Remove customer

Chris Koch

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Social media raises the bar for customer intimacy

Chris Koch

Social media is raising the bar on customer intimacy. Though it has become a generic term, customer intimacy was first coined by Michael Treacy and Fred Wiersema who worked at CSC/Index back in the 90s when I was a thought leadership marketer there. The theory is that every company competes in three disciplines: Customer intimacy.

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Why you need to turn your customers into stalkers

Chris Koch

We have individual salespeople making calls and we have marketers establishing deeper relationships with existing customers through intimate channels like reference programs and customer advisory councils. We have built intimacy into the later stages of the buying process. Now, I can already sense marketers and PR people cringing.

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6 lessons on how NOT to market to customers

Chris Koch

Sure, healthcare knows how to sell drugs, but in terms of preparing the customer for the experience of service delivery, fuggedaboudit. Here are some examples: Educate the customer—or don’t. Oh wait, right… Whatever you do, don’t let the customer meet the people who will actually be doing the work.

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Why our thought leadership is broken

Chris Koch

Publishers (the good ones, anyway) gave some of the most prominent pages in their newspapers and magazines to advertisers in return for a lot of cash, access to a targeted group of customers, and editorial independence from advertiser influence. A wall existed between publishers and advertisers. The association was subtle, not overt.

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Where is the utility in mobile apps for B2B?

Chris Koch

For customers in this realm, I think utility has long meant access to their peers and to expert advice during the purchasing and post-sales processes. I am concerned about the B2B side of things, though, for complex technology solutions in particular.

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Why marketers must become the new publishers

Chris Koch

The publishing model is also relevant because as a business model, it is dying—especially for trade magazines. Most magazines do annual reader surveys to ask subscribers what they think of the magazine and what could be improved. Marketers need the same feedback from customers and from salespeople. Research the reader.

Planning 100
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Why marketers must become the new publishers

Chris Koch

The publishing model is also relevant because as a business model, it is dying—especially for trade magazines. Most magazines do annual reader surveys to ask subscribers what they think of the magazine and what could be improved. Marketers need the same feedback from customers and from salespeople. Research the reader.