Customer Management IQ  

Decision Management Solutions' CEO James Taylor talks with Blake Landau about why the CRM systems most organizations rely are not very smart. Taylor is the author of "Smart (Enough) Systems" and a frequent speaker on decision management. For timely and relevant customer managementcontent please visit www.customermanagementiq.com.

Today, improving the effectiveness of the retail experience is crucial. According to Herb Sorensen it's a matter of survival, the preeminent thought leader on in-store behavior. Sorensen has studies the microscopic analysis of millions of shopping trips and knows what your customers are thinking. Customer Management IQ's Blake Landau speaks with Sorensen about how you can reshape your stores and shopping experiences for better results. Please visit us at www.customermanagementiq.com for more information.

Strategic well-crafted and well-executed marketing campaigns are more crucial today than ever before. But is it smarter to focus on customer acquisition or on current customer relationships? Tightened purse strings have challenged marketers to ask themselves this question. Hear best practices from the experts! In this panel Kevin Stirtz, Mary van de Wiel and Paul Cheney offer surprising and counter intuitive insights into the value of customer acquisition vs. customer optimization. Kevin Stirtz, “the Amazing Service Guy” helps companies increase revenue and profits by improving customer service. Stirtz has been quoted, interviewed and published in major media such as BusinessWeek, the Boston Globe, the StarTribune, Smart Money and the Chicago Sun Times. His most recent book is “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” has won 5-star reviews at Amazon.com. Mary van de Wiel is one of the preeminent brand analysts. She is the founder of A New Brand Landscape & Co. where she focuses on creating new, bold and provocative brands that transform the everyday business experience. Her clients include Time Inc., American Airlines, Vogue, the News Corporation and Sony. Paul Chaney is the Internet Marketing Director for Bizzuka, a Web design and development firm. He also serves as President of the International Blogging and New Media Association (IBNMA), a non-profit trade association dedicated to advancing blogging, podcasting and social media. He is currently writing a book on social media marketing to be published by Wiley entitled, The Digital Handshake: Seven Proven Strategies to Grow Your Business Using Social Media, set for release in September. Customer Management IQ's Blake Landau moderates this panel for www.customermanagementiq.com.

Would you believe it if someone told you that in over 50% of cases, lack of trust was the primary reason a customer decides not to buy? According to customer experience expert Shaun Smith the elephant on the table in the failed sales department is absence of trust. Shaun Smith is an internationally acclaimed consultant and thought leader. His latest book is "See, Feel, Think, Do – the power of instinct in business" which investigates the role of instinct and innovation in customer experience. Customer Management IQ's Blake Landau speaks with Smith on how companies can improve customer loyalty during the current economic climate. For more information please visit us at www.customermanagementiq.com.