Cultivate your own growth algorithms bridging CX and CRM

Scientific Customer Gardening stands for a systematic, data driven approach to constant growth at a strategic level; and sales success at an operational level. It comes into existence with the synchronization of CX (Customer Experience) and CRM (Customer Relationship Management) data. This leads to the integration of subjective and objective customer data – on the … Continue reading Cultivate your own growth algorithms bridging CX and CRM

When a killing product kills the company

Scientific Customer Gardening is all about creating the best growth conditions for business. Imagine this setup in a Gardening Lab. We want to understand how the different 'nutrients' along the customer journey impact customers in their buying behavior.  We talk about a (B2B) product or service, plus the fabric of interaction around it, like customer … Continue reading When a killing product kills the company

For a customer engagement manager, it is easy to sink the ship

Looking from a functional point of view, customer engagement is a key indicator for the health of a business relationship. In terms of information, customer engagement is the source of important subjective data. The better the engagement, the richer the subjective data side. In our CRM-CX database, 'subjective data' can be dubbed as 'value'. Value … Continue reading For a customer engagement manager, it is easy to sink the ship

Good or bad customer experience? – It does not really matter

The sun will always shine, but clouds will never go away. Summer or winter - it is robustness that you really want. There is something beyond CX All customers appreciate a good experience with the services they buy. However, no service supplier can control the customer’s experience, because it depends largely on the context and … Continue reading Good or bad customer experience? – It does not really matter

You want perfect quality? Give me errors!

Using AI for customer analytics casts a new light on the question, what (the hell) is quality all about? The quality culture has its roots in manufacturing. In a perfect manufacturing line, a perfect product is the reward for a perfect quality. Perfection, free from faults and defects, is the quality measure in an engineered … Continue reading You want perfect quality? Give me errors!