Comments for CRMOutsiders http://crmoutsiders.com CRM Outsiders Wed, 24 Apr 2013 02:58:23 +0000 hourly 1 http://wordpress.com/ Comment on Whether the discussion is B2B, B2C or B2Any, personalizing the conversation is key by Andrew Harry http://crmoutsiders.com/2013/02/26/whether-the-discussion-is-b2b-b2c-or-b2any-personalizing-the-conversation-is-key/#comment-12305 Wed, 24 Apr 2013 02:58:23 +0000 http://crmoutsiders.com/?p=2680#comment-12305 I like Zuora’s service – they are on our short list of payment gateways which we are considering to simplify our subscription system saleslifecycle.com. We are currently using paypal and are really frustrated by it’s inflexible subscription model.

The other subscription service we are considering is braintree. These guys recently launched in Australia as well which makes them a great match. It is great seeing innovation in this space!

]]> Comment on “Customer self-service” really means more effort and thought about your customers up front by Andrew Harry http://crmoutsiders.com/2013/02/28/customer-self-service-really-means-more-effort-and-thought-about-your-customers-up-front/#comment-11079 Tue, 19 Mar 2013 22:40:22 +0000 http://crmoutsiders.com/?p=2684#comment-11079 It is great if you can see the full list of questions and answers. I have had some bad experiences trying to guess the right search terms in order to pull the right information out. And this can be an issue with self help where there is a lot of jargon. The answer might be there – but can you guess the magic words!

@Scott – I love the idea of a virtual assistant. – oh – in fact you sell this as a service?

Well here is my shameless plug http://www.saleslifecycle.com

]]> Comment on Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why by mschneidersugar http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/#comment-10963 Mon, 18 Mar 2013 21:21:22 +0000 http://crmoutsiders.com/?p=2699#comment-10963 Stafford – I don’t think so. Remember, open source rarely means “free” when in the context of an enterprise IT deployment. And, even if there is no payment to a specific vendor – services-providers, and other parties are involved (and thus paid) to deploy a large-scale CRM deployment.

The value of open source is not simply costs, but the way that it allows IT to keep budget the same – while earmarking the costs savings from over-priced proprietary tools towards strategic endeavors, not tactical costs.

As always, thanks for reading and for the great comment/question!

-Martin

]]> Comment on Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why by Stafford McKay http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/#comment-10940 Mon, 18 Mar 2013 17:58:51 +0000 http://crmoutsiders.com/?p=2699#comment-10940 As Open Source becomes a bigger player in the Enterprise CRM arena, won’t spend be decreased?

]]> Comment on The Top 20 CRM Blogs of 2012 by William http://crmoutsiders.com/2013/01/10/the-top-20-crm-blogs-of-2012/#comment-10244 Tue, 12 Mar 2013 20:38:56 +0000 http://crmoutsiders.com/?p=2653#comment-10244 Quality post. If only all bloggers put as much effort into their content!

]]> Comment on I’m Back at Where it all Began by johncarini http://crmoutsiders.com/2013/03/05/im-back-to-where-it-all-began/#comment-10113 Tue, 12 Mar 2013 02:11:01 +0000 http://crmoutsiders.com/?p=2693#comment-10113 Great that you are back Martin! Good luck!

]]> Comment on Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why by Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why | CLOUD SOLUTIONS By TI Américas http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/#comment-9776 Sun, 10 Mar 2013 05:46:39 +0000 http://crmoutsiders.com/?p=2699#comment-9776 [...] http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/ [...]

]]> Comment on Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why by Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why | CLOUD SOLUTIONS By TI Américas http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/#comment-9775 Sun, 10 Mar 2013 05:46:39 +0000 http://crmoutsiders.com/?p=2699#comment-9775 [...] http://crmoutsiders.com/2013/03/08/gartner-crm-will-drive-it-spending-in-13-and-beyond-heres-why/ [...]

]]> Comment on “Customer self-service” really means more effort and thought about your customers up front by Scott Banducci http://crmoutsiders.com/2013/02/28/customer-self-service-really-means-more-effort-and-thought-about-your-customers-up-front/#comment-9336 Wed, 06 Mar 2013 16:15:17 +0000 http://crmoutsiders.com/?p=2684#comment-9336 I think you need to take it a step further though. I don’t think it’s enough these days to simply know what the common issues are and have answers to questions stored somewhere in an FAQ or “How do I…?” section of the website. I’m sure we’ve all been on a website (banking, eRetail, maybe even your utility website) where you just needed to know one piece of information or how to complete one specific task and couldn’t find the answer (so you probably called the contact center).

Sorting through FAQs, using a site search or navigating the site to find an answer takes too long or is too cumbersome for modern consumers. Fast and easy. That’s what everyone wants. I think this is where new Virtual Agent technology (think Siri for websites) represents the logical next step in online help. Allow the customer to just type in a question to get an answer rather than force them to work to find it.

Curious about what others think. Are “how to” sections or FAQs still adequate?

]]> Comment on The Secret Lesson Hiding in Nucleus Research’s ROI Study by CRM Returns $5.60 For Every Dollar Spent | Cloud Sherpas Blog http://crmoutsiders.com/2011/11/29/the-secret-lesson-hiding-in-nucleus-researchs-roi-study/#comment-9057 Mon, 04 Mar 2013 15:11:45 +0000 http://www.crmoutsiders.com/?p=2218#comment-9057 [...] invest in CRM? For starters, because you’ll see an average return of $5.60 for every $1 [...]

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