Living Out Your Brand Promise – Guest Post by Fred Zimny

  Guest Post by Fred Zimny, Editor of and Senior service professional. These are challenging times for us working in customer service. Many brands have fallen from grace lately. I was raised with good old Philips-household supplies, photographed with Minolta and Kodak and still drive a Saab. My working assumption is that brand managers in these

You Might Expect Better – Guest Post by Fred Zimny

Let us define the starting era of CRM as of the mid nineties, after sales force automation and database marketing became mainstream. Nowadays CRM is big business. Gartner projected circa 13 billion dollar sales for CRM in 2012. In 2017, the market will be about 22 billion dollar, according to the research firm Trefis. Customer Relationship Management should be about managing the