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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
Archie CRM
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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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- It?s Time to Assess Your Marketing Technology StackAdvances in digital marketing technology have enabled access to more information about prospects and customers and insights on how various campaigns are performing?but all those capabilities can lead to an incredibly complex martech stack.... Read more »Source: Destination CRM | Published: March 20, 2023 - 5:00 pm
- Verint and Carahsoft Partner to Bring Citizen Engagement Solutions to GovernmentCarahsoft will distribute Verint's customer engagement solutions to the public sector.... Read more »Source: Destination CRM | Published: March 17, 2023 - 5:00 pm
- MemberPress Integrates with OpenAI's ChatGPTWith the Uncanny Automator-based integration, users can add ChatGPT functions to the back end of WordPress websites running MemberPress.... Read more »Source: Destination CRM | Published: March 17, 2023 - 5:00 pm
- Clari Launches Integration HubClari's integration hub brings together all revenue-critical teams, systems, and signals.... Read more »Source: Destination CRM | Published: March 16, 2023 - 5:00 pm
- Waterfield Tech Launches Impact AnalysisWaterfield Tech's Impact Analysis is a consultative service to identify contact center inefficiencies and make recommendations for improvement. (Featured on SmartCustomerService.com.)... Read more »Source: Destination CRM | Published: March 16, 2023 - 5:00 pm
- AppsFlyer Launches ROI360 SuiteAppsFlyer's ROI360 unifies siloed in-app data that directly impacts revenue and marketing budgets.... Read more »Source: Destination CRM | Published: March 16, 2023 - 5:00 pm
- Infobip Launches Call Link for Live Video SupportCall Link enables video-based customer support calls through a simple URL.... Read more »Source: Destination CRM | Published: March 16, 2023 - 5:00 pm
- How Your Company Can Keep Up With Customer DemandsBecoming more adaptable can be a big advantage.... Read more »Source: Destination CRM | Published: March 16, 2023 - 5:00 pm
- Factoreal Launches Agent AppFactoreal's Agent App helps businesses streamline customer engagement through WhatsApp Business or company websites... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Juji Launches Generative AI Tool for Chatbot CreationJuji's AI chatbot creator empowers organizations to generate AI chatbots equipped with human soft skills.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Addressable Launches SmartCopyAddressable's SmartCopy is a GPT3-powered real estate marketing tool.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Braze Launches WhatsApp MessagingWhatsApp integration helps marketers build personalized conversations at scale.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Digimind Adds ChatGPT and AI Sense to SocialDigimind Social instantly analyzes any topic with dual AI integrations.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Salesforce?s Tableau Launches Slack Integration and AI-Powered FeaturesSalesforce's new AI features in Tableau combine personalization and automation.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
- Stravito Launches Research ManagementResearch Management allows insights teams to manage every aspect of their research projects from one space.... Read more »Source: Destination CRM | Published: March 15, 2023 - 5:00 pm
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- Why Proper End User Support and On-Demand Training is So Necessary in Dynamics 365 CE (CRM)Imagine putting so much time and energy in creating something that gets only seldomly used. Doesn't sound good right? Unfortunately that's the reality for many Microsoft Dynamics 365 CE (CRM) … Why Proper End User Support and On-Demand Training is So Necessary in Dynamics 365 CE (CRM) Read More »... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 20, 2023 - 1:11 pm
- Appointment Automation with MappyField 365Why restrict business growth because of timings when you can simply schedule prior appointments, get confirmation and keep track? A lot of businesses that rely on fresh products for making … Appointment Automation with MappyField 365 Read More » The post Appointment Automation with MappyField 365 appeared first on CRM... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 17, 2023 - 4:29 am
- VideoAttach2Dynamics: Save Storage by Migrating Email/Attachments to Cloud from within Microsoft Dynamics 365 CRMJohn, a sales manager at Norton PVT LTD, uses Microsoft Dynamics 365 CRM to keep track of client communication and manage email attachments/documents. As his business scaled, he exceeded the … Attach2Dynamics: Save Storage by Migrating Email/Attachments to Cloud from within Microsoft Dynamics 365 CRM Read More » The post... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 16, 2023 - 1:03 pm
- Get Started With Calendar 365Switching to an online tool for appointment booking might be overwhelming. You might be unclear about the flow and information that it requires to create your appointment booking page. This … Get Started With Calendar 365 Read More » The post Get Started With Calendar 365 appeared first on CRM... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 16, 2023 - 10:32 am
- Dynamics 365 CRM On-Premise or Cloud: Which is the Best?When installing a CRM solution, deciding between cloud and on-premise implementation is the most important preliminary task. Have you been wondering which deployment is best for your company? While some … Dynamics 365 CRM On-Premise or Cloud: Which is the Best? Read More » The post Dynamics 365 CRM On-Premise... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 16, 2023 - 7:29 am
- How do CRM and RevOps work together?Author: congruentX As businesses grow, managing customer relationships becomes increasingly complex. Keeping track of sales leads, customer interactions, and marketing campaigns can be overwhelming. This is where Customer Relationship Management … How do CRM and RevOps work together? Read More » The post How do CRM and RevOps work together?... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 15, 2023 - 2:57 pm
- Hiring A Microsoft Dynamics 365 Developer: Why and HowIt is undeniable that Microsoft Dynamics 365 products will boost the value of your products for customers. There is a high demand for Microsoft Dynamics 365 Developers, making Microsoft Dynamics … Hiring A Microsoft Dynamics 365 Developer: Why and How Read More » The post Hiring A Microsoft Dynamics 365... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 15, 2023 - 8:24 am
- How to Choose the Right Subscription-Based Pricing Model for Your Product or ServiceMore and more businesses are seeing the value of marketing their products and services through a subscription-based pricing model. There are many benefits. The buyer always has access to the … How to Choose the Right Subscription-Based Pricing Model for Your Product or Service Read More » The post How... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 14, 2023 - 10:27 am
- How a Dynamics 365 Portal can Prove to be Transformational for your BusinessWhile running a business, you must come to terms with the fact that not all customer experiences will be excellent. Some may be unsatisfactory - but just how much does … How a Dynamics 365 Portal can Prove to be Transformational for your Business Read More » The post How... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 14, 2023 - 9:56 am
- How to Hire Microsoft Dynamics 365 DeveloperOften, businesses start strong. Launching in a trendy market is easier, where your product or service is in an industry that is thriving. You offer something a little bit different … How to Hire Microsoft Dynamics 365 Developer Read More » The post How to Hire Microsoft Dynamics 365 Developer... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 14, 2023 - 9:40 am
- VideoTransform Your Sales Process with a Comprehensive Playbook in Microsoft Dynamics 365 CRMEffective sales process management is essential for businesses to succeed, and streamlining processes is key to maximizing efficiency and ROI. Organizations that prioritize standardizing and streamlining their sales processes experience … Transform Your Sales Process with a Comprehensive Playbook in Microsoft Dynamics 365 CRM Read More » The post Transform... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 11, 2023 - 12:31 pm
- AI Builder and Customer Service: 2023 New FeaturesThe Dynamics 365 & Power Platform 2023 Release Wave 1 is here and it comes with a host of great new features and improvements. In particular, I want … AI Builder and Customer Service: 2023 New Features Read More » The post AI Builder and Customer Service: 2023... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 8, 2023 - 4:22 pm
- Dynamics 365 Field Service Lets Your Team Work from AnywhereTechnicians often work in areas where access to their systems is limited. Having the ability to work offline in Dynamics 365 Field Service is such a valuable benefit. The post Dynamics 365 Field Service Lets Your Team Work from Anywhere appeared first on CRM Software Blog | Dynamics 365. Related posts:... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 8, 2023 - 4:10 pm
- You Know CRM, but What About Contextual CRM?Author JC Quintana The most powerful relationship development efforts have one thing in common: they are contextual. To be contextual, something must relate to the needs, circumstances, and characteristics of a … You Know CRM, but What About Contextual CRM? Read More » The post You Know CRM, but What About... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 8, 2023 - 1:19 pm
- VideoA Simple Power App for Videos and Step-by-Step Instructions for Your TeamOur exclusive Learning Center will provide your team with a consistent way to perform tasks within your specific CRM system. Easy is good! Transcript This is Steve Pestillo from P2 … A Simple Power App for Videos and Step-by-Step Instructions for Your Team Read More » The post A Simple... Read more »Source: CRM Software Blog | Dynamics 365 | Published: March 7, 2023 - 7:51 pm
CRM Software Blog | Dynamics 365
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- Chief Customer Officer Playbook: Balancing Experience Leadership with Experience ManagementA Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit... Read more »Source: Lynn Hunsaker – CustomerThink | Published: March 16, 2023 - 5:20 am
- 23 Customer Experience Practices You Should Stop in 2023“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes... Read more »Source: Lynn Hunsaker – CustomerThink | Published: January 30, 2023 - 6:37 pm
- 4 Growth Pitfalls of Employee, Partner, and Customer Experience Strategies in Hard TimesWhat seems logical in hard times may be opposite of what’s best for growth. When you’re in a pinch — instead of weakening customer experience, partner experience, and employee experience — you can strengthen value for all. You can do this through 3 universal keys and by avoiding 4 typical... Read more »Source: Lynn Hunsaker – CustomerThink | Published: October 14, 2022 - 3:56 pm
- 6 CX Spirit Animals for Today’s CX Imperative of TrustA CX spirit animal is a meme, or semi-humorous symbol or characterization of what it feels like to be in a CX role. For example, the ongoing pressure to increase response rates in a Voice of the Customer role feels like an owl: “Whooo can take my survey?” A Customer... Read more »Source: Lynn Hunsaker – CustomerThink | Published: August 30, 2022 - 3:30 am
- Chief Customer Officers Can Stop Shrinkflation and SkimpflationChief Customer Officers are stewards of customer value. This means you’re responsible for ongoing growth of value to your customers as well as value to your company. Creative value growth is essential, regardless of booms and busts in economic cycles. Alarmingly, product and service shrinkflation (reduced size) and skimpflation (reduced... Read more »Source: Lynn Hunsaker – CustomerThink | Published: August 1, 2022 - 3:00 pm
- Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 PerformanceSince yearly improvement is a sign of good health, what should you do when performance sags? If it’s your car or a student’s grades, or your health or your revenue, you would explore what’s broken or outdated. Accordingly, sagging performance in the Forrester 2022 CX Index is a wake-up call... Read more »Source: Lynn Hunsaker – CustomerThink | Published: July 13, 2022 - 6:01 am
- How to Cross-Pollinate Customer Experience, Employee Experience, and Partner Experience GrowthCustomer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups are the engine your organization relies upon for growth. Customers provide funds for salaries, budgets, and investors; employees provide what customers need; and partners deliver what... Read more »Source: Lynn Hunsaker – CustomerThink | Published: June 10, 2022 - 4:19 pm
- Customer Experience Leaders Can Learn from BaseballBaseball and other team sports are more than relaxing, entertaining social experiences. In fact, they’re great metaphors for business success. Wins mean stronger relationships with fans, whose enthusiasm generates sponsorships and sales of tickets and memorabilia, etc. The same is true in business: “CX wins” mean stronger relationships with customers... Read more »Source: Lynn Hunsaker – CustomerThink | Published: May 18, 2022 - 5:20 am
- How to Motivate Executive Buy-in for CX, EX, and PXThe absence of leadership buy-in is a major hurdle to the success of experience management teams. In a small poll last week, more than half of the respondents said the absence of leadership buy-in is the greatest cause of failed customer experience (CX) programs. I believe employee experience (EX) and... Read more »Source: Lynn Hunsaker – CustomerThink | Published: April 5, 2022 - 7:30 pm
- How Trust is the Basis for Value from Customer and Employee ExperienceTrust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these parties to enrich your life, business, and growth. They entrust you to do the same. Trust is reciprocal. In particular, businesses rely on (a) customers to... Read more »Source: Lynn Hunsaker – CustomerThink | Published: February 3, 2022 - 4:47 am
- Customer Experience Growth Mindset for B2B ExecutivesB2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it’s generally universal. Your mindset about customer management overrides your values and... Read more »Source: Lynn Hunsaker – CustomerThink | Published: October 6, 2021 - 8:49 pm
- How B2B Voice of the Customer Maturity Drives GrowthB2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many... Read more »Source: Lynn Hunsaker – CustomerThink | Published: August 21, 2021 - 4:50 am
- Four Steps to Accelerate B2B CXM Maturity and Propel Stronger GrowthB2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. You... Read more »Source: Lynn Hunsaker – CustomerThink | Published: June 10, 2021 - 6:44 am
- Customer Experience Metrics TutorialCustomer experience metrics are the most important choices in your CX strategy! What you monitor shapes your mindsets, conversations and actions. Yet recent studies show that only 21% of businesses are “very or extremely satisfied” with their ability to quantify the impact of customer experience on business results.1 There’s no... Read more »Source: Lynn Hunsaker – CustomerThink | Published: April 16, 2021 - 7:17 am
- B2B CX Metrics & ROI Maturity: Linking Customer Expectations to Business PerformanceB2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your... Read more »Source: Lynn Hunsaker – CustomerThink | Published: April 10, 2021 - 3:49 am
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- Businesses Willing To Pay Big Bucks for Quality Customer ServiceA recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long. The post Businesses Willing To Pay Big Bucks for Quality Customer Service appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: March 20, 2023 - 6:47 pm
- CRM GPTGenerative AI's appeal stems from the potential to lower costs (labor) while maintaining close customer relationships. Hence, CRM vendors are all over it, like junkyard dogs. The post CRM GPT appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: March 14, 2023 - 8:02 pm
- Salesforce Brings Generative AI to CRM and Its Name Is Einstein GPTCRM powerhouse Salesforce joined the ranks of Google and Microsoft Tuesday when it announced its own generative AI technology to deliver personalized content across every sales, service, marketing, commerce, and IT interaction in every Salesforce cloud. The post Salesforce Brings Generative AI to CRM and Its Name Is Einstein GPT... Read more »Source: CRM Buyer | Published: March 8, 2023 - 1:00 pm
- The Quantum of SalesforceSalesforce’s quantum characteristics are largely due to its ability to let its machines generate some of its products, and that will continue. The post The Quantum of Salesforce appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: March 3, 2023 - 1:00 pm
- How Oracle Stays a Step Ahead of Activist InvestorsIt's vital to stay ahead of the activists and to act before they force your hand, even if the results will be very similar. Staying ahead means possibly keeping some activists off your board of directors. The post How Oracle Stays a Step Ahead of Activist Investors appeared first on... Read more »Source: CRM Buyer | Published: February 10, 2023 - 3:28 pm
- DevRev Brings New Approach to SaaS ManagementDevRev is an API-driven, developer-first CRM platform for product-led SaaS companies that merges customer support conversations and tickets with developer issues and product enhancements. The post DevRev Brings New Approach to SaaS Management appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: February 8, 2023 - 1:00 pm
- Brands Can Profit From These 5 Customer Experience Trends in 2023By executing wisely and investing in communication automation and AI services, companies can avoid negative impacts on revenue growth while improving CX. The post Brands Can Profit From These 5 Customer Experience Trends in 2023 appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: January 31, 2023 - 1:00 pm
- Salesforce’s SuitorsActivist investors frequently, but not always, strip a company of its equity, load it with debt, and cast it off, a quivering hulk of a once dynamic company. It's too early to say this fate awaits Salesforce, and it's important to see the process work out because there is some... Read more »Source: CRM Buyer | Published: January 30, 2023 - 7:50 pm
- Zoho Desk Pairs People and BotsZoho Desk provides impressive agent productivity and happier customers because its "blended conversations" drive solutions and keep waiting times minuscule. The post Zoho Desk Pairs People and Bots appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: January 25, 2023 - 1:00 pm
- 3 Personalization Trends That Will Change E-Commerce in 2023The baseline of personalization still involves the consumer experience. Staying ahead of the trend is essential to make informed decisions. Expect the following three personalization trends to make an impact in 2023. The post 3 Personalization Trends That Will Change E-Commerce in 2023 appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: January 24, 2023 - 1:00 pm
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- 4 step lead generation analysis to optimize sales conversionLearn how to do lead analysis by following 4 steps to optimize marketing and demand generation metrics and resources to get started... Read more »Source: markempa | Published: March 3, 2023 - 9:01 am
- 10 Lead Generation and Prospecting Tips for SalespeopleDiscover 10 powerful lead generation strategies to supercharge your business growth. From content marketing to social media, learn how to attract more leads today!... Read more »Source: markempa | Published: February 14, 2023 - 6:18 am
- VideoEmpathy: How It Can Grow Your Sales and Marketing PipelineEmpathy is an important tool for sales and marketing. Learn why empathic marketing can help you grow your pipeline and increase sales. Learn how.... Read more »Source: markempa | Published: February 6, 2023 - 9:40 pm
- Lead Nurturing: 5 Useful Tactics to Get More OpportunitiesLearn 5 lead nurturing tactics to convert more marketing qualified leads to sales accepted and get tips to nurture prospects to get more qualified leads.... Read more »Source: markempa | Published: April 30, 2022 - 1:00 pm
- VideoLead Nurturing: 4 Steps That Help More Customers BuyFind out about lead nurturing. Learn the 4 steps of walking through the buying journey with your customer to help them progress.... Read more »Source: markempa | Published: January 12, 2022 - 7:40 pm
- Influencer Marketing Strategy: 4 Influencer Outreach StepsLearn 4 steps to develop influence relationships and how to drive better demand generation results and more qualified sales leads with influencer marketing... Read more »Source: markempa | Published: August 19, 2021 - 1:00 pm
- mp3The Power of Brand Activism: How Businesses Can Use It for GoodLearn from Dr. Philip Kotler describe brand activism, the importance of focusing on a purpose as a company, and the problems encountered when companies do not use brand activism correctly.... Read more »Source: markempa | Published: May 24, 2021 - 2:06 pm
- The B2B Lead Blog is now the markempa blogThe B2B Lead Blog joins markempa, get the scoop, learn what you can expect, and what’s next to move forward.... Read more »Source: markempa | Published: May 18, 2021 - 3:15 pm
- Relevant B2B Content on the DeclineOnly a quarter of marketing professionals believe their B2B content marketing strategy is effective. Learn why B2B content is missing the mark in this post.... Read more »Source: markempa | Published: May 4, 2020 - 1:25 pm
- How to get better at reading emotions in sales and grow emotional intelligenceGet actionable sales tips on emotional intelligence and reading emotions in this video. Learn how to get better at reading emotions by doing third-ear listening (like therapists do) in this video.... Read more »Source: markempa | Published: April 15, 2020 - 2:38 am
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- 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
- Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer ServiceI don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than... Read more »Source: Bodine & Co. | Published: September 28, 2021 - 8:16 pm
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- Azure Partner Roundup: Agricultural tech; IoT; AI digital assistantMSCN Reporter The latest Azure partner updates AI and Machine LearningComputeDevelopmentIntegrationInternet of Things (IoT)Agriculture... Read more »Source: Microsoft Dynamics News | Published: March 19, 2023 - 4:00 am
- Barhead Solutions launch Microsoft Cloud fundraising solution for Australian not-for-profitsMSDW Reporter The Barhead Fundraising Solution (BFS) is a new Microsoft Cloud-based standardized deployment AzureDynamics 365MSDW AudioNot For Profit... Read more »Source: Microsoft Dynamics News | Published: March 17, 2023 - 4:00 am
- Microsoft extends Copilot AI features across Microsoft 365, Power PlatformJason Gumpert Power Apps and Power Automate are "moving from custom code, to low-code, to natural language authoring." AzureAI and Machine LearningPower platformPower Virtual AgentsPower AutomatePower AppsMSDW AudioCustomer Experience (CX)Document AutomationKnowledge Management... Read more »Source: Microsoft Dynamics News | Published: March 16, 2023 - 4:00 am
- Microsoft previews Azure Data Manager for AgricultureMSCN Reporter The company cited growing hunger worldwide and the need to produce large quantities of food as the reason for its preview offering ComputeDatabasesAgricultureBI and ReportingData IntegrationData Management... Read more »Source: Microsoft Dynamics News | Published: March 16, 2023 - 4:00 am
- 15 Key Takeaways for the Dynamics 365 Business Central and NAV Financial Management Tools ShowcaseAnya Ciecierski Discover new and innovative solutions to boost performance and broaden their digital capabilities Business CentralDynamics NAVMSDW Audio... Read more »Source: Microsoft Dynamics News | Published: March 15, 2023 - 4:00 am
- 12 Key Takeaways Microsoft Dynamics GP Users Can Expect from the Financial Management Tools ShowcaseAnya Ciecierski See demos from four unique vendors, each with expertise and specialized products that add measurable value to Microsoft Dynamics GP Dynamics GPMSDW AudioAccountingBI and ReportingCorporate Perf Mgmt (CPM)Financial ManagementInvoice ProcessingTax Management... Read more »Source: Microsoft Dynamics News | Published: March 14, 2023 - 4:00 am
- 12 Key Takeaways Microsoft Dynamics 365 Finance & AX Users Can Expect from the Financial Management Tools ShowcaseAnya Ciecierski How finance-focused users can discover new and innovative solutions to boost performance and broaden their digital capabilities. Finance and OperationsDynamics AXMSDW AudioAccountingAP AutomationBankingBudgetingDocument AutomationFinancial ManagementForecastingInvoice ProcessingTax Management... Read more »Source: Microsoft Dynamics News | Published: March 13, 2023 - 4:00 am
- Azure Updates: AI; Cognitive Services; Quantum; Windows Server; Virtual Network ManagerMSCN Reporter The latest Azure updates AI and Machine LearningComputeDevelopmentIntegrationNetworkingSecurityStorageMSDW Audio... Read more »Source: Microsoft Dynamics News | Published: March 13, 2023 - 4:00 am
- From the Microsoft Dynamics GP Blogs: Lesser-known features; Modern authentication; EFT check remittances; Temperamental temp tableMSDW Reporter A selection of the latest insights from the Dynamics GP blogs Dynamics GPMSDW AudioAccountingBanking... Read more »Source: Microsoft Dynamics News | Published: March 11, 2023 - 5:00 am
- Microsoft Dynamics Partner Roundup: Large order for fashion product; Digital transformation; PartnershipMSDW Reporter A selection of announcements from the Dynamics partner channel Dynamics 365Customer EngagementBusiness CentralMSDW AudioChemicalsFashionHealthcareCustomer ServiceFinancial ManagementSupply Chain Management... Read more »Source: Microsoft Dynamics News | Published: March 10, 2023 - 5:00 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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- How vendors help generating value with generative AIThe hype around generative AI, in particular ChatGPT is still at a fever pitch. It created thousands of start-ups and at the moment attracts lots of venture capital. Basically, everyone – and their dog – jumps on the bandwagon, with the Gartner Group predicting that it is getting worse, before it... Read more »Source: Blog Archives - Epikonic | Published: March 16, 2023 - 11:06 pm
- Truly Zoho – how doing right and capitalism coincideThe past 9 months have seen quite a rollercoaster in the tech industry. We have seen staggering profits, we continue to see stock buybacks, we have seen consolidation, mergers and acquisitions – and we have seen mass layoffs. Few of them were well handled or communicated. Even fewer showed any sign... Read more »Source: Blog Archives - Epikonic | Published: March 2, 2023 - 11:58 pm
- Beyond the hype – How to use chatGPT to create valueNow, that we are in the middle of – or hopefully closer to the end of – a general hype that was caused by Open AI’s ChatGPT, it is time to reemphasize on what is possible and what is not, what should be done and what not. It is time... Read more »Source: Blog Archives - Epikonic | Published: February 16, 2023 - 1:51 am
- How to tie CX to business success in three simple stepsIn 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards the second half of 2022, an increasing number of companies fear a recession and put their spending under scrutiny. At the same time, companies still... Read more »Source: Blog Archives - Epikonic | Published: January 31, 2023 - 12:40 am
- Social media is dead – long live social mediaRest in peace, Social Media! Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon Valley Watcher, if not earlier. You lived on. Still, now you really need to admit that you are a dead thing walking. You had a... Read more »Source: Blog Archives - Epikonic | Published: January 20, 2023 - 8:13 pm
- Three CX predictions and how to get some value from themAt the end of a year and the beginning of the following year all kinds of research organizations and pundits make their predictions. So could I but then, this year I choose to have a look at some predictions and comment on them. After all, there are predictions for all... Read more »Source: Blog Archives - Epikonic | Published: January 13, 2023 - 10:41 pm
- How to improve CX in times of a downturnFinally, it happened. We lived in our blissful world of an abundance of money that fuelled the illusion of eternal and unlimited growth. The stock markets knew only one direction for a decade. They were rising and rising. Venture capital was readily available. Valuations of all sorts of companies, profitable... Read more »Source: Blog Archives - Epikonic | Published: January 9, 2023 - 3:40 pm
- It is this time of the year again – your favourite articles of 2022Happy New Year to everyone! Apart from all the political suff that I do not want to dive into, the year 2022 has seen a lot of exciting events and topics, from the rise and fall of the Metaverse, to lots of defaulting crypto companies. Towards the end of the... Read more »Source: Blog Archives - Epikonic | Published: January 3, 2023 - 4:04 pm
- CRM, CX and Customer Engagement – three humble wishes to better the industryThe CRM Playaz asked me about my take on CRM for 2023. Of course, I happily supplied an answer … So, here we are. CRM in terms of concept and software is quite mature, after all it is around for quite some time. It went through some iterations and spun out into... Read more »Source: Blog Archives - Epikonic | Published: December 29, 2022 - 10:27 pm
- a great human – bot conversation with lots to learnInspired by a recent panel discussion as part of the In the Hot Seat podcast that I am involved in, I opened a chat with chatGPT3. ChatGPT is a language model by OpenAI that interacts in a conversational way. This way, it shall be able to follow a conversation, answer... Read more »Source: Blog Archives - Epikonic | Published: December 7, 2022 - 12:46 am
Blog Archives - Epikonic
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- What is CRM artificial intelligence and what can it do for my business?Before ChatGPT came along, CRM vendors started to embed artificial intelligence in their apps. CRM vendors have touted AI for several years, but it has not yet been as revolutionary as in other areas, such as content marketing or code debugging. So, how does AI apply to CRM software? According... Read more »Source: CRM Switch | Published: March 7, 2023 - 2:17 pm
- 16 Important Advances in Business TechnologyThere have been many significant advances in business technology this century, almost all enabled by the internet, ubiquitous broadband, improved software development tools, the scalability and reliability of data centers, and artificial intelligence. Here are some technological advancements that have significantly impacted how businesses operate and how business users interact... Read more »Source: CRM Switch | Published: February 27, 2023 - 2:17 am
- A CRM Database: The Repository Behind the User InterfaceA CRM database is a secure, centralized repository of customer information that stores, tracks, and helps analyze customer data and interactions. Most business people are familiar with a CRM (Customer Relationship Management) system’s front end — the user interface, which consists mainly of lists and forms. But what does the... Read more »Source: CRM Switch | Published: February 23, 2023 - 7:17 pm
- What is CRM, and what are its positives and negatives?Customer Relationship Management (CRM) is many different things, ranging from a strategy to software to a ticker symbol. We’ve cataloged a variety of perspectives on what CRM is based on how vendors and their customers interact with one another — and how software factors into user, management, and customer experiences.... Read more »Source: CRM Switch | Published: February 3, 2023 - 5:17 pm
- 13 CRM Review Sites For You To Review in 2023We have compiled a list of CRM review sites for people considering a CRM (Customer Relationship Management) software investment in 2023. In today’s reviews-driven marketplace, the starting point for many is to look for a CRM review site. The proliferation of business technology vendors has spawned a cottage industry of... Read more »Source: CRM Switch | Published: February 1, 2023 - 3:25 pm
- 9 Differences Between Salesforce and HubSpotHubSpot and Salesforce are both established powerhouses in the areas of data management and business process automation. Salesforce was founded in 1999 in San Francisco, California. HubSpot was founded in 2006 in Boston, Massachusetts. Salesforce began as a Sales Force Automation (SFA) system and eventually became a comprehensive suite of... Read more »Source: CRM Switch | Published: November 10, 2022 - 4:29 am
- How to Book & Conduct a Prospect MeetingA prospect meeting is a meeting between a potential customer and a salesperson to discuss the potential customer’s needs. The purpose of a prospect meeting is for the sales representative to learn more about the potential customer’s needs and to see if there is a fit between the customer’s needs... Read more »Source: CRM Switch | Published: June 21, 2022 - 11:50 pm
- What Does CRM Actually Cost?Trying to determine the actual CRM cost for your business can be a daunting task. In a perfect world, every vendor would clearly list their prices with a per-user breakdown. It isn’t a perfect world, and not all vendors are fully transparent about their prices. For someone who is trying... Read more »Source: CRM Switch | Published: February 21, 2022 - 8:05 am
- CRM Requirements Example DocumentStarting a CRM (customer relationship management) requirements document from a blank slate is difficult. While every business is different, the following set of example CRM requirements, based on a fictional kiosk manufacturer, provides a framework for the type of information that can be given to a would-be CRM implementation company.... Read more »Source: CRM Switch | Published: February 17, 2022 - 12:09 am
- CRM Selection For Your Business: Seven Proven StepsCRM selection has become more complex over the last several years, as many vendors have upped their game. The playing field has become more level. While healthy competition ultimately benefits all organizations, an abundance of choices makes it more difficult for those tasked with selecting the right CRM solution for... Read more »Source: CRM Switch | Published: June 28, 2021 - 8:30 am
- Video6 Ways to Give Value First in Sales & Marketing and WhySome of the things that you can be doing in sales and marketing without expectation of return—or with little expectation of return.... Read more »Source: CRM Switch | Published: March 19, 2021 - 9:14 pm
- Zoho vs HubSpot: Which is Right for You?A comparison between Zoho CRM and HubSpot CRM. Find out which one is better for your business.... Read more »Source: CRM Switch | Published: February 19, 2021 - 10:16 pm
- What Do CRM Professional Services Cost?CRM user license costs are only part of the initial cost of a CRM system. Another cost is CRM professional services. Some companies make the decision to self-implement their CRM system. This is usually because there are people in-house who provide a combination of CRM-related business analysis experience and the... Read more »Source: CRM Switch | Published: December 13, 2020 - 3:47 pm
- 8 Ways Your Business Can Benefit From ActiveCampaign Integration With SalesforceCombine the power of ActiveCampaign Automations and Salesforce Lightning Process Builder. Help your salespeople close more business.... Read more »Source: CRM Switch | Published: August 18, 2020 - 4:30 pm
- 11 Ways To Be A Bad SalespersonA CRM system provides good salespeople with the information and functionality they need to become better salespeople. But CRM cannot turn a bad salesperson into a good one. If there are problems with your sales methods, software can’t make you an overnight success. Issues with your selling approach aren’t going... Read more »Source: CRM Switch | Published: June 10, 2020 - 8:30 am
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- Trends in Conversational Commerce, the Experience ConnectionCustomer service has embraced changes in technology over the years, some technologies have succeeded, some, well, have struggled (The IVR has never been very popular). From my viewpoint, success is defined from the perspective of the customer. Fast forward to 2018 and now Intelligent Systems are a game-changer. Some systems... Read more »Source: Conversational Systems | Published: October 24, 2018 - 10:13 pm
- Marketplaces, Aggregation Theory, and a CRM Platform in DisguiseOnline Marketplaces are conversational platforms or CRM systems in disguise, depending on your point of view. Marketplaces are multi-sided, support and require trust building, one-to-one relationships, and the ability to transact – and they need to scale. Within a Marketplace, each conversation is focused specifically towards an outcome. Unique to... Read more »Source: Conversational Systems | Published: October 23, 2018 - 3:12 pm
- Simply ServiceWithin information technology, there is no longer a need to call anything “Self-Service”. It is all simply Service. Circa 1996 — I was part of a team that redesigned and rebuilt a customer care system that sat logically in front of a telecom billing system. Customers could go online, see... Read more »Source: Conversational Systems | Published: August 26, 2018 - 2:49 pm
- Reading Between the Lines: Accel-KKR Makes a Significant Investment in SugarCRMThis is an interesting industry play, a long time in the making. I am able to take a unique view on this news, whether I am accurate in my commentary, only time will tell. I worked at SugarCRM, twice, two tours of duty some might say While working at Ciboodle,... Read more »Source: Conversational Systems | Published: August 16, 2018 - 9:32 pm
- Put One Foot in Front of the OtherFor the past couple of months, we have been working with the fine folks at Helpshift. On August 2nd, we are going to broadcast a roundtable discussion (Webinar, Videocast, or whatever you choose to call it). I am hoping you decide to join the discussion. Within a few weeks after the... Read more »Source: Conversational Systems | Published: July 26, 2018 - 4:22 pm
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- CRM Watchlist 2022: And the winners are...The CRM Watchlist 2022 is now over. Here are the winners, the reasons, and the future. Read on and find out how these companies had an exceptional impact.... Read more »Source: ZDNET | crm RSS | Published: February 28, 2022 - 3:00 pm
- What the metaverse means for you and your customersAarron Spinley delivers an innovative take on the impact of the metaverse on companies and their customers in both the B2C and B2B worlds.... Read more »Source: ZDNET | crm RSS | Published: February 14, 2022 - 2:00 pm
- The supply chain: Critical to customer experienceUp and comer Sven Esser delves into not only how the 'Supply Chain' impacts the customer experience but what kind of new model the supply chain needs to adopt to not only fix the contemporary problems.... Read more »Source: ZDNET | crm RSS | Published: January 20, 2022 - 4:48 pm
- The CRM industry: A new science for customer experienceMike Boysen details his realistic approach to customer experience, addressing the CRM industry on the "why" and the "how."... Read more »Source: ZDNET | crm RSS | Published: October 20, 2021 - 2:53 pm
- Empathy detectives: On the importance of seeking and mining customer truthVerint CMO Celia Fleischaker takes us through why empathy isn't just being in the shoes of the customer, but is a pathway to the actual customer truth in a very explicit, granular way.... Read more »Source: ZDNET | crm RSS | Published: August 2, 2021 - 11:00 am
- Necessary Intelligence Roles: Which are You? Part twoWho are the people who need to get involved in using the intelligence, information and insights gathered to turn them into a program that works? Ford Galvin puts it together in this second of three parts.... Read more »Source: ZDNET | crm RSS | Published: July 19, 2021 - 3:12 pm
- How do we get to a possible future with AI? Meet the AI Adoption Maturity CurvePROS Chief AI Strategist Dr. Michael Wu outlines a valuable maturity model for AI - something sorely needed as AI increasingly becomes a necessity and a commodity.... Read more »Source: ZDNET | crm RSS | Published: June 30, 2021 - 1:42 pm
- Welcome to the new Roaring 20s: A transformation tipping pointAre the 21st century's "Roaring 20s" as exciting as the 20th century's? Jeff Nicholson -- CRM leader, industry veteran and visionary -- forsees everything from autonomous experiences to bionic workforces. See the world through Jeff's eyes.... Read more »Source: ZDNET | crm RSS | Published: June 7, 2021 - 4:39 pm
- Intelligence vs information vs insights: Know the differenceAt the very least, this knowledge will prevent you from making deadly mistakes in your business. At best, you'll retain and grow your customer base beyond what you are likely to have thought possible.... Read more »Source: ZDNET | crm RSS | Published: June 1, 2021 - 11:00 am
- The most advanced business model in the universe? The PC/video games industryCOVID-19 accelerated interest in business model transformation. Not only does the PC/video games industry' model serve y the 21st century business and customer well -- but its completeness and "reusable components" are ideal for the post-COVID world.... Read more »Source: ZDNET | crm RSS | Published: May 17, 2021 - 11:00 am
- The missing link: Customer engagement and KPIsWe are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement -- and he may be onto something.... Read more »Source: ZDNET | crm RSS | Published: March 30, 2021 - 11:00 am
- Members should be heard and not seen. The rise of Clubhouse and social audio?Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call.... Read more »Source: ZDNET | crm RSS | Published: March 1, 2021 - 12:00 pm
- CRM Watchlist 2022: Yes, the Watchlist is backThe CRM Watchlist 2022 is now open for registration.... Read more »Source: ZDNET | crm RSS | Published: January 14, 2021 - 12:00 pm
- Welcome to 2021: A new normal? Or new era for CRM/CX/CE?2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consults his... Read more »Source: ZDNET | crm RSS | Published: January 13, 2021 - 8:06 pm
- Hey retailers, are you leveraging analytics to tackle pandemic challenges?COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those challenges.... Read more »Source: ZDNET | crm RSS | Published: November 24, 2020 - 11:00 am
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- Privacy ProjectThe New York Times has launched the Privacy Project, a dialog with us readers about technology and privacy that delves into issues like GDPR and the loss of rights to privacy that are direct results of the later parts of the tech boom. Greedy tech companies, hostile state actors, governments... Read more »Source: Beagle Research Group, LLC | Published: April 11, 2019 - 2:34 pm
- What I am thinking about todayWe’re roughly 20 years into the CRM trend and it’s worth asking where we go from here. Grandview Research recently estimated that the market would be worth $81.9 billion by 2025 (1) and Gartner and others publish annual reports indicating the market’s vibrancy. But you can hide a lot within... Read more »Source: Beagle Research Group, LLC | Published: April 2, 2019 - 2:28 pm
- CDP for allHere we go again right down the hypecycle and into new product land. In the last week, two major enterprise software companies, Oracle and Salesforce have announced CDP products. Oracle announced its product last week in Las Vegas at its Modern Customer Experience (MCX) event. This week, Salesforce announced... Read more »Source: Beagle Research Group, LLC | Published: April 2, 2019 - 2:25 pm
- Millennial CRMTrying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you’re weird and the trouble is that those people are all potential customers. CRM is essential today because,... Read more »Source: Beagle Research Group, LLC | Published: April 2, 2019 - 2:01 pm
- Modern sellingLooking at the current assortment of CRM functionality including AI, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact and you wouldn’t be wrong. What’s surprising to me though is the amount of sales angst in... Read more »Source: Beagle Research Group, LLC | Published: April 2, 2019 - 1:55 pm
- Salesforce birthday notesFebruary 26, 2019 Salesforce will be celebrating its 20th birthday on March 8. Where did those decades go? “Time flies like an arrow,” said Groucho, “fruit flies like a banana.” There it is. Last week a respectable chunk of the analyst community that follows the company converged in San ... Read... Read more »Source: Beagle Research Group, LLC | Published: April 2, 2019 - 1:50 pm
- Cloud applications – the next phaseThis is a guest post by friend Vinnie Mirchandani. Vinnie has been a fixture in the independent analyst community for many years now after starting his analyst career with Gartner. Vin comes from the ERP side of enterprise software and his many years of experience have enriched how we ...... Read more »Source: Beagle Research Group, LLC | Published: April 1, 2019 - 3:35 pm
- The economics of a Green New DealA Green New Deal has a lot of moving parts that have to work together. The solution looks more like solving a Rubik’s Cube than playing whack-a-mole. Are we up for this? I follow economic cycles. I don’t know how it started but I’ve always been fascinated by the ebbs... Read more »Source: Beagle Research Group, LLC | Published: February 19, 2019 - 3:50 pm
- The state of the selling artWhat’s the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company’s position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who can educate and explain what a disruptive innovation actually does, salespeople are... Read more »Source: Beagle Research Group, LLC | Published: February 19, 2019 - 3:31 pm
- Teetering social empireDisruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can also spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job... Read more »Source: Beagle Research Group, LLC | Published: February 19, 2019 - 3:24 pm