MyCustomer.com CRM blogs

Starting a company has many issues and depending on what type of business is being set-up there can be a diverse number of areas that need to be tackled. Designing a product, setting up manufacturing, finding premises, getting a handle on purchasing, hiring staff, building the accounting framework and administration routines, investment, grants etc – the list goes on and on.

An interesting statistic caught my attention about customer interaction through  Social Media; these interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year's time in France (

We are experiencing a rapid increase in the availability of technology-driven products that facilitate a platform that we will interact with on a daily basis. The suppliers of these products are also providing us with an expanding array of channels to provide feedback and give our opinions of the quality of the solution and the experience.

Here is the reality marketers face today: reduced budgets, fewer resources and hardened C-level execs who are unlikely to invest in any new technology. However, marketing automation has proven itself to be a powerful tool for marketers. In fact, Focus Research said that marketing automation software has seen the fastest growth of any CRM-related segment in 5 years. Clearly, this is a tool that smart marketers will be looking to add to their arsenal in 2012. There's just one problem...

How do you justify the value of MA software in the reality we mentioned above?

Generic marketing tends to lead to all your collateral and communication tools talking about you – a chance to show off your company and your products and services but very little about the prospect and the world they live in. A make and sell approach. Customer centric marketing is about directing your business towards customer’s needs and communicating the value to each chosen target market.

‘Rationals’, data and the wonders of analytics

I think I have said this before and I will say it again: my fascination is with us – human beings being human beings.  In particular I am fascinated by ‘Rationals’.  Whom I am speaking about when I speak ‘Rationals’?  I am pointing at/towards my fellow human beings who pride themselves in being ‘rational’, ‘objective’, ‘scientific’ – they usually love order, logic, reason and are attracted to / come from ‘e

What is the ‘anatomy’ of a great customer experience?

What makes a great customer experience – the kind that one remembers, talks about and possibly writes about?   The logical answer is that each of us is different (even from one interaction to another) and so there is no definitive answer.  So let me ask a different question: what is the ‘anatomy’ of such an experience for me, Maz Iqbal?  So let me share my latest experience with you.

“All too much of what is put forward as strategy is not.  The basic problem is confusion between strategy and strategic goals.” Richard Rumelt