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    Archie CRM News

  • Account Based Marketing: a new interpretation of the AIDA
    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 in 4 steps
    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 for SME
    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 is not CRM
    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 »
  • Shape customer intimacy
    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 »
  • Collaborate online in sales
    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 »
  • Remote customer loyalty: three tips
    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 »
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    The CRM Consultant

  • 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 »
  • VideoThe real reasons CRM projects fail
    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 »
  • 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 »
  • VideoA Layperson’s guide to a CRM project
    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 »
  • VideoHow to speed up a CRM project
    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 »
  • VideoNine Ways To Reduce The Cost Of A CRM System
    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 »
  • 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 »
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    Bob Thompson – CustomerThink

  • Secrets of Customer-Centric Success — Interview with Jeff Puritt, CEO of TELUS International
    Everyone 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 »
  • “State of Service” Report: Pandemic Driving Customers to Digital Channels and Automation
    Salesforce.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 »
  • CX ROI: Making the Case to Improve the Buying Experience
    Sure, 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 »
  • Is Customer Experience the Key to B2B Differentiation? Yes, the SERVICE Experience
    For 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 »
  • CX ROI: How to Justify Improving the Customer Service Experience
    To 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 »
  • How to Sustain Relationships with Customers and Employees During the COVID-19 Crisis
    On 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 »
  • 7 Global CX Experts Reveal How to Prove the Business Value of Customer Experience
    For 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 »
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    crm chart guy

  • “Support” for the Unified Interface in the Advanced Chart Editor for the XrmToolBox
      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 »
  • Create Record Links From Power BI to Unified Interface and Dynamics 365
    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 »
  • Use Icons from Power Apps Unified Interface in Power BI
    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 »
  • DirectQuery CDS from Power BI
    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 »
  • VideoCompare This Year to Last Year – Unified Interface edition
    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 »
  • Comparing the three main ways to get Dynamics 365 data into Power BI
    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 »
  • 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 »
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    CRM Software Blog | Dynamics 365

  • 2021 ERP/CRM Software Blog Award Winners
    We love to give credit where credit is due. We are proud to give recognition to the VAR and ISV Partners that are our top bloggers and top members on ERP Software Blog, CRM Software Blog, and ERP Cloud Blog. Congratulations to all of these companies for their hard work. Top Blogger Award... Read more »
  • Location Auditing for your Field Service Reps and much more within Dynamics 365 CRM with Maplytics Jan 2022 Release!
    Maplytics - the best Geo-Mapping app for Dynamics 365 CRM, has always assisted organization worldwide to reach their business objectives. It’s a new year so there has to be something special, Maplytics team is glad to announce a new ‘Jan 2022’ release to provide the best mapping experience to our... Read more »
  • Democratization of Technology Will Help Define IT’s Role in 2022 and Beyond  
    As financial services firms plan for 2022, it is best to look back at the trends and experiences of 2021 and to use what we have learned to inform our strategic decisions. Much has changed in the past two decades, including how we view and use technology. At the Fall... Read more »
  • Empowering Non-Profits With Microsoft Power BI
    Microsoft’s Power BI is a free set of analytics tools that aids organizations to create gripping dashboards, gain 360-degree insight on organizational goals, organize dynamic reports, and make quicker, intelligent, data-driven decisions. Power BI helps nonprofit organizations to organize, manage, and analyze data from a variety of sources. It pulls data together... Read more »
  • eCommerce in Manufacturing: Enhancing the Buyer Experience Across Channels
    Historically, eCommerce for manufacturers hasn’t been a "thing." Typically, you sell to distributors through your sales reps, so eCommerce hasn’t been necessary. However, with the accelerated move to  online buying, consumer behaviors have shifted—including your distributors, who are also regular B2C shoppers in their personal lives and have grown accustomed... Read more »
  • Can a Money-Back Guarantee on a CRM Implementation Be Trusted?
    You’ve probably heard that CRM implementations have a surprisingly high failure rate. Who would want to back such a risky venture with a money-back guarantee? At Azamba Consulting Group we have been doing just that for many years, and it works. Our CRM implementation Money-Back Guarantee says: I could tell... Read more »
  • Top 3 Advantages of having Map My Relationships in your Dynamics 365 CRM for Mind Map View for your data!
    It’s the era of Data Visualization. Though we have been using visualization tools since long, it is now that we have a plethora of visualization apps that can be seamlessly integrated into other business applications for analyzing raw data. And one such app is Map My Relationships which exclusively caters... Read more »
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    Lynn Hunsaker – CustomerThink

  • Customer Experience Growth Mindset for B2B Executives
    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 »
  • How B2B Voice of the Customer Maturity Drives Growth
    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 »
  • Four Steps to Accelerate B2B CXM Maturity and Propel Stronger Growth
    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 Tutorial
    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 CX Metrics & ROI Maturity: Linking Customer Expectations to Business Performance
    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 »
  • 10 B2B Customer Experience Myths & How to Improve Your CX Maturity
    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 »
  • 21 Tips for 2021 Customer Experience Excellence
    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 »
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    CRM Buyer

  • Dreamforce NYC Was Un-CRM-Like and That’s Okay
    Salesforce held its Dreamforce NYC on schedule in early December, which you might have missed because of other news like Omicron and the looming chaos of the holidays. What was so interesting was how un-CRM-like it was. The post Dreamforce NYC Was Un-CRM-Like and That’s Okay appeared first on CRM... Read more »
  • This Year in CRM
    It's okay to give ourselves kudos for CRM's resiliency over the course of the pandemic. We did a heck of a job keeping most of the balls in the air. Oracle, Salesforce, and many other CRM vendors continued innovating for the pandemic, but they also began innovating systems for what... Read more »
  • Freshworks Brings New Tech Stack To Power Startups
    The Freshstack product suite combines Freshworks' products to unify startups' customer support, sales, and marketing teams in an easier-to-use package. The new scalable CRM bundle helps startups personalize marketing to generate pipelines, deliver omnichannel service, and grow faster at a price point that is easy to deploy and manage. The... Read more »
  • The Great Sales Methodology Debate, Solved
    Sales managers and their managers have had to make peace with the reality that they might not be able to get reps to use technology. But methodology alone or with technology is a more-or-less lost cause. Fortunately, the technology has improved consistently over the last two decades. Even more fortunately,... Read more »
  • CRM’s Pressing Platform Problems
    A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities. The post CRM’s Pressing Platform Problems appeared first on CRM Buyer.... Read more »
  • Zoho’s Surround Strategy
    Surround strategy is the antithesis of rip and replace. Rather than replacement, a business can move parts of its workload from some workhorse system, say ERP, to Zoho -- where things like pre-built reports and Zia, an AI-based digital assistant, can help business users interrogate data stored on the mothership.... Read more »
  • Fixing Customer Service Will Require Better Tech
    This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service... Read more »
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    Bodine & Co.

  • Customer Experience: How To Get On The Superhighway To Business Success
    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 »
  • The Happiest Employees of 2021 — And Their Connections to Customers
    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 »
  • A CX Day Offer To Boost Your Journey Mapping Outcomes
    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 »
  • New Study Shows Major Disconnect Between Companies And Customers
    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 »
  • Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service
    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 »
  • Virtual Journey Mapping Bootcamp: October / November 2021
    Our 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 »
  • Voice Your Opinion — Win Fun Prizes!
    How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer... Read more »
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    CX Journey™

  • 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 »
  • Agile Working in Practice: More Tips to Help Analytics Teams Transition
    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 »
  • Agile Working for Analytics Teams Needs a Cu​lture Change
    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 »
  • 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 »
  • The Secret Sauce to Achieve Outcomes with Journey Mapping
    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 »
  • Exposure is What You Die from in the Desert
    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 »
  • 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 »
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    Blog – Epikonic

  • Medallia and Thunderhead for great CX
    The News On January 20, 2022 Medallia announced that it has entered into a definitive agreement to acquire Thunderhead, the leader in customer journey orchestration, or like the press release states it, leader in every-channel journey orchestration. The transaction is expected to close in the first quarter of this fiscal year. The... Read more »
  • Is Microsoft bringing the joy and community of gaming to everyone?
    The News On January 18, 2022, Microsoft announced the intention to acquire Activision Blizzard with the vision of bringing the joy and community of gaming to everyone, for $95 per share, which equals a transaction value of $68.7 bn. This is a bit more than eight times of the revenue that Activision... Read more »
  • The secrets to improving Sales Operations and thereby making your salespeople love their system
    Three times is the charm. Our first attempt was disrupted by Texas getting off the (power) grid due to a winter storm, the second one due to Streamyard going offline (courtesy of a Google problem), now we finally made it happen and talked with an enterprise software user about sales... Read more »
  • A CMS contributes to customer experiences, does it?
    Everybody is talking of “creating customer experiences” – even I, although I am convinced that any experienced is created by the person on the receiving side of an engagement.  But then, how to formulate this in only a few words? Nevertheless, when it comes to engaging with customers or prospects,... Read more »
  • CRMKonvos – The all time hot 5 including some surprises
    The new year just started, so it is the perfect time to look at some data. To keep you curious: There are some interesting data points. I looked at and reviewed the success of our CRMKonvos. We are streaming live on various channels, including my LinkedIn profile, several Facebook channels including mine, the one... Read more »
  • A look beyond the hype – and some humble wishes
    It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the... Read more »
  • How to make an impact on CX – with your supply chain
    Amazon is surely an example for a company that has the reputation for good CX. Where does it come from? After all, the site is ugly. Too much advertisement, too. But then Amazon has outstanding supply chain and logistics. Customers like having alternatives even when they buy habitually. Amazon was... Read more »
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    Conversational Systems

  • Trends in Conversational Commerce, the Experience Connection
    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 »
  • Marketplaces, Aggregation Theory, and a CRM Platform in Disguise
    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 »
  • Simply Service
    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 »
  • Reading Between the Lines: Accel-KKR Makes a Significant Investment in SugarCRM
    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 »
  • Put One Foot in Front of the Other
    For 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 »
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    Beagle Research Group, LLC

  • Privacy Project
    The 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 »
  • What I am thinking about today
    We’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 »
  • CDP for all
      Here 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 »
  • Millennial CRM
    Trying 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 »
  • Modern selling
    Looking 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 »
  • Salesforce birthday notes
    February 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 »
  • Cloud applications – the next phase
    This 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 »
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