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
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
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
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
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!
An important tool to create value in Scientific Customer Gardening is Deep Purpose Analysis. The purpose for a customer to buy a product is a key aspect of value creation. The underlying question is, what does the specific customer see in this product? Let us assume, the product is one of the cooking robots that … Continue reading The mystery of Deep Purpose
A typical battle field when it comes to joining subjective and objective data is the vast range of possibilities. It is very demanding (and requires a solid scientific base) to throw data away, but simplicity is a must. Simplicity is necessary especially because people are involved in all kinds of customer interaction. People must be … Continue reading The joy of throwing data away