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  • STB, CRM leverancier voor professionele verenigingen, overgenomen
    Stb is een Nederlandse CRM leverancier die een grote speler is op de markt voor professionele verenigingen en goede doelen. Het Franse Eudonet heeft de automatiseerder overgenomen.Het bericht STB, CRM leverancier voor professionele verenigingen, ove…
    - 3 Dec 19, 8:03am -
  • CRM en databasevervuiling, hoe ga je daar mee om?
    Datavervuiling kan optreden in de CRM database als er niet consequent aan de datakwaliteit gewerkt wordt Hoe ga je deze datavervuiling tegen?Het bericht CRM en databasevervuiling, hoe ga je daar mee om? verscheen eerst op CRM links.
    - 30 Sep 19, 8:04am -
  • CRM in de cloud is aan een opmars bezig
    CRM in de cloud is aan een opmars bezig bij organisaties met meer dan 50 werknemers. De CRM-systemen en -oplossingen worden steeds vaker in de cloud gehost.Het bericht CRM in de cloud is aan een opmars bezig verscheen eerst op CRM links.
    - 5 Aug 19, 8:18am -
  • Hoe vindt u de juiste CRM-leverancier?
    Het vinden van de juiste crm-leverancier is nogal belangrijk, want meestal ga je een langdurige samenwerking en relatie aan met de gekozen leverancier.Het bericht Hoe vindt u de juiste CRM-leverancier? verscheen eerst op CRM links.
    - 15 Jul 19, 7:10am -
  • Marketingdata IT-bedrijven in kaart
    Online marketingacties op basis van data continu optimaliseren. Dat is wat marketingbureau Leadgate Europe voor IT-bedrijven realiseert.Het bericht Marketingdata IT-bedrijven in kaart verscheen eerst op CRM links.
    - 11 Feb 19, 9:10am -
  • Datacratisch werken, geleid door data
    ‘Let the data do the talking’. Datacratisch betekent letterlijk: geleid door data en daarmee kun je het vandaag beter doen dan gisteren.Het bericht Datacratisch werken, geleid door data verscheen eerst op CRM links.
    - 31 Jan 19, 8:40am -
  • Scan je CRM-programma op klantloyaliteit
    Loyalty Rockstars heeft een gratis online Loyalty Quick Scan ontwikkeld, die organisaties een duidelijk beeld geeft van de status van hun loyalty of CRM-programma. Het bericht Scan je CRM-programma op klantloyaliteit verscheen eerst op CRM links.
    - 11 Jan 19, 1:11pm -
  • Nieuwste generatie Zoho CRM Plus
    Online platform Zoho lanceert de nieuwste generatie Zoho CRM Plus: het alles-in-één Customer Experience Platform voor sales, marketing, customer support en operations; inclusief AI. Het bericht Nieuwste generatie Zoho CRM Plus verscheen eerst op C…
    - 3 Jan 19, 8:01am -
  • CRM als online leeromgeving voor leerwerkbedrijf
    Leerwerkbedrijf Bikkelz kiest er opnieuw voor om met PerfectView te werken. Binnen de leerwerktrajecten wordt PerfectView ingezet als een praktijkgerichte leeromgeving.Het bericht CRM als online leeromgeving voor leerwerkbedrijf verscheen eerst op C…
    - 24 Dec 18, 8:54am -
  • CRM Migratie, waar moet je op letten?
    Wanneer optimaliseren van je huidige Customer Relationship Management systeem geen optie is, kun je voor CRM-migratie kiezen; een compleet nieuw systeem dus. Hier moet je op letten.Het bericht CRM Migratie, waar moet je op letten? verscheen eerst o…
    - 10 Dec 18, 9:29am -

CRM software van Archie

  • Klantenbinding op afstand: drie tips
    Thuiswerken hoeft geen probleem te zijn om klantenbinding te verhogen. Met de juiste CRM software lukt dat.The post Klantenbinding op afstand: drie tips appeared first on Archie CRM.
    - 42 days ago 21 Oct 20, 8:39am -
  • Stapsgewijs naar de juiste CRM keuze
    CRM is meer dan alleen software. Het is een onderdeel van de bedrijfsstrategie. Bij een CRM selectietraject doorloop je diverse stappen.The post Stapsgewijs naar de juiste CRM keuze appeared first on Archie CRM.
    - 98 days ago 26 Aug 20, 7:55am -
  • CRM: een kwestie van de juiste mindset
    De juiste mindset bij een CRM implementatie is één van de succesfactoren voor het slagen van implementatie. Het belang van transparantie moet duidelijk zijnThe post CRM: een kwestie van de juiste mindset appeared first on Archie CRM.
    - 13 Jul 20, 8:30am -
  • Relatiemanagement is ook ‘meten is weten’
    Relatiemanagement gaat ook om het ontdekken van kansen bij klanten. Het CRM systeem helpt hierbij, want met juiste informatie krijg je meten is weten.The post Relatiemanagement is ook ‘meten is weten’ appeared first on Archie CRM.
    - 11 May 20, 2:21pm -
  • VoIP en Archie CRM
    CRM software van Archie heeft een toegevoegde waarde als het om bedrijfsbreed inzetbaar van een relatiebeheer- en crm systeem gaat.The post VoIP en Archie CRM appeared first on Archie CRM.
    - 27 Jan 20, 3:51am -
  • Slim mobiel werken
    De Archie CRM app maakt mobiel werken voor medewerkers praktisch, zowel voor de binnen- als buitendienst. Je hebt alle informatie altijd bij de handThe post Slim mobiel werken appeared first on Archie CRM.
    - 20 Jan 20, 9:11am -
  • Goede leads, voeding voor het CRM systeem
    Gekwalificeerde leads waarmee het CRM systeem ten volle benut kan worden, kun je zowel online als offline vinden. Kies het juiste kanaal.The post Goede leads, voeding voor het CRM systeem appeared first on Archie CRM.
    - 11 Nov 19, 9:05am -
  • CRM software van Archie, bedrijfsbreed inzetbaar
    CRM software van Archie heeft een toegevoegde waarde als het om bedrijfsbreed inzetbaar van een relatiebeheer- en crm systeem gaat.The post CRM software van Archie, bedrijfsbreed inzetbaar appeared first on Archie CRM.
    - 12 Sep 19, 11:36am -
  • Campagnemanagement met CRM
    Een CRM programma kan het campagneproces van een organisatie ondersteunen en helpen bij een goed CRM beleid door goed campagnemanagement.The post Campagnemanagement met CRM appeared first on Archie CRM.
    - 28 Aug 19, 11:49am -
  • Interactie binnen- en buitendienst door CRM
    CRM software is niet alleen een tool voor klantbeheer, maar zorgt ook voor een betere interactie tussen de binnen- en buitendienst van organisaties.The post Interactie binnen- en buitendienst door CRM appeared first on Archie CRM.
    - 3 Jul 19, 12:09pm -

ZDNet - Social CRM

Bob Thompson - Customer Think

CRM Chart Guy

  • 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…
    - 28 days ago 4 Nov 20, 2:55pm -
  • 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 matc…
    - 41 days ago 22 Oct 20, 10:28pm -
  • 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…
    - 30 May 20, 4:05am -
  • Compare 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 d…
    - 31 Mar 20, 12:09pm -
  • 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 h…
    - 24 Jul 19, 4:42am -
  • 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…
    - 25 Apr 19, 4:27am -
  • Embed filtered Power BI reports on Dynamics 365 forms – again – the official way
    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…
    - 25 Mar 19, 4:50am -
  • Embed Power BI Visuals in Dynamics 365 – with Secure Embed
    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 visua…
    - 18 Feb 19, 10:39pm -
  • Quickly get Dynamics 365 data in to Power BI for Q&A
    The Q&A feature in Power BI is great as it let’s users ask natural questions about your data and it will generate visuals and lists to answer those questions. Of course, there’s an assumption that Power BI has a data model that uses the same term…
    - 20 Aug 18, 4:20am -
  • Use Color Codes from Option Sets in both Dynamics 365 charts and Power BI
    Option Sets in Dynamics 365 has a setting for each value to specify a color code. This color code is used in the new Unified Interface in the entity specific dashboards. This is a welcome addition as it makes it more easy to persist colors to a speci…
    - 16 Aug 18, 5:32am -

Think Jar

  • Off to Greener Pastures…
    …stay tuned for details!
    - 13 Dec 19, 11:59pm -
  • Engagement Defined In One Slide
    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, an…
    - 26 Apr 19, 3:59pm -
  • We Finally Reached Peak of Inflated Expectations for AI
    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 marriage cycle……
    - 1 Mar 19, 2:03pm -
  • Here’s A Good Article on Storytelling
    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 storytelli…
    - 12 Feb 19, 8:05pm -
  • Deep Learning – Is It Really Over?
    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…
    - 4 Feb 19, 2:00pm -
  • Fun Friday Fact (link)
    well, fifty-two of them actually. check this out, and have a great weekend.  starting now. View at Medium.com View at Medium.com
    - 1 Feb 19, 6:31pm -
  • KM with AI??? Inconceivable??? Nah, Easy Peasy…
    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 se…
    - 30 Jan 19, 6:00am -
  • Surveys Done Right – Part 4 – EFM Best Practices
    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…
    - 29 Jan 19, 6:12pm -
  • Surveys Done Right – Part 3 – Survey Best Practices
    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 ov…
    - 29 Jan 19, 6:11pm -
  • Surveys Done Right – Part 2 – Customer Satisfaction
    Surveys Done Right – Part 2 – Customer Satisfaction I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?).  It is not that I don’t know what to say, or that I don’t want to do it. …
    - 29 Jan 19, 6:10pm -

Enterprise Apps CRM

    Destination CRM

    P Green Blog

    • Life's Philosophy; Science's Purpose
      Much as I like to think and act exuberantly in the celebration of the abundance of life, I have days where I recognize that I’m 64 years old. Some of those days, I embrace the fact. Some of those...The award winning, edgiest CRM blog on the planet…
      - 29 Sep 14, 2:00pm -
    • How Marketing-as-a-Service Builds Trust and Engagement
      Note: While I recover from vocal cord surgery, I can't do a whole lot. But that doesn't mean that a. ideas stop generating and b. others aren't doing a lot. They continue and they are. So what I...The award winning, edgiest CRM blog on the planet. T…
      - 12 Aug 14, 11:00am -
    • Happy New Year 2014AND Best Commercials 2013
      Actually, I have no criteria except I love these commercials. Some are brilliantly funny and cray cray adorbs. Some are beautiful, and soar. One will rip at your heart. I still think that good...The award winning, edgiest CRM blog on the planet. The…
      - 31 Dec 13, 7:23pm -
    • CRM Idol 2013 Voting Starts...NOW!
      Okay, patrons of the arts and sciences. We are down to the final week of CRM Idol 2013 and this is arguably the most exciting of them all. This is where you, the people, get to vote on who you...The award winning, edgiest CRM blog on the planet. The…
      - 9 Dec 13, 1:00pm -
    • Life Isnt Abstract: The Internet of Pings
      About three weeks ago, I wrote a post on my journey to health (losing weight) via a trip to the Duke Diet and Fitness Center (DFC) and also identified some broad lessons that can be generally applied...The award winning, edgiest CRM blog on the plan…
      - 25 Nov 13, 12:00pm -
    • Life isn't Abstract: The Duke Diet and Fitness Center, Customer Experience and Me
      This one is personal – and will involve some information about me that you might not really care to hear – or maybe you do. If you don’t, either mentally redact it (though to do that you’d have to...The award winning, edgiest CRM blog on the…
      - 1 Nov 13, 1:10pm -
    • CRM Musings, Miscellany and Doings
      CRM Musings and Miscellany: Short Bits Every now and then I get a hankering to just do these short, pithy (there’s no lisp involved here) things rather than my usual long-winded posts. This is the...The award winning, edgiest CRM blog on the plane…
      - 1 Jul 13, 11:00am -
    • My Boyfriend in the Cloud: Oracles Susie Penner Posts on The Cloud andRelationships
      PG Note: Susie Penner is arguably one of the most beloved people who ever met an analyst or influencer. A Director of Corporate Communications at Oracle, Susie is one of the best at her job, handling...The award winning, edgiest CRM blog on the plan…
      - 6 May 13, 3:11pm -
    • Truth In Advertising? How about Joy In Advertising?
      This is an ad…for a bank. As an ad, it is clever and straightforward and…an ad. It was done by the Banco Sabadell in Catalonia, Spain on its 130th anniversary. But, for once, this transcends what it...The award winning, edgiest CRM blog on the p…
      - 11 Feb 13, 5:32am -
    • Lessons from and for 21st Century Leaders
      Last October, I had the honor of speaking at the 2012 Pivot Con, a conference hosted by my dear friend and key social influencer Brian Solis. This conference held annually, is an affordable laid-back...The award winning, edgiest CRM blog on the plan…
      - 24 Jan 13, 12:00pm -

    Lynn Hunsaker - Customer Think

    • Thriving in Customer Experience on a Tight Budget
      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 tech…
      - 100 days ago 24 Aug 20, 8:37pm -
    • Customer Experience Indexes: Modern Thinking
      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 say…
      - 21 Aug 20, 6:34am -
    • Will 2021 Be the Year of CX as North Star?
      In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insigh…
      - 4 Aug 20, 11:17pm -
    • Ease of Doing Business: Best Leading Indicator of Growth
      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 bus…
      - 17 Apr 20, 9:06pm -
    • Customer-Centric Voice of the Customer
      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”…
      - 23 Mar 20, 9:02pm -
    • Modern Thinking for Customer Experience Indexes
      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…
      - 6 Mar 20, 10:27pm -
    • Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal?
      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 fo…
      - 8 Feb 20, 1:27am -
    • 2020 Customer Experience: 20 Wishes
      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 be…
      - 21 Jan 20, 10:13pm -
    • CEO’s Guide to Growth Through Customer-Centered Capability
      “Customer-centered management is straightforward business sense,” declared the first article1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Bus…
      - 30 Dec 19, 6:44pm -
    • CEO’s Guide to Growth through Customer Experience Action
      Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”…
      - 23 Oct 19, 7:32pm -
    • 3 Ways Marketing Creates Customer Experience Leadership
      https://clearaction.com/3-ways-marketing-creates-customer-experience-leadership/Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically.Step back and think about what makes or breaks great exp…
      - 12 Aug 19, 9:34pm -
    • CEO’s Guide to Growth Through Customer Experience Momentum
      Customer experience momentum foreshadows growth. You can see evidence of this in Forrester’s analysis1, where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 dur…
      - 11 Jul 19, 12:38am -
    • CEO’s Guide to Growth through Customer Experience Engagement
      Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships. While some g…
      - 7 May 19, 5:35pm -
    • CEO’s Guide to Growth through Customer Experience Alignment
      Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Surprisingly, the major glitch for ag…
      - 5 Mar 19, 7:58pm -
    • Anatomy of the VP Customer Experience Role
      If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. r…
      - 5 Feb 19, 10:29pm -
    • CEO’s Guide to Growth through Customer-Centered Management
      In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s n…
      - 17 Jan 19, 7:22am -
    • 6 Digital Experience Mission-Critical Trends
      Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital…
      - 30 Nov 18, 4:57pm -
    • The Future of Customer Experience Calls Urgently for a Significant Shift
      The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more.
      - 4 Oct 18, 1:08pm -
    • Acquisition Addiction’s Impact on Customer Experience ROI
      Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? This is almost as…
      - 3 Oct 18, 6:51pm -
    • Are Your Customer Care Metrics Customer-Centric?
      Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Traditionally, these metrics have been cost-center oriented, intended to drive efficienc…
      - 9 Sep 18, 1:42am -

    CRM Buyer

    • Salesforce Riffs on New Work Styles
      Back in Q1 Salesforce threw out its annual plan and did a pretty good imitation of a startup or a jazz band. They developed products like Work.com and Salesforce Anywhere as solutions to the evolving need for systems that would help their customers c…
      - 2 days ago 30 Nov 20, 9:16pm -
    • The Great CRM Shift of 2020
      It is often said that only a poor workman blames his tools and only an inferior vendor blames the customer for their troubles with a product. But too many user organizations just don't seem to be adopting CRM to the degree that it takes to be success…
      - 13 days ago 19 Nov 20, 1:00pm -
    • Why Digital Transformation Is Essential to Improve Business Outcomes
      High-performing businesses reach peak commercial performance by reducing friction in customer interactions in the face of a market with increasing complexity. If you look at who's winning, it's the companies that not only embraced digital transformat…
      - 21 days ago 11 Nov 20, 2:00pm -
    • How to Continue Winning Business During a Pandemic
      Today, change feels more common than stability. On top of all the uncertainty, sales professionals face increased demands while rebuilding the pipeline. Yet it's clear that there is still business to be won. But first we must assess the new realities…
      - 23 days ago 9 Nov 20, 8:18pm -
    • Chat Commerce Driving Higher Revenue, Better CX
      More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps su…
      - 26 days ago 6 Nov 20, 1:00pm -
    • AvidXchange SVP Heather Caudill on the Quest to Ensure Customer Loyalty
      To survive in this new business reality, it is imperative that remote employees have the skills to succeed while away from their physical offices. How to do that effectively is a multifaceted process. CRM Buyer discussed that journey with Heather Cau…
      - 37 days ago 26 Oct 20, 8:36pm -
    • I Might Differ
      Last week my good friends Brent Leary and Paul Greenberg opened up their online show, CRM Playaz, to an executive roundtable discussion with some of the movers and shakers in our CRM world. Unfailingly, each speaker espoused the centrality of the cus…
      - 48 days ago 15 Oct 20, 1:00pm -
    • Why Hasn't CRM Taken Over the World?
      Many businesses have bought into CRM, of course. It isn't an 80-billion-dollar industry for nothing. Still, there's a disconnect between the wonderful features and functions of new technologies and the realities of how companies use them -- or not. O…
      - 55 days ago 8 Oct 20, 9:11pm -
    • CRM's COVID Opportunity
      Many of the workarounds that have kept old systems running have reached the end of the line. If people are already working in their cars, the gym or the bathroom, it's hard to see how things get any better without replacing systems. That requires a d…
      - 63 days ago 30 Sep 20, 12:00pm -
    • What's Old Is New Again
      A raft of new technologies that impact CRM are about to be announced, but even without the latest announcements due now through October, there's a realization that we're coming full circle. Oracle is making hardware sexy again, using it to drive new…
      - 69 days ago 24 Sep 20, 4:29pm -
    • Fall Ramp-Up
      Technology's fall selling season is gearing up for year-end as it always does, coronavirus or not, and the CRM industry follows suit with some mods. The majors like Salesforce and Oracle, as well as fast followers like Zoho, are in hot pursuit of wha…
      - 78 days ago 15 Sep 20, 11:47am -
    • SugarCRM Adds AI to Sweeten the Customer Experience Pot
      SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with Suga…
      - 85 days ago 8 Sep 20, 12:22pm -
    • CRM is Failing: It's Time to Transition to CXM
      Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the po…
      - 92 days ago 1 Sep 20, 11:30am -
    • How Chatbots Improve Employee Productivity in the 'New Normal'
      Coronavirus has ushered upon us an era of isolation and curtailed face-to-face operations in favor of virtual interactions. The service of demand and delivery has shifted mainly to digital channels. While this trend was visible in the pre-COVID world…
      - 93 days ago 31 Aug 20, 12:00pm -
    • ROI on Salesforce
      Deep in its DNA, Salesforce has always focused on a bigger picture. Its commitment to community issues is best expressed in the company's philanthropic orientation. At the same time, Salesforce has always had the customer at the heart of what it does…
      - 97 days ago 27 Aug 20, 11:00am -
    • It's Still a Young CRM Market
      The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years o…
      - 20 Aug 20, 3:06pm -

    B2B Lead BLog

    Kerry Bodine

    • Cyber Monday Sale: 4 Offers To Make The Most Of 2021
      2020 has been a year… And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, Dece…
      - 2 days ago 30 Nov 20, 4:09pm -
    • Embracing Change: The Service Design Global Conference Goes Virtual
      It’s the time for service designers from around the world to connect. Now more than ever, we need to lean on one another to navigate the challenges ahead, and the Service Design Network is looking forward to bringing the service design community to…
      - 99 days ago 25 Aug 20, 3:17pm -
    • Two More Opportunities to Journey Map In Your Pajamas!
      In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m ho…
      - 21 Aug 20, 4:46pm -
    • Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

      - 14 Aug 20, 3:42pm -
    • Webinar: From Journey Mapping To Journey Management
      Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview Journey mapping has reached fever pitch in the cust…
      - 1 Aug 20, 7:11pm -
    • The Definitive Guide to ONLINE Customer Experience Events
      While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new norma…
      - 21 Jul 20, 4:58pm -
    • Changing Passwords Sucks! 5 Tips To Make It Better
      This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerston…
      - 21 Jul 20, 12:56am -
    • Virtual Journey Mapping Bootcamp: August 4 & 5
      In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journ…
      - 6 Jul 20, 5:09pm -
    • How Can You Make The World A Little More Beautiful?
      This post is in honor of Service Design Day — and everyone who’s sick, grieving, or just struggling to make sense of the world right now. *** While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standi…
      - 1 Jun 20, 7:07am -
    • The Pandemic Trigger: It’s Time To Update Your Journey Maps
      We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date.…
      - 15 May 20, 5:57pm -

    MS Dynamics World

    CX (Customer Experience) 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…
      - 27 Jun 19, 1:58am -
    • 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 ser…
      - 25 Jun 19, 6:33pm -
    • 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 ge…
      - 20 Jun 19, 7:00pm -
    • 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 firs…
      - 17 Jun 19, 5:43pm -
    • 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…
      - 12 Jun 19, 8:49pm -
    • 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 sha…
      - 10 Jun 19, 6:04pm -
    • 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 cu…
      - 5 Jun 19, 7:03pm -
    • On Becoming People-Centric
      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 experie…
      - 29 May 19, 6:10pm -
    • CX Journey™ Musings: On Means and Outcomes...
      Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course eve…
      - 22 May 19, 7:38pm -
    • Leaders Need to Show, Not Just Say
      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…
      - 15 May 19, 6:25pm -
    • Focus on the People and the Numbers Will Come
      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…
      - 8 May 19, 8:39pm -
    • You Aren't Journey Mapping
      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…
      - 1 May 19, 6:17pm -
    • Prioritizing Your #CX Improvement Initiatives
      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 ident…
      - 24 Apr 19, 9:28pm -
    • 10 More All-Too-Common VoC Program Mistakes - Part 2
      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 loo…
      - 17 Apr 19, 6:11pm -
    • 10 All-Too-Common VoC Program Mistakes - Part 1
      Image courtesy of PixabayI originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a com…
      - 10 Apr 19, 6:17pm -
    • Customer Understanding: The Cornerstone of Customer-Centricity
      Image courtesy of PixabayIf you don't know by now, customer understanding is the cornerstone of customer-centricity.Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.What is customer-centr…
      - 3 Apr 19, 6:20pm -
    • Do You Believe in Your Company's Core Values?
      Image courtesy of PixabayDo employees believe in the core values? Do they even know their company's core values?Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and actio…
      - 28 Mar 19, 12:52am -
    • The Culture Perception Gaps
      Image  courtesy of PixabayAre you aware that there's also a Culture Perception Gap?I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.PwC recently rele…
      - 20 Mar 19, 6:13pm -
    • Why Customer Experience is a Marathon Full of Sprints
      Image courtesy of CX NetworkToday I'm pleased to share a guest post by Chanice Henry of CX Network.According to CX Network’s latest Annual Global State of CX Report, showing return on investment (ROI) from CX projects is one of the top challenges t…
      - 13 Mar 19, 8:54pm -
    • 5 Ways to Make Customer Experience Your Competitive Advantage
      Image courtesy of PixabayToday I'm pleased to share a guest post by Neetha Edwin with Freshworks.Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer ex…
      - 7 Mar 19, 7:45pm -
    • Raving Fans? Meh. How About Immortal Fans?
      Image courtesy of PixabayThe ultimate fan is an immortal fan!This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great spea…
      - 5 Mar 19, 8:31pm -
    • On Metrics and Complacency
      Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent…
      - 27 Feb 19, 8:19pm -
    • How to Improve Your Conversion Funnel with a CX Design Update
      Image courtesy of PixabayToday I'm pleased to share another guest post by Lexie Lu of Design Roast.How do you turn site visitors into raving fans? You spend a lot of time and money driving traffic to your website and reaching out to new potential cus…
      - 21 Feb 19, 7:11pm -
    • You Can Lead a Horse to Insights...
      Image courtesy of PixabayIs your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data,…
      - 19 Feb 19, 7:52pm -
    • Have You Digitized Your Journey Map?
      Image courtesy of PixabayDo you know why it's important to digitize your journey maps?In the past, I've written about some of the myths of journey mapping. One of those myths was:Without a digital mapping platform, I can't even begin to map.You proba…
      - 13 Feb 19, 7:16pm -

    Epikonic - Customer Engagement

    • nieuwSugarCRM picks up speed, takes on the market
      A bit more than one year ago I asked whether SugarCRM is getting its mojo back after the company shed its open source roots in 2014 and got acquired by Accel-KKR in August 2018. End of July 2019 the company published its renewed vision under CEO Crai…
      - 8 hours ago 2 Dec 20, 5:21am -
    • The Value of Focus in A Platform World
      Smaller enterprise software vendors today operate in a world where their fortunes may rise and fall on their ability to integrate with one or more cloud computing platforms. In many cases, having a connector or API for multiple platforms is a great m…
      - 1 day ago 1 Dec 20, 1:22am -
    • CRMKonvo – Customer Experience and how to do it right
      This episode starred Nicole France. Nicole is VP and Principal Analyst at Constellation Research. She focuses on digital marketing, sales effectiveness and customer experience. We planned to talk with her about platforms and their role in the ecosyst…
      - 5 days ago 27 Nov 20, 8:24pm -
    • Salesforce in Acquistion Talks with Slack – Good News or not?
      The News Today various media outlets broke the news that Salesforce is in advanced talks with Slack Technologies about a possible acquisition. The news had two effects: Slack stock went up nearly 40 per cent during trading hours while Salesforce stoc…
      - 6 days ago 26 Nov 20, 1:30am -
    • Fastcall drives cooperation of Salesforce users with Intercall and solves Covid challenge
      The News Fastcall, a renowned developer of CTI solutions that are exclusively dedicated to Salesforce, recently announced the release of its Intercall solution. Intercall helps teams to communicate and interact internally from within Salesforce. The…
      - 10 days ago 22 Nov 20, 11:18pm -
    • CRMKonvo – Freshworks on Platform, CRM and useful AI
      Freshworks has is now officially a fresh (sorry, I really couldn’t resist this pun) member of the club of platform players. The company introduced its own flavour of CRM and a platform that they build upon. What is next? Lot’s of ground to cover.…
      - 12 days ago 20 Nov 20, 6:35pm -
    • CRMKonvos – Someone who went out excitedly to find Customer Experience
      In this episode we welcomed Lars Brodersen, author, publisher, and long time CRM expert. Lars is the author of the customer manifesto, which he wrote as a reaction to a series of pretty unsettling customer experiences, starting from soured milk in hi…
      - 18 days ago 14 Nov 20, 5:12pm -
    • Freshworks officially cool now in the club of platform vendors
      A few days ago, together with a group of fellow analysts, I was invited to attend the 2020 Freshworks analyst days that covered a lot of ground from corporate vision through strategy and of course, some announcements for the Freshworks Refresh 2020 G…
      - 23 days ago 9 Nov 20, 7:12pm -
    • CRMKonvos – Raj Balasundaram on AI in Marketing and more
      It was a Tuesday again. This time Ralf Korb and I greeted Raj Balasundaram, Senior Vice President of AI at Emarsys as our guest – and had a second one, but more on this special appearance below. Of course we were interested in both sides, Emars…
      - 27 days ago 5 Nov 20, 10:04pm -
    • CRMKonvos – Latin American expert insights: How different is this market?
      Ralf Korb and I had a special guest in Jesus Hoyos, long time CRM practitioner and analyst who works from Mexico and Florida. Jesus concentrates on the Latin American and North American markets. Apart from being a genuinely great person, he had a l…
      - 31 days ago 1 Nov 20, 6:11pm -

    CRM Switch

      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 f…
        - 24 Oct 18, 10:13pm -
      • 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…
        - 23 Oct 18, 3:12pm -
      • 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 bi…
        - 26 Aug 18, 2:49pm -
      • 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…
        - 16 Aug 18, 9:32pm -
      • 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 discus…
        - 26 Jul 18, 4:22pm -

      The CRM Consultant

      • The benefits of sales collateral management in your CRM system
        In last week’s piece on sales enquiry management, I briefly touched on the merits of managing sales collateral within the CRM system, and this week I wanted to explore that topic in a little more depth. In most CRM systems there’s the capability…
        - 6 Jun 20, 12:34pm -
      • The extraordinary benefits of better sales enquiry management
        As we come out of pandemic lockdown and face a likely highly adverse economic environment, one area that businesses might want to look carefully at is the optimisation of lead conversion. This might sound a little dull, but let me give a worked examp…
        - 30 May 20, 3:22pm -
      • Not all CRM benefits are equal
        In the last post I talked about what constitutes the 360 degree customer view and the benefits of it. In essence, the consolidation of customer data within a CRM platform either by replacing existing systems, or by integrating with them, overcomes th…
        - 16 May 20, 10:58am -
      • Benefit focus series – more on the 360 degree customer view
        Following on from last week’s post I mentioned the 360 degree customer view, and it’s a concept I wanted to explore I a bit more detail in this post. As means of illustration I will use a worked hypothetical example of a company that manufactures…
        - 9 May 20, 2:10pm -
      • Benefit Focus Series – Crystallising the 360 degree customer view
        In this post I want to build  on what I touched on last week, and use a brief case history to illustrate a couple of the benefits of integration to other internal systems such as finance or ERP applications. In this example the client is an office e…
        - 2 May 20, 1:42pm -
      • Benefit Focus Series – Augmenting Segmentation Data
        In the last post, I used a case history to try to illustrate a number of things: Highly targeted, relevant, communications can be a very effective way of generating business While this might be fairly obvious, few businesses are doing it well General…
        - 26 Apr 20, 2:33pm -
      • Benefit Focus Series – Targeted Communications
        This piece is the first of a series of posts, where I explore some of the potential benefits of CRM technology. The aim is to look at one aspect in each post. I suspect none of what I’m going to be covering is especially cutting edge, but these are…
        - 18 Apr 20, 2:51pm -
      • Seven things to consider before you sign a CRM contract
        Seven things to consider before you sign a CRM contract The following article sets out my thoughts on the things that you need to consider when you’ve reached the point of contracting with a CRM implementer. So, at this stage you know what CRM tech…
        - 3 Dec 18, 9:44am -
      • How to speed up a CRM project – part 2
        How to speed up a CRM project – part 2 In the first part of ‘How to speed up a CRM project’ I set out a range of things you can do to speed up the implementation of a system. But, as I pointed out at the end of the Continue Reading
        - 9 Sep 18, 2:34pm -
      • CRM User Adoption Services…
        CRM User Adoption Services If you asked anyone that’s had even passing exposure to CRM technology what the greatest challenge is when implementing CRM systems, then I strongly suspect the answer would be getting people to use it. This is an issue t…
        - 2 Sep 18, 1:41pm -

      ZDNet - CRM

      Beagle Research

      • 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 co…
        - 11 Apr 19, 2:34pm -
      • 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 mar…
        - 2 Apr 19, 2:28pm -
      • 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 C…
        - 2 Apr 19, 2:25pm -
      • 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. CR…
        - 2 Apr 19, 2:01pm -
      • 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…
        - 2 Apr 19, 1:55pm -
      • Salesforce birthday notes
        February 26, 2019Salesforce 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 commu…
        - 2 Apr 19, 1:50pm -
      • 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…
        - 1 Apr 19, 3:35pm -
      • The economics of a Green New Deal
        A Green New Deal has a lot of moving parts that have to work together. The solution looks more like solving a Rubik’s Cube than playing whack-a-mole. Are we up for this?I follow economic cycles. I don’t know how it started but I’ve always been…
        - 19 Feb 19, 3:50pm -
      • The state of the selling art
        What’s the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company’s position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who ca…
        - 19 Feb 19, 3:31pm -
      • Teetering social empire
        Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can also spawn other niches. Social networking provides a vivid example.First, there w…
        - 19 Feb 19, 3:24pm -

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