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Blog entries related to customer experience management (CXM) and customer relationship management (CRM)
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🍀 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!
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. Transforming into a digital workplace is no small task. A partnership to support your transformation requires far more than technical acumen. There are many components in a digital workplace support partnership, but here are 9 of the most important (and often missing) that I've found.
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.
Customer Service is often an afterthought. And that’s a pity. Because once you’ve attracted all of those new customers by implementing the superpowers of your Sales and Marketing engines, how can you possibly expect to retain them without providing superior Customer Service?
In today's world, every business is at risk of being disrupted. What's your plan for disruption-proofing your company?
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?
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.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
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