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    Archie CRM

  • What is CRM and what types of CRM are there?
    What is CRM? And what types of CRM are there? An overview of what Customer Relationship Management actually is about and what it offers you. The post What is CRM and what types of CRM are there? appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: March 7, 2022 - 2:11 pm
  • Account Based Marketing: a new interpretation of the AIDA
    Account Based Marketing (ABM) is a relatively new B2B marketing and sales technique that supports the buyer journey in a targeted way. The post Account Based Marketing: a new interpretation of the AIDA appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: October 13, 2021 - 6:40 am
  • Collecting customer data in 4 steps
    Collecting customer data and Account Based Marketing go hand in hand. In 4 steps it becomes clear how the process works. The post Collecting customer data in 4 steps appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: September 16, 2021 - 7:17 am
  • CRM for SME
    CRM is not only suitable for large companies but also for small businesses, CRM for SME, as it is about relationship management and customer focus. The post CRM for SME appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: April 29, 2021 - 1:28 pm
  • ERP is not CRM
    ERP (Enterprise Resource Planning) is a useful system, but it's not CRM. Companies do need a CRM system along side. The post ERP is not CRM appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: April 29, 2021 - 1:17 pm
  • Shape customer intimacy
    Internal communication is part of customer intimacy. With the use of CRM, you create structure and give employees autonomy. The post Shape customer intimacy appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: January 11, 2021 - 11:00 am
  • Collaborate online in sales
    Online sales and account management need not be an obstacle for organizations. In fact, with a good CRM system, it's powerful. The post Collaborate online in sales appeared first on Archie CRM.... Read more »
    Source: Archie CRM | Published: December 3, 2020 - 11:04 am
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    The CRM Consultant

  • VideoThe Benefits of CRM – Contact Management (The Video)
    First in a number of videos I will be doing around the benefits of CRM technology. Thought I would go back to CRM’s routes and talk about the benefits of contact management. ShareThis... Read more »
    Source: The CRM Consultant | Published: September 13, 2021 - 6:00 pm
  • VideoThe real reasons CRM projects fail
    Much has been written and said over the years about CRM project failures and their causes, but a lot of it has been by marketing folks and journalists rather than those on the front line. So in this video I wanted to set out what failure really looks like and... Read more »
    Source: The CRM Consultant | Published: September 2, 2021 - 6:29 am
  • VideoHow long does a CRM project take?
    I was conscious that in last week’s ‘layperson’s guide to a CRM project’ video, where I broke a project down into the different stages, that I didn’t really cover off associated timelines. Something I’ve addressed in the following video, in the context of a mid-sized CRM implementation: ShareThis... Read more »
    Source: The CRM Consultant | Published: August 23, 2021 - 10:32 am
  • VideoA Layperson’s guide to a CRM project
    In this video I wanted to set out the principle stages of a CRM project. It’s aimed at people new to managing a CRM project, and tries to identify some of the things to look out for as you progress. ShareThis... Read more »
    Source: The CRM Consultant | Published: August 16, 2021 - 5:21 pm
  • VideoHow to speed up a CRM project
    People are often surprised how long a CRM project can take. In this video I go through ten ways to speed up the delivery of a system. ShareThis... Read more »
    Source: The CRM Consultant | Published: August 11, 2021 - 6:20 am
  • VideoNine Ways To Reduce The Cost Of A CRM System
    As promised in last week’s post, which outlined the costs involved in running a CRM project, this video sets out ways to reduce them. ShareThis... Read more »
    Source: The CRM Consultant | Published: August 4, 2021 - 6:10 am
  • VideoHow much is a CRM system?
    In this video I walk through the different types of costs that are involved in a CRM project. These include software and implementation costs, project team time, the impact of go-live on users, system support, and the ongoing development and management of the system. ShareThis... Read more »
    Source: The CRM Consultant | Published: July 28, 2021 - 7:26 am
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    Bob Thompson – CustomerThink

  • Secrets of Customer-Centric Success — Interview with Jeff Puritt, CEO of TELUS International
    Everyone says they want to be customer-centric and deliver a great customer experience. But most companies struggle, despite collecting customer feedback and investing in the latest technologies. The key to turning CX dreams into a real competitive advantage is leadership! Sign up for my new livestream interview show — Hooked... Read more »
    Source: Bob Thompson – CustomerThink | Published: March 26, 2021 - 8:24 pm
  • “State of Service” Report: Pandemic Driving Customers to Digital Channels and Automation
    Salesforce.com just released its latest “State of Service” report with insights into how 7,000+ service professionals are adapting during the pandemic. I’d like to highlight a few key findings with the help of customer service thought leaders. Let’s start with the critical role of customer service in customer loyalty. A... Read more »
    Source: Bob Thompson – CustomerThink | Published: December 15, 2020 - 11:26 pm
  • CX ROI: Making the Case to Improve the Buying Experience
    Sure, marketing and sales leaders want satisfied customers. But they won’t fund a CX initiative if that’s the main benefit. CX pros must show they are a valued contributor to the “revenue team.”... Read more »
    Source: Bob Thompson – CustomerThink | Published: June 12, 2020 - 7:05 pm
  • Is Customer Experience the Key to B2B Differentiation? Yes, the SERVICE Experience
    For years we’ve seen many surveys finding that Customer Experience (CX) is a top priority and the key to differentiation. To the point that it’s become a mantra, accepted without question. Unfortunately, “CX” is used so broadly that it’s not clear whether it means customer service, the end-to-end customer journey,... Read more »
    Source: Bob Thompson – CustomerThink | Published: May 15, 2020 - 6:05 pm
  • CX ROI: How to Justify Improving the Customer Service Experience
    To gain funding to improve the service experience, CX pros must support the KPIs of the customer service department. Improving customer satisfaction is not enough. At first blush, it should be a no-brainer to justify a Customer Experience (CX) program to improve the service experience. Customer Service (CS) is often... Read more »
    Source: Bob Thompson – CustomerThink | Published: May 1, 2020 - 8:33 pm
  • How to Sustain Relationships with Customers and Employees During the COVID-19 Crisis
    On April 23, 2020, CustomerThink’s Advisors came together to support a webinar with tips on how to deal with the COVID-19 crisis. In this post I share my opening comments and highlight some of the content shared by the speakers. I encourage everyone to view the full recording here. Be... Read more »
    Source: Bob Thompson – CustomerThink | Published: April 24, 2020 - 7:00 pm
  • 7 Global CX Experts Reveal How to Prove the Business Value of Customer Experience
    For the past three years (starting with this article) I’ve been banging the drum about a worrisome problem. Namely, less than one in four CX initiatives can demonstrate business impact in the form of tangible benefits. My argument in a nutshell: During a downturn, CX programs that can’t justify their... Read more »
    Source: Bob Thompson – CustomerThink | Published: April 10, 2020 - 9:42 pm
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    crm chart guy

  • “Support” for the Unified Interface in the Advanced Chart Editor for the XrmToolBox
      As a lot of people have noticed, chart customizations in the Unified Interface in Model-Driven Power Apps, or Dynamics 365 does not behave the way they used to in the classic interface. This is because the Unified Interface only supports a subset of the chart customization options that were... Read more »
    Source: crm chart guy | Published: June 30, 2021 - 4:17 am
  • Create Record Links From Power BI to Unified Interface and Dynamics 365
    A great dashboard in Dynamics 365, or Model-Driven App will not only show you the relevant data and insights, it will also make it easy to get to the relevant records so you can take action. Drill-downs and clicking on records to navigate to them has been the standard user... Read more »
    Source: crm chart guy | Published: November 4, 2020 - 2:55 pm
  • Use Icons from Power Apps Unified Interface in Power BI
    As Power BI is used increasingly within Dynamics 365 or Model-Driven apps, attention to detail in the user experience is increasingly important. Users should be able to seamlessly navigate between the two technologies, and the visual cues should match between them for a coherent user experience. Visual cues for example,... Read more »
    Source: crm chart guy | Published: October 22, 2020 - 10:28 pm
  • DirectQuery CDS from Power BI
    Last year I wrote a lengthy blog post comparing the three main methods of getting Dynamics 365, or Common Data Service data into Power BI for analysis. Now, at the most recent Microsoft Business Applications Summit, a new method was announced that I was finally able to try out. The... Read more »
    Source: crm chart guy | Published: May 30, 2020 - 4:05 am
  • VideoCompare This Year to Last Year – Unified Interface edition
    Some years ago, I wrote a blog post about how to create a chart that compared monthly sales, to the same month in the previous year. The approach required quite a bit of XML editing and the chart was limited to only comparing this and last year. No data from... Read more »
    Source: crm chart guy | Published: March 31, 2020 - 12:09 pm
  • Comparing the three main ways to get Dynamics 365 data into Power BI
    There are a few different ways to get your Dynamics 365 data into Power BI. Now that the Common Data Service connector has come out of preview and is generally available, I figured it would be a good time to have a look at the different methods and how they... Read more »
    Source: crm chart guy | Published: July 24, 2019 - 4:42 am
  • Power Query (M) Builder for the XrmToolBox (April 2019 update and fixes)
    It has been a little while since the last update, but Mohamed Rasheed and I just added some bug fixes and improvements to the Power Query (M) Builder for the XrmToolBox. If you are new to the Power Query (M) Builder and how it can accelerate Power BI report development... Read more »
    Source: crm chart guy | Published: April 25, 2019 - 4:27 am
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    so much to say…

  • [reader] The future of personalization–and how to get ready for it | McKinsey
    The future of personalization–and how to get ready for it | McKinsey The future of personalization–and how to get ready for it | McKinsey two very interesting concepts in this short read from McK. analytics translators – talks to the issue of data literacy, or rather the lack of it.... Read more »
    Source: so much to say… | Published: April 26, 2022 - 3:02 pm
  • [reader] Executive views on business in 2022: PwC
    Executive views on business in 2022: PwC Executive views on business in 2022: PwC the most interesting part of this is that talent acquisition and retention is in, supply chain, inflation taming, and agility are in. is this the year employee experience is really going to be in the driver... Read more »
    Source: so much to say… | Published: April 25, 2022 - 2:47 pm
  • why bother with modern-day CX?
    continuing with the modern-day CX project, it is time for the question that’s in everybody’s (who cares about doing CX right) mind: why do i care? why should i change what i am doing with CX? why modern-day versus — say, golden days CX? i would like to say good... Read more »
    Source: so much to say… | Published: April 6, 2022 - 5:22 pm
  • [reader] New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co.
    New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co. New Study Shows Major Disconnect Between Companies And Customers – Bodine & Co. if you are old and “weathered” in this industry you probably came across the (very) old study from Bain & Co that said that... Read more »
    Source: so much to say… | Published: April 5, 2022 - 2:00 pm
  • [reader] Changing Consumer Motivations & Expectations | Accenture
    Changing Consumer Motivations & Expectations | Accenture Changing Consumer Motivations & Expectations | Accenture let’s say that you can ignore the biased approach to surveying customers here and ignore the results that are not as dramatic as they imply in their early assertions (i know, market research and survey is... Read more »
    Source: so much to say… | Published: March 30, 2022 - 1:24 pm
  • what is modern day cx?
    that’s a great question, no? it requires some context before it can be answered… and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one… in the early 1990s Tom Siebel started a company that gave birth to what later became CRM. this... Read more »
    Source: so much to say… | Published: March 17, 2022 - 4:57 pm
  • Video[reader] The Cost of Missing Something | Tricia Wang
    this is an “oldie” but still a fantastic watch. Tricia has an incredible background, and this talk on “thick data” is truly still ahead of its time – don’t miss it. yes, will post more of these short posts going forward so you can keep track of what i read... Read more »
    Source: so much to say… | Published: March 15, 2022 - 4:42 pm
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    CRM Software Blog | Dynamics 365

  • Video● Advanced Duplicate Detection Strategies
    Duplicate detection is a critical aspect of data management, involving the identification and handling of identical or highly similar records within a dataset. In this blog, we’ll show you the […] The post Advanced Duplicate Detection Strategies appeared first on CRM Software Blog | Dynamics 365. Related posts: Importance of... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 26, 2024 - 1:50 pm
  • ● 5 Ways SMS and CRM Integration Can Benefit Businesses using Dynamics 365 CRM
    To develop effective sales processes, businesses need every advantage to connect with their customers and build lasting relationships. And for that, you need to reach them and be seen. And […] The post 5 Ways SMS and CRM Integration Can Benefit Businesses using Dynamics 365 CRM appeared first on CRM... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 26, 2024 - 1:30 pm
  • VideoIntroduction to Reporting Groups in Dynamics 365 and Power Apps
    Learn how our clients use Reporting Groups to see what their team members see on Dashboards in Dynamics 365 and Power Apps. Transcript This is Steve Pestillo from P2 Automation. […] The post Introduction to Reporting Groups in Dynamics 365 and Power Apps appeared first on CRM Software Blog |... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 25, 2024 - 3:01 pm
  • What's new for Power Pages in 2024 Release Wave 1?
        Power Pages is a great low-code service that people with wide-ranging skill sets can use to create external-facing websites. Let's take a look at what Microsoft has in […] The post What's new for Power Pages in 2024 Release Wave 1? appeared first on CRM Software Blog |... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 24, 2024 - 12:33 pm
  • Strategies for Overcoming Challenges in Dynamics 365 Projects
    Microsoft Dynamics 365 has been one of the instrumental tools for businesses to streamline processes, simplify operations, improve efficiency and productivity, and help create strong customer relationships. In addition to […] The post Strategies for Overcoming Challenges in Dynamics 365 Projects appeared first on CRM Software Blog | Dynamics 365.... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 22, 2024 - 10:51 am
  • A Performant Solution for SSIS Lookups on Dynamics 365 Data
    When it comes to integrating data, especially in complex systems like Dynamics 365, a common task is to search through records using text values instead of direct identifiers like a […] The post A Performant Solution for SSIS Lookups on Dynamics 365 Data appeared first on CRM Software Blog |... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 19, 2024 - 9:07 pm
  • 3 Top Benefits of Outsourcing Microsoft Dynamics 365 CRM and Power Platform Development
    Outsourcing development is a strategic decision for any organization, from small startups to established enterprises. It's understandable to feel hesitant about deviating from conventional in-house practices—it's a natural part of […] The post 3 Top Benefits of Outsourcing Microsoft Dynamics 365 CRM and Power Platform Development appeared first on CRM... Read more »
    Source: CRM Software Blog | Dynamics 365 | Published: April 19, 2024 - 1:29 pm
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    Lynn Hunsaker – CustomerThink

  • Customer Experience ROI Handbook: Proving CX Value to Executives
    Your Customer Experience ROI Handbook started with “What is CX ROI?” (return on investment) and continues here with “Proving CX Value” in chapter two of this five-part series. To recap: Customer Experience ROI is value gained by customers plus value gained from customers. “Value gained” means a change happened: —... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: April 25, 2024 - 11:07 pm
  • 24 Ways 2024 Customer Experience is Smarter: CX = EX (Part 3 of 4)
    Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Neither. Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation. We’re still learning and correcting inaccurate assumptions: How... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: March 7, 2024 - 8:55 pm
  • Customer Experience ROI Handbook: What is CX ROI?
    What is Customer Experience ROI? This is a question with a hundred different answers, inaccurately. It’s not that complicated, but CX ROI advice is typically based on: — Inside-out viewpoints rather than outside-in perspectives. — A portion of customer experience management (selling, referrals, service, etc.). Let’s get clear definitions for... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: February 4, 2024 - 8:33 pm
  • 24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)
    CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: February 2, 2024 - 12:29 am
  • 24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)
    What do you know today that was unknown to everyone a year ago? In an immature field like Customer Experience Management, there are plenty of new things to discover! When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth. Here is the first... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: January 20, 2024 - 6:52 pm
  • What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROI
    When you visit the NASA museum, you see extensive data usage guiding stellar results, admirable safety performance. and earth-shattering discoveries. DATA. It guides smarter choices, spurs course corrections, inspires fresh thinking, and proves value. In customer experience, how well are we using data? Could we use it better to achieve... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: January 8, 2024 - 5:47 am
  • How 4 CX Metrics Drive 20 Growth Metrics
    Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten,... Read more »
    Source: Lynn Hunsaker – CustomerThink | Published: December 8, 2023 - 6:56 pm
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    CRM Buyer

  • Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
    Bigeye's new Dependency-Driven Monitoring platform is a data observability solution that allows enterprise data teams to see more trustworthy results from their CRM systems. The post Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data appeared first on CRM Buyer.... Read more »
    Source: CRM Buyer | Published: April 15, 2024 - 6:40 pm
  • AI-Human Collaboration and the Future of Customer Service
    The battle between bots and humans raged for years in customer service. Now, it seems that many American workers are embracing the benefits of AI. The post AI-Human Collaboration and the Future of Customer Service appeared first on CRM Buyer.... Read more »
    Source: CRM Buyer | Published: April 4, 2024 - 1:00 pm
  • Salesforce Enhances Field Service
    I am seeing a pattern. Last time I looked at how Oracle’s generative AI is integrating into a variety of front- and back-office work areas like supply chain, HR, and, of course, CRM. Today, I want to examine Salesforce’s recently announced AI enhancements for its Field Service Suite. The pattern... Read more »
    Source: CRM Buyer | Published: March 21, 2024 - 8:45 pm
  • Oracle’s 50 New Gen AI Apps
    Oracle has announced 50 new generative AI apps for its application suite that embed into existing business workflows across finance, supply chain, HR, sales, marketing, and service, as well as an expansion of the Oracle Guided Journeys’ extensibility. It seems like good stuff, but it also neatly demonstrates how you... Read more »
    Source: CRM Buyer | Published: March 14, 2024 - 7:00 pm
  • Mastering AI-Powered CRM Puts Onus on Vendors To Get It Right
    Today’s challenge for CRM vendors lies in simplifying the adoption of sophisticated, out-of-the-box AI models over the complexities of DIY projects, which can be daunting. Simplification is crucial, as AI-powered CRM platforms are revolutionizing how businesses deliver customer experiences. The post Mastering AI-Powered CRM Puts Onus on Vendors To Get... Read more »
    Source: CRM Buyer | Published: February 29, 2024 - 1:00 pm
  • Workbooks Platform Gives New Meaning to the ‘R’ in CRM
    A new era of customer relationship management is emerging, with a focus on innovative design and strategic platform goals. Businesses rethinking their use of these platforms can improve profit margins, enhance customer satisfaction, streamline operations, and foster innovative engagement strategies. The post Workbooks Platform Gives New Meaning to the ‘R’... Read more »
    Source: CRM Buyer | Published: February 22, 2024 - 1:00 pm
  • Gong AI Platform Delivers Improved Accuracy to Revenue Forecasting
    Revenue teams have grappled with organizational changes and unpredictable buyer behavior in recent years. Resolving those two factors is increasingly challenging for revenue leaders to empower teams with the insights needed to call accurate forecasts, effectively manage their pipeline, and hit their numbers. The post Gong AI Platform Delivers Improved... Read more »
    Source: CRM Buyer | Published: January 30, 2024 - 3:00 pm
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    Bodine & Co.

  • Cyber Monday Sale: Save on CX Training & Coaching Through December 9
    It’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class &... Read more »
    Source: Bodine & Co. | Published: November 28, 2022 - 10:17 pm
  • Customer Engagement: From Core Competencies To Business Outcomes
    Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement... Read more »
    Source: Bodine & Co. | Published: May 3, 2022 - 5:28 pm
  • Virtual Journey Mapping Bootcamp: May 2022
    Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and how you... Read more »
    Source: Bodine & Co. | Published: March 29, 2022 - 9:51 pm
  • Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year
    Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring... Read more »
    Source: Bodine & Co. | Published: February 15, 2022 - 2:57 pm
  • Reimagining CX To Drive Real Human Connection
    Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want... Read more »
    Source: Bodine & Co. | Published: February 2, 2022 - 11:06 am
  • Customer Experience: How To Get On The Superhighway To Business Success
    Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the... Read more »
    Source: Bodine & Co. | Published: October 20, 2021 - 12:53 am
  • The Happiest Employees of 2021 — And Their Connections to Customers
    As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom, two companies... Read more »
    Source: Bodine & Co. | Published: October 11, 2021 - 10:57 pm
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    CX Journey™

  • New CX Journey Inc. Website Launching!
    Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note:This site will... Read more »
    Source: CX Journey™ | Published: June 27, 2019 - 1:58 am
  • Agile Working in Practice: More Tips to Help Analytics Teams Transition
    Image courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the series here.In my first post on how to... Read more »
    Source: CX Journey™ | Published: June 25, 2019 - 6:33 pm
  • Agile Working for Analytics Teams Needs a Cu​lture Change
    Image courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of... Read more »
    Source: CX Journey™ | Published: June 20, 2019 - 7:00 pm
  • Is Your Own Management Stalling Your Customer Experience Transformation?
    Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.In this follow-up... Read more »
    Source: CX Journey™ | Published: June 17, 2019 - 5:43 pm
  • The Secret Sauce to Achieve Outcomes with Journey Mapping
    In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping... Read more »
    Source: CX Journey™ | Published: June 12, 2019 - 8:49 pm
  • Exposure is What You Die from in the Desert
    If you're a speaker, thinking about becoming a speaker,  an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will... Read more »
    Source: CX Journey™ | Published: June 10, 2019 - 6:04 pm
  • Has Your #CX Transformation Stalled?
    Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a customer experience transformation journey. The bad news is... Read more »
    Source: CX Journey™ | Published: June 5, 2019 - 7:03 pm
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    Blog Archives - Epikonic

  • How to zohotize a global business
    About two years ago, I had the pleasure of speaking with Elie Katz of National Retail Solutions, NRS, about how he and his team “zohotized” NRS. During this year’s ZohoDay24, I was happy enough to continue this conversation with Rene Selemi, director of retail operations at IDT Corporation, the parent... Read more »
    Source: Blog Archives - Epikonic | Published: April 25, 2024 - 8:25 pm
  • The power of a great customer – vendor relationship
    As part of my series of customer interviews, I recently had the chance of speaking with Keith Cooper, vice president of customer experience at Bergen Logistics. Bergen Logistics is a global third party logistics provider, based in North Bergen, New Jersey. It primarily serves the luxury fashion and home goods... Read more »
    Source: Blog Archives - Epikonic | Published: March 8, 2024 - 7:20 pm
  • What the heck is customer experience?
    What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers. Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who –... Read more »
    Source: Blog Archives - Epikonic | Published: March 4, 2024 - 9:12 pm
  • You are only as good as your customer remembers
    As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive Vice President, Enterprise Solutions at Tidal Basin... Read more »
    Source: Blog Archives - Epikonic | Published: February 25, 2024 - 1:26 am
  • The ABC of Zoho AI
    During ZohoDay24, Zoho amongst other topics, gave some insight into how the company looks at AI. Raju Vegesna presented Zoho’s AI vision and progress. Additionally, I had the opportunity for a one on one with Zoho’s director of AI research, Ramprakash (Ram) Ramamoorthy. If you want to listen and watch... Read more »
    Source: Blog Archives - Epikonic | Published: February 20, 2024 - 12:41 am
  • How to play the long game Zoho style
    The news On February 7 and 8 2024, Zoho held its annual ZohoDay conference, along with a pre-conference get together and an optional visit to SpacX’s not-too-far-away Starbase. Our guide, who went by Chief, and is probably best described as a SpaceX-paparazzi was full of facts and anecdotes, which made... Read more »
    Source: Blog Archives - Epikonic | Published: February 13, 2024 - 7:39 pm
  • SAP is dead – long live SAP
    The News On January 23, 2024, SAP announced the results of its Q4 and fiscal year 2023, along with an update of the company’s 2025 ambition. The ambition includes a shift of focus on key strategic growth areas and a restructuring program. This program will cost around 2.2 billion dollar and affect... Read more »
    Source: Blog Archives - Epikonic | Published: January 25, 2024 - 4:30 pm
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    CRM Switch

  • Digital Sales Rooms: The Promise and The Challenge
    A Digital Sales Room (DSR) is a landing page where a salesperson can share timely and relevant digital assets — personalized videos, presentations, and product brochures — with specific prospects and customers. Several vendors offer this capability, also known as ‘microsites.’ For some vendors, DSR is the core offering; for... Read more »
    Source: CRM Switch | Published: March 18, 2024 - 4:20 pm
  • Using Video for Sales to Engage Prospects and Customers
    Video is an under-utilized selling tool. A well-crafted salesperson-generated video can educate and engage a prospect or customer more effectively than a text email. The video-selling platform vendors have been espousing this for years. Unlike a phone call or an online meeting, video communication is asynchronous, meaning that content can... Read more »
    Source: CRM Switch | Published: March 3, 2024 - 2:19 pm
  • Why You Need a CRM Usage Policy
    Does your company need a CRM Usage Policy? The answer is unequivocally ‘Yes.’ Unless you operate as a small entity where daily close-knit interactions are the norm, a CRM Usage policy can save you from many headaches. The Outcomes You Want to Avoid When implementing a Customer Relationship Management (CRM)... Read more »
    Source: CRM Switch | Published: February 28, 2024 - 8:17 pm
  • The Types of CRM Consulting Roles: What You Need to Know
    ‘CRM consulting’ is often regarded as a monolithic service. However, this service is more than just one thing delivered by one person. Implementing a customer relationship management system is a complex process that requires many levels of planning, focus, and execution. It also involves a variety of internal and external... Read more »
    Source: CRM Switch | Published: February 22, 2024 - 3:19 pm
  • Applying the IKEA Effect to Your CRM Project
    The IKEA Effect can positively impact the success of your CRM project. This post will teach you about the effect and how it applies to business software projects. It’s not advisable to spring the following on certain long-time or influential employees: “We’ve implemented a new CRM system. Your login will... Read more »
    Source: CRM Switch | Published: February 14, 2024 - 3:26 pm
  • A CRM Process: From Awareness to Loyal Customer
    A mental framework of a CRM process can help guide your CRM planning efforts. One of the dictionary definitions of process is “a series of actions or steps taken to achieve a particular end.” There are several definitions of a CRM process. Our perspective of the CRM process is: The... Read more »
    Source: CRM Switch | Published: January 21, 2024 - 3:17 pm
  • CRM Data Quality: Preventing Problems Before They Start
    Data quality in CRM is not just a technical issue — it’s proper business process definition and user adherence to agreed-upon standards. Erroneous and incomplete CRM data costs time and money. Good data can help secure new business and retain existing customers. Another form of data quality is architectural —... Read more »
    Source: CRM Switch | Published: January 7, 2024 - 3:10 pm
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    Beagle Research Group, LLC

  • Previewing Dreamforce 2019
    Yes, Dreamforce is next week. Once again, the sold-out show will be headquartered at San Francisco’s Moscone Center and overflowing to the ballrooms of neighboring hotels. Over the years Dreamforce has become, in my mind at least, the Las Vegas of trade shows in one important respect. Both are famous... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 7:42 pm
  • The CRM-ization of Healthcare
    We’ve been watching this for a while. A few years ago, Salesforce embarked on parallel paths; the obvious option was to build tools that enabled users to craft systems of engagement. The second started when the company also began reaching out to various industrial sectors with its technology and those... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:34 pm
  • DevOps for Salesforce Lightning
    The tools you work with have a lot of impact on what you can accomplish and the more sophisticated the tools the better, especially in software. Beagle Research (my company) just completed a study into using a DevOps strategy with the Salesforce Lightning Platform. The work was sponsored by Copado... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:33 pm
  • The force may be with Microsoft
    Last week the Pentagon might have awarded its $10 billion contract for cloud computing to Microsoft. The program goes by the acronym JEDI for Joint Enterprise Defense Infrastructure and it has been attracting vendors like a dog attracts fleas for several years. It has been marked by fierce litigation too,... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:31 pm
  • A new business model with help from CRM
    I have been writing about Salesforce for 20 years. That’s incredible for me because aside from marriage, there’s nothing in my life I’ve done so consistently for so long. Perhaps like a marriage, the thing that’s been attractive about Salesforce is its constantly changing nature. The company went through a... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:27 pm
  • Facebook’s Oversight Board
    I wanted to like Kara Swisher’s piece in the New York Times about Facebook’s attempt to wrestle with its daemons, but I can’t because it feels too much like self-delusion. To cut to the chase, Facebook announced it was forming an oversight board that will eventually have about 40 members... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:24 pm
  • Zoho’s Catalyst to growth
    Now would be a good time to put Zoho on your radar if for some reason it isn’t there already. Today the Austin based company announced Catalyst, a developer environment that helps programmers and others to quickly develop apps and microservices with capabilities inherited from Zoho’s apps portfolio. The easiest... Read more »
    Source: Beagle Research Group, LLC | Published: December 5, 2019 - 4:22 pm