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Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social [...]
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
Fifty percent of CRM Projects Fail.
Thirty Five Percent of all IT Projects Fail.
Do you know why? Asuret does.
You probably read Michael Krigsman column on ZDNet dealing with failure. If you can say this without smiling, he knows how to fail. He also knows how to prevent it. His company is [...]
No one will ever do things like you do.
Whether you outsource your customer service to a local provider, a Big 3 firm, or a remote company in India it is always the same: someone can do your work for you better, cheaper or faster. It won’t be the same, though.
Unfortunately, outsourcing decisions are [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation
If you had not had a chance to read through previous installments, please do so you can [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design
If you had not had a chance to read through previous installments, please do so you can find the proper context.
OK, so far we have [...]
(If you have not read the previous entry, the introduction to this methodology, you can do so here)
In this second part I want to cover the Strategic Measurement Framework I use.
Most organizations attack customer experiences in the same way: isolated islands of processing [...]
Anyone can put together a customer experience.
It really is not that hard to do.
You document a process, look for some imperfections to work out (if you don’t find any that adds to the cache of the experience being “well built”), create documentation as to what should happen at what time.
C’est fini. An [...]
