Customer relationship management

Setting the Direction for CRM

CRM

They say imitation is the most sincere form of flattery, in which case I should be pleased. Strangely it doesn’t feel like that. Maybe I don’t really believe my interpretation of what we’ve seen? Maybe I’m just pissed off at my ideas being stolen? Maybe I’m disappointed at my own failure to exploit our vision? [...]

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And Another Small Business Contact Manager

CRM

Is this good news for small businesses.  Probably yes, but not necessarily for the obvious reason. Just announced is Salesforce new Lightweight Contact Manager application designed for small businesses. I’m told there seems to be integration with Google applications, which might persuade lots of people this will be the killer app in the small business [...]

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But How Do I Use Front Office Box?

Front Office Box

“Our Getting Started tutorial suggests new users make a start with a simple ToDo list.  It only takes a couple of minutes and the user easily learns the main functions through this simple set up”. This question needs to get asked more often, because there are people who sign up for an account but never [...]

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Difference Between Back Office and Front Office Systems

Front Office Box

There’s a big difference between front and back office computing that becomes clearer to me every year.  Back office processes deal with what is known or knowable.  How much money did we make?  How many units did we ship?  What raw materials should we buy? And questions like them are largely quantifiable and even when [...]

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Is Their CRM Spying On You?

Uncategorized

The way businesses bring totally new, and totally useless technology products to market never ceases to amaze me, and especially when there’s a lot of marketing money behind it. I suppose they get away with it because there are some truly inept buyers out there. But they never last. It’s a bit of a joke [...]

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Sales Qualification – Why and How to Qualify Sales Opportunities

Sales Qualification

Sales Qualification – why do we need it and how do we qualify sales properly? Proper qualification not only tells us our chances of winning. It also tells us how to win. It helps us plan the ground we’ll compete on, and move the prospect in our direction. It helps us choose contingency plans for [...]

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CRM Systems Fail to Deliver – More Evidence

CRM

Yet more evidence there’s something intrinsically wrong with the concept and the implementation of CRM systems. Jim Bekowitz blogs on CRM and related topics at CRM Mastery Inc aka @jberkowitz, Jim posted on Twitter a link to this article “Never Again” More Than 40% of CRM /Sales Force Automation (SFA) Users Would Not Buy Their [...]

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The Importance of Process in any Business

Front Office Box

Yesterday we posted an article – The Front Office Process – From First Call to Referral This follows up that item with an explanation of the importance of “process” to any business, regardless of size or business activity. Many will have read Re-Engineering the Corporation – Hammer and Champy’s seminal work, originally published in the [...]

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The Front Office Process – First Call to Referral

Front Office Box

The Business Process should be a seamless progression of actions, from the first sales call to the customer reference to friends. Unfortunately its easier to talk about than implement, because our traditional view of organisation is based on the command and control models originally developed for the Roman army. Worse, our business software is designed [...]

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