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.
Read the rest of entry »
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?
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.
How do you ask the right questions when a user asks for a new Dynamics 365 field? And how do you translate that request into the best design? Let's take a look!
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.
Sometimes saying "yes" to make your CRM users happy can create unnecessary complexity that chips away at the user experience and, ultimately, hurts adoptin. In this article we'll look at some helpful questions to ask before adding a new field to CRM.
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.