The word we love to hate but have to use

Change. No-one likes it.  They don't like change at home so why should they like change at work?  As consultants our job is to embrace change to try and persuade people that somehow "change is good".  When the administrators come in to a failing company I very much...
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Single customer view – developing a maturity model

Modern organisations are drowning in data.  There is data everywhere.  Raw data, transformed data, old data, new data, wrong data, right data.  I'm not saying we have too much data; it may simply be that we're drowning because we don't always have the right data in...
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When I’m not doing digital CRM stuff…

Getting my hands dirty and my boots covered in mud.  As far as possible from the worlds of software, big data, customer strategies and stakeholder management.  I'm never sure if this is a sign I'm doing the right thing (if I won the lottery I'd own a market garden and...
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"Consumers are no longer brand loyal. They may be loyal to the engagement experience that a particular brand offers" Glenn Llopis  - Consumers are no longer brand...
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Digital customers, digital behaviours, digital basics

Recently I was discussing the role of digital with a luxury brand and how the development of digital capabilities would marry with their business objectives.   To support the discussion I'd sketched out a few ideas on the need to ensure that digital development aligns...
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The digital customer business case in an agile world

Why do you need to write a business case anyway? I've never seen a project submitted for approval that had a negative rate of return.  I've never seen a business case before an exec board that generated a negative return.  I'm sure they do exist deep down in the...
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Where do you go when your farm is repossessed?

Remember Farmville?  Did you or a significant other you know play it?  Do you or they still play it?  Probably not.  Like so many other games of its ilk they fly like shooting stars and in no time turn to dust.  There are plenty of examples of stellar success games...
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Why you need to sort out your marketing/IT relationship dynamic and fast!

Things really are changing - and changing fast Have a look at this quote from a company called Layer 7 "The Application Programming Interface or API is an old concept for exposing application functionality programmatically to other applications and developers. API...
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One way of developing a CRM strategy

For those people out there who work at the boundary of IT and sales and marketing there can't be a more dreaded phrase than "we need to develop a CRM strategy".  When I was a box fresh consultant the idea of doing a client's CRM strategy would fill me with excitement...
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Why asking the wrong questions will always get you the wrong answers

The totem of CRM project failure I remember a number of years ago (too many to want to recall) when a Gartner statistic was often bandied about around the number of CRM programs that failed (here's a roundup of others).  It was a shockingly high number and I still see...
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If you are about to embark on a customer impacting change programme then it’s vital to get the fundamentals right.  CRM, CVM, SCV, Digital transformation.  All of these customer impacting initiatives  offer real opportunities to transform business performance.  They also offer real pitfalls and challenges. One size never fits all. This site will show you how to turn the promises you made on paper into real business performance. So you can:

  • Programmes go wrong in one place; at the beginning. Make sure your CRM programme starts off on a sound footing by building a robust strategy and business case
  • Start in the shallow end  – make sure you have a governance model for your CRM/CVM programme that is aligned with your business objectives
  • Where agile methods meet strategic change – start using modular delivery and start-up techniques (such as MVP) to ensure you can get to go-live quickly and successfully
  • Turn your customer strategy into reality – make the best use of CRM software already in place and set out a roadmap for future business benefit.
Please contact me to see how I can help you turn the business commitments you made into business reality. Or call +44(0)7801 749 188 to talk to chat.