Member Since: 22nd Nov 2000
CRM Evangelist Sage CRM Solutions
16th Mar 2017
Good reflections on why INTERNAL mapping is just as (more?) important.
9th Jun 2015
With lots of useful link outs -- thank you!
Something that is very close to my belief set around successful CRM too --- and I have been writing about, on & off, for many years.
Here's just one example:
8th Jun 2015
Excellent insight & a memorable framing, thank you
1st Jun 2015
a combination of processes & "systems of engagement" (aka CRM), and organisations WILL come out ahead.
(check this blog out too: https://community.sagecrm.com/user_community/b/talking_about_customers/a...)
9th Feb 2015
Nice piece & so very true --- understand your audience & treat them appropriately. #CRM_as_Foundation
12th Dec 2014
But, you know what, vertical infographics are, for many typical screen readers, difficult to consume with tiny text & scrolling. Yes, yes, we could save them into something and look it there. But how about investigating horizontal -- or at least an option for "desk" and "mobile"
8th Dec 2014
>> work experience is greatly influenced by their
>> emotions and their subconscious
As most business processes typically cross more than one department, enabling "good CRM" (via business discipline and/or systems) is critical.
However, many deliveries I see focus on customer relationship success in only SOME departments, thus undoing any (positive) discretionary effort by these teams.
Then, collaboration falters & a typical customer journey is interrupted, with subsequent damage to brand value a distinct possibility. Not having a foundational system in place to drive the experience leads to unhappy customers & employees. And dis-engagement follows.
28th Oct 2014
As most business processes typically cross more than one department, enabling "good CRM" in just one department, scuppers any discretionary effort by one team. With that, collaboration falters & a typical customer journey is interrupted, with subsequent damage to brand value a distinct possibility.
17th Oct 2014
"people do not, I repeat, do not buy on price."
Except they often do --- even on larger ticket items than milk. I know you reference milk buying as not requiring a care process, but the article does come across as otherwise, suggesting a very binary approach --- "be good or die"
I do think your reference to EasyJet would make for an interesting, longer piece, on service dimensions - product, industry, location, need, etc.
22nd Sep 2014
You've written a powerful call-to-arms for personal responsibility, working in support business goals, in a way that shows the complete view.
I've written something previously - albeit from the perspective of making CRM projects successful - that speaks about the value of employee engagement.