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Blog entries related to customer experience management (CXM) and customer relationship management (CRM)
Dynamics 365 Customer Service is used to manage customer issues. Learn how to manage parent and child cases using D365 to improve your customer experience.
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Building a framework for user feedback helps foster a culture of collaboration when it comes to system evolution. Learn how to collect better user feedback.
How do we determine if we really need that new feature or function that we hear about so often? Here's how to strategically evaluate the next "big shiny object" you come across.
Do you want to streamline your sales process and close more deals? Learn the benefits of a configure price quote (CPQ) solution that empowers your sales reps to do more by removing bottlenecks.
Are you a sales manager looking for a step-by-step sales meeting agenda? Learn how to efficiently plan annual, quarterly, weekly, and monthly 1:1 meetings with your sales team.
In this blog, we'll explore why and how sales managers can use CRM to both run and inform sales meetings and present a plan you can follow for more efficient meetings.
What is the role of executives and managers when it comes to adopting digital engagement practices? Watch the free workshop on The Engaged Digital Leader and learn 5 practices to improve your digital leadership.
For some businesses and their customers, the transition to digital is quite a hardship. Maybe even downright impossible due to the nature of the work they provide. Learn how businesses are handling the digital transition and some examples of how it could work for yours!
What's your business strategy for dealing with coronavirus COVID-19 and the economic impact? C5 Insight is taking steps to protect our clients and communities, and to lead the way with creating more resilient digital workplaces.
What do wine and corkscrews have to do with creating more people-centric digital workplaces? Quite a bit as it turns out. This article looks at how some everyday things can teach us lessons about customer experiences and employee engagement.
The digital workplace is being transformed by AI more and more every year as it takes front and center stage at Microsoft's Future Decoded conference. Are you prepared for the future of work? Read how AI continues to evolve, impacting both industries and individuals
Join us for 4 CRM Leadership, Planning and Adoption Workshops over the course of 2 days.
Targeted to organizations struggling with customer relationship management or launching new CRM projects. Oct. 14-15, 2019 in Orlando FL. Use our discount code for 10% savings.
🍀 Happy St. Patrick's Day! 🍀
Learn why St. Patrick's Day is so important for customer and employee engagement!
Are you trying to find a problem to fix with SharePoint or Dynamics 365? Then you might be a hammer looking for a nail...
Lately I have had several occasions where deleting or importing a managed solution has removed groups and their subareas from the Microsoft Dynamics 365 Customer Experience (from here on out known as CRM) sitemap. The sitemap is the area at the top of CRM used for navigation. The two groups that seem to be affected are under Settings. The Process Center group, which contains the subarea Processes where workflows, business process flows, dialogs, task flows and actions live. The other group getting the smack down is Applications where the subarea My Apps typically hang out.
Struggling with CRM adoption? Maybe it's time to start acting like a 4 year old! Learn why...
The struggle is real: Over 60% of CRM projects encounter challenges to adoption or even outright failure. Apply this simple lesson when you (re)start a CRM project to ensure success.
Why track my activities in CRM? And why have goals around activity tracking? They're fair questions. Let's take a look at 12 reasons why activity planning and tracking in CRM can be critical for you and your company.
This week I got to witness first hand how a successful Sales Rep is using OneNote and Dynamics 365 to effectively capture notes during the sales process. Below are the insights that came from a follow-up interview with the Rep.
Complaints: Sometimes they’re valid. Sometimes they’re drama. And sometimes they’re toxic.
Companies with great cultures don't leave it to leaders to respond to complaints. Every employee plays an active role in identifying and responding to complaining co-workers. Here's how they do it.
Whether you're just starting a CRM or Customer Engagement project, or want to bring more focus to an existing project, these non-technical sessions are designed for sales/marketing/service leaders, project managers, and administrators.
Infographic: Omni-Channel customer engagement strategies are resulting in big data that's growing even bigger!
Looking for a partner to help you work through a customer or employee engagement digital transformation project? Supporting your transformation requires far more than technical skills. Here are 9 tips for selecting the right partner...
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.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
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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.