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Tag: CRM Effectiveness

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March 30, 2023

Solving CRM issues with additional CRM technology or customisation is wrong

Some organisations think that the latest technologies will instantly solve a decade’s operational issues. But I do believe that trying to solve business or CRM implementation issues with additional CRM technology or customisation is fundamentally wrong. 🤕 Sources of inefficiencies […]

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February 11, 2023

CRM systems are never good enough

There are always enhancements to be made to a CRM system. Any organization that is happy with what it has, needs to question itself. Many business executives say they are not (or never) satisfied with their current CRM solution. They […]

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October 17, 2022

The 20 best tips for you to crash your CRM project. For sure.

These are the kind of excellent ways to wreck apart your CRM project. If we were really being honest about CRM initiatives performance, we may be wondering why some projects result in very strong benefits – growing profit or reduced […]

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March 8, 2022

Is your organization ambitious enough to deal with the new customer engagement narrative?

With the rise of digital business models, ecosystems, and the greater maturity in technologies such as AI, most organisations are forced to revisit their business models and the way they engage with customers. In this paper, I am exploring some […]

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February 7, 2022

Artificial Intelligence in Customer Service

Comments on Gartner’s three important ways Artificial intelligence (AI) can benefit Customer Service Operations. Gartner has recently published an engaging article on Artificial Intelligence (AI) in Customer Service operations (Dated 19 January 2022). This article is available online on Gartner’s […]

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December 16, 2021

CRM systems are increasingly powered with Artificial Intelligence (AI)

It should be no surprise to anyone if I add Artificial Intelligence (AI) into the top list of trends impacting the CRM world. AI systems have become a reality and are maturing quickly. For most of us, as consumers, Artificial […]

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March 26, 2021

Why bridging the business-technology gap is critical

It is clear that becoming digital “by default” requires most organisations to rethink the way they work. Best-in-Class bring together business and IT to work together to both develop strategy and deliver technology. It seems obvious from this survey by […]

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October 19, 2020

PostNord: Exploring Customer Experience and Business Agility

Customer Experience and business agility is the topic I am exploring today. In a recent post, I was discussing some of the options organisations have today to address the changing customer engagement paradigm across their value chain. I was arguing […]

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Latest posts

  • No grey zone: All business, process and functional requirements for a CRM platform must be business-led.
  • How on earth can organisations become both more digital and more human-centric at the same time?
  • How I discovered the underlying complexity of integration in digital transformation projects. 😏
  • I care about business users…
  • If your key account plans are integrated into your CRM to drive day to day sales, then you know you’re on the right direction

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