I just recently came across the OMC Group, a UK group that positions itself as a customer innovation research and consulting company. I find myself nodding my head a lot as I read through their content and really enjoyed their “20 fundamental CRM and Marketing Lessons“, here’s a couple that I wanted to highlight:
4. If companies spent as much money on selecting and training their customer-facing staff as they do on their advertising and promotions, they would be more profitable
8. Without an appreciation of customer context, companies will never understand customer behaviour
15. If you use the brand to set expectations without first assessing the customer experience, the brand will fail
20 fundamental CRM and Marketing Lessons
and here’s the blog from the founder of the company, which is how I found them:
Creating Positive Context
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Frequently consulting companies state the obvious. This, however, is an excellent list for companies to use to look at themselves with a critical eye. We often end up “talking to ourselves” and these 20 items give us a chance to get out of our own way.