When you know your customer (KYC), good things happen. – Example, Client A increased user adoption to 70% of total call volume. ROI increase 25% in one quarter. When you know your customer, you can spot trouble a mile away. – Example, Client B re-organized and has a new executive…
Category: CRM
Gist as a small business CRM tool
I have blogged a bunch on Gist over the last year. The Seattle startup has some nice traction going for it. It seemed pretty clear to me from the beginning that Gist would be a great CRM and/or Sales Enablement tool for the small to mid-size market. Check this nice…
Keep it simple
One of my rules is to always consider the front office and the back office needs and desires of any CRM project. I recently came across a service process that generate a large volume of automated tickets. The process was over-engineered. Nearly all of these automated tickets were not true…
Process Changes and the Sales Pipeline
In my experience, pipeline/forecast is one area of a CRM system that changes frequently. Fortunately, these changes require less coding changes through Windows Workflow Foundation (Dynamics CRM) and Workflow Automation (Salesforce). I have seen this both from the consulting side and as a user. Not going to comment on whether…
5 Questions
All consultants like to ask questions. Sometimes too many questions. Here are 5 that I keep on hand for initial client engagements. What do your expectations of a service provider? How do you see out team helping you address challenges and opportunities? Why are you changing providers? How do we…
Everyone’s headed to Dreamforce…
This year, I know a ton of people headed to Dreamforce. Sadly, I will not be among them due to scheduling. If you are going let me know and your interests and can match you with some of the people I know.
CRM implementation priorities
The first priority of a CRM deployment should be to learn about existing customer data within the enterprise. It is obvious, but often overlooked. I often make it the top priority when scoping CRM services. Is all that customer data in all of the right hands? 99% of the time…
Office on the cheap with Gist
Nice article on Gist and the impact of Office 2010. If you have not tried Gist, check it out. WSJ: Updating Office on the Cheap For more of my thoughts on Gist, check my earlier posts. 12Sided on Gist
Know your customer…
A “Know your customer” re-post. Have a great weekend. “Know your customer” is the mantra. When you know the customer, good things happen. – Example, Client A increased user adoption to 70% of total call volume. ROI increase 25% in one quarter. When you know your customer, you can spot…
The business-to-business of Gist
Nice review of Gist on ZDNet: The business-to-business of Gist I have been a beta user of Gist for awhile and have been pleased at the improvements that they have been able to make to a very cool product. I see Gist as a great Sales CRM play in the…