Posts Tagged ‘ salesforce.com ’

Not enough customer information? Time to get paranoid.

There’s a saying that goes: ”if you’re not paranoid, you don’t have enough information”. It is derived from the premise, that even when you think you have everything under control, there is probably something you don’t know about which could and will bite you in the backside when you least expect it. Recognise this from your adventures in CRM world? Sure you do. Of course, if you lived by this rule, you would never be able to relax again. So you don’t live by this rule. Ironically though, this saying represents the exact most current challenge that all of us in CRM-land are facing. The fear of being confronted with something customer related that we don’t know about. How do you have an intelligent conversation with your customer if you don’t have the relevant information[ READ MORE ]

Do you know who your REAL customer is?

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[ READ MORE ]

Still not getting the basics right.

Yesterday I referred to not having been treated as I think a customer should. With service and respect. And wouldn’t you believe it. This morning I stroll into a huge retail outlet specialising in elecronics to buy a camera. They have just opened, so shop attendants are still standing around doing nothing, talking, joking with each [ READ MORE ]

Salesforce, Oracle Siebel, SAP CRM, Salesforce, it doesn’t matter

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? [ READ MORE ]

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