Customer relationship management

Customer relationship management or CRM is a well established approach. Although some argue it’s impossible to achieve and customer managed relationships is more appropriate! Digital media provides new opportunities to tailor customer communications integrated with traditional channels.  We also review this for our email marketing tactic.

Our advice on managing customer relationship management...

Customer service and support

Online is often the first place customers look for support now and often it’s not the company website, instead it’s Twitter or a specialist support site like Get Satisfaction. If you can get web-self service right it can offer great cost-savings and satisfied customers.

Our recommended links:

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E-contact strategy

Email, SMS and personalised web messages provide a great way to deliver relevant customer communications across the customer lifecycle. The trick is to move from a campaign mindset to a customer relationship development mindset where relevant e-communications are triggered depending on behaviour and position within the lifecycle.

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E-CRM Strategy

An E-CRM strategy defines the goals for your CRM or social CRM programme and then creates a roadmap of the changes to process, tools and team needed to make it a reality. The failure rates of CRM projects have discredited CRM, but that doesn’t mean the approach is flawed.

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Social CRM

Given the power of social media marketing, many larger companies are creating Social CRM programmes to achieve the transformation needed to make social media interactions effective.

Our recommended links:

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User privacy

All web users expect the brands they interact with online to take their privacy seriously by complying with relevant laws, being transparent about how their data is used and how it is kept secure. In this section we discuss the latest approaches to maintain privacy and where brands come unstuck.

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Our Quick Guide to customer relationship management...

Blog posts

E-CRM trends 2012
Guest Expert, December 21, 2011

6 E-CRM Trends to consider for 2012 planning I’ve recently asked several CRM specialists including Paul Greenberg and Shaun Smith to describe how they see the key ECRM trends from 2011 which will also be important in 2012. I’ve picked out …..

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Free Social CRM Guide
Dave Chaffey, May 23, 2011

5 rules to live by for your social content strategy I picked up a copy of the new “Social CRM for Dummies” at the Adobe/Omniture Summit last week and thought I would share some of the ideas from it and …..

Social CRM Read more
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