KIVA Blog Archive March 2010

03/22/2010 11:59 (comments: 2)

Where CRM Must Evolve Into CEM

Last month I sat through a really interesting presentation on the CRM efforts of one of S.E. Asia's leading banks while at the Asian Financial Services Congress in Singapore. They have clearly developed a very large store of data on their customers and they are using this data to mine for opportunities.


03/08/2010 11:14 (comments: 0)

Baking a CEM Cake-the Key Ingredients

Developing and executing a strategy for delivering memorable customer experiences is a lot like baking a cake.