Blog entries related to customer experience management (CXM) and customer relationship management (CRM)
Big data makes it possible to serve more people than ever before. New privacy laws and regulations are regularly being passed to protect us from potential abuses. How can organizations balance the benefits of big data with the need for privacy?
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Getting people to adopt new processes is almost always a challenge in business. Why is that? Maybe it's because we so often forget the role people play in defining and re-defining processes. In this article we look at why processes should be people-first.
“I’m not sure our CRM project has anything to do with customers at all. But, if it does, it is something we are doing to our customers, not for our customers.”
That’s what a new client told us in a workshop we delivered to their leadership team. It’s ironic that the most often overlooked stakeholder in CRM projects is the customer!
Read on for one simple starting point for putting the "Customer" back into CRM.
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?
Digital Transformation. It's a long journey. And, for many companies, the journey doesn't end well. Here's a simple exercise to help you make your digital journey more engaging ,and better adopted, for the entire team.
Today’s customers want more control over their destinies. And successful companies are giving it to them. As a result, the old paradigm of CRM is rapidly giving way to customer engagement management (CEM). In this article we look at practical steps for making the transition.
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.
Digital transformation is like the timeless question: what came first, the chicken or the egg?
As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.
So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.
Wondering how much impact your digital workplace project will have? Will it truly be a transformation of what you do, or just an adaptation of what you’re already doing? Those two words sound similar, but they lead to entirely different destinations. Bear with me while I draw a couple of analogies to make my point.
Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies. But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.
Most goals are doomed to fail. Here’s why - and how you transform struggles into successes.
Large businesses pump billions of dollars into technology to become more customer and employee centric. But smaller businesses are using these same technologies to run circles around their larger competitors.
Here's how they're doing it, and some lessons that businesses of all sizes can learn:
We get that question a lot.
"Hey C5, it's great that we can track emails in our CRM solution with just the click of a button instead of the old copy/paste method that our legacy CRM software required. But I get a ton of email. Which emails should I track in CRM?"
It's a simple question that isn't as easy to answer as you may think. Most people think, "if in doubt ... track it."
PLEASE. DO. NOT. DO. THAT.
Read on for some simple rules and examples to help you decide which emails you should and (perhaps more importantly) should not, track.
This 3 minute video demo shows how customer care teams can use the power of business intelligence to constantly improve the customer experience. The demo uses Microsoft's solutions for business intelligence (Power BI) and customer relationship management (Dynamics CRM).
What would it look like to watch a sports game with no score? No one would watch! But that's exactly how most businesses are run today. This series of infographics takes a look at how the best organizations share the score with their employees in order to create the best customer experience.
Is all the talk about better customer experiences and employee engagement just hype, or is there an ROI for these investments?
Follow these 3 steps to create your first sales process - or to simplify an over-engineered sales process.
I'm always surprised at how few sales teams have adopted a sales process yet; and I'm even more surprised at the number of myths that still exist about sales processes. So, in the interest of helping everyone to take a few steps forward with their sales process, let's dispel a few of the more common myths now.
Data – and the ability to capture it, analyze it, and take action based on it – may be the single biggest differentiator between the highest performing companies and everyone else. In this article we take a look at how the leaders are succeeding at creating action from data.
Want to boost company profits by 30%? Then maybe it is time to consider a sales process (re)design project ... or maybe not! This article outlines the 5 benefits and 5 risks of sales process.
We all have a few scatterbrained friends. But when it comes to business, almost every organization is too scatterbrained. These 6 surprising statistics will give you some insight into the problems organizations have with listening across channels.
Successful digital transformation projects result in better employee engagement and customer experiences. But most attempts meet with failure.
This infographic is an overview of the potential – and perils – of digital workplace transformation.
Digital tools are transforming our workplaces and marketing. Keeping up with the new rules of the digital world can feel overwhelming. But the underlying rules for relationship success are timeless and apply to the digital world too.
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.