CRM | Resonate Solutions

Follow the customer, follow the text...

by Jeff Carruthers

3rd March 2010

At the risk of repeating myself, consider the following statements:

Never before have brands had so much data about their customers or capabilities to analyse this data
Never before have we had customers so willing to interact with brands and each other online (social media, user generated content)
Yet, we are the least connected that we will ever be...

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tags: CRM, Customer Engagement, customer verbatims, Net Promoter Score, Net Promoter Score, NPS, text analysis,

The real challenge in listening to your customers

by Jeff Carruthers

19th January 2010

The great challenge for contemporary marketing is summed up very nicely in Rethinking Marketing (Harvard Business Review, Jan 2010):

'Never before have companies had such powerful technologies for interacting directly with customers, collecting and mining information about them and tailoring their offerings accordingly.

And never before have customers expected to interact so deeply with companies, and each other, to shape the products and services they use.'

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tags: CRM, Customer Engagement, customer loyalty, Net Promoter Score, Online Communities, Social Media,

Bottom up NPS – the missing ingredient in CRM?

by Tim Tyler

4th January 2010

I recently undertook the Net Promoter Score (NPS) certification course, the online version offered by Satmetrix. Overall, quite a good experience and the knowledge will come in handy as we work with our clients’ relationship strategies.

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tags: CRM, CRM, Customer Engagement, Customer Segmentation, Customer Segmentation, Net Promoter Score, NPS,

Consumer power and restless natives

by Jeff Carruthers

12th November 2009

The emergence of a networked information economy (Yochai Benkler) has always had an interesting implication for consumer activism. It is one thing to share a scrap of information, some random thoughts, and holiday snaps with family and friends online. It is quite another to become conscious of your own power as a consumer - and the consequences of acting in concert with others.

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tags: consumer activism, consumer power, CRM, Customer Engagement,

Don Peppers - a walking mash-up?

by Tim Tyler

28th August 2009

Don mashing-up marketing as we watch

Hen's teeth? An Australian company with high Net Promoter Scores...

by Tim Tyler

31st May 2009

Australian NPS study

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tags: CEM, CRM, CRM, Customer Engagement, Customer Experience Management, Net Promoter Score, NPS,

Vice Versa

by Tim Tyler

28th July 2008

I have been doing some more traditional 1to1 database marketing recently and it has reminded me that the more things change the more they... don't.

Aligning the culture of an organisation is the task that really makes it difficult to transition from product-centric to customer-centric thinking.

Both of the clients are using best of breed analytics and campaign automation platforms, so the technical challenges are not insignificant, but these dragons are being vanquished. Much harder to get the whole organisation aligned in their understanding of;

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tags: CRM, CRM, Customer Centric, Customer Engagement, Customer Segmentation, segmentation, single customer view,

CRM, Embeddedness and Online Communities

by Tim Tyler

11th March 2008

I love it when the lessons learned in the trenches are supported by the rigour of the professional researchers!

Conducting research for the real world is the charter of the Marketing Science Institute;

"Founded in 1961, the Marketing Science Institute is a learning organization dedicated to bridging the gap between marketing science theory and business practice. MSI currently brings together executives from approximately 70 sponsoring corporations with leading researchers from over 100 universities worldwide."