The 4 Cs of Intelligence-Powered CRM

At this weeks Forrester Consumer Forum I attended the Customer Intelligence Leadership board and had an opportunity to hear Joe Stanhope & Suresh Vittal present a case for “Intelligence-Powered CRM.”   The central thesis is that applying Customer Intelligence (CI) to Customer Relations Management (CRM) increases the likelihood of successful implementation.

Forrester defines CRM as a program created to build brand value, identify the impact of key segments, and drive incremental volume.

The analysts identified five stumbling blocks affecting CRM success:

  1. Measuring skills
  2. Data disparity
  3. Organizational silos
  4. Splinternet
  5. Technology gaps

As a result of these obstacles, Marketers find themselves with multiple views of the customer and this hinders Marketings efforts.  Joe outlined a framework for Intelligence-Powered CRM.

Four Cs of Intelligent CRM:

  1. Customer data – track customer interactions (online & offline) and build system to garner insights
  2. Culture – build a culture centered on CI
  3. Comprehensive Technology – partner with data management solution providers and internal IT
  4. Centralized processes – define goals & objectives and link efforts to business objectives

Forrester believes companies can use CI to transform raw data into powerful insights.  In addition to a full report on the Intelligence-Powered CRM, Forrester also offers a short diagnostic that can help companies measure their own CRM program against the Four Cs criteria.

Klout requires manual update

This is a quick update to my recent klout post.  klout requires users to manually update their klout score.  As you can see here, you need to click to refresh.  I don’t feel klout goes out of its way to make that clear.  If I had to guess, I’d bet they are working to make the site scalable enough to handle the millions of twitter accounts.

Here is more from klout regarding scoring.

Foursquare Ping needs context

I’ve been evaluating Foursquare’s Ping feature that I recently uncovered in the Android release.  In this post I’ll describe Foursquare’s Ping, what I like and what I would change.

Foursquare’s Ping

The problem with most LBS apps is that checking in is a solo event.  Yes, you can notify friends of your location via the in app notification and also via posts Twitter/Facebook.  But those are pull based actions for your friends.  Your friends need to constantly check their apps to see if you’ve checked in. 

Ping takes a step in the right direction by turning that notification into a push event for your friends.  Now instead of having to constantly check their phones to check your status, they can wait for a signal.  On Android phones the notification is a LED status light change and, optionally, a vibrate. 

What I like about Ping

Here is exactly why Ping is great.  How many times have you been at a restaurant/bar/club/trade event and you must interrupt your conversations to see if the rest of your gang has showed up yet?  How many times have you observed people talking to each other but they spend half their time checking their phones for status updates?  With Ping you can just wait for your phone to vibrate to tell you your friends have arrived.  It’s a more refined and polite experience.

So what does Ping do well?  I like that Ping notifications can be set at an individual level.  That way the user has the capability to leave on notifications for their “best” friends and turn it off for others.  Examples of people you might want to turn off include social acquaintances or co-workers.  Proximity to people in the same office is pretty much a given – you don’t need a notification for that.

What I would change with Ping

There are a few nit-picky things that I’ll save for another day, but the big change that needs to happen is that Ping notifications need to be contextually based on several factors such as:

  • The level of friendship (besties/acquaintences/coworkers)
  • The setting (work/home/weekends)
  • The relative proximity (block/town/state)

The implementation could be simple.  Just let me tag the level of friendship with my Foursquare friends: besties/acquaintences/coworkers.  With that info and a basic logic engine, Foursquare could do some neat stuff.  Imagine the following options:

[] At work, only ping me if a friend from out of state checks into a nearby location

[] On the weekend, ping me if a coworker checks into my town (avoidance mode!)

[] At home, ping me if out of town besties/acquantences checkin somewhere nearby

[] If I’m out of my state, ping me if any friends check in the same town

In summary

The ability to receive push LBS notifications is much needed.  Ping is a step in the right direction, but its still a blunt instrument.  There is opportunity to refine the experience by providing context to the checkin.

The reffstach button

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Cold Turkey: Day 2

This is day 2 of my Cold Turkey experiment. For one week I will only get my news from Twitter.  No NPR, no RSS feeds, no newspapers, no website (unless directed to via Twitter), no podcasts and no e-mail subscriptions.

Sometimes its difficult to avoid the news. For example, while watching Tom Brady’s hair defeat the Ravens, I couldn’t help but see the news crawl with sports headline.  Not to mention the email from the boss saying “read this.”  However, with those exceptions, I kept to the rules.  It was painful.

What experiences did I long for during my first cold turkey business day?

  • I missed listening to sports guys relish the Pats OT win; however I did get to enjoy an episode of This American Life.  It’s commentary, not news!
  • I suffered trying to find decent news during my morning commute to the train; I missed checking out the top stories in the WSJ and scanning the paper for topics of interest.
  • I ultimately did turn to a WSJ twitter feed, but it hadn’t been updated since Friday. #newsfail
  • I missed checking the news apps (market news, Mashable & USA Today – say what you will about “McNews”, they have a great app) on my Moto Droid.
  • I want my Google reader back, I WANT MY RSS FEEDS.  I WANT THEM NOW!

Since I’m going “all twitter” I had only one response, find more twitter feeds to add and I did add a few:

  1. Bostonupdate – for local news
  2. Globebiz – for local business news
  3. WSJ – again, no weekend service, no tweets at 8:00 am

So, while day 1, was an annoyance, I felt myself wanting more on day 2.  I need to find a better way.  Hit me back with ideas.

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