Today’s Reason - Fighting CGM (Brand Terrorism)
I’ve been working a lot lately on SNS (social network) analysis and also of course on CGM (consumer generated media) analysis using text mining techniques.
I usually tell our clients that they should be thinking not about where to use text analytics, but rather the question should be where not […]
Entries Tagged as 'CRM'
Reasons for Conducting Web/Screen-Scraping and Text Analytics
July 27th, 2008 · No Comments
Tags: CGM · CRM · Market Research · Methods · SNS · Text Analytics · Web/Screen-Scraping · web 3.0
Edsel Turns 50! (Understanding the Customer)
June 9th, 2008 · 2 Comments
50 Years after the Edsel, marketers still often fail to understand the customer
My recent post about the lack of quality/service and dismissal of my complaint at the local BMW dealership seemed to draw a lot of attention. Unfortunately I think it’s easy even for us in the marketing profession to forget to listen to our […]
Tags: Anderson Analytics · CRM · Customer Satisfaction · Market Research · Marketing · PR · Price · Promotion · Tom H. C. Anderson · quality
Marketing Guru Don Peppers and Tom H. C. Anderson Discuss Segmentation, CRM and State of 1 to 1 Marketing
June 6th, 2008 · 2 Comments
Peppers & Rogers Group Marketing Guru, Don Peppers and Anderson Analytics’ Tom H. C. Anderson discuss consulting, segmentation, CRM, and the current condition of One-to-One marketing.
[Marketing Guru Round Table Discussion #5 ]
Don Peppers
Marketing Guru
This Wednesday, I had a very interesting call with Don Peppers of Peppers & Rogers. I asked him a few questions about his […]
Tags: Anderson Analytics · Business Guru · CRM · Customer Satisfaction · Don Peppers · Interview · Market Research · Marketing · Marketing Guru · Segmentation · Tom H. C. Anderson
What place does quality have in marketing these days?
May 29th, 2008 · 13 Comments
Wondering if true quality has a place in today’s push for cost efficiency through globalization?
A study released yesterday among luxury car brands claimed BMW ranked #1 on quality and Toyota ranked 5th! I don’t think we know what quality is anymore, and perhaps it’s the consumers fault.
Most “economic historical” books that compare life then and […]
Tags: Branding · CRM · Customer Satisfaction · Loyalty Marketing · Marketing · Strategy · Tom H. C. Anderson · Uncategorized · quality
CRM - BMW Style
May 20th, 2008 · 4 Comments
CRM - BMW Style
Just posting a comic today that one of my colleagues created. It’s in reference to my post the other day about my experience at BMW (I will add it there as well).
You gotta love consumer generated media (CGM). I will let you know when/if anyone from BMW contacts me
-Tom
Tags: CGM · CRM · Customer Satisfaction · Loyalty Marketing · SNS · Tom H. C. Anderson
BMW’s Marketing Department May Have a Screw Loose
May 15th, 2008 · 15 Comments
CRM BMW Style
Just like most hotel chains high end car manufacturers/dealerships have gotten on the customer satisfaction survey band wagon in recent years. This makes perfect sense of course.
A few years ago I understand BMW even paid Peppers & Rogers Group a bunch of money to help them understand their customer service marketing better. Not sure […]
Tags: CGM · CRM · Customer Satisfaction · Don Peppers · Loyalty Marketing · Surveys · Tom H. C. Anderson
