One of the most common pitfalls in any CRM implementation is poor change management.  While true of any software implementation, the impact of poor change management on CRM (or ERP for that matter) is high due to the pervasiveness and importance of CRM in the organization.
Earlier in my career, I learned the relative [...]

I spent yesterday at CRM Evolution in New York City. The show this year was combined with SpeechTEK, both sharing a single room at the Marriot Marquis that has been the sole location of SpeechTEK in years past.   Gone are the days of the mammoth trade shows at the Jacob Javis Center.  [...]

Off shoring has been a trend in Customer Service call centers for the past decade, providing companies with low-cost call center solutions, yet with mixed results when it comes to customer service. Offshore operations suffer from communication difficulties and cultural differences, making complex requests difficult to resolve without unneeded customer aggravation. In recent [...]

Hello all, wanted to drop a quick note to assure everyone that I have not dropped off the face of the earth.  Sometimes, other things such as vacations and work can get in the way of enjoyable pursuits such as blogging.  Rest assured, I’m still here and will finish up my series on Profiling the [...]

This is part 3 of the series “Targeting The Customer“, a 5-part series on using marketing automation to target customers and improve marketing effectiveness.
In Part 1 and Part 2 of this series, we discussed the role and methods of profiling customers and prospects.  Yet obtaining valuable data about the interests and habits of a customer [...]