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    Archie CRM

  • 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 »
  • 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 »
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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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    so much to say…

  • [reader] The future of personalization–and how to get ready for it | McKinsey
    The future of personalization–and how to get ready for it | McKinsey The future of personalization–and how to get ready for it | McKinsey two very interesting concepts in this short read from McK. analytics translators – talks to the issue of data literacy, or rather the lack of it.... Read more »
  • [reader] Executive views on business in 2022: PwC
    Executive views on business in 2022: PwC Executive views on business in 2022: PwC the most interesting part of this is that talent acquisition and retention is in, supply chain, inflation taming, and agility are in. is this the year employee experience is really going to be in the driver... Read more »
  • 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 »
  • [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 »
  • [reader] Changing Consumer Motivations & Expectations | Accenture
    Changing Consumer Motivations & Expectations | Accenture Changing Consumer Motivations & Expectations | Accenture let’s say that you can ignore the biased approach to surveying customers here and ignore the results that are not as dramatic as they imply in their early assertions (i know, market research and survey is... Read more »
  • 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 »
  • Video[reader] The Cost of Missing Something | Tricia Wang
    this is an “oldie” but still a fantastic watch. Tricia has an incredible background, and this talk on “thick data” is truly still ahead of its time – don’t miss it. yes, will post more of these short posts going forward so you can keep track of what i read... Read more »
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    CRM Software Blog | Dynamics 365

  • How Map Plugin is Beneficial to Dynamics 365 Users
    Businesses with on-field sales teams use a mapping tool that helps them visualize their clients on maps. Mapping tools allow you to make territories based on your strategies. Territory management … How Map Plugin is Beneficial to Dynamics 365 Users Read More » The post How Map Plugin is Beneficial... Read more »
  • VideoThis One Thing Changed the Way I Use Solutions
    Solutions are a foundation of developing on the Power Platform. Put simply, solutions are how you move customizations/changes in your environment from point A to point B. Before I dive in … This One Thing Changed the Way I Use Solutions Read More » The post This One Thing Changed the... Read more »
  • VideoMicrosoft Dynamics 365 CRM Gamification - Achieve your sales goal faster while having fun!
    According to Global newswire, the size of the global CRM market is anticipated to reach 113.46 billion dollars by the end of 2027. Maximizing CRM value is important for all … Microsoft Dynamics 365 CRM Gamification - Achieve your sales goal faster while having fun! Read More » The post... Read more »
  • How Can Dynamics 365 Reduce Business Costs?
    Microsoft Dynamics 365 is a suite of Microsoft applications that can come together as a comprehensive solution for connecting your entire business. It consists of various products that help improve … How Can Dynamics 365 Reduce Business Costs? Read More » The post How Can Dynamics 365 Reduce Business Costs?... Read more »
  • Moving to Flows from D365 Custom Plugins
    If you're like most D365 organizations, you use background workflows. Depending on the nature of your business, you likely have custom plugins embedded in many of those background workflows. While … Moving to Flows from D365 Custom Plugins Read More » The post Moving to Flows from D365 Custom Plugins... Read more »
  • Calendar 365 Plugin: A Better Alternative to Calendly for Dynamics 365 Users
    Calendars have always been a must-have tool for businesses. You would not want to forget an intro call with your potential clients or want to create a bad first impression … Calendar 365 Plugin: A Better Alternative to Calendly for Dynamics 365 Users Read More » The post Calendar 365... Read more »
  • Travel Portal: Serve a 360-degree Travel Team and Your Customers
    The travel industry is widespread and ever-evolving. A few years ago, it included transportation, accommodation, local travel, homestays, and hotels. Now it has also added experiences as a part of … Travel Portal: Serve a 360-degree Travel Team and Your Customers Read More » The post Travel Portal: Serve a... Read more »
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    Lynn Hunsaker – CustomerThink

  • 4 Growth Pitfalls of Employee, Partner, and Customer Experience Strategies in Hard Times
    What seems logical in hard times may be opposite of what’s best for growth. When you’re in a pinch — instead of weakening customer experience, partner experience, and employee experience — you can strengthen value for all. You can do this through 3 universal keys and by avoiding 4 typical... Read more »
  • 6 CX Spirit Animals for Today’s CX Imperative of Trust
    A CX spirit animal is a meme, or semi-humorous symbol or characterization of what it feels like to be in a CX role. For example, the ongoing pressure to increase response rates in a Voice of the Customer role feels like an owl: “Whooo can take my survey?” A Customer... Read more »
  • Chief Customer Officers Can Stop Shrinkflation and Skimpflation
    Chief Customer Officers are stewards of customer value. This means you’re responsible for ongoing growth of value to your customers as well as value to your company. Creative value growth is essential, regardless of booms and busts in economic cycles. Alarmingly, product and service shrinkflation (reduced size) and skimpflation (reduced... Read more »
  • Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance
    Since yearly improvement is a sign of good health, what should you do when performance sags? If it’s your car or a student’s grades, or your health or your revenue, you would explore what’s broken or outdated. Accordingly, sagging performance in the Forrester 2022 CX Index is a wake-up call... Read more »
  • How to Cross-Pollinate Customer Experience, Employee Experience, and Partner Experience Growth
    Customer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups are the engine your organization relies upon for growth. Customers provide funds for salaries, budgets, and investors; employees provide what customers need; and partners deliver what... Read more »
  • Customer Experience Leaders Can Learn from Baseball
    Baseball and other team sports are more than relaxing, entertaining social experiences. In fact, they’re great metaphors for business success. Wins mean stronger relationships with fans, whose enthusiasm generates sponsorships and sales of tickets and memorabilia, etc. The same is true in business: “CX wins” mean stronger relationships with customers... Read more »
  • How to Motivate Executive Buy-in for CX, EX, and PX
    The absence of leadership buy-in is a major hurdle to the success of experience management teams. In a small poll last week, more than half of the respondents said the absence of leadership buy-in is the greatest cause of failed customer experience (CX) programs. I believe employee experience (EX) and... Read more »
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    CRM Buyer

  • Time To Bring Back the Corporate Research Lab
    Maybe it's time to reinvent the corporate research lab for IT in the 21st century. If Salesforce isn't a good pick to bring back the corporate research lab, I don't know who could. I think Bret Taylor could run it, which might be a greater use of his prodigious talents.... Read more »
  • Playvox Workforce Management Prioritizes Emotional Loyalty
    Building emotional loyalty with customers and employees might be the secret to long-term business success. One way a brand can measure emotional loyalty is to use tools such as customer analytics, which measures customer sentiment. The post Playvox Workforce Management Prioritizes Emotional Loyalty appeared first on CRM Buyer.... Read more »
  • Elon, Remember Thy Stakeholders
    Many employees whose position at Twitter was to take input and register customer concerns are among the recently eliminated jobs. It's as if the message is: we don't want your input. The post Elon, Remember Thy Stakeholders appeared first on CRM Buyer.... Read more »
  • For Better CRM Results, Prioritize Pipeline Over Forecast
    Quantifying an opportunity to gain the ability to forecast and call a revenue number is largely the sales team's responsibility. But often, those forecasts are flawed. The post For Better CRM Results, Prioritize Pipeline Over Forecast appeared first on CRM Buyer.... Read more »
  • CloudWorld Reevaluated
    CloudWorld was a show about the stack and infrastructure, from databases to cloud data centers, as well as the platforms. It was designed to say that Oracle has the goods to support global business with minimal technical debt. The post CloudWorld Reevaluated appeared first on CRM Buyer.... Read more »
  • Oracle Continues DB Performance Push
    How do they do this? That's all I want to know. On Tuesday at CloudWorld, Oracle introduced MySQL HeatWave Lakehouse, which it says offers 17-fold faster query performance against Snowflake and 6-fold faster than Redshift on a 400 TB workload. The post Oracle Continues DB Performance Push appeared first on... Read more »
  • Oracle Alloy Debut
    With Oracle Alloy, service providers, integrators, and ISVs working with Oracle Cloud Infrastructure (OCI) can keep workloads in-country and operate clouds independently -- innovating and customizing as the need arises and taking advantage of new opportunities. The post Oracle Alloy Debut appeared first on CRM Buyer.... Read more »
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    Bodine & Co.

  • Cyber Monday Sale: Save on CX Training & Coaching Through December 9
    It’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class &... Read more »
  • Customer Engagement: From Core Competencies To Business Outcomes
    Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement... Read more »
  • Virtual Journey Mapping Bootcamp: May 2022
    Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and how you... Read more »
  • Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year
    Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring... Read more »
  • Reimagining CX To Drive Real Human Connection
    Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want... Read more »
  • 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 »
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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 Archives - Epikonic

  • How to create winning industry solutions 
    One of the terms du jour is „industry cloud“. We hear it even more often than even platform or CX at this time. Why is that? Why do we speak about them only now and not for a longer time? After all, we have seen industry solutions forever, albeit on... Read more »
  • How to make customers for life
    On November 10, 2022, SugarCRM held its annual analyst day in the beautiful Chaminade resort in Santa Cruz. In attendance was an elusive crowd of 14 analysts and six customer representatives, along with the SugarCRM executives. We gathered to inform ourselves about what is going on, what will be going... Read more »
  • SugarCRM Analyst Summit 2022: Bring Out Your Customers!
    It’s the stories behind the tech that sell it, and that sell us on why one vendor’s got momentum where a similar one doesn’t. The post SugarCRM Analyst Summit 2022: Bring Out Your Customers! appeared first on Epikonic.... Read more »
  • How Zendesk Intelligent Triage steps up the customer service game
    The News On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist. These new AI based solutions shall “enable businesses to triage customer support requests automatically and access valuable data at scale. Intelligent Triage and Smart Assist are the... Read more »
  • UX and CRM – How to make them a match
    When talking about CRM systems, people – especially managers – mostly think about functions, features, and control. How can a process be supported and managed? How can I get good analytics out of the system? Does it fit into the existing IT landscape? These and many similar questions take precedence... Read more »
  • How to engage for customer experience and success
    It is time for a stake in the ground again. Of late, every vendor who used to play in the CRM arena positions itself as a „customer experience“ player and claims that its software “delivers customer experiences”. This is quite a claim. It also raises a lot of important questions.... Read more »
  • How (and why) a marine consultancy made Zoho core of their business
    During ZohoDay 2022, I had the chance to have a longer conversation with Graham Dallas, business development manager of the ABL Group. Graham was responsible for the implementation of ABL Group’s new CRM system. ABL Group is the result of a 2020 merger of AqualisBraemar ASA and the LOC Group.... Read more »
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    CRM Switch

  • 9 Differences Between Salesforce and HubSpot
    HubSpot and Salesforce are both established powerhouses in the areas of data management and business process automation. Salesforce was founded in 1999 in San Francisco, California. HubSpot was founded in 2006 in Boston, Massachusetts. Salesforce began as a Sales Force Automation (SFA) system and eventually became a comprehensive suite of... Read more »
  • What is CRM artificial intelligence and what can it do for my business?
    It was only a matter of time before CRM vendors started to embed artificial intelligence in their apps. Next year we’ll probably see self-aware water coolers. Skynet can’t be much further behind, right? Okay, maybe that’s a bit far-fetched. But CRM with artificial intelligence is very much a real thing... Read more »
  • How to Book & Conduct a Prospect Meeting
    A 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 »
  • 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 »
  • 15 Important Advances in Business Technology
    There have been many significant advances in business technology this century, almost all enabled by ubiquitous broadband internet access, improved software development tools, and the scalability and reliability of data centers. Here are some technological advancements that have significantly impacted how businesses operate and how business users interact with prospects... Read more »
  • CRM Selection For Your Business: Seven Proven Steps
    CRM selection has become more difficult over the last several years, as many vendors have upped their game. The playing field has become more level. While healthy competition ultimately benefits all organizations, an abundance of choices makes it more difficult for those tasked with selecting the right CRM solution for... Read more »
  • Video6 Ways to Give Value First in Sales & Marketing and Why
    Some of the things that you can be doing in sales and marketing without expectation of return—or with little expectation of return.... 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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