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 »

Account 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 »

Collecting 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 »

CRM 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 »

ERP (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 »

Internal 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 »

Online 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 »

Working 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 »

The 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 »

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 »

Much 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 »

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 »

In 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 »

People 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 »

As 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 »

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 »

‘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 »

Just 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 »

  As 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 »

A 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 »

As 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 »

Last 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 »

Some 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 »

There 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 »

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 »

I 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 »

Power 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 »

The 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 »

Executive 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 »

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 »

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 »

Changing 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 »

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 »

this 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 »

new 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 »

For years, Online Federation (WS-Trust) was the standard authentication method to gain access to Microsoft Dynamics 365, CRM, CDS, CE, and Dataverse. With rising security concerns, and with a more modern and safer alternative found in OAuth, Microsoft deprecated Online Federation, setting a timeline for phasing it out. As of... Read more »

The perspective from which businesses implement technology is an ever-changing process. In a blog just earlier this year, The Role of IT in 2022: Embrace Democratization of Technology, we went over this evolution, and what it actually means for the “boots on the ground” in your IT department. Today, we... Read more »

How the Sales Module Can Improve Your Sales Numbers Dynamics 365 is Microsoft’s latest version of its business applications. The customer relationship management (CRM) capabilities in Dynamics 365 consist of Sales, Customer Service, Marketing, Field Service, and Project Operations. Microsoft Dynamics 365 Sales was created when Microsoft moved its apps... Read more »

Let’s face it – Repetitive data entry, exporting data, retrieving data, rectifying mistakes, etc. are some of the mundane and tedious tasks one has to do regularly while handling customer relationships in Dynamics 365 CRM. A better part of the productive work time is spent on these time-consuming tasks by... Read more »

  Dynamics 365 Sales is a world-renowned CRM platform from Microsoft, giving sales teams in the same office – or distributed across the globe – the tools they need to connect with customers and to be more effective at driving revenue. On the other hand, when it’s time to draft... Read more »

When it comes to choosing an affordable CRM for small businesses, we suggest the first thing you do is go with the flow (a process flow diagram, to be exact)! Regardless of the size of your organization, be it a “mom and pop” store whose employee database consists entirely of... Read more »

  With the increasing demand for new technology and the growing needs of businesses, most organizations cannot avoid some kind of integration with a 3rd party application.  For our Dynamics 365 clients, we've built numerous integrations for organizations. These integrations have ranged from data based to functional based.  However, integrating... Read more »

Today, for managing customer relationships and accounting processes many organizations around the world prefer Microsoft Dynamics 365 CRM Online and Intuit QuickBooks Online. It becomes a necessity to ensure the integrity of data in these systems as sales and accounts are interdependent on each other. But to keep these two... Read more »

See below Microsoft Power Apps User Subscriptions are now 50%-off.  As you are aware, Dynamics 365 Sales Enterprise (CRM) is the platform of choice for Sales, Marketing, and Customer Service automation. If you are still using Dynamics CRM on-premise, starting with a series of Power Apps subscriptions can help give... Read more »

As non-profits are concerned… budgets, resources, and time are a top issue, and the stakes are high when it comes to figuring out solutions to those problems. If a solution is not found, you risk hurting (or not being able to help) those you have committed to supporting. The answer... Read more »

One large state’s Department of Social Services was struggling with managing cases. The case management technology that the department was using was not keeping up with the volume of inquiries, requests, or issues. There was also no way to give departmental groups information about a case after it had “left”... Read more »

In every organization, Sales & Marketing plays a huge role in the expansion of business. But the lack of accurate/shared data on target accounts and prospects is the biggest challenge faced by around 43% of sales and marketing professionals. On the other hand, there are formidable apps like Marketing4Dynamics available... Read more »

The business world has changed fundamentally. Home office, virtual meetings or collaborations across national borders are now daily companions in the business environment. As a result, new demands are being placed on the company's daily document processes to cope with these changes: Contracts and business documents must be signed electronically, created and... Read more »

Take Document Automation to the next level with the DocumentsCorePack Connector for PowerApps and PowerAutomate! The connector is designed to utilize our solution inside Flows simply and intuitively. In the recording below, we focused on the automation of documents inside scheduled Flows using our DocumentsCorePack Connector. Therefore we showcased two... Read more »

Customer 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 »

Baseball 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 »

The 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 »

Trust 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 »

B2B 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 »

B2B 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 »

B2B 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 »

Customer 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 »

B2B 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 »

B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitalization or promoting an offering — without B2B roots or a clear view of B2B general management. Fake-news about B2B... Read more »

https://clearaction.com/21-tips-for-2021-customer-experience-excellence/Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head with the urgent realization of... Read more »

https://clearaction.com/thriving-in-customer-experience-on-a-tight-budget/Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity... Read more »

https://clearaction.com/customer-experience-indexes-modern-thinking/Why are customer experience indexes powerful?  To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes,... Read more »

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. The... Read more »

Find out about lead nurturing. Learn the 4 steps of walking through the buying journey with your customer to help them progress.... Read more »

Learn 4 steps to develop influence relationships and how to drive better demand generation results and more qualified sales leads with influencer marketing... Read more »

Learn how to apply empathy to get better marketing results and grow your sales pipeline rapidly. By being more empathetic, you will improve customer experience, strengthen connections, and increase conversion. It's a win, win, win.... Read more »

Learn 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 »

The B2B Lead Blog joins markempa, get the scoop, learn what you can expect, and what’s next to move forward.... Read more »

Only 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 »

Get 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 »

The ability to see things from your customer's perspective doesn't just make you a more likable salesperson or marketer—it's a huge advantage in terms of business outcomes.... Read more »

Learn how to adopt human-centered marketing and 4 ways you can humanize your marketing approach to get better results.now... Read more »

Pop 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 »

Hard-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 »

Every 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 »

Recently, 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 »

Here’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 »

As 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 »

Happy 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 »

Earlier 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 »

I 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 »

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 »

Image 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 »

Image 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 »

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 »

In 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 »

If 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 »

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 »

This 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 »

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 »

Image 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 »

Image 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 »

I 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 »

Image 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 »

Image 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 »

In the course of the last year or three, I have written a few times about the supply chain and how it affects the customer experience, sometimes badly so. In my last article ‘the impact of the supply chain on the customer experience’, I explained some of the issues and... Read more »

These days, Customer Data Platforms, or in brief CDPs, are one of the most discussed topics in the CX industry. Last time I looked, the CDP Institute counted more than 150 CDPs of different flavors that target different business challenges. This raises a lot of questions, chiefly: What is a... Read more »

 The News On May 10, 2022, Zoho released Zoho Marketing Plus, its suite of marketing solutions. You can read the complete press release here. The suite combines multiple Zoho applications including Campaigns, Social, Webinar, Analytics, Marketing Automation, Workdrive, PageSense, Survey, and Backstage. It shall provide digital marketers with a unified... Read more »

These days, customer experience is one of the biggest topics. Many, if not most, vendors have restructured, reshaped, or just renamed their portfolios to reflect customer experience one way or the other. Customer experience is great, customer experience is valuable. Now, what is customer experience? According to Paul Greenberg’s definition,... Read more »

This is the third part of my return of the undead series. The first two parts dealt with identifying what components or building blocks a metaverse ecosystem needs to consist of. These components basically define how metaverse can work and serve as a model for the identification of how/where participants... Read more »

There are a couple of lessons that the pandemic taught us, apart from that there are different opinions about whether Bill Gates makes us all drones via the vaccines … The most important one is that there is a need to not only look at the demand side but to... Read more »

The News On March 3, 2022 Zoho released the new version of its Creator no-code/low-code platform. It offers a unified development platform to empower both IT teams and business users.  The new release is targeted at building end-to-end solutions in an easy way. It combines integration, process automation and analytics/business intelligence with the... Read more »

In the first part of this article, I explained why there is no metaverse (yet), although the idea is around for quite some years. Despite the current hype, it is just a re-emerging topic. Foundational technologies like VR are around since as long as the 50s although VR really entered our minds... Read more »

There. Is. No. Metaverse. I am sorry to be a party pooper but read me out. It doesn’t exist. At least not yet. And not for quite some years to come. I am talking of a decade or more. Perhaps not ever. And whence it comes, it probably looks different... Read more »

Customer 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 »

Online 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 »

Within 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 »

This 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 »

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 »

Aarron 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 »

Up 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 »

Mike Boysen details his realistic approach to customer experience, addressing the CRM industry on the "why" and the "how."... Read more »

Verint 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 »

Who 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 »

PROS 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 »

Are 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 »

At 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 »

COVID-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 »

We 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 »

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 »

The CRM Watchlist 2022 is now open for registration.... Read more »

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 »