For your sales reps, their Customer Relationship Management (CRM) platform is the go-to location for the information they need to move deals through the pipeline to close. It puts all…
In a 2013 survey, the APQC found that while a great deal of effort is being put into expertise finding within organizations, the results could be more effective. The study…
Part II: CRM in 2013 We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree…
Part I: Looking Back at 2012 It’s nice to have good friends in high places, especially friends who spend their time talking to smart people from great businesses about their…
Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient…
I had the pleasure of attending a Forbes CMO Network event last month that highlighted the challenges and opportunities associated with a social business strategy. The presentation by Charlene Li…
Have you ever played a game of Twister? The gyrations support agents need to go through to keep that 20% of customers who have really challenging issues to solve, happy,…
What powers a sale? If we look at recent best-seller sales books such as The Challenger Sale, power equals relevance to the prospect or customer, and an ability to challenge…
If you could design a 360° customer view, what would it include? Has a CRM vendor asked this question of you? Or, does your provider decide what works best in…
Last month we were honored to receive the CODiE Award for Best Relationship Management Solution by the Software & Information Industry Association (SIIA). DreamSimplicity, a virtual community for business applications…
