Experience Management

Changes in the CRM market

Customer Relationship Management has always been a key discipline in any business organization.  Like most things related to business, the evolution of that “thing” tends to follow the money.  With CRM platforms the evolution has been to manage the customer in terms of the potential revenue which that customer might generate… really focusing on any [...] Read More

Measure, then manage

The old business adage goes: “You can’t manage what you don’t measure” Spend a few minutes searching on the internet and you will find hundreds of websites, documents and presentations on what expectation management means, and various different strategies for managing these expectations.  Most of the content isn’t bad, but it all fails in the [...] Read More