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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
