CRM blog archives
August 2009 (2)
September 2009 (1)
October 2009 (1)
November 2009 (4)
January 2010 (1)
July 2010 (1)
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Thomas Wieberneit
NATIONAL MANAGER CRM PRACTICE
Thomas is an executive with more than 15 years of leadership experience in consulting, software industry and in the armed forces. He is responsible for building and driving the CRM consulting practice for CIBER in New Zealand and Australia. Before joining CIBER Thomas held various leadership positions in SAP’s CRM development organization for more than 10 years where he contributed to shaping and developing SAP’s CRM solution. He is an expert in CRM, in distributed software development and the introduction and application of agile development methods in enterprise scale projects.
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Posts by this author
CRM vs Social CRM – What is the difference?
Thomas Wieberneit, National Manager CRM Practice : 09 July 2010 / 12:09 PM : 0 
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...
Posted in CRM on 09 July 2010
Tagged: CRM Multi-Channel Retail Social Networking
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A Way towards Nirvana - Embracing Social CRM is Key
Thomas Wieberneit, National Manager CRM Practice : 30 November 2009 / 11:46 AM : 0
We trust those sources most, who are like us.
“A company like me”, as Paul Greenberg dubbed it last year in an article for destinationCRM, is a vision that depicts a trustworthy, almost human, company; maybe this vision is not an achievable one, but it still is a very good one since easily related to and understood. It clearly shows the path to the ultimate goal of each company: To get more loyal customers by being trustworthy.
Having more loyal customers directly translates into an improved bottom line sinc...
Posted in CRM on 30 November 2009
Tagged: CPG CRM Multi-Channel Retail Social Networking Twitter
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CRM Done Right
Thomas Wieberneit, National Manager CRM Practice : 16 November 2009 / 4:37 PM : 0
After some blogs on the buzzing topic of social CRM I recently came to thinking about the way to make CRM projects successful.
An initiator to this thinking was the opportunity to speak at an SAP user group meeting.
As a part of this thought process I came across the most recent Chaos Report of the Standish Group, which got released in April 2009. It shows that the success of projects is on the decline again with the project failure rate soaring since 2004.
While the project success criteria used by the Standish...
Posted in CRM on 16 November 2009
Tagged: Agile CRM IT to Business Alignment Project Management Project Methodology Risk management
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Social media help support enter the next level
Thomas Wieberneit, National Manager CRM Practice : 27 October 2009 / 8:24 AM : 1
Customers are increasingly voicing their troubles with products and companies in the web, using social media sites and communities to get answers to issues they have; sometimes they just launch a rant.
The good news for customers is that they regularly get solutions for their problems from within their enhanced social networks.
The good news for companies is that these sites and this behavioural pattern of their customers open up the opportunity to improve customer satisfaction and with that ultimately customer loyalty by offering innovative customer service. This happens by following the principle of being where the customers ar...
Posted in CRM on 27 October 2009
Tagged: Business Architecture Business Intelligence Business Modeling Business Value CRM IT Strategy Social Networking Twitter
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Social CRM is good for your top- and bottomline
Thomas Wieberneit, National Manager CRM Practice : 21 September 2009 / 11:17 AM : 0
Today’s customer is better informed than ever. People – customers – are informing themselves about products they are interested in everywhere, not only on the web site of its producer. As in the “real world” our customers get their information from trusted sources – their social network. Social networks extend into the internet, most notably with platforms like Facebook, Twitter, MySpace but also via opinion sites like Epinions and many more. As a matter of fact people trust their networks, more than they trust statements voiced by companies.
For a while now companies are taking first steps into social networking by providing social networking tools li...
Posted in CRM on 21 September 2009
Tagged: Business Architecture CPG CRM Multi-Channel Social Networking Twitter
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Developing the business's most valuable asset
Thomas Wieberneit, National Manager CRM Practice : 28 August 2009 / 11:29 AM : 1 
For the reasons brought forward before, building a valuable customer relationship and developing customer loyalty is a top priority in business today — but it is a priority that can be difficult to execute without the right approach.
Perceptions of businesses are created, positive or negative, during every interaction the customer has with the business.
Leading businesses therefore collect and analyse relevant information about all interactions very effectively and apply this knowledge about their customers to develop and improve each customer’s experience. These businesses concentrate on their most valuable customers – the customer...
Posted in CRM on 28 August 2009
Tagged: CIO CRM Retail Social Networking
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There Is No Better Time Than Now to Focus on Your CRM Strategy!
Thomas Wieberneit, National Manager CRM Practice : 17 August 2009 / 8:46 AM : 0
There is no doubt that the global economy is in a serious downturn. New Zealand in particular is officially in a state of recession that has lasted now for more than 5 quarters.
Across all industries, particularly within retail, companies have experienced lower sales due to customers spending less. This requires cost cuts, leading to a reduction of available funds for ongoing or planned projects.
What has been observed in the majority of companies is that in order to maintain a positive bottom line in a reduced revenue environment, cost cuts have been introduced across the board which lead to a reduction of funding for ongoing or...
Posted in CRM on 17 August 2009
Tagged: Business Intelligence CIO CRM Multi-Channel Retail
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