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MyCustomer.com

Time to evolve from database marketing to customer intelligence command centres
"The single customer view is a myth!" says Forrester's Dave Frankland.
The five customer insight basics to drive engagement
What are the five principles that firms must consider to successfully land insight to profitably engage with their customers?
Gartner: Social media is the new CRM (circa 2001)
Analyst Gartner is forecasting that most IT-led social media initiatives will end in failure. Sound familiar?
Analytics and customer experience: Are you measuring the right thing?
Analysis can generate improved performance - and according to Peter Simpson there are three numbers in particular that need to be analysed.
Big brother and Google’s entrance into social media monitoring
Will Google enter social media monitoring - and if it does, what will its platform look like and how will it impact the sector?

Tesco continues customer clampdown

2010-02-09 11:27

Tesco has continued its run of PR gaffs by banning yet another customer from its stores – what is the latest protagonist guilty of?

Study warns of top-heavy contact centres

2010-02-08 14:05

Too many contact centres have top-heavy management structures but are continuing to recruit ever higher numbers of temporary workers in order to cope.

Vodafone apologises for rogue staff member

2010-02-08 12:20

Vodafone UK has been forced to apologise to hundreds of its Twitter followers following the posting of an obscene message by one of its customer service staff.

Apotheker departs SAP asap

2010-02-08 11:47

SAP’s chief executive Leo Apotheker has stepped down in the wake of customer and staff discontent and the company's first drop in annual revenues since 2003.

NetSuite's Nelson dismisses rivals and eyes new channels for 'year of the Cloud'

2010-02-08 09:22

NetSuite reports a wider loss, but CEO Zach Nelson sees strength in the Cloud and new channels - and weakness in the competition.

CRM lawsuit leaves HP with £200m+ bill

2010-02-05 14:34

A troubled CRM installation at BSkyB has ended up costing HP some £200 million in interim damages after the firm's EDS arm was found guilty of fraudulent misrepresentation.

Companies lack resources to take advantage of complex analytics

2010-02-05 14:24

New survey reveals organisations aren’t taking advantage of analytics in the decision-making process.

New mobile media measurement tools "modest but much needed"

2010-02-05 13:58

Ovum has described the GSMA's Mobile Media Metrics service as a "modest but much needed first step" in defining a commercial framework for mobile advertising.

Cost savings driving businesses to CRM in the Cloud

2010-02-05 13:38

CRM is one of the most popular services for organisations to move to the Cloud and one of the most likely to add value, according to a new study.

Social media marketing adoption hindered by ROI confusion

2010-02-05 09:25 - 1 comment

social_media_multi_coloured_question_customer_international

Only 22% of firms have embraced social media as a core part of their comms strategy because they are unsure how to prove ROI, measure value or even how to employ it.

RightNow Technologies: Ridding the world of bad experiences?

2010-02-04 14:16

RightNow Technologies CEO Greg Gianforte is on a crusade to "rid the world of bad experiences". So just how is he going to do that?

IBM beefs up analytics capabilities with new acquisition

2010-02-04 12:00

Initiate Systems becomes the latest analytics acquisition made by IBM, with the company’s software bringing efficiencies to clinical data.

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Welcome to MyCustomer.com

Welcome to MyCustomer.com, the voice of the CRM industry. With analytics having emerged as a priority for organisations over the past 12 months, we'll be taking an in-depth look at this topic during February - and in particular how analytics can be used to improve customer engagement.

Peter Simpson discusses the most important numbers to measure customer experience.
Marshall Sponder and Cecilia Pineda Feret explore whether Google will enter the social media monitoring space - and what implications this move would have.
Will Beresford lists the five customer insight basics that are required to drive customer engagement.
Dave Frankland outlines how leading-edge firms are using customer intelligence as part of a strategic command centre.

And coming up later this month we'll have articles on sentiment analysis, and views on analytics from the likes of Virgin's Will Whitehorn.

If you have any other questions or comments then please contact me at editor@mycustomer.com

Kind regards,

Neil Davey

MyCustomer.com reader poll

Which method of gathering intelligence has proven most useful for engaging your customers online?

Web analytics

27%

Customer journey analysis

36%

Online customer surveys

23%

Monitoring search practices

Feedback from staff

Focus groups

Third party data providers

Other

Total votes: 22

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