The latest from Emily Thomson

Mar 25, 2021 - by Emily Thomson, CRMNEXT

Member service: all for one and one for all

“Customer service shouldn’t just be a department; it should be the entire company.” Tony Hsieh, CEO, Zappos  Solidarity. From shoe sizes to financial requests, the days of siloed ownership ...

Mar 3, 2021 - by Emily Thomson, CRMNEXT

Member service: Matters of life and death

1,000 Songs in Your Pocket. Did you know that Apple wasn’t the first to introduce the MP3 player?   The first digital music player was invented by a four-man ...

Feb 2, 2021 - by Emily Thomson, CRMNEXT

It’s the 21st year of the 21st century – time to act like it

Adios 2020. Don’t let the door hit you on the way out. The world breathed a collective sigh of relief as we embraced January 1st with “Auld Lang Syne.” ...

Sep 30, 2020 - by Emily Thomson, CRMNEXT

CRMs are about relationships, so date one

Dear reader, will you accept this rose?  Whether you’re an avid fan of The Bachelor franchise or not, I’d be willing to bet this iconic question rings a ...

Aug 25, 2020 - by Emily Thomson, CRMNEXT

Superheroes – We “C U”

“I think a hero is an ordinary individual who finds strength to persevere and endure in spite of overwhelming obstacles.” – Superman Superheroes are figures who rise to the occasion in ...

Jul 13, 2020 - by Emily Thomson, CRMNEXT

The frugal generation: How credit unions can start wooing Gen Z today

What do bagels, YouTube, the environment and mobile wallets all have in common? (Read on to find out.) X, Y, Z. Meet Generation Z, a cohort of children and young ...