For some time now I've been cultivating the idea to write a few lines about an unusual branding that the Atlantic group applied to their tea product line. Probably the idea would never have grown into a decision, and the decision into action, if there wasn't the observation of my eight-year old son that has confirmed my suspicions...
Categories: Posts, Sales, marketing & similar stuff Tags: Atlantic grupa, branding, Cedevita, management, marketing, tea
I have decided to keep "Alen's ThinkPlace" consistent by delivering consistent content to the consistent audience using a single language. Here is why...
Categories: Posts Tags: Alen's ThinkPlace, blog, consistency, CRM, English, leadership, management, marketing
The article elaborates the problem of a "CRM organization" - the one that behaves in a consistent way throughout all of its ways of operation, including different departments, people and processes. Author has put a special focus on "non CRM" departments, such as fraud detection and collections, because those often forget to take part of an integral CRM ecosystem...
Categories: My Articles Tags: bankamagazine, business articles, CRM, leadership, management, positioning
Small insight in my latest article published in Mreza magazine (www.bug.hr/mreza). This is a story inspired by a true event and used as an descriptive introduction to the topic of CRM implementation. The complete article is available in Croatian in the April 2010 issue of Mreza magazine (www.bug.hr/mreza).
Categories: Posts, Sales, marketing & similar stuff Tags: business articles, CRM, CRM implementation, Mreza
In April 2010 issue of Mreža (www.bug.hr/mreza), the Croatian magazine for IT professionals, my new article on CRM will be published. Actually there are two articles, one about CRM implementation and the other about related sourcing options and the available technology choices. I post here the English preview of the implementation part - a 7 points resume of the proposed implementation advices - the 7 wisdoms for a successful CRM implementation:
Organizations in mature phase of managing customer relationship are becoming able to implement real time dynamic (micro) segmentation in addition to the traditional segmentation based on "obvious" customer parameters. Personalization of the content, on the level of individual customer, is possible through matrure data collection and management. The article starts by an original introduction into the topic by an example of a restaurant with 150.000 tables...
Categories: My Articles Tags: bankamagazine, business articles, CRM, marketing, segmentation
McDonalds announcement to introduce McCafe' line of business brought many controversies during past year or so. One of the comments from a journalist was about hard-to-immagine truck diver who jumped in McDonalds for a fast and cheap hamburger lunch, asking a fancy cup of latte macchiato. Is this a problem? I went to the Zagreb McCafe and "had a taste" in person of the newly introduced McDonalds business model. Read about it in the furhter text and let me know what do you think.
Categories: Posts, Sales, marketing & similar stuff Tags: business model, customer service, marketing, McCafe, McDonalds
This second part of the article published in Banka magazine in May 2002 talks about the recent technologies and trend in Interactive Voice Response (IVR) industry. While the first part of the article is pretty universal from time perspective, this one has to be read taking in mind that it was written in 2002. Today the major change is about today's handy nature of mobile broadband and all the services and applications that exist on modern mobile devices. Enjoy reading how the future looked like in 2002.
Categories: My Articles Tags: bankamagazine, Interactive Voice Response, IVR, NLSR, text to speech, Voice Recognition
This is the English translation of an article published in Banka magazine in 2002. The article is about Interactive Voice Response devices (IVR). IVR systems find their "best fit" within call center environments where they represent the "finest compromise" of a CRM strategy. This is the first part of the article, addressing pretty universal topics of CRM, IVR and call centers, and therefore still actual, despite its origin from 2002.
Categories: My Articles Tags: bankamagazine, call center, CRM, customer service, Interactive Voice Response, IVR
Call centers represent the very hearth of a CRM strategy. Why do we need call centers? How do we choose it and what is the experience of those who decided to modernize their customer interaction environments? These questions and more I tried to answer in this article, published in 2002 in Croatian Banka magazine. I have translated it to English for the convenience of all English speaking visitors of this blog.
Categories: My Articles Tags: article, bankamagazine, call center, CRM
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