Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Back when I started Beyond Philosophy, Customer Experience was not a thing yet.

2010 78

2010 2002 2021 2019 78

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.”

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

Comm100

MARCH 8, 2017

A family man and best-selling author, Shaw started a consulting firm, Beyond Philosophy , in order to help companies build great customer service experiences. According to Shaw, “When I started Beyond Philosophy, in 2002 the subject of Customer Experience was new. Kate Leggett. kateleggett.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Forrester's Customer Insights

OCTOBER 18, 2019

Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […].

2002 29

2002 2005 Marketing Customer Relationship Management 29

Magellan Solutions

FEBRUARY 24, 2022

Ideally, the software should be able to work with your customer relationship management (CRM) system. If you look at how much and how well the technology is used, you can get a good idea of what the company values. And how up-to-date it is with both its strategy and how it does it.

Social Media 40

Social Media B2B B2C Sales 40