Member Since: 16th Jul 2008
Managing Director Resonate Solutions
20th Jan 2012
Paul's observations look very relevant to our market downunder (Australia/New Zealand) and I was intrigued by the reference to the new category of insight solutions.
We have been managing Closed Loop Feedback (transactional NPS) solutions for large brands locally and have developed an insight solution called Pulse that seems to fit this insight category.
Apologies for the self-promotion but the contextual insight and action that Pulse delivers seemed to be a great example.
3rd Mar 2011
Great post... and also illustrates how social media has helped us move from an "inside-out" view (CRM traditionally being more about what we "do" to a customer) to incorporate the "outside-in" view of a customer.