By Chris Bucholtz Yesterday, Nucleus Research issued a paper (read it for yourself here) that made a fairly encouraging claim: for every dollar spent on CRM, companies were seeing a return of $5.60 in benefits. That’s a very interesting number, although it’s a number in an area of research that can be very hard to … Continue reading »
Posted in November 2011 …
Switching Gears: Transforming Transmission Repair by Building Processes Around the Customer Experience
By Chris Bucholtz The auto repair industry can’t boast a history of great customer relationships. Part of it is customer-based – no one’s really in a great mood when their car breaks, and it’s hard to deliver a great customer experience when the customer’s in the midst of a bad experience. But a lot of … Continue reading »
The data helps the relationship, but the relationship drives the sale
By Chris Bucholtz A few years ago, I did a webinar with some respected thought leaders in the area of sales about the impact data was having on selling. No one was willing to use the term “data-driven selling” – that was too much for sales people’s sensibilities. But the guests were willing and able … Continue reading »
What Sugar 6.3 teaches us about customer co-creation
By Chris Bucholtz Social media and social CRM are the kinds of things that offer multiple points of value. People who have their throwback CRM hats screwed on too tightly tend to see the formula as data+SCRM=sales dollars as the only metric, which isn’t exactly right. There are other benefits to engaging in SCRM – … Continue reading »
