The CRM Quiz

Software systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking.

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.

INSIGHTS

Have We Forgotten How To Sell?

Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead.

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them.

One way retailers can minimize supply issues and strengthen supplier relationships is by automating accounts payable. AP provides a key interface with suppliers and is the lynchpin to getting those suppliers paid on time. Slow, tedious AP interactions will lead to difficulties with suppliers.

The simplest way to define the difference between customer success and what many companies call customer service is that customer success is about taking care of your customers by providing proactive guidance to help them achieve their desired business outcomes.

INSIGHTS

Spreadsheet Mishigas

Recently McKinsey & Company did a deep dive on supply-chain planning -- which you might think is a long way from CRM -- but you might be surprised. The shocking finding to me, and the connection with CRM, is the statistic that 73 percent of respondents said that spreadsheets are their primary supply...

INSIGHTS

The Sustainable Customer

The customer version of sustainability requires that we capture scads of data about customers -- and today that means in an ethical and non-snooping way so that we'll have something to feed the monster we call AI.

INSIGHTS

The Great Upgrade

Today, we all need to be on platform-based CRM, and we need to become ninjas at platform-based application development and deployment. This especially goes for the newest tools on the platforms which include an array of analytics, machine learning, and voice assistants.

When shopping for cable/satellite TV or streaming services, what are your top three determiners?
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