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CRM Links

CRM software van Archie

  • Klant centraal bij Economische Zaken gemeenten
    Hoe zet je als afdeling Economische Zaken van gemeenten CRM in bij contacten met ondernemers.The post Klant centraal bij Economische Zaken gemeenten appeared first on Archie CRM.
    - 23 days ago 11 Feb 21, 1:01pm -
  • Hoe verhoog je de omzet met klantpiramides?
    Zet klantenpiramides in om je klantwaarde te optimaliserenThe post Hoe verhoog je de omzet met klantpiramides? appeared first on Archie CRM.
    - 44 days ago 21 Jan 21, 12:51pm -
  • Geef vorm aan customer intimacy
    Interne communicatie is onderdeel van customer intimacy. Met het gebruik van CRM creëer je structuur en geef je medewerkers autonomie.The post Geef vorm aan customer intimacy appeared first on Archie CRM.
    - 54 days ago 11 Jan 21, 11:00am -
  • Integratie CRM en e-mailmarketing: maximaal resultaat
    De juiste combinatie van CRM en e-mailmarketing software biedt organisaties de beste oplossingen.The post Integratie CRM en e-mailmarketing: maximaal resultaat appeared first on Archie CRM.
    - 79 days ago 17 Dec 20, 1:15pm -
  • Online samenwerken in sales
    Online sales- en accountmanagement hoeft voor organisaties geen belemmering te zijn. Sterker, met een goed CRM systeem is het juist krachtig.The post Online samenwerken in sales appeared first on Archie CRM.
    - 93 days ago 3 Dec 20, 11:04am -
  • 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.
    - 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.
    - 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 -

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…
    - 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…
    - 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 -

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

  • 10 B2B Customer Experience Myths & How to Improve Your CX Maturity
    B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitaliza…
    - 30 days ago 4 Feb 21, 4:51am -
  • 21 Tips for 2021 Customer Experience Excellence
    https://clearaction.com/21-tips-for-2021-customer-experience-excellence/Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevole…
    - 55 days ago 9 Jan 21, 9:02pm -
  • 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…
    - 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 -

CRM Buyer

  • Get Your CRM Ready for Some Good News
    There is budding optimism about the future. COVID-19 cases and deaths are in decline, financial indicators are decent and trending up, and forecasters are predicting a booming economy. This involves a lot of buying and selling at both the business-to…
    - 5 days ago 1 Mar 21, 1:00pm -
  • New Customer Experience Needs and Commerce Trends for 2021
    Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demons…
    - 10 days ago 24 Feb 21, 1:08pm -
  • Normalized
    Salesforce has made it official, coming back to the office will be a fluid thing -- and why not? The company has arguably done more in the last year to build systems such as Salesforce Anywhere and Work.com that enable workers -- at least a kind of k…
    - 14 days ago 19 Feb 21, 7:18pm -
  • Oracle's Reinvention
    Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at…
    - 18 days ago 16 Feb 21, 2:00pm -
  • CRM's Pandemic Performance
    If you step back and look at what the tech sector has demonstrated to us through COVID, you can feel impressed. Early in the crisis vendors like Salesforce and Zoho began offering their products for free, or at low cost, to companies and end users su…
    - 33 days ago 1 Feb 21, 1:00pm -
  • How to Deploy an Effective Mobile CX Strategy for E-Commerce
    As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer…
    - 37 days ago 28 Jan 21, 2:00pm -
  • Misunderstood Loyalty
    Both marketing and loyalty had delayed starts in the CRM world, and both exhibited traits of confusion among those charged with their rollouts; strongly evidenced by a lack of specificity in the early applications that carried their badges. Loyalty i…
    - 43 days ago 22 Jan 21, 12:30pm -
  • Conversational Platform Trends for 2021
    Live chat and conversational platform technologies have made significant advancements in recent years. Thanks to AI and machine learning, these implementations have gone beyond just being a customer support tool, to a crucial component of an e-commer…
    - 46 days ago 19 Jan 21, 1:00pm -
  • Oracle Launches Version 21c
    Oracle learned a lot from its customers and plowed its findings back into its core product just as others were getting restless and seeking alternatives. Oracle is now calling its product a "converged database" to help with differentiation by highlig…
    - 51 days ago 14 Jan 21, 1:00pm -
  • Revving Up for CRM in 2021
    This might be a big year for CRM. I say might because I am not clairvoyant, and humility is on the resolutions list. CRM has gone through five 5-year cycles during the past few decades. That trend feels as old as SaaS at this point, and I think we're…
    - 54 days ago 11 Jan 21, 1:00pm -
  • Who Values Value Pricing?
    The idea that CRM products should be priced according to the utility they deliver sounds good, but it raises a lot of questions too. With value pricing, you might expect the cost of CRM to rise and fall as a business gets more or less use and value f…
    - 61 days ago 4 Jan 21, 1:00pm -
  • Dreamforce and Beyond
    Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver r…
    - 80 days ago 16 Dec 20, 1:00pm -
  • Where to in 2021?
    The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, whe…
    - 86 days ago 10 Dec 20, 1:00pm -
  • 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…
    - 95 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…
    - 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…
    - 11 Nov 20, 2:00pm -

B2B Lead BLog

Kerry Bodine

  • Congratulations To The 2020 Service Design Award Finalists!
    If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.) T…
    - 8 days ago 25 Feb 21, 10:44pm -
  • Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
    I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degr…
    - 27 days ago 7 Feb 21, 1:17am -
  • One Thing All B2B Companies Can Do To Improve The Customer Experience
    This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is…
    - 34 days ago 30 Jan 21, 10:06pm -
  • FREE eBook: The 2021 CX Outlook
    Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil t…
    - 37 days ago 27 Jan 21, 3:59pm -
  • A Belated Thank You To Tony Hsieh
    Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertis…
    - 41 days ago 23 Jan 21, 8:54pm -
  • Love Your Employees As Much As You Love Your Customers
    While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.…
    - 46 days ago 18 Jan 21, 8:35pm -
  • Webinar: Strategies to Navigate CX Demands for the Contact Center
    In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of f…
    - 50 days ago 14 Jan 21, 3:39pm -
  • Attention Marketers: Introducing Our New 3-Part Virtual Journey Mapping Bootcamp
    I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root c…
    - 55 days ago 9 Jan 21, 8:45pm -
  • Top 10 Customer Experience Posts of 2020
    It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is…
    - 65 days ago 30 Dec 20, 8:31pm -
  • 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…
    - 95 days ago 30 Nov 20, 4:09pm -

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

  • Outlaw Spirit – Lessons from The Zoho Analyst Day 2021
    The 2021 Zoho analyst day certainly was different. Different not only because it was not an offline but an online event but in the way it was prepared and conducted. Apparently, the team around Sandra Lo has taken up quite some lessons that other eve…
    - 3 days ago 3 Mar 21, 12:41am -
  • We all want to be recognized
    Abraham Lincoln reportedly said “Don’t worry when you are not recognized, but strive to be worthy of recognition.” I am wondering how this applies to the companies we interact with. I would worry if I was not recognizing my customers, and I wor…
    - 4 days ago 1 Mar 21, 9:52pm -
  • The New Cost-Effectiveness Argument
    You don’t buy size 12 shoes for size 9 feet. You don’t get a Bugatti Chiron for grocery store runs. You don’t swat flies with field artillery. And you don’t buy more contact center technology than your business can reasonably grow into. The c…
    - 7 days ago 26 Feb 21, 11:03pm -
  • How to enable Sales Operations
    This CRMKonvo was supposed to be with Thomas Verly, a highly experienced Sales- and IT leader. We wanted to learn from his experience how to enable sales operations. What is important, what to measure? Do you really need a CPQ system? Unluckily he co…
    - 12 days ago 22 Feb 21, 12:25am -
  • CRM, CX and the future of privacy
    The CRMKonvos gang hat an intensive conversation in the intersection of CRM, CX, customer experience and privacy, which by default makes for a highly interesting one, because of all the conflicting goals that are involved. Our guest was Michael Hoos.…
    - 18 days ago 15 Feb 21, 9:24pm -
  • How to leverage The Power of Ecosystems
    Ecosystems are a big topic. What makes an ecosystem successful? What hurts? Are there any key elements to ecosystems to make them succeed? Does it differ from communities? Can a vendor survive without one? Or even better: Can customers succeed withou…
    - 26 days ago 7 Feb 21, 9:40pm -
  • Why you don’t want a 360-degree on the customer
    Everyone (and their dog) tells you that you need a 360-degree view on your customer, right? According to Techtarget, the “360-degree customer view is the idea, sometimes considered unattainable, that companies can get a complete view of customers b…
    - 30 days ago 3 Feb 21, 9:46pm -
  • How to make Salesforce AppExchange meet its potential
    For a few months now I have the pleasure of frequently interacting with Richard Rosen of Fastcall, a company that exclusively focuses on extending Salesforce with CTI software. Rich is a firm advocate of focusing on one ecosystem and to not serving m…
    - 32 days ago 1 Feb 21, 11:52pm -
  • Customer Service – its Future and the role of Emotions
    Customer Service is changing fast, but is it all for the better? Which changes did the pandemic drive? Does messaging have a value, and if so which? How about the role of agents? What changed for them? Will they see an improvement in their jobs? The…
    - 35 days ago 29 Jan 21, 10:54pm -
  • How to choose the right solution – a Salesforce example
    In my recent article on how to improve collaboration with Fastcall CTI I summarized a number of requirements that need to be fulfilled by a solution. A good vendor needs to fulfil at least this set of requirements. ·  First and foremost: The softwa…
    - 36 days ago 28 Jan 21, 8:06pm -

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 -


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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