graham_hill

Customer Insider

Graham Hill, Customer Solutions Group

Graham Hill is an associate at customer value management consultancy Customer Solutions Group. He has more than 20 years of experience in customer-driven change programs with companies of all shapes and sizes. He can be contacted at graham [dot] hill [at] web [dot] de. [Blog: Customer Insider]

Member for 1 year 24 weeks

User points: 21725

Recent Posts

Title

Just Say "No" to Charity Muggers!

Type

Blog
posted
May. 16, 2008;

2
comments

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Hardly a day goes by without junkmail arriving from one new charity or another, asking for money for the many good causes out there. It has become a thriving industry. Most of then don't want a...
Title

The Future of Business Process Management

Type

Blog
posted
May. 15, 2008;

1
comment

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I have just returned from an enjoyable three days workshopping, chairing and presenting at the IIR Telecoms Business Process Management conference in Prague. It was a great opportunity to exchange...
Title

Micro-interactions Versus the End-to-End Experience

Type

Blog
posted
May. 6, 2008;

6
comments

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Customer Experience Management (CEM) has been with us for over 10 years now (it arguably started with Lou Carbone's work on experience engineering in the mid-90s) but that doesn't mean that we all...
Title

What Exactly Is Customer Experience Management?

Type

Blog
posted
May. 1, 2008;

7
comments

body

A few months back I penned a short blog post entitled 'What Exactly Is CRM?'. It was based upon the wrong-headed definition of CRM on Wikipedia. I offered my own simple CRM framework - the C4EB Model...
Title

Preparing for the Elderly Customer Experience

Type

Blog
posted
Apr. 29, 2008;

2
comments

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I took a medium-length flight with a respected European carrier this morning. I take the same flight every week to a client. I know how to check-in online to get a single aisle seat. I know how to...
Title

Customer Service Is the New Marketing ... Or Is It?

Type

Blog
posted
Apr. 27, 2008;

1
comment

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In the high-touch, customer experience-driven world we increasingly live in, excellent post-sale-contacts are important. That's customer service to normal folks. As I pointed out in a recent post on...
Title

Is CRM Different ... When Customers Are in Charge?

Type

Blog
posted
Apr. 21, 2008;

1
comment

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CRM is slowly changing. Ten years ago, CRM was about using customer data to better target vanilla offers to select customers in the hope that they would buy. And they did. In large numbers. Despite...
Title

"Presentation Zen": The Best Business Book This Year!

Type

Blog
posted
Apr. 20, 2008;

0
comments

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Wow. We are only just into April and already I have identified the best business book of the year: Garr Reynolds 'Presentation Zen'. How can that be? Simple really. I have seen literally thousands...
Title

Marketers Are From Mars, Customers Are From Venus!

Type

Blog
posted
Apr. 18, 2008;

0
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The original title of the book this blog alludes to is 'Men Are From Mars, Women Are From Venus'. The book provides practical advice how men and women can better understand each other and improve...
Title

Are Marketing Vendors Really Customer-Centric?

Type

Blog
posted
Apr. 14, 2008;

2
comments

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My reading pile grows with every day. On it currently are books by Charlene Li and Josh Bernoff entitled 'The Groundswell', from Charles Leadbetter entitled 'We Think' and from Clay Shirky entitled...