Customers Really Are the Lifeblood of Your Business "It
is a mistake to think that because a customer has expressed
dissatisfaction with your product or service they will not come back to
you. They will not return if you handle the situation badly. However,
some of your most vociferous complainers could become your most loyal
customers because you handled the situation well and treated them with
respect."
Customers as Surprising New Sources for Innovation "Eric
Von Hippel, professor of innovation management at the MIT Sloan School
of Management, opened the conference by saying that the historical view
of manufacturers as innovators was no longer true. 'Obviously
manufacturers must be leaders, because they can aggregate across
thousands of users, and they can spend a million times more than
users,' he said. 'But users are the real innovators.'"
Report: No Recession for CRM "When
the going gets rough, customer retention becomes even more important.
By that logic, continued sluggishness in the overall economy could have
little to no dampening effect on the CRM sector, which is on a roll.
The customer relationship management industry will grow by 14.2 percent
this year, Gartner (NYSE: IT) forecasts in a new report, with revenue
expected to surpass US$8.9 billion. Last year, the CRM industry
registered $7.8 billion in global sales, based on preliminary revenue
figures. The market is expected to continue to grow through at least
2012, when revenues are forecast to reach $13.3 billion."
CRM Spending Looking Up "'Be
open to some of the newer technologies that make business more
competitive, optimize productivity and enhance the customer
experience,' [Sharon Mertz, research director at Gartner] advised.
'When the economy slows down and consumers don't spend as much,
businesses need to fight harder for every dollar of consumer spend.
Customer experience will only help that.'"
The BI Boom Part 2: New Twists "Offering
end users to more easily and flexibly slice and examine large data sets
in hundreds of ways on one screen has a dramatic effect on productivity
and is most important to businesses, according to Clifton-Bligh.
'However much information you aggregate and however you break it down,
if you only let users see a single or a few slices of information at a
time, as is the case with all other BI systems, it is extremely
difficult -- if not impossible -- for them to reliably turn that sea of
data into profitable, actionable information.'"
Comment Notification
If you would like to receive an email when updates are made to this post, please register here
Subscribe to this post's comments using
