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Currently viewing the category: "Innovation"

Products Come and Go – Customers Will Always Have Needs

On January 31, 2012 By Mike Boysen
Finding Customer Needs

One of the most important things I’ve learned in my CRM career is that innovation is the biggest driver of long term success for any business. By long term, I mean well beyond the lifetime of a product or service. I’ve worked with many companies that have owners that seem to be [...]

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Adoption of social tools for collaboration requires sharing

On August 28, 2011 By Prem Kumar Aparanji
"Sharing" by ryancr, on FlickrI have been busy the past three to four months shifting my base and settling in the suburb of Bangalore (technically a different state altogether) and this has taken a toll on my work as well as my social media engagement....
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CRM Disruption You Can Count On

On August 12, 2011 By Mike Boysen

How much of your CRM application are you actually hiring? Yes, I understand you are paying for all of it. The question is whether you are leveraging all of it? CRM is not the same for each type of business, or even for different businesses of the same type. They each have different roles to [...]

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The Fallacy of Attribute Based Customer Segmentation

On May 9, 2011 By Mike Boysen

I operate in and around the constant drone of attribute based customer segmentation. There is a prevailing thought that organizing your product or service design, as well as  marketing, around demographics or behaviors is the best way to develop and maintain highly loyal and valuable customers. [...]

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Unmet Needs, Networks, Signals, Reputation….#CRM

On April 21, 2011 By Mike Boysen

I was reading a great post by my friend, and colleague, Brian Vellmure this morning (Network, Signals Reputation and Delight) and felt like adding to the discussion.  Initially, I began to write a comment, but once it turned into a blog I reconsidered and posted it here.

Building a network and reputation is [...]

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You’re Hiring Me To Help You Do a Job Better, Right?

On April 7, 2011 By Mike Boysen

I’m in a unique position as a CRM consultant because I have customers who have needs, and it’s my job to understand them, prioritize them, and target my efforts at creating solutions for the most valuable outcomes. But, my focus can’t stop there, because as a consultant in the CRM space, I need to impart [...]

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Spray-On solar-power cells + E-Ink = Giant Noteslates

On February 22, 2011 By Prem Kumar Aparanji
Image via WikipediaA non 'social' post after a long time in this blog, though I have kept at them on my tumblr. Even this post has been posted there first and then cross posted here. This post is about ideas and how they collide. And there still is a c...
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Spray-On solar-power cells + E-Ink = Giant Noteslates

On February 22, 2011 By Prem Kumar Aparanji
Image via WikipediaA non 'social' post after a long time in this blog, though I have kept at them on my tumblr. Even this post has been posted there first and then cross posted here. This post is about ideas and how they collide. And there still is a c...
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The Best CRM Article Ever Written

On February 4, 2011 By Mike Boysen

When the issue of value comes up in the CRM world, I find myself thinking back to the old Wendy’s commercial where the little old lady opened her burger from a competitor and asked "Where’s the Beef?" As I’ve thought through this question over my years in this business I’ve come to a conclusion that [...]

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Customer Experience–Can it be Directed from the Social Media Side (Silo) of the Business?

On January 14, 2011 By Mike Boysen

No more than it can be completely directed by a marketing or PR professional. So, who should be the Director of Customer Experience?  Let’s start off by examining what makes up customer experience, then it will be easy to see what skills are going to be required.

The warm and fuzzy feeling that [...]
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