Social CRM, Customer Centric and Agile Business:Interview with Laurence Buchanan

This is the twelfth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, in Adobe, Customer Experience Management (CEM) and fear in the boardroom, I spoke to Rob Pinkerton, Senior Director of Product Marketing, Customer Experience Management across at Adobe. Today, I want to introduce you to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini here in the UK. Our discussion focused on creating a customer centric business in the modern world and covered issues like: Customer centricity and thinking outside in, The role of disruptive technologies, The emergence of social CRM and how mindset change from inside out to outside in is the most fundamental aspect of the whole Social CRM topic, Successful examples of social CRM (Giffgaff & Threadless), To make change stick it has to flow top to bottom but it’s employees at the ground level that make the difference and that people behave how they are measured, How Sky is becoming a UK exemplar of customer retention, Constant change is going to …