tag:blogger.com,1999:blog-67966394863215811682024-03-13T03:28:10.053+01:00CRM Views - News and views on CRM processes and technologyCRM Views lists links to CRM related articles and is used to express the authors opinion on CRM trends, technology and news. Wouter Trumpie, the author, is a project manager / team lead with over seven years of experience in implementing CRM technology in the financial services, life sciences and telecommunications industries.Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.comBlogger60125tag:blogger.com,1999:blog-6796639486321581168.post-62575447444352578372009-07-02T11:20:00.000+02:002009-07-02T11:21:40.839+02:00On the applications of social crm - introductionSo what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM 2.0. CRM 2.0 is defined as:CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-9229250517891654392009-06-15T10:51:00.000+02:002009-06-15T10:52:48.772+02:00Customer loyalty: are loyal customers really profitable?I've been doing quite a bit of research into customer loyalty and customer loyalty programs for a paper I've written for the Executive Master of Information Management Programme I'm attending at TiasNimbas Business School. The literature on loyalty and loyal customers seems to suggest that investing in a loyalty management program does provide a company with a source of competitive advantage. InWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-62033095416011260972009-01-25T20:52:00.001+01:002009-01-25T20:52:58.424+01:00Linkdump - CRM and the sustainable organisationIn december of last year I wrote a post about 2009, the year of sustainability and sustainable CRM. Yesterday I came across this article on MyCustomer.com, with an interesting quote on customer sustainability: What makes a company sustainable?Customer relationships can build an asset to provide a cushion against changes in the market, according to Kirkby - a kind of 'brand halo'. This is where a Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-90968677639759338182009-01-25T20:50:00.001+01:002009-01-25T20:52:01.822+01:00Doc Searls on VRM. My view on the challengesI came across a nice post by Doc Searls on what he would like when it comes to CRM from the point of view of the customer, or VRM. I wonder how long it will take for the first VRM applications to be released.One of the challenges I personally see with VRM is: who will we trust with our information? We already trust loads of companies with privacy related information, such as what we buy, what we Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-16105486981151058382009-01-08T17:48:00.000+01:002009-01-08T17:49:15.090+01:00On end year credits - Top 20 CRM BloggersIn 2007 I was added to the top CRM bloggers list of InsideCRM.com (great site, go check it out). On December 29, 2008 Chris Bucholz published an updated version of the list, update for 2008. The list is full of interesting CRM blogs everyone should check out, and fortunately for me I'm on the list once more, featured in a list that also contains the big minds in CRM such as Paul Greenberg, Brent Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-24172118239409420112008-12-28T14:07:00.001+01:002008-12-28T14:08:30.825+01:00Moving to wordpressAs of today my blog is also available on the following domain:http://blog.crmworks.nlJust testing whether I like Wordpress better than Blogger.Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-24363811179517872262008-12-28T13:55:00.005+01:002008-12-28T13:58:51.722+01:00On 2009 - the year of sustainabilityThe new year is approaching, 2008 is ending with some of us feeling the consequences of the credit crunch. It's time to look towards the future. Every new day and new year opens a wealth of new opportunities, even in a crisis. 2008 ends with a starting recession, many business are facing tough times. I do not have a crystal ball and am not much of a fortune teller either, nonetheless I wouldWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-8041524223503003722008-12-02T21:29:00.003+01:002008-12-02T21:33:40.551+01:00On social CRM IIOne of my former colleagues at Deloitte, Fabio Cipriani, the author of the blog cooperativo, shared a presentation on slideshare about Social CRM, how it extends CRM 1.0 and what the potential benifits are. Definitely worth taking a look at.Social CRMView SlideShare presentation or Upload your own. (tags: marketing strategy)Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-48963380593959360342008-11-30T20:42:00.006+01:002008-11-30T20:47:01.430+01:00On the first steps of Social CRMTraditional CRM is about gathering data and knowing all about your customer. Gaining insight into your customer and his or her behavior traditionally allows a company to better respond to it's customer needs, provide better quality service and generally leads to market succes. Over the last 10 years companies have invested in CRM systems for Sales, Marketing and Service and gather quite a lot of Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-26315628147176535632008-11-19T09:43:00.002+01:002008-11-19T09:47:01.585+01:00Linkdump - MDM still a buzzword, but a backbreaker for most companiesCheck out this article on the buzzworthiness of MDM vs. the challenge that most companies seem to have in implementing MDM solutions. It's not an article that adds a lot of value to most MDM discussions or offers solutions, but does point out an interesting fact. The MDM market still has a load of potential, but software vendors and systems integrators alike are not yet able to help their clientsWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-49570550094293723912008-10-07T14:02:00.001+02:002008-10-07T14:06:02.316+02:00On solving the customer service puzzle (or CRM is a business strategy, NOT software!)Or atleast, one view on how the pieces of the puzzle can be made to fit. Drew stevens recently wrote an article on the customer service puzzle, which was brought to my attentionby Jim Berkowitz . The focal points of Drew's article are ensuring the whole company focusses on providing an excellent service or product to your customer and ensuring you regularly interact with your customers. SomethingWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-26394701766088236232008-09-10T11:17:00.006+02:002008-09-10T11:36:00.394+02:00On the rise of IP based Contact CentersA few interesting points from a recent article on CRM daily: IP Systems have come of age. The need for truly integrated call centers, lower cost infrastructure and the lower costs of IP based systems are leading to a rise in the implementation of IP based Contact Center systems. Fully integrated systems that can handle multiple channels (Voice, Chat, E-mail and Fax) in a single queue and over Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-37944032491683262752008-09-05T11:52:00.003+02:002008-09-05T11:56:10.021+02:00On Socialized CRM - LinkdumpA quote from an article on DestinationCRM.com:User adoption has long been a major problem bedeviling enterprise CRM deployments and, while this might sound somewhat simplistic, the key reason for this is pretty straightforward: CRM suites, for the most part, have not been designed with benefits to the individual salesperson top-of-mind. Social-networking functions are, by design, aimed Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-68777294737767478972008-07-02T11:10:00.005+02:002008-07-02T11:24:11.988+02:00On Paul Greenberg's CRM State of the UnionPaul Greenberg, CRM Guru and author of CRM at the speed of light recently published his CRM state of the union for 2008. His presentation details the history and evolution of CRM into CRM 2.0 and outlines a number of developments for the future. You can find the on Paul's blog hereWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-79468236723865287432008-06-19T22:05:00.003+02:002008-06-20T08:23:40.439+02:00On Robert Scoble at SalesForce.comRobert Scoble, blogger and technology journalist recently visited SalesForce.com. He was there to interview Mark Benioff and took some time to talk about SFDC and Google with Kraig Swensrud. Check his interview with Kraig here at SalesForceWatch. Robert recently twittered that his interview with Mark Benioff will be online later this week.Update: The interview with Mark is up and can be viewed Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-89050149291926310492008-06-19T21:55:00.002+02:002008-06-19T21:57:28.882+02:00Linkdump - CRM Buzzword cheatsheetWant to impress people at the next CRM event you're attending? Read the CRM Buzzword cheatsheet. Also useful to brush up on / refresh your knowledge of what and who is hot in CRM today. Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-68456864916792814702008-06-12T22:41:00.004+02:002008-06-12T22:50:27.636+02:00On VRM: Doc Searls Keynote @ Mobile Monday AmsterdamDoc Searls, Harvard's Godfather of the concept of VRM recently visited Amsterdam, to hold a keynote speach at Mobile Monday. Mobile Monday Amsterdam is a monthly meeting where minds in mobile marketing, applications, services and service providers meet to discuss future developments and opportunities in the Mobile Market place. Since I'm not part of the mobile arena I do not attend these meetingsWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-20136735818185027412008-06-11T22:42:00.003+02:002008-06-11T22:44:43.976+02:00On CRM, VRM and CRM 2.0 - check InsideCRMPaul Greenberg, one of the worlds biggest experts on CRM, has written an article on how CRM and VRM are / can be combined into CRM 2.0. Worth checking out. Read it here.Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-23043465946235133472008-04-23T09:06:00.005+02:002008-12-10T01:38:45.423+01:00On Oracle as the Leader in Enterprise 2.0 SolutionsEnterprise 2.0 spending will rise to US$ 4.6 Billion by 2013, according to a new report by Forrester research. Oracle seems to have the ambition to become one of the front runners in integrating Web 2.0 solutions into their packaged applications, to allow companies to really start building a 2.0 Enterprise and integrate Social Media, such as LinkedIn, RSS Readers, iGoogle Widgets and other Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-199872543934898842008-04-10T09:17:00.004+02:002008-04-10T09:21:34.488+02:00On Gartner's CRM HandbookJust found the new Gartner CRM Handbook on CustomerThink, sponsored by Salesforce.com and providing information on the keys to On Demand / CRM success. The document seems to be a bit of a celebrations of the fact that SFDC has joined Siebel as a leader in the Sales Force Automation Magic Quadrant, but also offers some insights to CRM newcomers.Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-83239625819751574872008-04-09T08:56:00.001+02:002008-04-09T08:59:17.596+02:00Linkdump - Web 2.0 and CRMUsing Web 2.0 to engage the customer - ThinkCustomers:The1to1 BlogBungee labs mashing up old-school crm with new-school Web 2.0 - CNETWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-84830296639219126662008-03-26T21:45:00.002+01:002008-03-26T21:56:02.671+01:00Gartner, CRM and SOAJust found this article while scanning through my long long list of unread feeds in Google Reader. Gartner has released a report on how CRM software is paving the way for SOA related developments. Some quotes from the article below.SOA has become the near-universally accepted method for delivering next-generation enterprise applications, Gartner vice president, John Radcliffe acknowledged. And Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-38150863495125823402008-03-26T21:40:00.002+01:002008-03-26T21:43:26.928+01:00Will Benioff succeed Larry Ellison at Oracle?Former FT report Tom Foremski seems to think so. Read his post on why Marc Benioff is the candidate to follow in Larry Ellisons footstepsWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-7977622962036089202008-03-14T09:15:00.003+01:002008-03-14T09:28:36.051+01:00On the advent of the chief customer officerAfter the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer Experience Officer. The main responsibility of the CCO is to ensure a consitent customer experience and to counter negative outings in (on social) media Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-11126582286559529742008-03-14T08:43:00.002+01:002008-03-20T22:25:58.189+01:00On social media and Oracle On DemandOracle has released version 15 of CRM On Demand and has apparently included a number of interesting Social Media Features, such as befriending customer contacts, subscribing to a friend feeds etc. Read the full story on what has been added and how this makes Oracle On Demand more CRM 2.0 on Paul Greenberg's BlogWouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1