Category Archives: CRM

Shepherding our customers along their journeys

Developing customer relationships was the official theme of the September 2014 meeting of the Cranfield Customer Management Forum. The unofficial theme was the role we play in supporting our customers along their journeys. Whether they’re on a new journey, or … Continue reading

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Improving marketing effectiveness

We’ve had some great speakers at the Forum this year.  Two recent speakers on the theme of improving marketing effectivness were: Aly Richards, Chief Experience Officer at idioplatform, on implementing a “Next Best Content” approach for client, Guinness.  This was really fascinating … Continue reading

Posted in Campaign, CRM, Customer centricity, Customer experience, Customer insight, digital marketing, Marketing communications, marketing effectiveness | Tagged , , , , , , , , | Leave a comment

Orchestrating great customer experiences

Experience never leaves the agenda of marketers so it never leaves our agenda at Cranfield.  Forum Director, Prof Hugh Wilson outlines the key focus areas in a recent video interview: November 22nd – Orchestrating great customer experiences The theme … Continue reading

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Cranfield on customer centricity and multichannel

Dear members and friends of CCMF, Great to see many of you at last month’s CCMF meeting on the theme of Becoming Customer Centric.  As usual we were inspired by the speakers and participants (see key insights below). For members who … Continue reading

Posted in CRM, Customer centricity, Customer experience, Customer insight, marketing effectiveness, Multichannel management, Real time experience tracking | Tagged , , , , , | Leave a comment