customer experience management

The Easy CRM Conspiracy

CRM

Have you heard of the Easy CRM conspiracy? It must be true. I read it on the Internet. Everywhere we look it’s there – Easy CRM. It must be true. Of course it’s all bollocks. I mean the Easy bit is all bollocks. That’s why its a conspiracy. There’s somebody keeps posting on Twitter – [...]

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Another Nail in the CRM Coffin

CRM

Typical CRM software doesn’t work, for customer management or customer service. We’ve written extensively on how Business Process Reengineering and CRM projects have disenfranchised customers. At times its felt like yelling at the sea, but now there’s a new dimension to our thoughts about management best practice built into systems. Gartner agrees with us, or [...]

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Consultants CRM for Smart Professionals

Front Office Box

Consultants need smart, intelligent CRM software to match the way they work. Creating value for clients depends upon insight to understand problems, imagination to design solutions, and flexibility to implement them – no two jobs are the same. Creating value for themselves on the other hand depends upon organisation of resources and efficient operations. CRM [...]

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7 Measures of Sales Performance in Relationship Management

Sales Manager

A measure of relationship management is a crucial element of sales performance.  Once the customer relationship has been established, the sales guys job should be about driving more value from it.  This isn’t just the age old difference between hunters and farmers.  Sales reps charged with farming an account should also be hunting out new [...]

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Sales Pipeline Management Isn’t CRM

SPPM

Sales Pipeline Management isn’t the same as CRM even though most people put the two together. Actually they get confused by all the B/S they come across on the web. Unfortunately there are too many who know nothing about either publishing about both. So the world has this murky picture of contact management, sales force [...]

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Using Outlook for CRM

CRM

Can I Use Outlook for CRM? Lots of people do so the answer must be “yes”. Just like lots of people use stickies, or whiteboards, or spreadsheets for CRM. But changing the question might warrant a very different response. Can I use Outlook for joining my processes and information in a system which really helps [...]

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