Does this series of images look familiar? Do you frequently hear, "that's not what we asked for" or "it doesn't work the way we expected it to"? You're not alone! Research over the last decade demonstrates that between 30% and 60% of customer relationship management and enterprise collaboration initiatives fail. But why? Some would blame the technology, others might focus on the business process or lack thereof. But, let's stop for a moment and take a look at people.
Data is the fuel that powers decisions in almost every type of business. When it doesn't flow smoothly, the entire business suffers. In this article we look at what master data management (MDM) is, how poor MDM can create traffic jams, and the basics of keeping your data flowing smoothly.
Corporate culture. We know that great ones produce great products, great places to work, and great customer experiences. But what causes cultural problems, and what are some practical steps to take to turn the corner? In this article, we look at what business culture can learn from ... acupuncture!
When it comes to CRM and user adoption, there seems to be a false sense of "if we build it, they will come". Not. True. Sure, customer facing employees want and almost always need tools to make the job of serving the customer easier. However, there are so many reasons why CRM doesn't end up either meeting those needs or just causing more work on these already overtaxed resources. So where are we going wrong and how do we begin to turn it around?
When most organizations talk about "customer experience," they limit their thinking to the buying experience. In this article, we take a look at the broader customer journey, and the steps for transitioning your thinking from "sales process" to "customer experience" before, during, and after the buying decision is made.
Employee engagement – it’s just one of the latest buzz words floating around. But what does it really mean? I can tell you that it’s not just performance plans, timely feedback and evaluations. We need to stop being so focused on the employee’s productivity and start focusing on their experience in the workplace. If an employee is having a good experience, it stands to reason that this will allow them to be more productive and engaged. So how do we do that? Let’s take a look at five principles to get us there…
In Microsoft Dynamics CRM 2016 U1, Microsoft has included an optional new area called project service automation (or PSA). This 3 minute video provides a brief high-level overview.
How many times have you facilitated a meeting where you shared all of the information that needed to be covered, only to have people messaging, emailing or calling with questions about the content an hour, a day or a week later? Frustrating right? So how do you achieve the goals of your next meeting, in a meaningful way, that will stick with your audience? Let's examine 6 quick tips.
Tired of the same old meetings? If no agenda, barely engaged attendees who are spending more time multi-tasking than paying attention, no decisions made, and no take-a-ways reviewed other than the date and time of the next meeting sound all too familiar, we might have some good news for you. Meetings can actually be productive, dare we say exciting and meaningful, read on to learn how, using the tried and true LUCK Principle™ paired with dynamic LUCKSTORMING™ sessions.
Chances are, if a company has invested in a collaboration or relationship management solution without an experienced solution partner offering ongoing coaching, support and training, its internal IT support staff is feeling the sentiments of one or more of the following: “I have 7 other jobs”, “Management thinks it’s just another application, like Outlook”, “I’d rather do anything than try to learn this”, “I don’t spend enough time on this to ever be very good at it”. Have you said, or heard, any of these statements? Then read on.
In part two of this successful roadmap engagement series, we'll look at Risk and Obstacle Evaluation, Business Case and ROI, Culture Change, Training, Adoption, and Future Planning.
The idea of engaging in a road mapping exercise has gained in popularity in recent years due to the ever changing technology landscape and the pace at which new business process evolves. Contrary to popular belief, a roadmap is not just a pretty Visio! It is not one size fits all, so don’t let the expectations or results of others dictate the expectations for your engagement. This blog series will explore some of the most critical aspects of a road mapping project.t.
User stories are the most important aspect of delivering a successful agile project that meets (or even exceeds) the expectations of the client. The story can serve as the vehicle for determining scope, sprint planning, requirements gathering, specification documentation, as well as test script creation and training documentation. So great care must be taken to elicit, document, and gain consensus on and approval of the client’s needs before executing.
A successful loyalty program not only allows companies to reward their customers but also enriches the business with valuable customer data and feedback. In this entry, we will review the three important program components: operations, platform selection, and vendor selection.
Finding the right mix of requirements for a customer to participate in a loyalty program versus the reward payout to help grow that existing customer base and bring on new customers is the “secret sauce” of loyalty. In a pair of blogs, we will discuss some of the benefits of a loyalty program, and five important areas of consideration when planning a launch - program structure, operations, platform selection, and vendor selection. In part one of two we will look at benefits and program structure.
In this entry, C5 Insight's Project Manager sheds some light on a most effective way of working together and easily managing team notes. If you're not using OneNote, consider this entry a great place to start! (And if you already are, check out these tips to ensure you're getting the most out of this handy tool.)
Are you a newbie when it comes to SharePoint? Are you lost in the lingo, or trying to make heads or tails of how to incorporate the tool into your day-to-day operations? If so, this blog is for you!
In order for a channel strategy to be successful, the investment does not end with implementation. It takes a lot of hard work and a little LUCK along the way.
Change requests always seem to start out top of mind as a positive concept when a project kicks off. However, mid-way through they always seem to be the proverbial elephant “afterthought” in the room. If this is a common issue for your project team, take a look at these five tips to help prevent this pitfall moving forward.
Just as no two clients are the same, no two projects are the same. Thus the characteristics of the solution, the team, the timeline and whether or not it is an initial implementation or an enhancement should be weighed before selecting a project management methodology.
This blog will explore the basic functions of: Six Sigma, Waterfall, and Agile approaches.
Many organizations believe that thorough training is the only step necessary to ensure user adoption. That assumption could not be more wrong. Effective user adoption begins at the planning stage of a project, and is threaded throughout the life cycle. And the adoption process continues well beyond the initial training sessions.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.