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Abbie The Cat Has A Posse: October 2003
Thanks for the gifts of poetry and humor. via abbie.blogspot.com hey hey hey hey hey hey not much to say today except hey hey hey yeah Today i builte a New fort it is called FOrt Abbie Number 2 I Have come tot he conclusion that maybe fort number 1 fell down because…
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Biggest mistake we make with social media: going for the Like
When we treat social media as if they are publicity tools, we undermine ourselves. Our posts ought to direct people how to participate in a dialogue that leads to co-operative action. Over at The Bloggess, Jenny is founding a new religion, Blogessianism, as part of her ongoing effort to get everyone to take the world…
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The first two lessons from L.L. Bean
L.L. Bean has always been a leader in using customer data. When following, the challenge is to figure out what you can afford to imitate. They've been doing it since 1912, when the business was launched using a list of people with hunting licenses. Not just a group of hunters, but a list of men…
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Rising customer expectations of memory and context
The more we interact with a company, the more we expect them to remember us and to recognize our context. As 'always on' technology increases, we can experience surprising benefits. In thinking about our own customers, we have to plan ways to track them for their benefit. Acquia: Champions of Context, 2014-Nov-4 by David Mennie…
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Why we need to understand what’s driving growth of CRM software
The pressure for all organizations to adopt CRM software is not going away because our customers derive substantial benefits. Once they've worked with a firm that uses CRM data appropriately, they enjoy receiving more relevant updates, knowing that everyone at their supplier can understand their status, and being able to specify how they will be…
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CRM is a mature management practice, like financial accounting
Most professionals are confused about CRM. They see it as a piece of software that helps them collect information about customers and remind them what to do next. Actually, customer relationship management is a mature business practice, similar to financial accounting. In fact, you could think of your company's CRM as the way you track…
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The essence of a fine relationship
Quinn Norton has written an amazing article about navigating social relationships for people who lack social awareness or empathy. For those of us who have been more successful in our relationships, it opens an amazing view into what we could be missing… how the world might look if we were blind to expressions and social…
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Turning my Kindle off, and watching Amazon follow Walmart into the pits
I have been reading every long, deeply-researched article about Amazon recently, trying to find some renewed respect for them, with no luck. Turning off my Kindle, spending more on cat food, wondering what I left behind on my wish list… all these actions have been wrenching for me. My loyalty to Amazon was based on…
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Make sure your relationships are not based on transactions
Wonderful interview with Troy Carter about all the different views and habits he has that allows him to survive big career setbacks… Well, he doesn't view them as setbacks, and that's one of his secrets. Fast Company: Troy Carter's Hard-Won Tips for Handling Career Road Bumps, 2014-Oct-30 Luckily for Carter, his relationships were built on…
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How to measure loyalty
Does your CRM system have a mechanism for capturing exceptional acts of loyalty? A customer who picks up the phone and argues for your value with a referral? An ex-customer who publishes an article about their positive experience with your company? Someone who skips a big discount to stay with you? Sometimes we can't even…
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