graham_hill

 

Customer Insider

Graham Hill, Customers & More
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Graham Hill is the founder of customer management consultancy Customers & More. 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 2 years 31 weeks
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User points: 10800
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Recent Posts
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     Jun. 22, 2009;
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    I have noticed a recent change in how Customer Experiences (CEX) are designed. A change for the better. In the past CEX design was often the domain of the B-school trained consultant or manager. They...
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     Jun. 22, 2009;
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    Customer loyalty is the consequence of providing a superior customer experience in ways that matter to the customer. That create value for the customer. Value includes cognitive elements (so beloved...
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     May. 30, 2009;
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    Type in the word “recession” into Google and at the last count, it returned over 62 million hits. Everyone is talking about the recession and many companies have already started to do something...
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     Apr. 24, 2009;
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    Hardly a day goes by without half a dozen articles about responding to the recession landing on my desk. A few contain pearls of wisdom but sadly, most are largely motherhood and apple pie. And the...
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     Apr. 15, 2009;
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    Stefan Lindegaard has an interesting post on P&G: How Open Innovation is Done over at his Stefan Lindegaard blog. The post shows how despite having over 9,000 researchers in-house, P&G...
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     Apr. 8, 2009;
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    The recession is forcing companies to rethink how they do CRM. Gone are the 'big-iron' CRM projects of yesterday with multi-million budgets, inflexible two-year project plans and ROIs that were...
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     Apr. 2, 2009;
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    I chaired the IIR Telecoms CRM, CEM and Retention conference in Berlin yesterday. It was a great day with some excellent speakers. Of all the speakers, one stood out for me: Christian Magel, the...
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     Mar. 27, 2009;
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    I read a huge amount of stuff about CRM on this and many other CRM portals. Most of what I read is to be blunt, pretty pedestrian. It is aimed for the newbie to CRM, or it tackles one small part of a...
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     Mar. 21, 2009;
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    It was Peter Drucker who said that "…the purpose of business is to create a customer, the business enterprise has two--and only two--basic functions: marketing and innovation. Marketing and...
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     Mar. 15, 2009;
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    The volume of customer data is proliferating at an ever-increasing rate. There is data from transactions, from website visits, from social networks and of course and from many other sources. And...