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- What is CRM and what types of CRM are there?What is CRM? And what types of CRM are there? An overview of what Customer Relationship Management actually is about and what it offers you. The post What is CRM and what types of CRM are there? appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: March 7, 2022 - 2:11 pm
- Account Based Marketing: a new interpretation of the AIDAAccount Based Marketing (ABM) is a relatively new B2B marketing and sales technique that supports the buyer journey in a targeted way. The post Account Based Marketing: a new interpretation of the AIDA appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: October 13, 2021 - 6:40 am
- Collecting customer data in 4 stepsCollecting customer data and Account Based Marketing go hand in hand. In 4 steps it becomes clear how the process works. The post Collecting customer data in 4 steps appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: September 16, 2021 - 7:17 am
- CRM for SMECRM is not only suitable for large companies but also for small businesses, CRM for SME, as it is about relationship management and customer focus. The post CRM for SME appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: April 29, 2021 - 1:28 pm
- ERP is not CRMERP (Enterprise Resource Planning) is a useful system, but it's not CRM. Companies do need a CRM system along side. The post ERP is not CRM appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: April 29, 2021 - 1:17 pm
- Shape customer intimacyInternal communication is part of customer intimacy. With the use of CRM, you create structure and give employees autonomy. The post Shape customer intimacy appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: January 11, 2021 - 11:00 am
- Collaborate online in salesOnline sales and account management need not be an obstacle for organizations. In fact, with a good CRM system, it's powerful. The post Collaborate online in sales appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: December 3, 2020 - 11:04 am
- Remote customer loyalty: three tipsWorking from home does not have to be a problem to increase customer loyalty. This is possible with the right CRM software. The post Remote customer loyalty: three tips appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: October 21, 2020 - 8:39 am
- CRM: a matter of having the right mindsetThe right mindset in a CRM implementation is one of the success factors for the success of implementation. The importance of transparency must be clear The post CRM: a matter of having the right mindset appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: July 13, 2020 - 6:30 am
- ‘Measuring is knowing’ and CRMThe post ‘Measuring is knowing’ and CRM appeared first on Archie CRM.... Read more »Source: Archie CRM | Published: May 11, 2020 - 12:21 pm
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- VideoThe Benefits of CRM – Contact Management (The Video)First in a number of videos I will be doing around the benefits of CRM technology. Thought I would go back to CRM’s routes and talk about the benefits of contact management. ShareThis... Read more »Source: The CRM Consultant | Published: September 13, 2021 - 6:00 pm
- VideoThe real reasons CRM projects failMuch has been written and said over the years about CRM project failures and their causes, but a lot of it has been by marketing folks and journalists rather than those on the front line. So in this video I wanted to set out what failure really looks like and... Read more »Source: The CRM Consultant | Published: September 2, 2021 - 6:29 am
- VideoHow long does a CRM project take?I was conscious that in last week’s ‘layperson’s guide to a CRM project’ video, where I broke a project down into the different stages, that I didn’t really cover off associated timelines. Something I’ve addressed in the following video, in the context of a mid-sized CRM implementation: ShareThis... Read more »Source: The CRM Consultant | Published: August 23, 2021 - 10:32 am
- VideoA Layperson’s guide to a CRM projectIn this video I wanted to set out the principle stages of a CRM project. It’s aimed at people new to managing a CRM project, and tries to identify some of the things to look out for as you progress. ShareThis... Read more »Source: The CRM Consultant | Published: August 16, 2021 - 5:21 pm
- VideoHow to speed up a CRM projectPeople are often surprised how long a CRM project can take. In this video I go through ten ways to speed up the delivery of a system. ShareThis... Read more »Source: The CRM Consultant | Published: August 11, 2021 - 6:20 am
- VideoNine Ways To Reduce The Cost Of A CRM SystemAs promised in last week’s post, which outlined the costs involved in running a CRM project, this video sets out ways to reduce them. ShareThis... Read more »Source: The CRM Consultant | Published: August 4, 2021 - 6:10 am
- VideoHow much is a CRM system?In this video I walk through the different types of costs that are involved in a CRM project. These include software and implementation costs, project team time, the impact of go-live on users, system support, and the ongoing development and management of the system. ShareThis... Read more »Source: The CRM Consultant | Published: July 28, 2021 - 7:26 am
- VideoWhat does a CRM consultant do?‘CRM Consultant’ is a confusing term, largely because it’s used by a lot of different people that might be involved in a CRM project. In this video Richard Boardman walks you through the different types. ShareThis... Read more »Source: The CRM Consultant | Published: July 25, 2021 - 2:17 pm
- VideoCRM Value Maximisation Services VideoJust created a video about our CRM Value Maximisation services, which are designed to help organisations generate more value from their existing CRM systems: ShareThis... Read more »Source: The CRM Consultant | Published: July 21, 2021 - 5:02 pm
- VideoCRM Discovery Services VideoWe’ve made a few changes to our services portfolio in recent weeks, and we’re in the process of putting together some explainer videos for the individual service offerings. The following is for our CRM Discovery Service: ShareThis... Read more »Source: The CRM Consultant | Published: July 4, 2021 - 1:52 pm
The CRM Consultant
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- Secrets of Customer-Centric Success — Interview with Jeff Puritt, CEO of TELUS InternationalEveryone says they want to be customer-centric and deliver a great customer experience. But most companies struggle, despite collecting customer feedback and investing in the latest technologies. The key to turning CX dreams into a real competitive advantage is leadership! Sign up for my new livestream interview show — Hooked... Read more »Source: Bob Thompson – CustomerThink | Published: March 26, 2021 - 8:24 pm
- “State of Service” Report: Pandemic Driving Customers to Digital Channels and AutomationSalesforce.com just released its latest “State of Service” report with insights into how 7,000+ service professionals are adapting during the pandemic. I’d like to highlight a few key findings with the help of customer service thought leaders. Let’s start with the critical role of customer service in customer loyalty. A... Read more »Source: Bob Thompson – CustomerThink | Published: December 15, 2020 - 11:26 pm
- CX ROI: Making the Case to Improve the Buying ExperienceSure, marketing and sales leaders want satisfied customers. But they won’t fund a CX initiative if that’s the main benefit. CX pros must show they are a valued contributor to the “revenue team.”... Read more »Source: Bob Thompson – CustomerThink | Published: June 12, 2020 - 7:05 pm
- Is Customer Experience the Key to B2B Differentiation? Yes, the SERVICE ExperienceFor years we’ve seen many surveys finding that Customer Experience (CX) is a top priority and the key to differentiation. To the point that it’s become a mantra, accepted without question. Unfortunately, “CX” is used so broadly that it’s not clear whether it means customer service, the end-to-end customer journey,... Read more »Source: Bob Thompson – CustomerThink | Published: May 15, 2020 - 6:05 pm
- CX ROI: How to Justify Improving the Customer Service ExperienceTo gain funding to improve the service experience, CX pros must support the KPIs of the customer service department. Improving customer satisfaction is not enough. At first blush, it should be a no-brainer to justify a Customer Experience (CX) program to improve the service experience. Customer Service (CS) is often... Read more »Source: Bob Thompson – CustomerThink | Published: May 1, 2020 - 8:33 pm
- How to Sustain Relationships with Customers and Employees During the COVID-19 CrisisOn April 23, 2020, CustomerThink’s Advisors came together to support a webinar with tips on how to deal with the COVID-19 crisis. In this post I share my opening comments and highlight some of the content shared by the speakers. I encourage everyone to view the full recording here. Be... Read more »Source: Bob Thompson – CustomerThink | Published: April 24, 2020 - 7:00 pm
- 7 Global CX Experts Reveal How to Prove the Business Value of Customer ExperienceFor the past three years (starting with this article) I’ve been banging the drum about a worrisome problem. Namely, less than one in four CX initiatives can demonstrate business impact in the form of tangible benefits. My argument in a nutshell: During a downturn, CX programs that can’t justify their... Read more »Source: Bob Thompson – CustomerThink | Published: April 10, 2020 - 9:42 pm
- Can Revenue Operations (RevOps) Finally Get B2B Sales and Marketing to Embrace Customer Experience?Revenue Operations — RevOps for short — is a growing trend according to a new report “The State of Revenue Operations 2019.” Compared to 2018, the number of companies reporting a dedicated RevOps group increased from 20% to 31%. What caught my eye was this statement from Rachael McBrearty, Chief... Read more »Source: Bob Thompson – CustomerThink | Published: March 27, 2020 - 8:52 pm
- Zendesk makes bold CRM move with new platform and sales suiteZendesk is a well-known and huge presence in the help desk market. Founded in 2007 in Copenhagen, Zendesk is now a public company that serves over 150K customers globally and is rapidly approaching $1 billion in annual revenue. Impressive. Visit review sites like G2 or TrustRadius and you’ll find Zendesk... Read more »Source: Bob Thompson – CustomerThink | Published: March 11, 2020 - 8:23 pm
- Report: Retention critical to growing subscription economy, but ownership and tactics need workSubscription businesses are growing, big time. From cloud-based technology providers like Salesforce.com to consumer-focused brands like Stitchfix, increasingly the strategy is to convince customers to commit to recurring payments rather than a one-time charge at the beginning. Gartner forecasts that cloud revenue will exceed $300B by 2021. And the subscription... Read more »Source: Bob Thompson – CustomerThink | Published: March 6, 2020 - 4:29 am
- InMoment acquires MaritzCX, sets up Battle Royale in EFM industryLast year the big news in the Enterprise Feedback Management (EFM) industry was Medallia going public and SAP’s acquisition of Qualtrics. That was a wake-up call to the rest of the industry that it’s time to make a move. Typically industries consolidate around a few (3-5) players, with the rest... Read more »Source: Bob Thompson – CustomerThink | Published: March 3, 2020 - 8:03 pm
- Deloitte: The Future of B2B Sales is “Experience Selling”Late last year I received a copy of an excellent paper reviewing the results of Deloitte’s research into the state of “experience selling.” I wanted to share some highlights from the report and my discussion with Harry Datwani, a Principal at Deloitte Digital who leads their US Sales Transformation offering.... Read more »Source: Bob Thompson – CustomerThink | Published: January 23, 2020 - 5:56 am
- Beating the CX Slump: Leaders Spend Money FasterWelcome to 2020 and the start of a new decade! CX dominated the conversation in the past 10 years; it will be interesting to see what happens next. In recent years one of the big topics has been how to get more bang for the CX buck. CX success stories... Read more »Source: Bob Thompson – CustomerThink | Published: January 12, 2020 - 7:47 pm
- Top Do’s and Don’ts of Customer Journey Mapping — 10 CX Experts Spill the Beans!If you’re involved with a Customer Experience (“CX” for short) initiative, there’s a very good chance that you’re also doing customer journey mapping (CJM). If fact, CustomerThink’s recent study of 200+ CX initiatives found nearly 8 of 10 respondents reported developing a journey map. But simply creating a map was... Read more »Source: Bob Thompson – CustomerThink | Published: October 19, 2019 - 5:42 pm
- Customer Success — A Unifying Mission for CRM and CXMIn this article, I’ll discuss how the “customer success” movement has developed, what it means, and why I believe it should be a unifying mission to help companies get value from both CRM and CXM, or whatever term you want to use for being customer-centric.... Read more »Source: Bob Thompson – CustomerThink | Published: October 13, 2019 - 7:05 pm
Bob Thompson – CustomerThink
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- “Support” for the Unified Interface in the Advanced Chart Editor for the XrmToolBoxAs a lot of people have noticed, chart customizations in the Unified Interface in Model-Driven Power Apps, or Dynamics 365 does not behave the way they used to in the classic interface. This is because the Unified Interface only supports a subset of the chart customization options that were... Read more »Source: crm chart guy | Published: June 30, 2021 - 4:17 am
- Create Record Links From Power BI to Unified Interface and Dynamics 365A great dashboard in Dynamics 365, or Model-Driven App will not only show you the relevant data and insights, it will also make it easy to get to the relevant records so you can take action. Drill-downs and clicking on records to navigate to them has been the standard user... Read more »Source: crm chart guy | Published: November 4, 2020 - 2:55 pm
- Use Icons from Power Apps Unified Interface in Power BIAs Power BI is used increasingly within Dynamics 365 or Model-Driven apps, attention to detail in the user experience is increasingly important. Users should be able to seamlessly navigate between the two technologies, and the visual cues should match between them for a coherent user experience. Visual cues for example,... Read more »Source: crm chart guy | Published: October 22, 2020 - 10:28 pm
- DirectQuery CDS from Power BILast year I wrote a lengthy blog post comparing the three main methods of getting Dynamics 365, or Common Data Service data into Power BI for analysis. Now, at the most recent Microsoft Business Applications Summit, a new method was announced that I was finally able to try out. The... Read more »Source: crm chart guy | Published: May 30, 2020 - 4:05 am
- VideoCompare This Year to Last Year – Unified Interface editionSome years ago, I wrote a blog post about how to create a chart that compared monthly sales, to the same month in the previous year. The approach required quite a bit of XML editing and the chart was limited to only comparing this and last year. No data from... Read more »Source: crm chart guy | Published: March 31, 2020 - 12:09 pm
- Comparing the three main ways to get Dynamics 365 data into Power BIThere are a few different ways to get your Dynamics 365 data into Power BI. Now that the Common Data Service connector has come out of preview and is generally available, I figured it would be a good time to have a look at the different methods and how they... Read more »Source: crm chart guy | Published: July 24, 2019 - 4:42 am
- Power Query (M) Builder for the XrmToolBox (April 2019 update and fixes)It has been a little while since the last update, but Mohamed Rasheed and I just added some bug fixes and improvements to the Power Query (M) Builder for the XrmToolBox. If you are new to the Power Query (M) Builder and how it can accelerate Power BI report development... Read more »Source: crm chart guy | Published: April 25, 2019 - 4:27 am
- Embed filtered Power BI reports on Dynamics 365 forms – again – the official wayI realize this is my fourth blog on this particular topic, and I am sure it won’t be the last. The occasion: Microsoft has released a new built-in, easier way of embedding Power BI reports on Dynamics 365 and filter them according to record context. The approach is not as... Read more »Source: crm chart guy | Published: March 25, 2019 - 4:50 am
- Embed Power BI Visuals in Dynamics 365 – with Secure EmbedPower BI recently started supported embedding Power BI visuals securely out-of-the-box. That means we can now show Power BI reports inside Dynamics 365, without having to deal with authentication. And with minimal use of code, we can filter the visual to the record that it is being displayed on. Like... Read more »Source: crm chart guy | Published: February 18, 2019 - 10:39 pm
- VideoQuickly get Dynamics 365 data in to Power BI for Q&AThe Q&A feature in Power BI is great as it let’s users ask natural questions about your data and it will generate visuals and lists to answer those questions. Of course, there’s an assumption that Power BI has a data model that uses the same terminology as the user asking,... Read more »Source: crm chart guy | Published: August 20, 2018 - 4:20 am
crm chart guy
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- [reader] The future of personalization–and how to get ready for it | McKinseyThe future of personalization–and how to get ready for it | McKinsey The future of personalization–and how to get ready for it | McKinsey two very interesting concepts in this short read from McK. analytics translators – talks to the issue of data literacy, or rather the lack of it.... Read more »Source: so much to say… | Published: April 26, 2022 - 3:02 pm
- [reader] Executive views on business in 2022: PwCExecutive views on business in 2022: PwC Executive views on business in 2022: PwC the most interesting part of this is that talent acquisition and retention is in, supply chain, inflation taming, and agility are in. is this the year employee experience is really going to be in the driver... Read more »Source: so much to say… | Published: April 25, 2022 - 2:47 pm
- why bother with modern-day CX?continuing with the modern-day CX project, it is time for the question that’s in everybody’s (who cares about doing CX right) mind: why do i care? why should i change what i am doing with CX? why modern-day versus — say, golden days CX? i would like to say good... Read more »Source: so much to say… | Published: April 6, 2022 - 5:22 pm
- [reader] New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co.New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co. New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co. if you are old and “weathered” in this industry you probably came across the (very) old study from Bain & Co that said that... Read more »Source: so much to say… | Published: April 5, 2022 - 2:00 pm
- [reader] Changing Consumer Motivations & Expectations | AccentureChanging Consumer Motivations & Expectations | Accenture Changing Consumer Motivations & Expectations | Accenture let’s say that you can ignore the biased approach to surveying customers here and ignore the results that are not as dramatic as they imply in their early assertions (i know, market research and survey is... Read more »Source: so much to say… | Published: March 30, 2022 - 1:24 pm
- what is modern day cx?that’s a great question, no? it requires some context before it can be answered… and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one… in the early 1990s Tom Siebel started a company that gave birth to what later became CRM. this... Read more »Source: so much to say… | Published: March 17, 2022 - 4:57 pm
- Video[reader] The Cost of Missing Something | Tricia Wangthis is an “oldie” but still a fantastic watch. Tricia has an incredible background, and this talk on “thick data” is truly still ahead of its time – don’t miss it. yes, will post more of these short posts going forward so you can keep track of what i read... Read more »Source: so much to say… | Published: March 15, 2022 - 4:42 pm
- Videomodern day CX – the projectnew blog, new posts, and many more to come. why a project? why not do a long-a… a longer-than-normal post to lead to the promised land? i started it, i wrote the first 2-3 questions i wanted to answer, and that led to 2-3 more questions for each, and another... Read more »Source: so much to say… | Published: March 14, 2022 - 5:49 pm
- it’s here, it’s here — i am finally someone….well, five months later — i finally get to launch this blog. will start writing more often now that i have a place to put it all, everything in here will be related to my search for the meaning of modern day… there will be links to reports, studies, research,... Read more »Source: so much to say… | Published: March 13, 2022 - 8:07 pm
so much to say…
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- Chatmeter Launches Photo Analyzer and Review GeneratorChatmeter's newest Pulse Ai tools help companies generate and analyze customer feedback.... Read more »Source: Destination CRM | Published: January 21, 2025 - 5:00 pm
- AcquireUp Launches Express DigitalAcquireUp's Express Digital helps companies with webinar attendance.... Read more »Source: Destination CRM | Published: January 21, 2025 - 5:00 pm
- UneeQ Launches Version 2.0 of AI Digital Workforce SolutionUneeQ's next generation of AI workers give users faster response times, emotional intelligence, and lifelike personalities.... Read more »Source: Destination CRM | Published: January 21, 2025 - 5:00 pm
- Netigate Launches Ask AINetigate's Ask AI helps organizations collect and act on employee and customer feedback.... Read more »Source: Destination CRM | Published: January 21, 2025 - 5:00 pm
- IRL 2025 - A New CRM Industry Conference from Guys Who Aren't All That NewTo mark their 16th anniversary, the CRM Playaz are holding IRL 2025 Wednesday, Jan. 22. It's a conversational thought-leadership event taking place physically in Atlanta and streaming everywhere else, featuring a variety of industry thought leaders, analysts, industry executives, and more.... Read more »Source: Destination CRM | Published: January 21, 2025 - 1:00 pm
- IVR Market to Hit $6.1 Billion by 2030Valuates expects the interactive voice response software market to grow by nearly 5 percent over the next five years. (Featured on SpeechTechMag.com.)... Read more »Source: Destination CRM | Published: January 21, 2025 - 8:16 am
- ServiceNow Acquires CueinThe Cuein acquisition will advance the development of AI agents on the ServiceNow platform.... Read more »Source: Destination CRM | Published: January 20, 2025 - 5:00 pm
- TikTok's Uncertain Future Leaves Marketers ScramblingThe social media platform went dark for a while yesterday, and marketers should diversify in case it happens again.... Read more »Source: Destination CRM | Published: January 20, 2025 - 5:00 pm
- What is CRM in 2025? 13 Senior Executives from Leading Industry Vendors Share Their DefinitionsSenior executives from leading industry vendors including Adobe, Creatio, Microsoft, Oracle, Pegasystems, PROS, Salesforce, SAP, SugarCRM, UserTesting, Verint, Zoho and Zoom give their take on what CRM and CX are and how they're roles are evolving in the enterprise.... Read more »Source: Destination CRM | Published: January 19, 2025 - 5:20 pm
- Qlik Partners with TD SYNNEXNew partnership enables Qlik to reach tens of thousands of partners through TD SYNNEX's extensive ecosystem.... Read more »Source: Destination CRM | Published: January 17, 2025 - 5:00 pm
- Forsta Adds AI Capabilities to Human Experience PlatformForsta's new AI capabilities help organizations gain deeper insights and take action on customer and employee experiences.... Read more »Source: Destination CRM | Published: January 17, 2025 - 5:00 pm
- Brightcove Earns ISO Security CertificationBrightcove passes muster for customer data security with latest certification.... Read more »Source: Destination CRM | Published: January 17, 2025 - 5:00 pm
- The Top 5 Nearshore CX Outsourcing Destinations for 2025Population-dense offshore locations might become less desirable.... Read more »Source: Destination CRM | Published: January 17, 2025 - 5:00 pm
- The Trade Desk to Acquire SinceraSincera acquisition will expand The Trade Desk's advertising insight capabilities.... Read more »Source: Destination CRM | Published: January 16, 2025 - 5:00 pm
- Pipedrive Earns ISO 27701 CertificationPipedrive passed ISO 27001 surveillance audits for privacy and security management.... Read more »Source: Destination CRM | Published: January 16, 2025 - 5:00 pm
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- Self Service Reporting with Microsoft Power BIImagine a world where your end-users, customers, and vendors can generate business intelligence reports quickly, efficiently, and without relying on technical experts or developers. Microsoft Power BI, when integrated with […] The post Self Service Reporting with Microsoft Power BI appeared first on CRM Software Blog | Dynamics 365. Related... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 21, 2025 - 9:45 pm
- CRM Trends to Look For in 2025As we get into the new year, it’s time to explore the most pressing trends shaping the CRM space. From advancements in artificial intelligence to the evolution of social CRMs, […] The post CRM Trends to Look For in 2025 appeared first on CRM Software Blog | Dynamics 365. Related... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 21, 2025 - 1:03 am
- Partner with Stoneridge Software to Implement and Optimize Dynamics 365 Customer EngagementDynamics 365 Customer Engagement is a powerful suite of tools that helps you streamline processes and automate workflows through effective customer relationship management (CRM) capabilities. These tools streamline operations and […] The post Partner with Stoneridge Software to Implement and Optimize Dynamics 365 Customer Engagement appeared first on CRM Software... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 20, 2025 - 8:01 pm
- Speed Up Your Sales with e-Signatures and Document Core PackToday’s customers expect simple, fast, and digital experiences at every stage of their buying journey. One of the most significant slowdowns in many sales processes is the back-and-forth required to […] The post Speed Up Your Sales with e-Signatures and Document Core Pack appeared first on CRM Software Blog |... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 20, 2025 - 1:24 pm
- Safely Customizing in a Power Platform Production EnvironmentCustomizing directly in a Power Platform Production environment can feel like juggling flaming torches while riding a unicycle! The thrill of making immediate improvements is undeniable, but the […] The post Safely Customizing in a Power Platform Production Environment appeared first on CRM Software Blog | Dynamics 365.... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 17, 2025 - 1:39 pm
- 6 Ways CRM Helps You SellCRM is a powerful sales tool When a company adopts a CRM system, it is the salespeople who are often most directly affected. It’s no surprise, then, that many salespeople […] The post 6 Ways CRM Helps You Sell appeared first on CRM Software Blog | Dynamics 365. Related posts:... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 15, 2025 - 4:59 pm
- 5 Benefits of Live Chat and Microsoft Dynamics 365 CRM IntegrationCustomer service and sales teams using Microsoft Dynamics 365 CRM often face challenges in managing real-time interactions effectively. Common issues include delays in responding to customer inquiries, difficulty in tracking […] The post 5 Benefits of Live Chat and Microsoft Dynamics 365 CRM Integration appeared first on CRM Software Blog... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 15, 2025 - 9:31 am
- Is ERP the Right Tool for Subscription Billing? Insights for Microsoft CSP PartnersSubscription Billing with Dynamics Business Applications: A Better Approach for CSP Partners Recently, there’s been a surge in interest around Subscription Billing within Microsoft Dynamics Business Applications, such as Business […] The post Is ERP the Right Tool for Subscription Billing? Insights for Microsoft CSP Partners appeared first on CRM... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 15, 2025 - 8:51 am
- Customer Journey: Cultivating Customer AdvocacyWelcome to the advocacy stage of the customer journey, where customers evolve into enthusiastic promoters of your brand. This phase is pivotal as it focuses on nurturing and leveraging satisfied […] The post Customer Journey: Cultivating Customer Advocacy appeared first on CRM Software Blog | Dynamics 365. Related posts: Customer... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 14, 2025 - 3:59 pm
- 2024 CRM Software Blog Award WinnersWhich Microsoft Dynamics Partners deserve the award for Top Blogger and Top Member on CRM Software Blog in 2024? This year we are also introducing a new category: Profiles with […] The post 2024 CRM Software Blog Award Winners appeared first on CRM Software Blog | Dynamics 365. Related posts:... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 13, 2025 - 7:21 pm
- Driving Productivity with CRM Solutions for Health Insurance BrokersHealth insurance brokers and agencies have unique needs that require robust, flexible, and integrated technology solutions. To increase broker productivity and operational efficiency, agencies must align with CRM systems that […] The post Driving Productivity with CRM Solutions for Health Insurance Brokers appeared first on CRM Software Blog | Dynamics... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 11, 2025 - 5:00 pm
- Top Dynamics 365 User Adoption / Gamification Tools to Maximize CRM ROI!This New Year, why not make work fun while tracking your team’s performance in Dynamics 365 CRM? Kick-off 2025 with tools that make work exciting and productive. Whether you're looking […] The post Top Dynamics 365 User Adoption / Gamification Tools to Maximize CRM ROI! appeared first on CRM Software... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 9, 2025 - 12:19 pm
- How To Brand Custom Model-Driven Apps In Microsoft Dynamics 365So, I’ll admit to being a bit of a zealot when it comes to icons in Microsoft Dynamics 365 model-driven apps. For years I’ve looked down my nose at app […] The post How To Brand Custom Model-Driven Apps In Microsoft Dynamics 365 appeared first on CRM Software Blog |... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 8, 2025 - 2:41 pm
- How to Connect to Dynamics 365 Data with Java-Based ApplicationsApplications developed on the Java platform are widely used in enterprises for everything from customer management to financial systems. At the same time, many businesses are modernizing, turning to Microsoft […] The post How to Connect to Dynamics 365 Data with Java-Based Applications appeared first on CRM Software Blog |... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 7, 2025 - 10:33 pm
- Top 10 CRM Software Blog Posts of 2024As we wrap up another year, we would like to acknowledge the contributions of our members. We appreciate all 335 informative articles written by our Microsoft Dynamics 365 experts, but […] The post Top 10 CRM Software Blog Posts of 2024 appeared first on CRM Software Blog | Dynamics 365.... Read more »Source: CRM Software Blog | Dynamics 365 | Published: January 7, 2025 - 8:10 pm
CRM Software Blog | Dynamics 365
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- CX Day: Better Outcomes for EveryoneCX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. It’s always the first Tuesday of October. This year’s theme is: Why this theme? According to the Customer Experience Professionals Association (cxpa.org/get-involved/cxday): To explore and highlight credible proof of business impact. Real-world return on investment:... Read more »Source: Lynn Hunsaker – CustomerThink | Published: September 25, 2024 - 8:59 pm
- CX ROI Metrics Roadmap TimelineYour CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging. Leading indicators are what you are doing that causes the lagging indicator. A leading indicator shows what... Read more »Source: Lynn Hunsaker – CustomerThink | Published: September 18, 2024 - 8:46 pm
- 24 Ways 2024 Customer Experience is Smarter: CX Strategy (Part 4 of 4)CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or they may be new to you. Going forward, our customer experience profession can increase value and maturity by embracing these 9 strategy truths, in addition to... Read more »Source: Lynn Hunsaker – CustomerThink | Published: September 5, 2024 - 9:45 pm
- CX ROI Handbook: Connecting Business Outcomes and Customer OutcomesCustomer outcomes never differ from business outcomes, and vice versa. Customer outcomes are why your business exists. — Providing value for their needs. — Their funding fueling your life. — Their preference is your growth. — Their expansion fueling investors. — Their responses guiding your strategies. How you run your... Read more »Source: Lynn Hunsaker – CustomerThink | Published: August 8, 2024 - 5:24 pm
- CX ROI Handbook: Connecting Customer Experience and Employee Experience ROIWhat is the employee experience and customer experience ROI connection? Let’s take a look at all the players and definitions. Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. — Communicated by Marketing and Sales employees. — Fulfilled by Operations and Service Delivery employees and partners. —... Read more »Source: Lynn Hunsaker – CustomerThink | Published: June 11, 2024 - 5:44 pm
- Customer Experience ROI Handbook: Proving CX Value to ExecutivesYour Customer Experience ROI Handbook started with “What is CX ROI?” (return on investment) and continues here with “Proving CX Value” in chapter two of this five-part series. To recap: Customer Experience ROI is value gained by customers plus value gained from customers. “Value gained” means a change happened: —... Read more »Source: Lynn Hunsaker – CustomerThink | Published: April 25, 2024 - 11:07 pm
- 24 Ways 2024 Customer Experience is Smarter: CX = EX (Part 3 of 4)Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Neither. Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation. We’re still learning and correcting inaccurate assumptions: How... Read more »Source: Lynn Hunsaker – CustomerThink | Published: March 7, 2024 - 8:55 pm
- Customer Experience ROI Handbook: What is CX ROI?What is Customer Experience ROI? This is a question with a hundred different answers, inaccurately. It’s not that complicated, but CX ROI advice is typically based on: — Inside-out viewpoints rather than outside-in perspectives. — A portion of customer experience management (selling, referrals, service, etc.). Let’s get clear definitions for... Read more »Source: Lynn Hunsaker – CustomerThink | Published: February 4, 2024 - 8:33 pm
- 24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I... Read more »Source: Lynn Hunsaker – CustomerThink | Published: February 2, 2024 - 12:29 am
- 24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)What do you know today that was unknown to everyone a year ago? In an immature field like Customer Experience Management, there are plenty of new things to discover! When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth. Here is the first... Read more »Source: Lynn Hunsaker – CustomerThink | Published: January 20, 2024 - 6:52 pm
- What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROIWhen you visit the NASA museum, you see extensive data usage guiding stellar results, admirable safety performance. and earth-shattering discoveries. DATA. It guides smarter choices, spurs course corrections, inspires fresh thinking, and proves value. In customer experience, how well are we using data? Could we use it better to achieve... Read more »Source: Lynn Hunsaker – CustomerThink | Published: January 8, 2024 - 5:47 am
- How 4 CX Metrics Drive 20 Growth MetricsConcentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten,... Read more »Source: Lynn Hunsaker – CustomerThink | Published: December 8, 2023 - 6:56 pm
- 24 CX ROI Metrics for Your Chief Customer Officer Prosperity PlaybookCustomers’ prosperity is your path to prosperity. For your solutions serving their needs, their funding serves the needs of employees, partners, and investors. Inversely, customers’ hardships (lack of prosperity) are extra costs for you, either to resolve their issues or to expand sales with new customers. As two sides of... Read more »Source: Lynn Hunsaker – CustomerThink | Published: November 23, 2023 - 3:54 am
- How to Quantify CX ROIQuantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. [This example uses small numbers for Service, such as a small... Read more »Source: Lynn Hunsaker – CustomerThink | Published: November 7, 2023 - 5:55 am
- How to Thrill Investors with Your Chief Customer Officer Leadership PlaybookEveryone believes employee experience (EX) and customer experience (CX) are symbiotic: one affects the other continually. Hmmm . . . Is this how your CEO has setup the senior leadership team? Does the Chief Customer Officer coordinate employee experience with customer experience? Does your Chief Human Resources Officer coordinate customer... Read more »Source: Lynn Hunsaker – CustomerThink | Published: September 19, 2023 - 6:46 pm
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- AI-Powered CX Advancements Redefine CRM in 2025CRM trends in 2025 will rely on artificial intelligence to move beyond hype and reshape customer relationships and experiences like never before. With innovations such as conversational AI and emotionally intelligent bots, businesses must prepare for a transformation that combines empathy and efficiency. The post AI-Powered CX Advancements Redefine CRM... Read more »Source: CRM Buyer | Published: January 16, 2025 - 1:00 pm
- Tech Advancements Reshaping Cash-Rewards Platforms for Customer LoyaltyTechnology is invigorating the cash-rewards marketplace, reshaping retail platforms by streamlining processes, enhancing user experiences, and increasing transparency. The post Tech Advancements Reshaping Cash-Rewards Platforms for Customer Loyalty appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: January 6, 2025 - 2:00 pm
- Sales Forecasting and CRM Need AI With Human InputCombining AI with human expertise in sales forecasting and CRM systems can optimize sales pipelines, improve accuracy, and drive better decision-making for increased revenue growth. The post Sales Forecasting and CRM Need AI With Human Input appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: January 2, 2025 - 2:00 pm
- Leveraging AI To Drive CRM Excellence and Customer EngagementAs businesses seek more efficient ways to connect with customers, the demand for AI-driven CRM solutions is surging. The post Leveraging AI To Drive CRM Excellence and Customer Engagement appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: December 10, 2024 - 11:00 pm
- Nimble CRM: Tools for Relationship-Centered GrowthNimble CRM stands out from traditional customer relationship management software by focusing on company-wide operations rather than just sales. The post Nimble CRM: Tools for Relationship-Centered Growth appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: December 5, 2024 - 1:00 pm
- 2025 Looks Like Another ‘Meh’ Year for CXAccording to Forrester’s “2024 US Customer Experience Index," CX quality among brands in the United States sits at an all-time low after declining for an unprecedented third year in a row. The post 2025 Looks Like Another ‘Meh’ Year for CX appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: November 12, 2024 - 2:00 pm
- CX Strategies That Drive Retention and ProfitabilityRoss Solomon, head of product management at financial solutions firm Broadridge, believes that firms must not lose sight of the big picture -- their existing customers. He argues that CX is not what gets customers in the door but keeps them from switching to competitors, even when the competition is... Read more »Source: CRM Buyer | Published: October 29, 2024 - 1:00 pm
- Automating CRM Productivity Falling Short of Improving CXAI-enabled automation is the new linchpin of innovation in CRM platforms. However, the expected productivity gains have yet to translate into meaningful improvements in customer experience (CX). The post Automating CRM Productivity Falling Short of Improving CX appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: October 22, 2024 - 12:00 pm
- AI-Powered Loyalty Platforms Bring New CX OpportunitiesData and artificial intelligence are crucial for effective customer loyalty programs. They are also revolutionizing the role of traditional CRM platforms. Initially, CRM systems changed business interaction with customers. Energizing this process with AI-powered data feeds gave marketers a new way to enhance customer engagement and retention. However, while similar... Read more »Source: CRM Buyer | Published: October 3, 2024 - 12:00 pm
- AI Not Exactly a Selling Point for ConsumersPromoting a product's AI features might appeal to marketers, but it has the opposite effect for many consumers. A recent study shows that labeling products as "Artificial Intelligence" makes people less likely to buy them. The post AI Not Exactly a Selling Point for Consumers appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: September 18, 2024 - 12:00 pm
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- Why More Leads Won’t Fix Your Revenue Problem (And What Will)Stop for a moment and think about this… When was the last time your sales team celebrated a marketing lead? (I’ll wait…) Here’s something I’ve noticed: It’s fascinating that while we’ve dedicated the last decade to marketing and sales technology, we’ve somehow overlooked the humans behind the numbers. Today’s reality... Read more »Source: markempa | Published: December 18, 2024 - 4:50 pm
- The Real Cost of a Broken Demand Engine (And Why it’s Not Your Team’s Fault)Stop me if this sounds familiar… Your marketing team is churning out content. Your sales team is grinding through calls. Your tech stack is packed with the best tools. And yet… something’s not clicking. Here’s something to consider: The real problem isn’t your sales or marketing team’s effort or creativity.... Read more »Source: markempa | Published: December 17, 2024 - 8:14 am
- Why Most Companies Get Their Ideal Customer Profile Wrong (And How to Fix It)Keeping up with an ever changing market requires that you also establish and update the profile of your ideal business prospect. Read more to learn five steps you can use to create and maintain an ideal customer profile system in your organization.... Read more »Source: markempa | Published: December 4, 2024 - 9:01 am
- Building an Effective ABM Lead List: Precision Beats VolumeA broad list of generic leads won’t cut when targeting high-value accounts. For account-based marketing (ABM) to succeed, you need a highly targeted list based on your Ideal Customer Profile (ICP). Think of it as a curated collection of potential accounts likely to convert rather than a generic pile of... Read more »Source: markempa | Published: November 14, 2024 - 9:04 pm
- The Empathy Paradox: Why Even Customer-Centric Marketers Fail at Understanding CustomersNo one will ever say “we don't focus on the customer. Learn why (even empathetic) marketers fail at customer empathy and how to fix it immediately... Read more »Source: markempa | Published: November 8, 2024 - 5:42 pm
- What CEOs Want from B2B Marketing: The Metrics That Actually Matter in 2025Find out the 6 most important marketing metrics that CEOs love along with tips and resources to calculate these vital KPIs right now... Read more »Source: markempa | Published: November 7, 2024 - 5:04 pm
- Transform Your Lead Management: A Customer-Centric Approach to Higher Conversion RatesTransform your lead management process and boost conversion rates with our proven 5-step framework. Learn how top B2B companies align sales and marketing to maximize revenue.... Read more »Source: markempa | Published: November 5, 2024 - 3:43 pm
- Email Marketing: 3 lead nurture paths you should automateMarketing automation can help you manage lead nurturing in a complex marketplace. Read on for three lead nurture paths you can automate to aid your B2B marketing efforts.... Read more »Source: markempa | Published: June 23, 2024 - 8:01 am
- The Essential Traits of Successful Sales Development Representatives (SDRs)During a recent B2B Roundtable Webinar about sales development, someone asked me, “What should I look for in an SDR?” After helping hire and train hundreds of sales development representatives, I’ve learned that the answer isn’t as straightforward as most people think. Let me share what I’ve discovered makes the... Read more »Source: markempa | Published: June 3, 2024 - 2:16 am
- Boost B2B Revenue: Prioritize Current Customers Now!“We know more about our prospects than our current customers.” When a client recently shared this with me, I had to pause. It perfectly captured a painful irony in B2B marketing: we often invest more energy in understanding people who might buy from us than those who already do. The... Read more »Source: markempa | Published: May 12, 2024 - 5:51 pm
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- Leadership in the Age of AI: Developing An Ecosystem MindsetI spent last Wednesday and Thursday with Michael Dila in Toronto, planning our upcoming retreats for Leadership in the Age of AI. One of the critical leadership traits we’ve identified is an ecosystem mindset: a way of thinking that addresses the potential impact of your decisions on people, organizations, society,... Read more »Source: Bodine & Co. | Published: July 22, 2024 - 3:05 pm
- Cyber Monday Sale: Save on CX Training & Coaching Through December 9It’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class &... Read more »Source: Bodine & Co. | Published: November 28, 2022 - 10:17 pm
- Customer Engagement: From Core Competencies To Business OutcomesPop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement... Read more »Source: Bodine & Co. | Published: May 3, 2022 - 5:28 pm
- Virtual Journey Mapping Bootcamp: May 2022Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and how you... Read more »Source: Bodine & Co. | Published: March 29, 2022 - 9:51 pm
- Catch Up On Our Most-Read (And Must-Read!) Posts From The Past YearEvery year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring... Read more »Source: Bodine & Co. | Published: February 15, 2022 - 2:57 pm
- Reimagining CX To Drive Real Human ConnectionRecently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want... Read more »Source: Bodine & Co. | Published: February 2, 2022 - 11:06 am
- Customer Experience: How To Get On The Superhighway To Business SuccessHere’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the... Read more »Source: Bodine & Co. | Published: October 20, 2021 - 12:53 am
- The Happiest Employees of 2021 — And Their Connections to CustomersAs I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom, two companies... Read more »Source: Bodine & Co. | Published: October 11, 2021 - 10:57 pm
- A CX Day Offer To Boost Your Journey Mapping OutcomesHappy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp.... Read more »Source: Bodine & Co. | Published: October 5, 2021 - 2:51 pm
- New Study Shows Major Disconnect Between Companies And CustomersEarlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their... Read more »Source: Bodine & Co. | Published: October 1, 2021 - 8:20 pm
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- Unlocking the Power of AI in FP&AHugh Cumming In the world of FP&A, the promise of ML and AI is accelerating change for professionals Dynamics 365Business CentralDynamics GPDynamics NAVMSDW AudioAccountingBI and ReportingFinancial Management... Read more »Source: Microsoft Dynamics News | Published: September 26, 2023 - 4:00 am
- From the Microsoft Dynamics 365 CRM Blogs: Workflows; Sales sequences; RenderTemplate request; SSRS reportMSDW Reporter A selection of the latest insights from the Dynamics 365 CRM blogs Dynamics 365Customer EngagementDynamics CRMMSDW AudioSales & Marketing... Read more »Source: Microsoft Dynamics News | Published: September 24, 2023 - 4:00 am
- From the Microsoft Dynamics 365 Business Central blogs: SecretText; Account schedules; Power BI integration; Item returnsMSDW Reporter A selection of the latest insights from the Dynamics 365 Business Central blogs Dynamics 365Business CentralDynamics NAVMSDW AudioBI and ReportingSales Order ProcessingSecurity... Read more »Source: Microsoft Dynamics News | Published: September 24, 2023 - 4:00 am
- Microsoft Dynamics Partner Roundup: Payment integration: Industry alliance; Engagement letters; Learner engagementMSDW Reporter A selection of announcements from the Dynamics partner channel Dynamics 365Customer EngagementBusiness CentralFinance and OperationsMSDW AudioEducationFinancial ServicesLife SciencesManufacturingAccountingBusiness Process MgmtDocument AutomationFinancial ManagementManufacturing... Read more »Source: Microsoft Dynamics News | Published: September 22, 2023 - 4:00 am
- Event Preview: D365 Tech Connect welcomes Dynamics developers, admins, and SMEsJason Gumpert The annual D365 technical event from Ellipse Solutions returns to Dayton, Ohio this November Dynamics 365Customer EngagementFinance and OperationsDynamics AXDynamics CRMPower platformMSDW Audio... Read more »Source: Microsoft Dynamics News | Published: September 22, 2023 - 4:00 am
- Directions EMEA 2023 Preview: A connected ecosystem to meet in LyonJason Gumpert The event has surpassed its pre-pandemic levels with new participants and new perspectives Dynamics 365Business CentralDynamics NAVPower platformDirections EMEA 2023MSDW Audio... Read more »Source: Microsoft Dynamics News | Published: September 22, 2023 - 4:00 am
- Azure Updates: HDInsight; Generative AI; VM imagesMSCN Reporter The latest Azure updates AzureAI and Machine LearningComputeDatabasesDevelopmentIntegrationSecurity... Read more »Source: Microsoft Dynamics News | Published: September 21, 2023 - 4:00 am
- From the Microsoft Dynamics 365 Finance and Operations Blogs: Data entity metadata; Vendor evaluation; Quality management; Feature management featuresMSDW Reporter A selection of the latest insights from the Dynamics 365 Finance and Operations blogs Dynamics 365Finance and OperationsDynamics AXMSDW AudioData Management... Read more »Source: Microsoft Dynamics News | Published: September 18, 2023 - 4:00 am
- Key Features in a Microsoft Dynamics 365 CRM User Action Monitoring SolutionSam Kumar 4 features that a user action monitoring app for D365 CRM should provide, from activity tracking to data quality and beyond Dynamics 365Customer EngagementDynamics CRMMSDW AudioCustomer Experience (CX)Customer Relationship MgmtData ManagementUser AdoptionUser Management... Read more »Source: Microsoft Dynamics News | Published: September 18, 2023 - 4:00 am
- From the Microsoft Dynamics GP Blogs: Bank reconciliation; Version checks & upgrades; Canadian payroll changesMSDW Reporter A selection of the latest insights from the Dynamics GP blogs Dynamics GPMSDW AudioBankingFinancial ManagementPayroll Processing... Read more »Source: Microsoft Dynamics News | Published: September 15, 2023 - 4:00 am
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- New CX Journey Inc. Website Launching!Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note:This site will... Read more »Source: CX Journey™ | Published: June 27, 2019 - 1:58 am
- Agile Working in Practice: More Tips to Help Analytics Teams TransitionImage courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the series here.In my first post on how to... Read more »Source: CX Journey™ | Published: June 25, 2019 - 6:33 pm
- Agile Working for Analytics Teams Needs a Culture ChangeImage courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of... Read more »Source: CX Journey™ | Published: June 20, 2019 - 7:00 pm
- Is Your Own Management Stalling Your Customer Experience Transformation?Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.In this follow-up... Read more »Source: CX Journey™ | Published: June 17, 2019 - 5:43 pm
- The Secret Sauce to Achieve Outcomes with Journey MappingIn today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping... Read more »Source: CX Journey™ | Published: June 12, 2019 - 8:49 pm
- Exposure is What You Die from in the DesertIf you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will... Read more »Source: CX Journey™ | Published: June 10, 2019 - 6:04 pm
- Has Your #CX Transformation Stalled?Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a customer experience transformation journey. The bad news is... Read more »Source: CX Journey™ | Published: June 5, 2019 - 7:03 pm
- On Becoming People-CentricThis is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to... Read more »Source: CX Journey™ | Published: May 29, 2019 - 6:10 pm
- CX Journey™ Musings: On Means and Outcomes...Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the... Read more »Source: CX Journey™ | Published: May 22, 2019 - 7:38 pm
- Leaders Need to Show, Not Just SayImage courtesy of PixabayHow do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course,... Read more »Source: CX Journey™ | Published: May 15, 2019 - 6:25 pm
- Focus on the People and the Numbers Will ComeImage courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for a lot of executives to grasp. They know the... Read more »Source: CX Journey™ | Published: May 8, 2019 - 8:39 pm
- You Aren't Journey MappingI hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you... Read more »Source: CX Journey™ | Published: May 1, 2019 - 6:17 pm
- Prioritizing Your #CX Improvement InitiativesImage courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for... Read more »Source: CX Journey™ | Published: April 24, 2019 - 9:28 pm
- 10 More All-Too-Common VoC Program Mistakes - Part 2Image courtesy of PixabayThis is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not... Read more »Source: CX Journey™ | Published: April 17, 2019 - 6:11 pm
- 10 All-Too-Common VoC Program Mistakes - Part 1Image courtesy of PixabayI originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started... Read more »Source: CX Journey™ | Published: April 10, 2019 - 6:17 pm
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- SaaS or the Rise of the UndeadSaaS is dead! It will be replaced by agentic systems that replace coded business logic by AI agents that autonomously interact to bring said business logic to life, just smarter. Satya Nadella said it – or at least something in these lines, if I believe all the pundits around. His... Read more »Source: Blog Archives - Epikonic | Published: January 8, 2025 - 1:02 am
- Agentforce 2.0 – Champ or Chump?The News On December 17, 2024, Salesforce announced Agentforce 2.0 after introducing Agentforce 1.0 during the company’s Dreamforce event. With it, it repositions Agentforce as a “Digital Labor Platform” that is capable of supplying businesses with an infinite workforce. This way, they shall be able to address internal challenges like... Read more »Source: Blog Archives - Epikonic | Published: December 20, 2024 - 7:33 pm
- From Hype to ROI: Navigating Generative AI, CRM, and CX in 2025It is hard to believe but another year just flew by. It was a year that was defined by considerable hope and hype about generative technologies. It also means that another year lies ahead of us, a year that may or may not bring change. It also means that I... Read more »Source: Blog Archives - Epikonic | Published: December 9, 2024 - 11:30 pm
- Salesforce delivers Q3 numbers and bets the house on … what?The News Yesterday, December 3, 2024, Salesforce reported its Q3 / 2025 numbers. The company reported a total GAAP revenue of $9.44B US, which is a year-over-year change of eight percent and also slightly above the guidance of up to $9.36B that it gave after Q2. In addition, Salesforce raised... Read more »Source: Blog Archives - Epikonic | Published: December 4, 2024 - 7:55 pm
- Does Zendesk enable a true human – AI partnership?The news On October 9, 2024, Zendesk held its AI Summit in New York’s Chelsea Industrial. The AI Summit is an event mainly for customers to inform themselves about what is new at Zendesk but also to network with each other. The event featured an interesting lineup of customer and... Read more »Source: Blog Archives - Epikonic | Published: October 12, 2024 - 1:16 am
- Salesforce, Agentic AI, and YouSalesforce told us its agents were coming, and it was still a surprise when the agents arrived. If you’ve been conscious for the past year, you know how much news (or noise) there has been about artificial intelligence. Salesforce billed Dreamforce24 as “the largest AI event in the world.” It... Read more »Source: Blog Archives - Epikonic | Published: September 23, 2024 - 5:16 pm
- Who’s in the driver’s seat – Human or Agent?Oracle Cloud World is in the books, Dreamforce just wrapped up, Hubspot’s Inbound event is still on, and there is one key theme that overarches all three events. And no, it is not Larry Ellison getting all cozy with AWS (or Azure, for that matter). It is also not that... Read more »Source: Blog Archives - Epikonic | Published: September 19, 2024 - 10:54 pm
- Are Agents the Future of Salesforce?The news Dreamforce 2024 has (almost) started and the announcements are pouring in. Unsurprisingly, many of them are about AI, generative AI, Slack, and of course, agents. One of the major announcements that Salesforce made these days is about the release of Agentforce. According to Salesforce, Agentforce is ”a groundbreaking... Read more »Source: Blog Archives - Epikonic | Published: September 17, 2024 - 3:34 am
- Zoho Analytics – One Platform to Help them All?The News On September 12, 2024, Zoho released a new, AI-rich version of Zoho Analytics that brings self-service BI to any persona in business. The release added more than 100 features and now offers powerful AI and ML capabilities. These enable diagnostic insights, predictive analytics, and automatic report and dashboard... Read more »Source: Blog Archives - Epikonic | Published: September 12, 2024 - 6:12 pm
- Is SAP on a steamroll?The news On Monday, July 22, 2024, SAP presented its numbers for Q2 and H1, 2024. The highlights include: This in combination with an increasing margin. The total revenue growth and high profitability needs to be seen in the context of the company’s still ongoing cloud transformation, with continuously decreasing... Read more »Source: Blog Archives - Epikonic | Published: July 24, 2024 - 9:30 pm
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- 7 Reasons Why Companies Are Switching CRM SoftwareCRM software should drive business growth, streamline workflows, and provide valuable insights. However, many organizations’ current CRM fails to deliver. This shortfall often leads to inefficiencies, missed opportunities, and frustration across teams.... Read more »Source: CRM Switch | Published: November 26, 2024 - 10:31 pm
- Salesforce vs. HubSpot: The High Level DifferencesMany organizations that go through a Customer Relationship Management (CRM) selection process include Salesforce and HubSpot on their vendor shortlists.... Read more »Source: CRM Switch | Published: October 31, 2024 - 2:52 pm
- The Project Management Office (PMO)A Project Management Office (PMO) standardizes project intake and execution, enabling organizations to concentrate on high-value initiatives and laying the foundation for successful project delivery. What Can a PMO Do for You? A PMO serves as a service provider that gives stakeholders confidence and assurance in their project control. Capability... Read more »Source: CRM Switch | Published: July 29, 2024 - 9:46 pm
- Why You Want an Independent Technology AdvisorYou know your company needs a technology facelift, but choosing the right software for your business feels like navigating a maze. With a multitude of options available, the guidance of a technology consultant becomes invaluable. However, not all consultants are created equal. This blog post explores the significance of independent... Read more »Source: CRM Switch | Published: July 11, 2024 - 1:10 pm
- Digital Sales Rooms: The Promise and The ChallengeA Digital Sales Room (DSR) is a microsite where a salesperson can share timely and relevant digital assets — personalized videos, presentations, and product brochures — with specific prospects and customers. For some vendors, DSR is the core offering; for others, it’s a subset of a broader sales enablement offering.... Read more »Source: CRM Switch | Published: March 18, 2024 - 4:20 pm
- Using Video for Sales to Engage Prospects and CustomersVideo is an under-utilized selling tool. A well-crafted salesperson-generated video can educate and engage a prospect or customer more effectively than a text email. The video-selling platform vendors have been espousing this for years. Unlike a phone call or an online meeting, video communication is asynchronous, meaning that content can... Read more »Source: CRM Switch | Published: March 3, 2024 - 2:19 pm
- Why You Need a CRM Usage PolicyDoes your company need a CRM Usage Policy? The answer is unequivocally ‘Yes.’ Unless you operate as a small entity where daily close-knit interactions are the norm, a CRM Usage policy can save you from many headaches. The Outcomes You Want to Avoid When implementing a Customer Relationship Management (CRM)... Read more »Source: CRM Switch | Published: February 28, 2024 - 8:17 pm
- The Types of CRM Consulting Roles: What You Need to KnowCRM consulting is often regarded as a monolithic service. However, it is more than one thing delivered by one person. Implementing a customer relationship management system is a complex process that requires many levels of planning, focus, and execution. It also involves a variety of internal and external skill sets... Read more »Source: CRM Switch | Published: February 22, 2024 - 3:19 pm
- Applying the IKEA Effect to Your CRM ProjectThe IKEA Effect can positively impact the success of your CRM project. This post will teach you about the effect and how it applies to business software projects. It’s not advisable to spring the following on certain long-time or influential employees: “We’ve implemented a new CRM system. Your login will... Read more »Source: CRM Switch | Published: February 14, 2024 - 3:26 pm
- A CRM Process: From Awareness to Loyal CustomerA mental framework of a CRM process can help guide your CRM planning efforts. One of the dictionary definitions of process is “a series of actions or steps taken to achieve a particular end.” There are several definitions of a CRM process. Our perspective of the CRM process is: The... Read more »Source: CRM Switch | Published: January 21, 2024 - 3:17 pm
- CRM Data Quality: Preventing Problems Before They StartData quality in CRM is not just a technical issue — it’s proper business process definition and user adherence to agreed-upon standards. Erroneous and incomplete CRM data costs time and money. Good data can help secure new business and retain existing customers. Another form of data quality is architectural —... Read more »Source: CRM Switch | Published: January 7, 2024 - 3:10 pm
- CRM Vendor DirectoryThe Customer Relationship Management (CRM) landscape is expansive, with vendors offering different flavors of this popular type of business software. The global Customer Relationship Management market was valued at $64.41 billion in 2022. This means plenty of opportunity for CRM vendors to address various market segments. The listing below shows... Read more »Source: CRM Switch | Published: December 23, 2023 - 4:12 pm
- What is CRM artificial intelligence and what can it do for my business?Before ChatGPT came along, CRM vendors had started to embed artificial intelligence in their apps. Customer Relationship Management software vendors have touted AI for several years. Still, it has not yet been as widely adopted as in other areas, such as image generation, coding, and debugging. So, how does AI... Read more »Source: CRM Switch | Published: September 12, 2023 - 12:08 am
- How to Select a CRM Implementation PartnerCongratulations! You’ve decided to begin CRM evaluations, and your company will be the proud owner of new CRM software in a few months. Once you select a CRM vendor, the hard part will be over, right? Well, not quite. The next challenge on your journey will be as significant —... Read more »Source: CRM Switch | Published: August 24, 2023 - 11:52 pm
- Video6 Ways to Give Value First in Sales & Marketing and WhyGiving value first has become critical to improving sales and marketing results. It creates trust with people you have just met and those you have yet to meet (‘strangers’ in marketing speak). Below, you’ll gain insights into the transformative power of value-first strategies in sales and marketing because these techniques... Read more »Source: CRM Switch | Published: August 22, 2023 - 12:48 pm
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- Insurance healthcare in Nigeria: 9 Cheap telemedicine startups to look out for in 2024The growing use of technology has made healthcare more accessible than ever. Nigerian telemedicine startups are transforming healthcare delivery by enabling simple access to affordable medical care. These startups provide several services, including virtual doctor consultations, prescription drug deliveries to homes, and online medical consultations. They also offer access to... Read more »| Published: June 22, 2024 - 3:12 pm
- Generative Ai in Insurance: Top 7 Use Cases You Should KnowWith Generative AI making a significant impact globally, businesses need to explore its applications across different industries. The insurance sector, in particular, stands out as a prime beneficiary of artificial intelligence technology. In this article, we delve into the reasons behind this synergy and explain how Generative AI can be... Read more »| Published: June 22, 2024 - 2:20 pm
- Your Guide to the Best Self Employment Health InsuranceYou’re considered self-employed if you own a business, which may or may not have employees. You have multiple options to get health insurance. One avenue is the Affordable Care Act health insurance marketplace, which offers comprehensive health coverage. You can go to the SHOP Marketplace for small businesses to shop... Read more »| Published: June 22, 2024 - 1:28 pm
- Best 10 Digital Insurance Companies in 2024The insurance landscape is rapidly evolving, driven by digital innovation and a growing demand for more customer-centric services. In 2024, several digital insurance companies have stood out for their innovative approaches, user-friendly platforms, and comprehensive coverage options. Here’s a detailed look at the top 10 digital insurance companies making waves... Read more »| Published: June 22, 2024 - 3:33 am
- Best 10 Pet Insurance Companies in 2024Choosing the right pet insurance is crucial for ensuring your furry friends receive the best possible care without breaking the bank. Here’s a detailed look at the top 10 pet insurance companies in 2024, perfect for readers who are new to pet insurance. 1. Embrace Pet Insurance Coverage and Flexibility:... Read more »| Published: June 22, 2024 - 2:51 am
- Top 10 Cyber Insurance Companies in 2024Cyber Magazine considers some of the leading cyber insurance companies that help protect businesses’ valuable data and provide digital reassuranceCyber Magazine considers some of the leading companies in cyber insurance that help businesses to protect their digital assets and provide peace of mindCyber insurance policies can help to cover the... Read more »| Published: June 22, 2024 - 2:44 am
- Top 10 Black Box Insurance Companies for Young DriversBlack box insurance, or telematics insurance, is an effective way for young drivers to secure affordable insurance by demonstrating safe driving habits. Here’s an expanded look at the top 10 black box insurance companies, each offering unique features tailored to young drivers. 1. Churchill DriveSure Overview:Churchill’s DriveSure policy uses a... Read more »| Published: June 22, 2024 - 2:31 am
- Top 10 Car Insurance Companies in NigeriaChoosing the right car insurance company is crucial for ensuring the safety and financial protection of your vehicle. Nigeria boasts several reputable car insurance companies, each offering a variety of plans and services tailored to meet the diverse needs of customers. Here is an in-depth look at the top 10... Read more »| Published: June 22, 2024 - 2:15 am
- How Much Does Small Business Insurance Cost?Small business insurance costs anywhere from about $14 to hundreds of dollars a month, depending on the coverage types you buy, such as general liability, commercial property, business interruption insurance, inland marine, cyber liability and/or workers compensation. If you purchase all these coverage types, you could pay around $368 a... Read more »| Published: June 22, 2024 - 1:12 am
- 10 Best Workers Insurance Providers in the USEven if your business has taken all the necessary precautions to ensure the safety of your employees, accidents can still happen in the workplace. But while most incidents result only in minor injuries without long-term effects on workers’ lives, catastrophic accidents do occur. And when they do, they can prove... Read more »| Published: June 22, 2024 - 12:55 am
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- These are the only earbuds you should be exercising in this yearWith their lightweight fit and great sound, the Nothing Ear Open earbuds have quickly become my favorite for working out. Plus, they're $60 off their original price right now.... Read more »Source: Latest news | Published: January 21, 2025 - 9:01 pm
- Samsung likely won't unveil a Galaxy Ring 2 tomorrow - but you can look forward to this insteadWe might not get Samsung's second-generation smart ring at its Unpacked event tomorrow, despite rumors that it's coming. Here's why.... Read more »Source: Latest news | Published: January 21, 2025 - 9:00 pm
- The best robot vacuum mops of 2025: Expert tested and reviewedWe've tested more than 50 of the best robot vacuum and mop combos from brands like iRobot, Roborock, Ecovacs, Eufy, and Dreame to find out which can keep a home clean.... Read more »Source: Latest news | Published: January 21, 2025 - 8:53 pm
- This surprise Android phone gives the Samsung Galaxy S25 Ultra a run for its moneyThe Honor Magic 7 Pro challenges the upcoming Galaxy S25 Ultra in several ways, making early-year phone releases all the more competitive.... Read more »Source: Latest news | Published: January 21, 2025 - 8:26 pm
- How to remove software from a Mac - and why you should do so regularlyStop leaving unused applications installed on your MacOS device. Here's why and two simple ways to remove them.... Read more »Source: Latest news | Published: January 21, 2025 - 7:56 pm
- Deepin 25 Linux preview looks and feels more like Windows - but is it safe?If you're facing the end of Windows 10 and seeking a Linux alternative, the Deepin distro has evolved into something you might like. There's just one catch.... Read more »Source: Latest news | Published: January 21, 2025 - 7:51 pm
- The best robot vacuums for 2025: Expert tested and reviewedWe've tested the best robot vacuums from brands like Roomba, Dreame, Narwal, Roborock, and more in a lab setting. These are our favorite models.... Read more »Source: Latest news | Published: January 21, 2025 - 7:46 pm
- How's Pixel Guided Frame feature can help people with no or low vision take photosIf you have a vision impairment and love snapping photos, the Pixel Guided Frame feature can help.... Read more »Source: Latest news | Published: January 21, 2025 - 7:03 pm
- The best TVs of 2025: Expert tested and reviewedWe tested the best TVs that offer a great balance between cost and premium features, and have high refresh rates and excellent picture quality from brands like Samsung, LG, and more.... Read more »Source: Latest news | Published: January 21, 2025 - 6:13 pm
- How Instagram's upcoming video editor aims to surpass TikTok's CapCutWith TikTok's CapCut now unavailable, Instagram is poised to unveil Edits - 'a full suite of creative tools.' Here's everything it's designed to do.... Read more »Source: Latest news | Published: January 21, 2025 - 6:11 pm
- Oppo's new foldable phone is thinner than a stack of 4 credit cardsThe latest folding phone to hit the market is being called the world's thinnest.... Read more »Source: Latest news | Published: January 21, 2025 - 5:32 pm
- How to turn Ollama from a terminal tool into a browser-based AI with this free extensionOllama allows you to use a local LLM for your artificial intelligence needs, but by default, it is a command-line-only tool. To avoid having to use the terminal, try this Firefox extension instead.... Read more »Source: Latest news | Published: January 21, 2025 - 5:22 pm
- Microsoft is forcing Windows 11 24H2 update on all eligible PCs, but is it stable enough?Computers running the Home and Pro flavors of Windows 11 23H2 and 22H2 will gradually be updated, whether you like it or not.... Read more »Source: Latest news | Published: January 21, 2025 - 5:18 pm
- The Excel World Championship is real, and it just crowned the king of spreadsheetsThe winner got $5,000, a fancy title, and perhaps most importantly -- a real championship title belt.... Read more »Source: Latest news | Published: January 21, 2025 - 5:12 pm
- The best headphones for working out in 2025: Expert tested and reviewedAccomplish your 2025 fitness goals with the best exercise headphones you can buy, from brands like Sony, JLab, Nothing, and more.... Read more »Source: Latest news | Published: January 21, 2025 - 5:12 pm
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