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How Change Really Happens in a CRM Software Implementation |
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Successful change management is a prerequisite to successful CRM software adoption and business transformation. Fortunately, resistance to change follows a known process. Here's how change management obstacles unfold during a CRM software implementation and what you can do to proactively counter these obstacles. |
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A 10 Step Change Management Framework That Works |
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CRM software implementations move staff away from the status quo and outside their comfort zone. If resistance to change goes unaddressed, the hidden agendas and failure to embrace the needed change will challenge the project, and likely result in time and cost overruns. Here is a 10 step change management framework to reduce risk and improve your CRM implementation. |
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The Future of CRM Software |
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The next generation of CRM software is needed for two reasons. First, businesses need new strategies and supporting technologies to respond to more empowered customers. Second, CRM software is a 23 year old customer data management technology that lies somewhere between mature and commoditized. It's time for a technology refresh. Here's what's needed for the future of CRM software. |
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How Design Thinking Improves Customer Strategies and Customer-Centric Business Models |
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Business leaders are using design thinking to implement customer strategies such as customer experience management and even wholesale company transitions from product-centric to customer-centric business models. This article explains why design thinking is highly synergistic with CRM and shares design thinking frameworks from Stanford d. school and IBM. |
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Why Financial Services Strategies are in Desperate Need of Change |
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The rise and adoption of consumer technologies has created a sea shift change in consumer behaviors. Consumers are more demanding and they are also switching their financial services providers at an increased rate. To effectively compete, financial services organizations need to shift their business strategies toward the factors most important to consumers. |
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Best Practices to Rally CRM User Adoption |
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User adoption is a perennial challenge with CRM software deployments. Slow or low user adoption is a top cited contributing factor to CRM deployments that fail to achieve their objectives, or just fail outright. Here are the top CRM best practices designed to counter CRM user adoption challenges and get more payback on your technology investment. |
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How to Design CRM for the User Experience |
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Successful CRM user experiences increase CRM application utilization which leads to better data input, more process automation, enhanced information reporting and a much bigger payback on your CRM software investment. But achieving CRM user experience objectives is hard. Here's a proven approach and some best practices to achieve the elusive CRM user experience benefits. |
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How To Succeed with a Voice of the Customer Program |
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Getting an accurate and complete Voice of the Customer (VoC) is a pre-requisite to designing any successful customer strategy. However, most organizations struggle with creating an automated VoC program that crosses departments and bridges data siloes. Here is a 10 step framework to implement a VoC program for improvements to customer loyalty, customer spend, customer share and retention. |
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The Strategic Importance of Measuring Customer Lifetime Value |
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Customer Lifetime Value (CLV) is a forward looking performance measure that identifies customer value and upside potential, and can be leveraged to increase customer share, customer retention, margin improvement and top line revenues. But few business leaders harness this metric. Here's how to calculate CLV and put this measure to strategic use. |
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Mobile CRM – Why it Fails, and How to Succeed |
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Despite a spectacular rise in smartphone and tablet adoption, mobile CRM remains sporadic and under-utilized for most businesses, and of the few mobile CRM adopters, most fail to achieve sustained user adoption and a positive ROI. Here I examine the disconnect between mobility and CRM, why so many mobile deployments don’t go well and how to achieve mobile CRM success. |
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Best Practices in Sales Pipeline Management
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Sales pipeline management and optimization are tasks that many sales managers have left unchanged for years—which is unfortunate as even small adjustments in pipeline management can yield substantive growth to top line revenues. Here’s some thoughts to revisit this critical business process and some best practices in sales pipeline design, operation and maintenance. |
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Retail CRM (Finally) Comes of Age |
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For the first time since the term "CRM" emerged in 1992, retailers are adopting CRM, or more specifically Retail CRM as the underlying platform to enable retail strategies such as omni-channel communications, customer experience management, social media engagement, loyalty programs, retail marketing automation and mobility. Here's why they're doing it now, and advice in how to do it right. |
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The Business Mandate For Customer Experience (CX) Management |
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Customer Experience (CX) has become the go-to strategy to satisfy increasing customer demands, deliver consistent and rewarding service, retain customers and grow profitable customer relationships. The business strategy is well understood, but the execution is complex and many times elusive. Here we examine the business problem and share a proven framework to deploy a CX strategy. |
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The Business Case For An Integrated Revenue Cycle
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When companies move beyond just a sales cycle and get to a complete lead to customer revenue cycle, they more effectively advance those leads through the pipe, increase sales wins, grow customer acquisitions and earn more revenues. But getting there isn't easy. Here we share the business case, along with a proven framework, to achieve an integrated revenue cycle. |
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The Lessons and Insights for Social CRM Success |
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To tackle the frequent questions surrounding social CRM planning and adoption—such as how to get started, top benefits, performance metrics, critical success factors and factors contributing to failures—we went to the source. Paul is President of The 56 Group, blogger at PGreenblog and quite literally the guy who wrote the book on customer relationship management. |
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Key Considerations for Social CRM Strategies and Deployments |
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Social CRM Thought Leader Brent Leary provides practical advice for SMBs planning or implementing a social CRM strategy and program—including goals, benefits, challenges, fluid customer behaviors, critical success factors, common reasons for failed programs, and why SMBs are leading the charge in social CRM adoption and success. |
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Mobile CRM—Converging Trends, Best Practices & A Recommended Deployment Approach |
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William (Bill) Band, VP and Principal Analyst for Forrester Research, shares highlights and best practices from his recent mobile CRM research. He also discusses specific use cases and business processes empowered by mobility, describes a five step mobile deployment approach and identifies the pitfalls to mitigate when planning your mobile CRM project. |
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All Things Cloud—CRM and the Journey to the Cloud |
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Michael Fauscette, Director of IDC's Software Business Solutions Group, shares research data, statistics and insight that demonstrate the factors that most influence cloud adoption by market segment and business benefit—and how IaaS, PaaS and SaaS are evolving to deliver new decision and relationship value to historically transactional business systems. |
Microsoft CRM 2016 Release 
Tag Cloud
