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	<title>Customers Are Cool &#187; CRM integration</title>
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	<link>http://www.customersarecool.com</link>
	<description>Putting the customer back in focus</description>
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		<title>Organisations in Cyberspace: Permission Asset CRM considerations</title>
		<link>http://www.customersarecool.com/2009/12/11/organisations-in-cyberspace-permission-asset-crm-considerations/</link>
		<comments>http://www.customersarecool.com/2009/12/11/organisations-in-cyberspace-permission-asset-crm-considerations/#comments</comments>
		<pubDate>Fri, 11 Dec 2009 12:47:52 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[December 2009]]></category>
		<category><![CDATA[Organisations in Cyberspace]]></category>
		<category><![CDATA[Social Networks and CRM]]></category>
		<category><![CDATA['cyberspace peer pressure'not in a network]]></category>
		<category><![CDATA[asking for permission to approach your customer]]></category>
		<category><![CDATA[capture permission asset responses]]></category>
		<category><![CDATA[circumstantial permission]]></category>
		<category><![CDATA[clean up your permission asset]]></category>
		<category><![CDATA[closed loop feedback]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[CRM setup]]></category>
		<category><![CDATA[customer feedback]]></category>
		<category><![CDATA[customer opinion]]></category>
		<category><![CDATA[customer relationship management]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[genuinely interested customer who evaluates]]></category>
		<category><![CDATA[intentional permission]]></category>
		<category><![CDATA[new product evaluations]]></category>
		<category><![CDATA[permission asset]]></category>
		<category><![CDATA[permission asset contact person]]></category>
		<category><![CDATA[permission asset response]]></category>
		<category><![CDATA[relevant permission topics]]></category>
		<category><![CDATA[responsive permission asset]]></category>
		<category><![CDATA[seth godin]]></category>
		<category><![CDATA[social media]]></category>
		<category><![CDATA[tribe]]></category>
		<category><![CDATA[updates regarding your offering]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=158</guid>
		<description><![CDATA[One of the changes that Cyberspace has brought about is building a permission asset for your organisation.
 
It's the basic principle of asking for permission to approach your customer regarding future commercial opportunities. 
 
We have all seen it before: "May we please contact you regarding the following in future:". And then follows list with topics such as customer feedback, new product evaluations, Christmas cards, updates regarding your offering, newsletters, blogs and such.
 
In my opinion, there is intentional permission and circumstantial permission. 

This article is about how deal with this important distinction]]></description>
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		<slash:comments>3</slash:comments>
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		<item>
		<title>Teleportation of customer data for CRM</title>
		<link>http://www.customersarecool.com/2009/12/07/teleportation-of-customer-data-for-crm/</link>
		<comments>http://www.customersarecool.com/2009/12/07/teleportation-of-customer-data-for-crm/#comments</comments>
		<pubDate>Mon, 07 Dec 2009 21:34:08 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[December 2009]]></category>
		<category><![CDATA[360 degree customer view]]></category>
		<category><![CDATA[B2B]]></category>
		<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[C2C]]></category>
		<category><![CDATA[call centre]]></category>
		<category><![CDATA[complaints]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[customer data]]></category>
		<category><![CDATA[customer thinking patterns]]></category>
		<category><![CDATA[inbound communications]]></category>
		<category><![CDATA[intelligent customer conversation]]></category>
		<category><![CDATA[interactions]]></category>
		<category><![CDATA[order revisions]]></category>
		<category><![CDATA[outbound communications]]></category>
		<category><![CDATA[quotations]]></category>
		<category><![CDATA[relationship building]]></category>
		<category><![CDATA[service outages]]></category>
		<category><![CDATA[teleportation]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=146</guid>
		<description><![CDATA[CRM is all about matching what is in the head of your customer in your CRM architecture. You need to be able to get to the right customer data when you need it.

This could be information regarding quotations, orders, complaints. service outages, moves, contact persons just to name a few. Phew....

I was joking the other day with a friend of mine how great it would be if you could just teleport the information in your customer's head into your own CRM databases. All information about ongoing orders, quotations, previous conversations, the customer's likes and dislikes, his perception of sales conversations, the way he felt when your order was delivered.

Just like that. Teleportation of customer data. Break it down on one end, build it back up in the other.

Now we all know this is not possible. But it's a good end-point vision. After all, if we had all customer data available at our fingertips, an intelligent conversation with the customer would be relatively easy. There would be opportunity for upsell of other products, there would be opportunity to anticipate the customer's wishes and surprise instead of disappoint.

]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Do you know who your REAL customer is?</title>
		<link>http://www.customersarecool.com/2009/11/30/do-you-know-who-your-real-customer-is/</link>
		<comments>http://www.customersarecool.com/2009/11/30/do-you-know-who-your-real-customer-is/#comments</comments>
		<pubDate>Mon, 30 Nov 2009 20:36:19 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[cool customers]]></category>
		<category><![CDATA[core business processes]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[customer opinion]]></category>
		<category><![CDATA[decisions]]></category>
		<category><![CDATA[enhanced customer value]]></category>
		<category><![CDATA[lack of customer focus]]></category>
		<category><![CDATA[lip service to CRM]]></category>
		<category><![CDATA[Microsoft Dynamics CRM]]></category>
		<category><![CDATA[Oracle Siebel]]></category>
		<category><![CDATA[SaaS]]></category>
		<category><![CDATA[salesforce.com]]></category>
		<category><![CDATA[SAP CRM]]></category>
		<category><![CDATA[shareholder value]]></category>
		<category><![CDATA[who is your customer]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=126</guid>
		<description><![CDATA[Do you know who your customer is? In commerce today, there's a lot of lip-service to CRM, Customer Relationship Management. Millions of Euros, Dollars, Pounds and Yens are spent every year on SAP CRM, Oracle Siebel CRM, SaaS CRM, SalesForce CRM, Microsoft Dynamics CRM and a lot of other related CRM software architectures. Either the money is well spent and the projects deliver enhanced customer value or they don't, or somewhere in between.

For those that don't deliver the desired enhanced customer value - as is the case in some 50% of them in my experience - usually there is an enormous lack of customer focus.

How can that be? Lack of customer focus in a CRM project? How can we miss the 'C' in CRM that blatantly?

We do]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Salesforce, Oracle Siebel, SAP CRM, Salesforce, it doesn&#8217;t matter</title>
		<link>http://www.customersarecool.com/2009/11/26/salesforce-oracle-siebel-sap-crm-salesforce-it-doesnt-matter/</link>
		<comments>http://www.customersarecool.com/2009/11/26/salesforce-oracle-siebel-sap-crm-salesforce-it-doesnt-matter/#comments</comments>
		<pubDate>Thu, 26 Nov 2009 13:18:16 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[360 degree customer information]]></category>
		<category><![CDATA[automation]]></category>
		<category><![CDATA[Avaya]]></category>
		<category><![CDATA[Avaya CTI]]></category>
		<category><![CDATA[Avaya Siebel integration]]></category>
		<category><![CDATA[business case]]></category>
		<category><![CDATA[business process]]></category>
		<category><![CDATA[configured]]></category>
		<category><![CDATA[configuring CRM]]></category>
		<category><![CDATA[consultancy firms]]></category>
		<category><![CDATA[cool customers]]></category>
		<category><![CDATA[crm architecture]]></category>
		<category><![CDATA[crm automation]]></category>
		<category><![CDATA[CRM industry best practice]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[CRM investment]]></category>
		<category><![CDATA[CRM missed]]></category>
		<category><![CDATA[customer self service]]></category>
		<category><![CDATA[Customersarecool]]></category>
		<category><![CDATA[dealing with your customer]]></category>
		<category><![CDATA[Delivery]]></category>
		<category><![CDATA[Erik van Geest]]></category>
		<category><![CDATA[human errors]]></category>
		<category><![CDATA[industry best practice]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[manual steps]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Microsoft CRM]]></category>
		<category><![CDATA[Microsoft CRM Dynamics]]></category>
		<category><![CDATA[on demand]]></category>
		<category><![CDATA[on premise]]></category>
		<category><![CDATA[on the fly]]></category>
		<category><![CDATA[Oracle]]></category>
		<category><![CDATA[Oracle Siebel]]></category>
		<category><![CDATA[potential of CRM]]></category>
		<category><![CDATA[procedure workaround]]></category>
		<category><![CDATA[process]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[Salesforce CRM]]></category>
		<category><![CDATA[salesforce.com]]></category>
		<category><![CDATA[SAP]]></category>
		<category><![CDATA[SAP CRM]]></category>
		<category><![CDATA[self service]]></category>
		<category><![CDATA[Service]]></category>
		<category><![CDATA[Shop]]></category>
		<category><![CDATA[Siebel]]></category>
		<category><![CDATA[software selection]]></category>
		<category><![CDATA[software specification]]></category>
		<category><![CDATA[ultimate frontier in CRM]]></category>
		<category><![CDATA[vanilla]]></category>
		<category><![CDATA[Web]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=86</guid>
		<description><![CDATA[Countless CRM projects have completely missed their mark, and continue to do so. 

Organisations decide it's time to see over the way they deal with their customer and jump straight into software selection. They involve consultancy firms who claim to have built an understanding of  'CRM Industry best practise', and they start configuring right away. 

No CRM software can deliver benefit to the organisation or the customer if you do not first very clearly decide what you want. 

Do you want the smooth phone/CRM integration for managing customer interactions that Avaya/Siebel Oracle can provide you? Is integration with Outlook and other Microsoft products important for you and do you want an easy setup that Microsoft CRM Dynamics can give you? Are you after quick wins with SalesForce? What is the business case for  your CRM investment? Can you afford on Premise, on Demand, customised or not? What does your  business process in Marketing, Sales, Delivery and Service look like? Where does it work well, where does it not? What will you automate and what will remain manual?

]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Oracle Siebel, Microsoft Dynamics CRM, SAP CRM? Take your pick.</title>
		<link>http://www.customersarecool.com/2009/11/18/spoilt-for-choice-oracle-siebel-microsoft-dynamics-crm-sap-crm-are-we-having-fun-yet-take-your-pick/</link>
		<comments>http://www.customersarecool.com/2009/11/18/spoilt-for-choice-oracle-siebel-microsoft-dynamics-crm-sap-crm-are-we-having-fun-yet-take-your-pick/#comments</comments>
		<pubDate>Wed, 18 Nov 2009 20:02:27 +0000</pubDate>
		<dc:creator>Erik</dc:creator>
				<category><![CDATA[CRM Reflections]]></category>
		<category><![CDATA[November 2009]]></category>
		<category><![CDATA[analysis]]></category>
		<category><![CDATA[BA]]></category>
		<category><![CDATA[business analysis]]></category>
		<category><![CDATA[choice]]></category>
		<category><![CDATA[CRM infrastructure]]></category>
		<category><![CDATA[CRM integration]]></category>
		<category><![CDATA[CRM selection criteria]]></category>
		<category><![CDATA[CRM selection process]]></category>
		<category><![CDATA[CRM software]]></category>
		<category><![CDATA[CRM supporting architecture]]></category>
		<category><![CDATA[customer needs]]></category>
		<category><![CDATA[development]]></category>
		<category><![CDATA[implementation]]></category>
		<category><![CDATA[improvements]]></category>
		<category><![CDATA[oganisational alignment]]></category>
		<category><![CDATA[politica]]></category>
		<category><![CDATA[presenting]]></category>
		<category><![CDATA[process documentation]]></category>
		<category><![CDATA[SA]]></category>
		<category><![CDATA[struggle]]></category>
		<category><![CDATA[systems analysis]]></category>
		<category><![CDATA[target CRM software]]></category>

		<guid isPermaLink="false">http://www.customersarecool.com/?p=68</guid>
		<description><![CDATA[ake your choice! But not just yet.

I have stood in front of many audiences, proudly presenting the workings of their new CRM software.

In all cases, the road to that moment of presenting the final result has been a struggle. What preceded these presentations was usually months of analysis, process documentation and improvements, political and organisational alignment and lots more malarchy of that kind. ]]></description>
		<wfw:commentRss>http://www.customersarecool.com/2009/11/18/spoilt-for-choice-oracle-siebel-microsoft-dynamics-crm-sap-crm-are-we-having-fun-yet-take-your-pick/feed/</wfw:commentRss>
		<slash:comments>116</slash:comments>
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