Customer Feedback

Ben McConnell did a nice post in his blog about customer feedback that doesn't really fulfill its purpose.

Besides filtering the customer feedback and suggestions, asking the right questions and leaving the customer the freedom of choice in his answers (and the channel), is crucial.

How can this be incorporated in a proper CRM 2.0 strategy? I will add a reminder in the strategy discussion...


Technorati Tags: CRM 2.0, customer feedback

Effective Filters

Sam Lawrence is searching for the new 'Inbox', bringing my attention to effective filters in a CRM 2.0 environment.

When a company implements a CRM 2.0 strategy and allows its customers to actively take part in the product life cycle and and development, there will be tons of feedback (if there is none, the strategy probably didn't work out too well...) that need to be handled. One of the big topics currently in the CRM world is Time To Market (TTM) and Total Cost of Ownership (TCO) which would both be negatively affected by this overload.


How can the amount of information be reduced but at the same time made sure that no valuable data gets lost or the customer experience is impaired?

The answer will probably be some kind of smart analytical CRM software that is able to sort, filter and route the right information to the right people in the organization.

So there is more to CRM 2.0 than implementing a platform for Web 2.0 applications. The 360° view was yesterday, now it is more important to filter than to collect. Smart suggestions (realtime recommendations) are an example that points into the right direction - give the users a guidance of what makes sense in a particular situation and what data is not important.

I will try to define the requirements for such a system in the strategy section of the site...

Technorati Tags: CRM 2.0, Analytical CRM, Realtime Recommendations