Trends & Concepts

HBR Kick Ass Customer Service

Customer service takes a turn

There’s an interesting article in the January/February issue of Harvard Business Review by Matthew Dixon and some associates from CEB, a consulting group, about customer service agents that I think is worth a look. Most of us understand the phenomenon that new customer service channels such as social, email, knowledge bases and the like have […]

Qualitative data—the other stuff

Qualitative data—the other stuff

We’ve become obsessed with big data and analyzing it though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. But in fact, quantitative data is but one kind of data and the information it provides gives […]

Looking forward

Looking forward

Traditionally in this piece I try to peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I’m close, other times not but my predictions are quickly forgotten either way. This year, I’ve decided to just say what I want rather than what might realistically happen and since my vote has […]

Participant walks behind a logo of the World Economic Economic Forum at the 41st Annual Meeting of the World Economic Forum, WEF, in Davos, Switzerland, Thursday, January 27, 2011. The overarching theme of the World Economic Forum, WEF, annual meeting is "Shared Norms for the New Reality". It takes place from January 26 to 30. (KEYSTONE/Laurent Gillieron)..

Davos preview: Thoughts from Malcolm Frank of Cognizant

As he prepares for his annual visit to the WEF event in Davos, Switzerland, I caught up  with Malcolm Frank, EVP, Strategy and Marketing of Cognizant on what he expects to hear. I hesitate to even provide a preview of Davos, as such predictions can be wildly wrong, but in doing so I look at […]

Kicking off 2017: IoT, B2C, and CRM Watchlist

Kicking off 2017: IoT, B2C, and CRM Watchlist

Image: iStock Given the fragmentation of everything, which we all seem to think is occurring, I decided I’d align my thinking with that and give you some fragments of what I’m contemplating and planning for 2017, none of which are particularly connected with each other, but they’re all on the biggest stages. In addition will […]

2016 In Review

2016 In Review

CRM In CRM at least, I think last year will go down as an important turning point. For the last decade and a half we’ve been simultaneously building and destroying CRM first by linking all of the disparate databases to get that 360 degree view and then by adding important accessories like social and analytics […]