Category: CRM

Dec 17 2008

Experience the Customer

This past weekend I had a truly unique customer experience and I can not recall the last time that happened at a department store such as Macy’s. Not one, but two sales associates went out of their way to offer me personal service.

It’s no secret that my experience may have been fueled by the fact I was one of only a few shoppers in the store. However, it made me think that during times of economic turmoil companies who continue to enhance the customer experience will not only survive, but prosper. Looking back I definitely purchased more than I had initially intended to and that could have been due to the time the sales associates spent with me – asking questions, engaging me (or it could be that I can not control myself while shopping).

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0 comments - Posted by Shannon Cortina at 3:38 PM - Categories: CRM

Sep 14 2006

CRM Must Aim Higher

Citing a recent blog entry from Ginger Conlon titled “The New CRM,” on the 1to1 Blog, CRM as we know it needs to change. According to this post, the buzz from Gartner’s CRM Summit suggests that organizations must “go multi-channel or go nowhere.” But going multi-channel needs to be more than simply adding layers of disconnected technology to the CRM experience.

“CRM is only as good as your last interaction and your weakest channel,” explained Scott Nelson, Gartner’s managing vice president, application strategies and governance, during his keynote. The message from Mr. Nelson and other Gartner analysts is that organizations need to meet customers' increasing expectations for consistent multi-channel experiences and access or risk irrelevance, Conlon writes in 1to1’s blog.

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0 comments - Posted by Domenick Cilea at 1:36 PM - Categories: CRM

Mar 10 2006

Industry Leaders

February was a great month to be a Springboard client. Gartner Inc. and Forrester Research published reports naming IDS Scheer, TRIRIGA and UniPress Software – our clients – as leaders in their respective market niches, which includes Business Process Analysis tools, Integrated Workplace Management Systems (IWMS) and service desk software.

Recognition as a leader by the most influential analyst groups in the industry is certainly a significant achievement for these companies. It validates their technology, strategy, and vision, and bolsters their position in the market, as well as the competitive landscape.

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0 comments - Posted by Domenick Cilea at 4:37 PM - Categories: Technology | CRM

Feb 13 2006

Reverse CRM

Springboard has outgrown its space, and is having a new office built. Among the punch list of items required for our build-out was Internet connectivity - simple enough. As a current broadband cable customer, we decided to stay with the service that has been good to us.

When I called the company to get the process started back in November, I was given a December 29 install date. On this day, I met two field technicians at the office and they determined that a new cable from the street to the building was required, something they were not equipped to do. I was then given some paperwork and told the construction office would dispatch another technician. Having worked with several CRM software developers over the years, I thought this process would be easy. But I was astonished at what was about to take place...

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0 comments - Posted by Domenick Cilea at 4:38 PM - Categories: CRM

Dec 15 2005

How Do You Measure PR?

Throughout the nearly 20 years in the marketing business, I have never had two clients share the same definition of what public relations is, and how it is measured by their company. “We need PR,” is a typical phrase that I hear from prospective clients several times a week. Yet it is interesting to learn what their expectations are of PR when I further probe them. While almost everyone will agree PR can propel their business, it is intriguing to learn the different definitions, methods, and metrics used by business executives to describe it.

For some, PR is getting into The Wall Street Journal or BusinessWeek, securing a slot on CNBC, or nailing some other “Holy Grail” media opportunity. Others want PR to achieve a consistent “buzz” in order to promote their products and services. Most clients gauge their PR investment by the number of tangible articles or “mentions” they receive on a daily, weekly, and monthly basis, while others define it as the means of which to generate thought-leadership, awareness, and credibility. Some simply want PR to “make the phone ring.”

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0 comments - Posted by Domenick Cilea at 11:40 AM - Categories: Public Relations | CRM | Marketing

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Insight and Perspective on All Things Marketing, PR and Social Media from the Springboard Team
 

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