A few years back I started talking about widgetizing CRM and Enterprise applications. Basically, I suggested that interfaces needed to be designed to help get specific jobs done, and to provide them in the proper context (where we work). I … Continue reading
The scenario I present here is often something entrepreneurs face when bootstrapping a new business. Wearing many hats and attempting to please a handful of new (and valued) customers requires us to structure our business in ways that larger businesses … Continue reading
I just read last night about the latest version of Springpad. I’ve tried hard to find ways to use this, but always run into some kind of obstacle. The new version allows me to embed my notebooks anywhere, so I … Continue reading
In my last post, I suggested that we need to re-think the buyer adoption curve. I also implied that 80% of active buyers don’t buy, and sales people have diminished influence over buyers today. The problem is no different than … Continue reading
Hiding in the dark corners of the marketing world are those who believe that nearly 80% of the available buyers in a market…don’t buy. I’ve always believed that if, all things being equal, I could get to a buyer earlier … Continue reading
The CRM industry has always been in a unique position to contribute greatly to the future success of their customers. Yet, numerous studies have shown that the impact of CRM on an organization’s performance is simply not where one would … Continue reading
Why are you implementing CRM? That’s a question – but is it the perfect question? Is there one perfect question? As much as we want to believe there is (and some do) the truth is that no single question is … Continue reading
Over the years the clarion call for CRM was that you must implement technology that would automate your existing sales, marketing and service processes. The mere thought of handing off work to your computer was enough for us to impulsively … Continue reading
What are consumers of CRM missing by focusing on the features presented by vendors over the past 20 years? What are the vendors missing by not finding new services to productize within their offerings? Are we seeking a 360 degree … Continue reading
It has been 10 years since Dr. V. Kumar exposed the myths of the loyalty movement (Reinartz & Kumar, 2002). Yet, to this day customer loyalty is still sought after as the holy grail of customer success. The age of social … Continue reading