Logic and Compassion, Facts and Nurturing, Fun and Exploring - check here

We continue the sometimes joyful and sometimes painful path to try to be better human beings - this is only possible because we can rise above logic, that we find the wonder and hope, the language and words to inspire us and keep us going. Thanks for visiting.

Wednesday, August 31, 2005

Blogs Customers et al

Just today, I met David through the Blogging Loom who writes:

"I believe in constant pursuit. When it's done without fearlessness and with a desire to embrace the unknown, the walls that have been created between the world and ourselves naturally dissolve."

I'm honored to meet you!

"Blogging Loom" comes from Edna St Vincent Millay's poem fragment:

Upon this gifted age, in this dark hour,
Rains from the sky a meteoric shower
Of facts... they lie unquestioned, uncombined
Wisdom enough to leech us of our ill
Is daily spun, but there exists no loom
To weave it into fabric...

The Blogging Loom is slowly evolving into existence.

And that the nature of business is slowly but surely changing.

Businesses don't like it when their employees Blog about their company.


Because that's the truest "Buyers Guide" that there is.

And the Blogging Loom makes it possible for all to see how the Sausages are made inside the Sausage Factory.

Better the devil you know than the devil you don't

Customer Relationships will never be the same after the blogging loom hits mainstream

Wednesday, August 10, 2005

Pharmaceutical Mission Impossible

Deliver customer satisfaction and make a profit ? Who?s really able to do it? Have you guessed? Johnson and Johnson is delivering customer satisfaction and making a consistent profit. It is not Mission Impossible....

The Johnson and Johnson Credo is legendary in the pharmaceutical industry.

It is a model for good CRM practice.

I love it!

I wrote this article for Greater China CRM and suddenly realized that the J&J Credo was a somewhat like the Spring and Autumn Analects - the records by the students of Confucius on his thoughts about the relationship between people, families, community and emperor. Defining the values of key relationship has provides strong guidelines for one of the longest ongoing cultures in the world: China.

Perhaps it also accounts for Johnson and Johnson's steady success over the years.

Thursday, August 04, 2005

Customer Lifetime Value article at CRMGuru

A long time ago, in 1998, Linda Sharpe and I gave a talk in Silicon Valley about Customer Lifetime Value (CLV) that drew a record crowd to the Marketing Special Interest Group of the Software Development Forum www.sdforum.org

Since then, my understanding continues to evolve.

Customer Lifetime Value is a great way to understand how valuable your customers are as Assets.... read my latest article just up at www.crmguru.com to find out more