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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 News | 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 News | 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 News | 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 News | 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 News | 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 News | 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 News | 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 News | 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 News | 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 News | Published: May 11, 2020 - 12:21 pm
Archie CRM News
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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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- FuseIT Launches Sitecore-to-Microsoft Dynamics 365 IntegrationFuseIT's Sitecore-to-Microsoft Dynamics 365 integration, S4D, captures field values in Sitecore web forms and submits them to Dynamic entities.... Read more »Source: Destination CRM | Published: July 5, 2022 - 5:00 pm
- NielsenIQ and GfK to CombineNielsenIQ and GfK become one provider of information and analytics in consumer and retail measurement.... Read more »Source: Destination CRM | Published: July 5, 2022 - 5:00 pm
- Talkwalker Launches ForecastingTalkwalker Forecasting is an artificial intelligence-powered predictive analytics hub.... Read more »Source: Destination CRM | Published: July 5, 2022 - 5:00 pm
- Staking a Spot in the Metaverse Is for the Risk-TakersDesigning experiences for the metaverse will require bold action, Forrester warns.... Read more »Source: Destination CRM | Published: July 5, 2022 - 5:00 pm
- Forethought Launches Triage QuickstartForethought's Triage Quickstart empowers companies to tag customer cases with pre-built and custom classifiers.... Read more »Source: Destination CRM | Published: July 1, 2022 - 5:00 pm
- Jeep Is America's Most Patriotic BrandConsumers responding to a Brand Keys survey said Jeep best embodies the value of patriotism.... Read more »Source: Destination CRM | Published: July 1, 2022 - 5:00 pm
- Stirista Launches Enhanced Political Offering in Time for 2022 Midterm ElectionsStirista's voter information helps political organizations target potential voters based on demographics, finances, and interests.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- Glia Launches ChannelLess SMS and Outbound CallingGlia's ChannelLess SMS and Outbound Calling makes texts and phone calls part of the seamless digital experience.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- UserTesting Adds Inflation Templates to the Human Insights PlatformUserTesting's inflation templates provide an understanding of consumer expectations around the current economic uncertainty.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- InMobi Integrates Mobile Supply with Yahoo's Demand-Side PlatformInMobi's Exchange supply-side platform is integrated with Yahoo's demand-side platform for access to additional audiences.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- Dashbot Launches Conversational Data CloudDashbot's Conversational Data Cloud provides a centralized view of all chatbot data.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- Reveal Mobile Adds Targeting and Sales Attribution to VISIT LocalReveal Mobile's VISIT Local now lets marketers link in-store sales to ad spend and target audiences based on frequency of visits.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- TINT Integrates with ShopifyThe?TINT-Shopify integration creates new opportunities for e-commerce retailers to reach and convert customers with user-generated content.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- RFPIO Integrates with SeismicThe Seismic/RFPIO integration will allow sales teams to share customer-ready content.... Read more »Source: Destination CRM | Published: June 30, 2022 - 5:00 pm
- The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2022 CRM Top 100CRM magazine presents its fourth annual rundown of the leading companies and hottest trends in customer relationship management.... Read more »Source: Destination CRM | Published: June 30, 2022 - 3:00 pm
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- How to Set Up an Integration with Dynamics 365 Using OAuthFor 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 »Source: CRM Software Blog | Dynamics 365 | Published: July 5, 2022 - 5:13 pm
- Democratization of Data vs. Democratization of Technology - Why Does It Matter To You?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 »Source: CRM Software Blog | Dynamics 365 | Published: July 4, 2022 - 5:16 pm
- What You Need to Know About the Microsoft Dynamics 365 Sales ModuleHow 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 30, 2022 - 9:54 pm
- All you need is 1 Click to – Clone records, Undo changes & Export data in Microsoft Dynamics 365 CRMLet’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 »Source: CRM Software Blog | Dynamics 365 | Published: June 30, 2022 - 10:32 am
- Top 7 Reasons to choose CPQ for Dynamics 365 for SalesDynamics 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 30, 2022 - 6:33 am
- Want A Quality CRM For Your Small Business? Start with a Process Flow Diagram First.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 »Source: CRM Software Blog | Dynamics 365 | Published: June 29, 2022 - 7:40 pm
- How to ensure 3rd-party integrations run wellWith 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 29, 2022 - 2:15 pm
- VideoMicrosoft Dynamics 365 CRM + QuickBooks Online integration – Sync Accounting & Sales Data with ease!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 »Source: CRM Software Blog | Dynamics 365 | Published: June 28, 2022 - 9:28 am
- Microsoft Power Apps Promo till Oct. 31 2022 for 50 percent offSee 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 24, 2022 - 3:23 pm
- Empower Your Non-Profit to Do More Good With a Connected Technology PlatformAs 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 24, 2022 - 1:28 pm
- What Governments Can Learn From How One State’s Department of Social Services Improved Case ManagementOne 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 24, 2022 - 1:25 pm
- VideoMailchimp integration with Microsoft Dynamics 365 CRM - Aligning Marketing and Sales Operations!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 »Source: CRM Software Blog | Dynamics 365 | Published: June 24, 2022 - 10:11 am
- New world of work: Document generation & automation with electronic signature capabilitiesThe 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 22, 2022 - 8:54 am
- Document Automation: Scheduled documents in Power AutomateTake 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 »Source: CRM Software Blog | Dynamics 365 | Published: June 21, 2022 - 1:18 pm
- Save data capacity & money by moving email content to Azure Blob StorageEvery Dynamics 365 customer that is tracking e-mails knows that they can consume significant data capacity and therefore cause substantial data storage costs. The new AttachmentExtractor capability moves e-mail content from Dynamics 365 (CDS) to Azure Blob Storage. Next to reducing your consumption, the process is transparent, so there is no change when working with... Read more »Source: CRM Software Blog | Dynamics 365 | Published: June 21, 2022 - 1:10 pm
CRM Software Blog | Dynamics 365
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- 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
- 10 B2B Customer Experience Myths & How to Improve Your CX MaturityB2B 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 »Source: Lynn Hunsaker – CustomerThink | Published: February 4, 2021 - 4:51 am
- 21 Tips for 2021 Customer Experience Excellencehttps://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 »Source: Lynn Hunsaker – CustomerThink | Published: January 9, 2021 - 9:02 pm
- Thriving in Customer Experience on a Tight Budgethttps://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 »Source: Lynn Hunsaker – CustomerThink | Published: August 24, 2020 - 8:37 pm
- Customer Experience Indexes: Modern Thinkinghttps://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 »Source: Lynn Hunsaker – CustomerThink | Published: August 21, 2020 - 6:34 am
- Will 2021 Be the Year of CX as North Star?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 »Source: Lynn Hunsaker – CustomerThink | Published: August 4, 2020 - 11:17 pm
- Ease of Doing Business: Best Leading Indicator of GrowthCustomers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it’s delivering your brand promise, as promised. Ease of doing business quantifies the extent to which customers are enhanced or constrained by your... Read more »Source: Lynn Hunsaker – CustomerThink | Published: April 17, 2020 - 9:06 pm
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- A Study of SellingSome businesses are returning to the office and others continue working from anywhere or adopting hybrid strategies. All can benefit from the advantages of intelligent systems, and all of this is pointing to a paradigm shift once again led by CRM. The post A Study of Selling appeared first on... Read more »Source: CRM Buyer | Published: June 28, 2022 - 3:35 pm
- An All-Encompassing Approach to Cloud-Based Retail CRMDelivering a great user experience is the key to building positive customer relationships. However, to achieve this, retailers must not be restricted to relying exclusively on CRM tools. Instead, they should be able leverage the data gathered by the CRM to seamlessly adjust operations across the wider management ecosystem. The... Read more »Source: CRM Buyer | Published: June 23, 2022 - 6:18 pm
- CloudShare, HubSpot Integration Offers Clearer Vision of Product EngagementB2B software marketers need visibility into how customers and prospects interact with their products so they can improve product experiences. This integration enhances the streamlining of operations, improves marketing opportunities, and reduces the risk of customer churn. The post CloudShare, HubSpot Integration Offers Clearer Vision of Product Engagement appeared first... Read more »Source: CRM Buyer | Published: June 17, 2022 - 12:00 pm
- The CRM QuizSoftware systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking. The post The CRM Quiz appeared first... Read more »Source: CRM Buyer | Published: June 16, 2022 - 12:00 pm
- Service Is More Than a Selling OpportunitySales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits. The post Service... Read more »Source: CRM Buyer | Published: June 6, 2022 - 12:00 pm
- Have We Forgotten How To Sell?Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead. The post Have We Forgotten How To Sell? appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: May 31, 2022 - 1:00 pm
- Knowledge Management: The Silent Star of Modern ServiceVirtual or hybrid work environments are likely to become standard fixtures for organizations. Knowledge management will play and imperative role, as the need for collaboration and the ability to share and find organizational information virtually, and at any time, only increases. The post Knowledge Management: The Silent Star of Modern... Read more »Source: CRM Buyer | Published: May 26, 2022 - 1:15 pm
- Call Center Conundrums and How To Achieve Meaningful Customer InteractionsWith a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them. The post Call Center Conundrums and How To Achieve Meaningful Customer Interactions appeared first on... Read more »Source: CRM Buyer | Published: May 25, 2022 - 12:00 pm
- Oracle Service Empowers Organizational Growth With AutomationAutomation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness. One is providing effective customer service by having the ability to respond to every customer’s unique issues. The other requires the agility to respond to changing customer preferences... Read more »Source: CRM Buyer | Published: May 20, 2022 - 2:09 pm
- Zoho Consolidates Marketing FunctionsZoho Marketing Plus is an attempt to bring things back into focus so that SMBs can do the same things in marketing that larger companies do with more labor. You might call this the second democratization of information. The post Zoho Consolidates Marketing Functions appeared first on CRM Buyer.... Read more »Source: CRM Buyer | Published: May 16, 2022 - 12:00 pm
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- 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
- VideoHow Empathy Will Grow Your Sales and Marketing PipelineLearn 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 »Source: markempa | Published: August 12, 2021 - 3:15 pm
- mp3Brand Activism and Modern MarketingLearn 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
- Empathy is a superpower in marketing and salesThe 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 »Source: markempa | Published: April 10, 2020 - 10:36 pm
- Video4 ways to adopt human-centered marketing and get better resultsLearn how to adopt human-centered marketing and 4 ways you can humanize your marketing approach to get better results.now... Read more »Source: markempa | Published: February 22, 2020 - 8:56 pm
- VideoWe stopped trying to convince customers and got triple the resultsLearn how helping potential customers with an empathetic approach to demand generation and ABM created triple the sales opportunities.... Read more »Source: markempa | Published: January 27, 2020 - 6:26 pm
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- 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
- Virtual Journey Mapping Bootcamp: October / November 2021Our September bootcamp sold out, so we’ve added one more session to our fall schedule. 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... Read more »Source: Bodine & Co. | Published: September 19, 2021 - 6:30 pm
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- B2B eCommerce for manufacturers: How to stay relevant in 2022Salman Hashmi Digitization is the key to success in the future of the manufacturing industry Dynamics 365Customer EngagementBusiness CentralFinance and OperationsCommerceDynamics AXManufacturingCustomer Experience (CX)E-CommerceManufacturingPortalsSales & Marketing... Read more »Source: Microsoft Dynamics News | Published: July 5, 2022 - 4:00 am
- From the Microsoft Dynamics GP Blogs: Office 365 changes; VBA showing as locked; Form types; Missing menu itemsMSDW Reporter A selection of the latest insights from the Dynamics GP blogs Dynamics GP... Read more »Source: Microsoft Dynamics News | Published: July 1, 2022 - 4:00 am
- From the Microsoft Dynamics 365 Business Central blogs: Floating buttons; Job queue failures; Tenant-level notifications; Empty field valuesMSDW Reporter A selection of the latest insights from the Dynamics 365 Business Central blogs Dynamics 365Business Central... Read more »Source: Microsoft Dynamics News | Published: July 1, 2022 - 4:00 am
- Microsoft Dynamics Partner Roundup: Customer issue resolution; Fraud protection services; Sales quick start; New D365 practiceMSDW Reporter A selection of announcements from the Dynamics partner channel Dynamics 365... Read more »Source: Microsoft Dynamics News | Published: June 30, 2022 - 4:00 am
- MSDW Podcast: The Microsoft Dynamics channel's uncertain economic outlookMSDW Reporter Dynamics 365Customer EngagementBusiness CentralFinance and OperationsDynamics AXDynamics GPDynamics NAVPower platformMSDW PodcastProfessional Services... Read more »Source: Microsoft Dynamics News | Published: June 29, 2022 - 4:00 am
- Microsoft names 2022 Partner of the Year winners and finalistsMSDW Reporter Microsoft announced its 2022 winners and some adjustments to the structure of awards Dynamics 365Power platform... Read more »Source: Microsoft Dynamics News | Published: June 29, 2022 - 4:00 am
- Channel Outlook: A Perfect Storm for Microsoft Dynamics VARs?Dana Willmer Why understanding fundamental pressures and macroeconomic trends is so critical to planning for the future Dynamics 365Dynamics AXDynamics CRMDynamics GPDynamics NAVPower platformProfessional ServicesSoftware... Read more »Source: Microsoft Dynamics News | Published: June 28, 2022 - 4:00 am
- Power Platform Updates: Power Pages; Power BI Report Server; Data Service Client; ConnectorsMSDW Reporter The latest Power Platform updates Power platformPower Apps PortalsPower Virtual AgentsPower BIPower AutomateDataverse (CDS)Power AppsBI and ReportingData ManagementDocument AutomationDocument ManagementPortals... Read more »Source: Microsoft Dynamics News | Published: June 27, 2022 - 4:00 am
- Microsoft Dynamics Partner Roundup: B2B workflows; Acquisition; ERP implementation; New officeMSDW Reporter A selection of announcements from the Dynamics partner channel AzureDynamics 365Business Central... Read more »Source: Microsoft Dynamics News | Published: June 24, 2022 - 4:00 am
- MSDW Podcast: The challenges of governing and scaling automationMSDW Reporter Power platformPower AutomatePower AppsMSDW PodcastBusiness Process MgmtRobotic Process Automation (RPA)Workflow Management... Read more »Source: Microsoft Dynamics News | Published: June 23, 2022 - 4:00 am
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- New CX Journey Inc. Website Launching!Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note:This site will... Read more »Source: CX Journey™ | Published: June 27, 2019 - 1:58 am
- Agile Working in Practice: More Tips to Help Analytics Teams TransitionImage courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the series here.In my first post on how to... Read more »Source: CX Journey™ | Published: June 25, 2019 - 6:33 pm
- Agile Working for Analytics Teams Needs a Culture ChangeImage courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of... Read more »Source: CX Journey™ | Published: June 20, 2019 - 7:00 pm
- Is Your Own Management Stalling Your Customer Experience Transformation?Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.In this follow-up... Read more »Source: CX Journey™ | Published: June 17, 2019 - 5:43 pm
- The Secret Sauce to Achieve Outcomes with Journey MappingIn today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping... Read more »Source: CX Journey™ | Published: June 12, 2019 - 8:49 pm
- Exposure is What You Die from in the DesertIf you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will... Read more »Source: CX Journey™ | Published: June 10, 2019 - 6:04 pm
- Has Your #CX Transformation Stalled?Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a customer experience transformation journey. The bad news is... Read more »Source: CX Journey™ | Published: June 5, 2019 - 7:03 pm
- On Becoming People-CentricThis is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to... Read more »Source: CX Journey™ | Published: May 29, 2019 - 6:10 pm
- CX Journey™ Musings: On Means and Outcomes...Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the... Read more »Source: CX Journey™ | Published: May 22, 2019 - 7:38 pm
- Leaders Need to Show, Not Just SayImage courtesy of PixabayHow do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course,... Read more »Source: CX Journey™ | Published: May 15, 2019 - 6:25 pm
- Focus on the People and the Numbers Will ComeImage courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for a lot of executives to grasp. They know the... Read more »Source: CX Journey™ | Published: May 8, 2019 - 8:39 pm
- You Aren't Journey MappingI hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you... Read more »Source: CX Journey™ | Published: May 1, 2019 - 6:17 pm
- Prioritizing Your #CX Improvement InitiativesImage courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for... Read more »Source: CX Journey™ | Published: April 24, 2019 - 9:28 pm
- 10 More All-Too-Common VoC Program Mistakes - Part 2Image courtesy of PixabayThis is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not... Read more »Source: CX Journey™ | Published: April 17, 2019 - 6:11 pm
- 10 All-Too-Common VoC Program Mistakes - Part 1Image courtesy of PixabayI originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started... Read more »Source: CX Journey™ | Published: April 10, 2019 - 6:17 pm
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- How trust is the foundation of the data driven supply chainIn 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 »Source: Blog – Epikonic | Published: June 27, 2022 - 9:47 pm
- How to create value with a CDPThese 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 »Source: Blog – Epikonic | Published: May 23, 2022 - 11:24 pm
- Zoho Marketing Plus – How to Change the Marketing GameThe 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 »Source: Blog – Epikonic | Published: May 11, 2022 - 3:49 pm
- How to measure the ROI of CX – A CXChangersTalkThese 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 »Source: Blog – Epikonic | Published: April 29, 2022 - 2:42 am
- The almighty Metaverse – its Rise and FateThis 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 »Source: Blog – Epikonic | Published: April 27, 2022 - 11:02 pm
- The impact of the supply chain on the customer experienceThere 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 »Source: Blog – Epikonic | Published: April 19, 2022 - 11:06 pm
- Zoho Creator – the next wave of collaborative no-code/low-code developmentThe 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 »Source: Blog – Epikonic | Published: March 3, 2022 - 7:04 pm
- The Return of the Undead – Do they go B2B or B2C?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 »Source: Blog – Epikonic | Published: February 22, 2022 - 12:43 am
- Metaverse – The Return of the UndeadThere. 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 »Source: Blog – Epikonic | Published: February 7, 2022 - 11:21 pm
- RPA – hot or not? Here are the ultimate answersOne of today’s big business topics is robotic process automation. What is it? A boon or a thing? Where is the real value in applying RPA and how to do it right? So many questions that the #CRMKonvos team needed to ask Sebastian Eggert of SOGEDES. It is no secret... Read more »Source: Blog – Epikonic | Published: January 26, 2022 - 11:56 pm
Blog – Epikonic
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- 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
- 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
- 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
- Is Audio Marketing a Part of Your Content Strategy?Since we first published this post over five years ago, podcasting has gone from “some people know what it is” to “most people know what it is.” While we have had to make a number of updates, much of what we wrote about audio marketing back then is still relevant... Read more »Source: CRM Switch | Published: July 28, 2020 - 7:15 pm
- Behavioral Segmentation for SMB Marketers Made EasyBehavioral segmentation is the process of grouping an audience based on how they interact with your emails, your website posts & pages and through other actions that you can measure. The idea is that once a group is created, members of that segment can receive more targeted and relevant (to... Read more »Source: CRM Switch | Published: April 2, 2020 - 4:22 pm
- How to Set Up a WordPress Blog Subscription Using ActiveCampaignMany company WordPress blogs do not offer an email subscription to readers. This is a missed opportunity for better engaging those who have found benefit to your blog content. In this post, we’ll look at how to set up and manage WordPress blog subscribers in ActiveCampaign. If your company has... Read more »Source: CRM Switch | Published: March 28, 2020 - 5:40 pm
- Visual Workflow Builders: ActiveCampaign vs HubSpot vs PardotMany marketing automation vendors have added visual marketing workflow builders to their platform at one point or another. Three vendors with similar offerings on this front are ActiveCampaign, HubSpot and Salesforce Pardot.... Read more »Source: CRM Switch | Published: March 15, 2020 - 3:38 pm
- Why Effective B2B Marketing Segmentation Is Difficult and What to Do About itEffective B2B marketing segmentation is elusive for many businesses. Here's why and what to do about it.... Read more »Source: CRM Switch | Published: March 9, 2020 - 2:15 pm
- Applying Goals, Objectives, Strategy, and Tactics (GOST) to Your CRM ImplementationWhen trying to decide how to approach your CRM implementation, it can be helpful to apply the GOST (goals, objectives, strategy, and tactics) model to help provide some direction. Using this model will provide clarity into both how, and more importantly why, you are implementing CRM. What Is GOST?... Read more »Source: CRM Switch | Published: December 29, 2019 - 3:28 pm
- How To Set Up Salesforce Files Connect for Google DriveSalesforce Files Connect for Google Drive allows specified users to add Google Drive files to the Files section or a Lightning Page component of any record. The Salesforce Files tab will show Google Drive as a Connected Source. A custom tab called Google Drive can be created. This tab can... Read more »Source: CRM Switch | Published: December 27, 2019 - 3:53 am
- Industry Verticals and CRMFor those new to the world of CRM, one of the most common assumptions is that CRM is a “one size fits all” solution that can be implemented in a business of any size and type. The reality is that every CRM system is unique, and some are better suited... Read more »Source: CRM Switch | Published: October 28, 2019 - 7:57 pm
- What Are The Top Salesforce Implementation Partners For Manufacturers?If you work for a manufacturing company at which management has resisted implementing CRM technology because it either seems too complex to implement or you don’t think it offers a strong cost/benefit ratio, a popular CRM vendor has just addressed both of these barriers to CRM adoption. Salesforce’s Manufacturing Cloud... Read more »Source: CRM Switch | Published: October 9, 2019 - 5:19 pm
- A Brief Guide to CRM-Related AcronymsRaise your hand if the following has ever happened to you: You’re in a meeting at a new company. A lot of Three Letter Acronyms (TLAs) are being thrown around. You don’t know what some of them mean. You don’t want to appear foolish, so you pretend to understand each... Read more »Source: CRM Switch | Published: August 1, 2019 - 7:36 pm
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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