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Ashley Friedlein


Articles By Ashley Friedlein
Sixth in a series of six articles on CRM by Ashley Friedlein, CEO of London-based e-consultancy.
Posted 08 Jan 2002
Self-service CRM can harm as well as help your business.
Posted 03 Dec 2001
In theory, Web analytics can tell you everything you ever want to know about your customer at the touch of a button. In practice, it's not that simple.
Posted 05 Nov 2001
In many ways online communities represent the Holy Grail of what the Internet is supposed to make uniquely possible, opening up new ways for companies to interact with their customers. But how do you make online communities work? What is the ROI for investing in community building?
Posted 09 Oct 2001
In many ways online communities represent the Holy Grail of what the Internet is supposed to make uniquely possible, opening up new ways for companies to interact with their customers. But how do you make online communities work? What is the ROI for investing in community building?
Posted 05 Oct 2001
Personalization, enabled by technology, is about trying to recover the highly individualized levels of customer service apparent in the era of the village economy, while retaining the cost advantages delivered by the industrial revolution and the mass-market economy. And since today's customers prize service and their own time above all else (yet they also expect highly competitive pricing) technology-enabled personalization can make this possible.
Posted 12 Sep 2001
Over the next six months, I will be writing a series of features focused on the broad topic of e-CRM. I don't intend to enter the terminological blood bath around what exactly I mean by e-CRM but I can say that I will cover CRM as it applies to digital channels--focusing on people (consumers largely), processes and practicalities rather than technology.
Posted 14 Aug 2001
 
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