CRM blog archives
August 2009 (2)
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November 2009 (4)
January 2010 (1)
July 2010 (1)
October 2010 (1)
January 2011 (1)
February 2011 (2)
March 2011 (2)
April 2011 (1)
May 2011 (1)
The future of CRM
Thomas Wieberneit, National Manager CRM Practice : 10 May 2011 / 11:02 AM : 3 
A few days ago @MarkTamis called me with a question: “Where do you think CRM heads to in future?” Uhhm, not that simple a question. It really forced me to think as all those thoughts, observations and discussions needed to be brought into a better structure.
To lay the foundation I need to start with a definition of CRM; as I like it I start off with the one that Wikipedia provides:
Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves ...
Tagged: Collaboration CRM Enterprise 2.0 Mobile Shopping Mobility Multi-Channel Retail Social CRM Social Media Social Networking
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Social CRM needs a CRM system - No, but Yes!
Thomas Wieberneit, National Manager CRM Practice : 11 April 2011 / 3:44 PM : 0
Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM system to have Social CRM.
On a first glimpse this question sounds simple, but it really isn’t. From a business perspective it only matters that CRM is executed upon, if CRM is a topic. This is totally independent of systems, as are the possible paths into the future of Social CRM that Graham sees, which is a deviation from this post that I likely will look ...
Tagged: Business Value CRM Social CRM Social Networking Strategisk CRM Web 2.0
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Social Shopping = Groupon? Nope, this is only the beginning!
Thomas Wieberneit, National Manager CRM Practice : 28 March 2011 / 3:09 PM : 0
Some time ago my wife Nicole posted a small series of blogs about the topic of Loyalty on ciber.com. In these readable blogs she identified and summarised three main strategies of acquiring loyal customers, which are
To gain and retain loyal customers it is necessary for Retailers (or brands, or …) to get into a mutual engagement with the customers. In order to achieve this it needs something like a WOW!-factor. An important way to get this factor for Retailers is the usage of social media...
Tagged: CRM Retail Social Networking Web 2.0
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Social Shopping - A Retail Future
Thomas Wieberneit, National Manager CRM Practice : 07 March 2011 / 9:32 AM : 0
A while ago I blogged about threats and solutions in the retail industry that have their origin in rise of social media; with this post I would like to continue on this topic, focusing on possible solutions for retail companies.
This blog also ties in to a recent article by Mark Tamis on Social CRM in Retail. In his article Mark describes an interesting and elaborate scenario that showcases a technology enabled, consumer and network driven decision process, using the example of buying a party dress. This example is interesting because, although the process is entirely consumer driven, the involved companies use the technology to add v...
Tagged: CRM Enterprise 2.0 Integration Mobility Retail Social CRM Social Networking Strategisk CRM Web 2.0
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Musings on the KLOUT score
Thomas Wieberneit, National Manager CRM Practice : 28 February 2011 / 4:37 PM : 0
Today I’d like to present some musings about the KLOUT score. Now, mine is not particularly high – actually it is pretty low – as you can see below but the curve is interesting, if set into a context.
So far I only followed my KLOUT score pretty idly, till I started to do some minor experiments on 16.02. You see some immediate effect on 17.02. This is mainly due to me posting a blog entry and communicating this via Twitter and LinkedIn. There also should be a communication via CIBER’s Twitter account. This usually leads to a few clicks and one or two followers on Twitter.
However, the...
Tagged: CRM Social CRM Social Networking Web 2.0
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Social CRM in Retail - Threats and Solutions
Thomas Wieberneit, National Manager CRM Practice : 16 February 2011 / 1:29 PM : 0
Brick-and-mortar retail businesses face a combination of ever-increasing customer expectations, customers being “educated” to expect and receive promotions, and of course an ever increasing competition in the market place for their customers’ share of mind and share of wallet. On top of all this they need to realize that they do not control the communication to their customers anymore, let alone being capable of controlling the communication in between their customers. As many bloggers, including myself, and analysts already stated, the advent of extremely user friendly and ubiquitous mobile devices and web applications essentially decoupled retailers from communications between their customers and even led to their marketing messages becoming part of the “background noise” for...
Tagged: CRM Enterprise 2.0 Kundorientering Kundrelationer Microsoft Dynamics CRM Multi-Channel Retail Social Networking Strategisk CRM Twitter Web 2.0
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Social CRM - a forecast for 2011
Thomas Wieberneit, National Manager CRM Practice : 04 January 2011 / 3:08 PM : 4
Together with some friends I recently conducted a small survey on the adoption and priorities of Social CRM in corporations. The results, of course, cannot be treated as absolute, as the sample size is too small. However, they correlate to research done by Jeremiah Owyang and the Altimeter Group. This especially relates to the modest available budgets and somewhat to the way ahead. The Altimeter group research can be found under http://www.web-strategist.com/blog/2010/12/09/slides-social-business-forecast-2011-the-year-of-integration-leweb-keynote.
Btw: Jeremiah's blog is a worthwhile read for anyone who deals with socia...
Tagged: Collaboration Consolidation CRM Enterprise 2.0 Social Networking Strategisk CRM Web 2.0
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On demand CRM
Thomas Wieberneit, National Manager CRM Practice : 15 October 2010 / 9:05 AM : 3
A while ago I stumbled over an interesting blog by Lauren Carlson. It is inspired by the 2010 Oracle OpenWorld conference and discusses the leadership in on demand CRM. Although I am now wearing this blue tattoo that identifies me as a former SAP person I would not think that SAP is doing too well in the on demand space; particularly since SAP CRM OnDemand never really took off. This is in spite of a compelling story, a great user interface and a code base that is widely identical to the one of their CRM Enterprise product. The latter of course is only interesting in the context of the story – hybrid deployment, starting on demand and moving easily to on premise, if n...
Tagged: CRM IT Strategy Oracle
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CRM vs Social CRM – What is the difference?
Thomas Wieberneit, National Manager CRM Practice : 09 July 2010 / 12:09 PM : 2
Just looking at the terms, Customer Relationship Management and Social Customer Relationship Management are sharing the same roots; Social CRM is either a limitation to or an enhancement of (traditional) CRM – or is it something entirely different?
Let me take a brief view at what CRM and Social CRM are and are not and then come to a conclusion.
CRM – Customer Relationship Management – is a business strategy. If you do research on the web you will find many definitions with their own tweaks. What most of them have in common is that they all say that the strategy is about the customer and about how to engage a customer so that the company applying the strategy
Tagged: CRM Multi-Channel Retail Social Networking
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How to increase loyalty program participation?
Dr. Nicole Wieberneit, Senior CRM Consultant : 14 January 2010 / 4:05 PM : 2
Increasing the participation in a loyalty program is like building a stable house that can be extended step by step in the future.
The foundation of every successful loyalty program is an attractive value proposition for the consumer and integrated loyalty analytics. It is more and more important for companies to have very special rewards, so called WOW!-Factors. These rewards shall not only encourage customers to stay engaged, but to spend more money more often just to reach the once-in-a-lifetime experience, premium merchandise or lifestyle-themed reward that appeal to a member dream. Further elements in successful reward designs are soft benefits and personalized rewards. Soft benefits like special access and unique privileges are an important factor for di...
Tagged: Business Value CRM IT Strategy IT Value Multi-Channel Retail Social Networking
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