I say this in terms of how your business functions, don’t worry i don’t expect you to be able to predict the next best thing. However by addressing how your business functions there is no reason why you could not do exactly this next year! Now this is not to say that make a few adjustments and you will magically succeed. What it does mean is that if you are prepared to invest the time and effort into some better CRM (customer relationship management) you will have all the tools which you should need. CRM takes a wide variety of forms but as you will probably guess from the rest of my posts the centre of any good CRM activity is good communication. Namely good communication, with your customers, with your clients, with your suppliers, good communication can only ever lead to success. These communications can take various forms from social media to emails and SMS the potential outlets are endless. So how do you make the most of these channels and communications? Put simply remember that communication is a 2 way activity, let consumers respond and most importantly LISTEN and LEARN. Sometimes the best insights can come from consumers themselves. We have seen various examples of this such as Kraft responding to the bring back Whispa and Whispa Gold Facebook campaigns which in turn has helped brush over any contentions there were about their take-over of Cadbury. Whatever you do in the year to come remember that the good channels of communication which you have set up over this festive period need to be maintained throughout the rest of the year....so make the most of them!