Who says you can’t go home again? When I first started this blog back in 2007, I had no idea what it might become. Now, after six years, hundreds of posts, and a few “owners” later I am back working with a lot of the team I knew while initially launching CRM Outsiders. One of … Continue reading »
Tagged with CRM …
CRM “success” and “failure:” both are built on the user experience
Do you have a visual representation of your CRM system? I think companies have this early on, but that drawing gets put away as the work of implementation begins and is never seen again. That’s a pity, because a visual representation is a great way to see how your CRM is working, who it’s touching … Continue reading »
Is the need for gamification an admission of failure?
By Chris Bucholtz I was a gamification skeptic – but, as I wrote on CMS Wire earlier this year, I became a convert, at least for some things. Gamification can certainly help smooth transitions, establish good habits and provide training to people on the fly, even when those people may not wish to be trained. … Continue reading »
CRM’s Forgotten Features: Reminders
By Chris Bucholtz (Editor’s note: this is the fifth and final entry in our series on features in CRM that can expand your ROI – but which frequently go forgotten or ignored. Parts 1, 2 and 3 can be found here, here, here and here. Now, we say final – but if you think you have another feature that … Continue reading »
CRM’s Forgotten Features: Security
Since customer data is often cited as the most valuable asset businesses have, nailing down the security aspects of CRM comes almost as a reflex – if you have customer data, you make sure it’s secure. Right? Sadly, no – getting the security features of CRM set up properly often escapes the attention of many … Continue reading »
CRM’s Forgotten Features: Workflow
(Editor’s note: here’s the next chapter in our ongoing project to identify ways CRM users boost the ROI of their CRM investments by making greater and better use of features that often are ignored. This will manifest itself it a white paper, wrapped in a bit some insight, on how to avoid letting these features … Continue reading »
CRM’s Forgotten Features: Internal Reporting
(Editor’s note: this is the first chapter in an ongoing project to identify ways CRM users can see greater return on their CRM investments by making greater and better use of features that often are ignored. Instead of pretending I know all these features, I’ve reached out to some of the best consultants and CRM … Continue reading »
Are you seizing social to see yourself as customers see you?
By Chris Bucholtz At the CRM Evolution show last week in rainy New York City, the Tuesday morning “breakfast session” hosted by Paul Greenberg was a notable gathering. The names in the room went beyond the panelists; the audience was full of big-name analysts, executives and smarty-pantses. Had a meteor hit this room, the CRM … Continue reading »
First impressions: getting it right the first time with customers
By Chris Bucholtz I love the saying, “you never get a second chance to make a first impression,” and not just because I enjoy figures of speech that are expressions of the blindingly obvious. I also like the fact that this old saw is usually trotted out after someone’s made a horrible first impression, when … Continue reading »
Are your people the weak links in the CRM chain?
By Chris Bucholtz I never get tired of talking about CRM as a discipline, not a technology. Yes, yes, yes – the technology allows you to scale the discipline, but ultimately, the ideas, initiatives and actions that result from CRM and reach customers are not executed by technology – they’re executed by people. (Clint Oram, … Continue reading »
