I believe CRM is built on a fallacy because customers don’t want a relationship with their bank or their grocer or their supermarket.
Tesco does not have a CRM programme. Tesco has a loyalty scheme and what this is saying is, ‘we get your data for giving you money back, and with the data we will give you a more relevant experience in our shops … [ Read more ]
Content: Quotation | Author: Arthur M. Schneiderman | Source: strategy+business | Subjects: Customer Related, IT / Technology / E-Business
Many of the problems associated with quality programs are the result of increased complexity. The half-life concept, a new tool, strives to make complexity more manageable. By doing so, learning is accelerated and improvement becomes continuous.
Editor’s Note: a highly recommended read…
Content: Article | Author: Arthur M. Schneiderman | Source: strategy+business | Subjects: Management, Operations