graham_hill

 

Customer Insider

Graham Hill, Customers & More
graham_hill's picture

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
 | 
User points: 10800
 | 
 
Recent Posts
  • Title
    CEX: Goodbye Process-Thinking. Hello Design-Thinking
    Type
    Blog
    posted
     Jun. 22, 2009;
     7
    comments
    body
    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...
  • Title
    Co-creating Experiences Fit for Customers
    Type
    Blog
    posted
     Jun. 22, 2009;
     5
    comments
    body
    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...
  • Title
    Six Proven Rules to Beat the Recession
    Type
    Blog
    posted
     May. 30, 2009;
     6
    comments
    body
    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...
  • Title
    Are You Getting the Most Bang for Your Marketing Buck?
    Type
    Blog
    posted
     Apr. 24, 2009;
     4
    comments
    body
    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...
  • Title
    How Customers Drive Innovation at P&G
    Type
    Blog
    posted
     Apr. 15, 2009;
     3
    comments
    body
    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...
  • Title
    Customer Lifecycle Management in 100 Days!
    Type
    Blog
    posted
     Apr. 8, 2009;
     3
    comments
    body
    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...
  • Title
    Six Ideas for Next Generation CRM
    Type
    Blog
    posted
     Apr. 2, 2009;
     3
    comments
    body
    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...
  • Title
    Who are the Next Generation of CRM Thinkers?
    Type
    Blog
    posted
     Mar. 27, 2009;
     3
    comments
    body
    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...
  • Title
    Customer Data Drives Successful Marketing & Innovation
    Type
    Blog
    posted
     Mar. 21, 2009;
     1
    comment
    body
    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...
  • Title
    It’s Time for a Balanced Scorecard for Customer Data
    Type
    Blog
    posted
     Mar. 15, 2009;
     8
    comments
    body
    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...