Despite being well-managed and well-resourced, a large number of companies have failed to see adequate return on CRM investments. This is a definite concern as many invested heavily prior to the recession (between 2000 and 2005, $220 billion was spent on CRM solutions) and will be planning to invest further as the world economy improves. […]
Read More… from Failed CRM Initiatives and How to Avoid Them
In the early 2000s, there was a rush by organizations to outsource and offshore many call centres because of the significant cost savings that could be achieved. But offshoring has often led to a reduction in customer satisfaction, so businesses are increasingly bringing their critical customer service call centre operations back ‘onshore’. At the same […]
Read More… from Homeworking Beats Outsourcing: a 6 Step Model
This research sought to learn more about the strategic, functional and tactical priorities of marketers for the future. What they found was a rapidly changing focus in marketing strategies, and a sharp divergence between British and continental European firms. The survey results indicate three top marketing priorities for companies in 2013: Taking advantage of the opportunities […]
Some researchers argue that consumers form a relationship with brands that in many ways mirror social relationships. Pankaj Aggarwal, a marketing professor at the Rotman School of Management, and Richard P. Larrick, a professor of management at Duke University’s Fuqua School of Business, bolster that research with studies that focus on the issue of fairness. […]
Read More… from Consumers/Brand Relationships and Fair Treatment
Companies can no longer control their communications with their customers. Social media tools have enabled information to be generated from within the marketplace by consumers themselves. This shift of power presents significant challenges for companies that fail to come to terms with it. But for those that do embrace social media, the rewards can be […]
Read More… from Socially Aware, Media Savvy: Social Media Strategy
Prior research has shown us that self-control can lead to increased aggression. Building on that, we can now show that people often get irritated by their own self-control. Furthermore, it is not just anger and aggression that increases, but also a general difficulty in keeping any undesirable behaviour in check. In the research behind this […]
Read More… from Grapes of Wrath: How Self Control Leads to Anger
How are managers today using social media tools and how important are those tools becoming to their organizations? In collaboration with Deloitte, MIT Sloan Management Review conducted a survey of nearly 3,500 executives to gain insight into, and a richer understanding of, how organizations are leveraging social media and social networks. They define “social business” […]
