CRM is not only suitable for large companies but also for small businesses, CRM for SME, as it is about relationship management and customer focus. The post CRM for SME appeared first on Archie CRM.... Read more »

ERP (Enterprise Resource Planning) is a useful system, but it's not CRM. Companies do need a CRM system along side. The post ERP is not CRM appeared first on Archie CRM.... Read more »

Internal communication is part of customer intimacy. With the use of CRM, you create structure and give employees autonomy. The post Shape customer intimacy appeared first on Archie CRM.... Read more »

Online sales and account management need not be an obstacle for organizations. In fact, with a good CRM system, it's powerful. The post Collaborate online in sales appeared first on Archie CRM.... Read more »

Working from home does not have to be a problem to increase customer loyalty. This is possible with the right CRM software. The post Remote customer loyalty: three tips appeared first on Archie CRM.... Read more »

The right mindset in a CRM implementation is one of the success factors for the success of implementation. The importance of transparency must be clear The post CRM: a matter of having the right mindset appeared first on Archie CRM.... Read more »

The post ‘Measuring is knowing’ and CRM appeared first on Archie CRM.... Read more »

Archie Europe and X2R work together to offer VOiP telephony, calling via IP networks. It is cheaper and offers other advantages. The post VOIP and Archie CRM appeared first on Archie CRM.... Read more »

The Archie app makes working on mobile practical for field staff. All information is available anytime, working from home, the office or on the road. The post Working smart on mobile appeared first on Archie CRM.... Read more »

First in a number of videos I will be doing around the benefits of CRM technology. Thought I would go back to CRM’s routes and talk about the benefits of contact management. ShareThis... Read more »

Much has been written and said over the years about CRM project failures and their causes, but a lot of it has been by marketing folks and journalists rather than those on the front line. So in this video I wanted to set out what failure really looks like and... Read more »

I was conscious that in last week’s ‘layperson’s guide to a CRM project’ video, where I broke a project down into the different stages, that I didn’t really cover off associated timelines. Something I’ve addressed in the following video, in the context of a mid-sized CRM implementation: ShareThis... Read more »

In this video I wanted to set out the principle stages of a CRM project. It’s aimed at people new to managing a CRM project, and tries to identify some of the things to look out for as you progress. ShareThis... Read more »

People are often surprised how long a CRM project can take. In this video I go through ten ways to speed up the delivery of a system. ShareThis... Read more »

As promised in last week’s post, which outlined the costs involved in running a CRM project, this video sets out ways to reduce them. ShareThis... Read more »

In this video I walk through the different types of costs that are involved in a CRM project. These include software and implementation costs, project team time, the impact of go-live on users, system support, and the ongoing development and management of the system. ShareThis... Read more »

‘CRM Consultant’ is a confusing term, largely because it’s used by a lot of different people that might be involved in a CRM project. In this video Richard Boardman walks you through the different types. ShareThis... Read more »

Just created a video about our CRM Value Maximisation services, which are designed to help organisations generate more value from their existing CRM systems: ShareThis... Read more »

  As a lot of people have noticed, chart customizations in the Unified Interface in Model-Driven Power Apps, or Dynamics 365 does not behave the way they used to in the classic interface. This is because the Unified Interface only supports a subset of the chart customization options that were... Read more »

A great dashboard in Dynamics 365, or Model-Driven App will not only show you the relevant data and insights, it will also make it easy to get to the relevant records so you can take action. Drill-downs and clicking on records to navigate to them has been the standard user... Read more »

As Power BI is used increasingly within Dynamics 365 or Model-Driven apps, attention to detail in the user experience is increasingly important. Users should be able to seamlessly navigate between the two technologies, and the visual cues should match between them for a coherent user experience. Visual cues for example,... Read more »

Last year I wrote a lengthy blog post comparing the three main methods of getting Dynamics 365, or Common Data Service data into Power BI for analysis. Now, at the most recent Microsoft Business Applications Summit, a new method was announced that I was finally able to try out. The... Read more »

Some years ago, I wrote a blog post about how to create a chart that compared monthly sales, to the same month in the previous year. The approach required quite a bit of XML editing and the chart was limited to only comparing this and last year. No data from... Read more »

There are a few different ways to get your Dynamics 365 data into Power BI. Now that the Common Data Service connector has come out of preview and is generally available, I figured it would be a good time to have a look at the different methods and how they... Read more »

It has been a little while since the last update, but Mohamed Rasheed and I just added some bug fixes and improvements to the Power Query (M) Builder for the XrmToolBox. If you are new to the Power Query (M) Builder and how it can accelerate Power BI report development... Read more »

I realize this is my fourth blog on this particular topic, and I am sure it won’t be the last. The occasion: Microsoft has released a new built-in, easier way of embedding Power BI reports on Dynamics 365 and filter them according to record context. The approach is not as... Read more »

Power BI recently started supported embedding Power BI visuals securely out-of-the-box. That means we can now show Power BI reports inside Dynamics 365, without having to deal with authentication. And with minimal use of code, we can filter the visual to the record that it is being displayed on. Like... Read more »

…stay tuned for details!... Read more »

I have been accused many times of being “semantically driven” to differentiate myself (that means I am too focused on proper definitions and how to use terms well — see my position on hybrid clouds and social CRM from back in the day… oh, and journeys). I don’t do it for... Read more »

if you are a fan of Gartner, and who among us is not – right?, you know about the hype cycle. image above, copyright Gartner, Inc. funny, well – i think it is, was that when i used to present as a G analyst i used to call it the... Read more »

https://www.cooper.com/journal/2017/7/people-dont-buy-your-product-they-buy-your-story? Invest the 5-10 minutes to read it, totally worth it. Quotage… “The secret to persuasion, influence, and motivation is a formula deeply grounded in storytelling.” and also… “People Don’t Buy Your Product, They Buy Your Story”... Read more »

this is one of those cases where paying attention brought two very different articles to contrast.  and am not sure which way to go with this – stay tuned. first, I read this article from Futurism on the end of the era of Deep Learning.  Quoting from it: Artificial intelligence... Read more »

well, fifty-two of them actually. check this out, and have a great weekend.  starting now. View at Medium.com View at Medium.com... Read more »

I feel I am truly gifted…. or blessed…. or something. I have good clients that like what I say and write, and they hire me to explore topics that are emerging in the enterprise.  One of these awesome clients is Transversal, and they wanted to see what I could do... Read more »

Surveys Done Right – Part 4 – EFM Best Practices Ok, final part of this series. We so far have covered point-of-service surveys, customer-satisfaction surveys, and best-practices for surveys.  On to the best way to implement enterprise feedback management in your organization.  This is a set of best practices I... Read more »

Surveys Done Right – Part 3 – Survey Best Practices OK, on to part 3 – best practice for surveys. I have been working on and off on this topic for a while, updating it and making sure it was still valid.  This is the knowledge I have gained over... Read more »

If you are only going to attend one in person event this year, make it Community Summit North America held October 12th-15th in Houston, TX. Summit North America is the largest independent gathering of the Microsoft Ecosystem. People come together from around the globe each year for valuable insights and... Read more »

Microsoft Dynamics 365 Marketing module helps us to build campaigns for your product/service with consistent personalized messaging and keeping contacts engaged in every stage of the buyer’s journey with a complete 360-degree view of a customer. You can understand more about their customer engagement and how best we can respond to... Read more »

Alerts4Dynamics  is a productivity app for creating, scheduling and managing alerts and notifications for different entities in Dynamics 365 CRM. Being a preferred app on Microsoft AppSource, most of you will be well acquainted with this popular alert management app from Inogic. But for those of you who are yet... Read more »

“Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” Similarly, planning of Sales Territory for a business organization is of paramount importance for its success. A Sales Territory plan plays a great role in assisting the Field Reps to reach... Read more »

One of the many reasons businesses are attracted to Dynamics 365 as a CRM system is because of its easy integration. The solution easily connects to other Microsoft solutions such as Outlook, Office 365, Power BI, and so much more. As a result, users have a centralized hub where they... Read more »

In any Microsoft Dynamics CRM instance, there are functionalities requested by the stakeholders which go beyond the functionalities offered by the Out-of-the-Box CRM instance. To deliver these functionalities we often need to write plugins. As a developer, if you have coded long enough on a project and know the CRM instance well,... Read more »

Over the past year, we’ve faced extraordinary events that have forced us to change the way we do business in fundamental ways. We had to learn to work remotely and so much more. Thankfully, technology and imagination were able to assist with these changes. As an IT leader in your... Read more »

Recently, JourneyTEAM held their Q3 Tech Insider Update where they previewed new changes, updates, and releases made to Microsoft products, including Dynamics 365. In addition to resolving bugs and limitations in existing tools, the recent changes help business teams streamline data analysis, simplify business processes, and increase accessibility and visibility... Read more »

Already a Preferred App on Microsoft AppSource, Kanban Board is a smart visualization app which enables Dynamics 365 CRM/Dataverse (Power Apps) users to visualize and analyze CRM data in Kanban View instead of normal grid view. This gives them a new perspective to analyze and interpret CRM data which undoubtedly... Read more »

Software implementations are meant to automate tedious tasks, enable accurate and fast reporting, and streamline processes.  When I, a digital transformation specialist, hear prospects in the professional services industry that low user adoption is a common problem, it frustrates me. There are many factors that impact user adoption rates; however,... Read more »

In today’s business environment, companies cannot afford to lose any potential opportunities by not having a system in place in order to track leads in addition to effectively managing proper leads follow-up.  More businesses are utilizing Customer Relationship Management (CRM), Technology Systems to ensure the capturing of every sale and... Read more »

Continuing with our snippet of the Microsoft Dynamics 2021 release wave 2, we will be highlighting the rest of the capabilities and the new features and updates of the release. This second release wave of the year offers hundreds of new features and enhancements, demonstrating Microsoft’s continued investment to power digital transformation... Read more »

Financial services firms have external demands, but now, the lists of IT requests from internal customers are growing longer every day, requiring that you do things more rapidly. You must navigate tasks like budget, time, and resource constraints, manual as well as complex processes, security and compliance, and more. While... Read more »

Want a way out of managing a large number of subscriptions and recurring billing processes within Dynamics 365 CRM? Then don’t look further! Subscription and Recurring Billing Management is just what you need! Now bid adieu to all your subscription and billing woes for this latest subscription and billing app... Read more »

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many... Read more »

B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. You... Read more »

Customer experience metrics are the most important choices in your CX strategy! What you monitor shapes your mindsets, conversations and actions. Yet recent studies show that only 21% of businesses are “very or extremely satisfied” with their ability to quantify the impact of customer experience on business results.1 There’s no... Read more »

B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what’s most appropriate in any situation is deemed ideal. What customer experience metrics can empower your... Read more »

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

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

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

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

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

Customers 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 »

https://clearaction.com/customer-centric-voice-of-the-customer/Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. Customer-Centric Examples How well did we help you meet your needs?... Read more »

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 »

https://clearaction.com/customer-experience-is-more-than-transactional-is-your-marketing-value-longitudinal/Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time. Here’s how you can... Read more »

https://clearaction.com/2020-customer-experience-20-wishes/2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. It will... Read more »

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

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

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

Learn from Dr. Philip Kotler describe brand activism, the importance of focusing on a purpose as a company, and the problems encountered when companies do not use brand activism correctly.... Read more »

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

Only a quarter of marketing professionals believe their B2B content marketing strategy is effective. Learn why B2B content is missing the mark in this post.... Read more »

Get actionable sales tips on emotional intelligence and reading emotions in this video. Learn how to get better at reading emotions by doing third-ear listening (like therapists do) in this video.... Read more »

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

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

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 »

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 »

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another”... Read more »

I hope you’ll join me on Wednesday, October 20 at noon Central time, when I’ll be teaming up with the global procurement and supply chain consultancy Proxima for a fun webinar. The folks at Proxima share a mindset that’s near and dear to my heart: transformation through customer centricity. So…... Read more »

This bootcamp is sold out! Join us at our next bootcamp in late October. *** 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 »

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple. You won’t find any highfalutin... Read more »

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this... Read more »

What do pirates, waffles, and discos have to do with customer experience? Find out by watching the replay of my keynote! *** I’m super excited to be part of Alida’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can... Read more »

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and... Read more »

Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note:This site will... Read more »

Image courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the series here.In my first post on how to... Read more »

Image courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of... Read more »

Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.In this follow-up... Read more »

In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping... Read more »

If you're a speaker, thinking about becoming a speaker,  an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will... Read more »

Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a customer experience transformation journey. The bad news is... Read more »

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to... Read more »

Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the... Read more »

Image courtesy of PixabayHow do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course,... Read more »

Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for a lot of executives to grasp. They know the... Read more »

I hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you... Read more »

Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for... Read more »

Image courtesy of PixabayThis is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not... Read more »

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journeys are often non-linear and move across different channels and devices. In between the... Read more »

Schools, universities and other educational institutions have one challenge in common. They need to constantly communicate with their students and often the parents as well. Obviously, the students and their parents are different generations; and guess what, that means they have different communication styles, prefer different communications channels and are... Read more »

What does it take to make a company sustainably successful? Why is it so important to combine the global and the local view? And what is Zohonomics about? The CRMKonvos team had the chance to discuss with Vijay Sundaram, Chief Strategy Officer at Zoho about these topics – and some more. As one of... Read more »

Following the great discussion about Customer Journey Orchestration that we had with Graham Hill it was obvious that this topic deserves and requires more attention. We had a lot of points and different terms, starting from customer journey management, customer managed journeys, customer journey analytics, customer journey mapping and so... Read more »

The News On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7 billion. According to the press release “the acquisition is expected to help enhance Zoom’s presence with enterprise customers and allow it to accelerate... Read more »

On June 15, 2021, the CRMKonvos crew had the chance to chat with Andreas Schuster, Customer Success Director for SugarCRM in Europe, about the company’s evolving vision and goals. He did not disappoint. Schuster has filled a variety of roles over the years, both in the software industry and outside... Read more »

Data breaches, ransomware, stolen identities, collecting of data for no benefit of the customer, are only some of the things that we do see every day. There does not seem to be any privacy anymore. This makes privacy and data protection hot topics not only for customers, but also for... Read more »

I haven’t written much about Nimble recently; actually I haven’t written too much about anything lately. Now it is time to have a look into some interesting news that hit my desktop. The News On June 30, 2021, Nimble announced an integration with Microsoft Teams to streamline workspace collaboration. The... Read more »

Many a company has a severe challenge with how their processes actually work. Documentation may or may not be there. Tribal knowledge exists. Lots of repositories, too, including file systems, collaboration tools, chat tools, email, etc. In brief, there is the need for a solution.  Startup Sevantiz has taken on... Read more »

Customer service has embraced changes in technology over the years, some technologies have succeeded, some, well, have struggled (The IVR has never been very popular). From my viewpoint, success is defined from the perspective of the customer. Fast forward to 2018 and now Intelligent Systems are a game-changer. Some systems... Read more »

Online Marketplaces are conversational platforms or CRM systems in disguise, depending on your point of view. Marketplaces are multi-sided, support and require trust building, one-to-one relationships, and the ability to transact – and they need to scale. Within a Marketplace, each conversation is focused specifically towards an outcome. Unique to... Read more »

Within information technology, there is no longer a need to call anything “Self-Service”. It is all simply Service. Circa 1996 — I was part of a team that redesigned and rebuilt a customer care system that sat logically in front of a telecom billing system. Customers could go online, see... Read more »

This is an interesting industry play, a long time in the making. I am able to take a unique view on this news, whether I am accurate in my commentary, only time will tell. I worked at SugarCRM, twice, two tours of duty some might say While working at Ciboodle,... Read more »

Verint CMO Celia Fleischaker takes us through why empathy isn't just being in the shoes of the customer, but is a pathway to the actual customer truth in a very explicit, granular way.... Read more »

Who are the people who need to get involved in using the intelligence, information and insights gathered to turn them into a program that works? Ford Galvin puts it together in this second of three parts.... Read more »

PROS Chief AI Strategist Dr. Michael Wu outlines a valuable maturity model for AI - something sorely needed as AI increasingly becomes a necessity and a commodity.... Read more »

Are the 21st century's "Roaring 20s" as exciting as the 20th century's? Jeff Nicholson -- CRM leader, industry veteran and visionary -- forsees everything from autonomous experiences to bionic workforces. See the world through Jeff's eyes.... Read more »

At the very least, this knowledge will prevent you from making deadly mistakes in your business. At best, you'll retain and grow your customer base beyond what you are likely to have thought possible.... Read more »

COVID-19 accelerated interest in business model transformation. Not only does the PC/video games industry' model serve y the 21st century business and customer well -- but its completeness and "reusable components" are ideal for the post-COVID world.... Read more »

We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement -- and he may be onto something.... Read more »

Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call.... Read more »

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

2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consults his... Read more »

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 »

Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters.... Read more »

Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint's VP of Global Customer Experience, tells you how.... Read more »

Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.... Read more »