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Why a new generation of CRM could be around the corner?
Customer relationship management has historically failed to deliver on the ‘relationship’ piece. But ‘Neo CRM’ could be about to rectify this. If there’s a fundamental flaw in customer relationship management (CRM), it’s that historically there has been little – if any – focus on relationships. Even the emergence of CRM 2.0 (social CRM), some eight years ago, failed to resolve this serious shortcoming. However, a new take on the discipline is being hailed as the solution – ‘Neo CRM’. “The concept of building a relationship with the customer is an old one,” says Steven Walden, managing director UK at Strativity. “CRM itself had this intent but has been reduced to more of a customer acquisition model, even with the application of AI. Most of CRM is about the sales m...
The Relationship Economy
The Relationship Economy In the emerging Relationship Economy well-facilitated, ongoing customer-supplier interactions have the power to reveal value for both parties, and, In the process, dissolve the instinct for a customer to make choices on the basis of competitive comparisons. In simple terms, customers have traditionally measured value as benefits / costs. In the Relationship Economy, they measure value as relevance / time (“Was this interaction time well spent?) ‘Relationship’ has, of course, always had a place in customer-supplier activities. But it has generally applied to upmarket customer-supplier activities – luxury (or, at least, expensive) goods and services – because, in the industrial age, it was generally true that customers could either have quantity or quality, but not b...
Customer Centricity: The ultimate Outside-In lesson for us all
Customer Centricity When companies talk about Customer Centricity it is often from an Inside-Out perspective. A “Look, there are our target customers – go get ‘em” approach, with a “Buy what we’ve got, now” marketing and sales stance. Really, this is a parody of Customer Centricity. Genuine Customer Centricity happens when a company organises with and around its Customers. This requires the adoption of an Outside-In perspective – recognition that Customer Value is the value perceived by a customer. Our interconnected world now makes this Outside-In, Customer-perceived-Value-led approach a ‘must have’ if sustainable success is to be achieved. The Outside-In view allied to “pull” marketing is the only way that the vast opportunities of the 21st century are enabled. And there is a wonde...
Co-creation Platforms and Innovation Consultancy
Co-creation Platforms Innovation, Consultative Selling, R&D Service-integrated Relationships (SiR) SiR Intel AI We believe that co-creation platforms can deliver the highest level of engagement – and business potential! – This is where your customers join with you and your team to become co-creators. This opens up exciting opportunities to effectively do away with the separation between customers and suppliers so that your customers and your organisation work together, for the benefit of both parties! Our expertise includes: Co-creation Platforms – the development and operation of the ultimate 21st century tool to enable collaboration and co-creation – and much more besides – between all stakeholders, including customers. Innovation, Sales, R&D … – set your primary goals and a Co-...
Networked Markets
Dynamically brand synergistic schemas via cross functional networks. Quickly visualize web-enabled strategic theme areas for cross functional e-business. Enthusiastically productize client-centered web-readiness without cost effective outsourcing. Uniquely target integrated content whereas backend deliverables. Appropriately simplify viral bandwidth via premier users. Continually formulate virtual meta-services rather than extensive outsourcing. Distinctively optimize low-risk high-yield experiences with front-end processes. Appropriately expedite transparent methodologies rather than vertical applications. Collaboratively seize out-of-the-box. Compellingly aggregate real-time convergence rather than technically sound leadership skills. Rapidiously mesh backend networks and focused e-taile...
