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Optimizing Customer Experience in a Pluralism of Channels
Everyone’s heard the old saying about customer service. On average, those who’ve enjoyed a good experience will tell one person, while those who’ve had a bad experience tell ten. In B2C industries,...
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Avanade at the Gartner Customer Strategies and Technologies Summit 2012
I’m excited to reveal that Avanade will be sponsoring this year’s Gartner Customer Strategies & Technologies Summit, in London (June 11-12). The summit is a great event every year, showcasing the...
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Why Mobile CRM Matters for Your Business
They’re getting smaller, more powerful, and more in demand. You see them on the train, at local coffee shops, even at your favorite dive bar. Every day we face increasing evidence that tablets and...
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Looking Forward to NRF 2013: What Does the Future Hold for Retail Stores?
What is future of brick and mortar retail stores? That question is surely to be addressed at one of the retail industry’s major conventions soon. On January 13th,, the NRF 102nd Annual Convention...
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Better Together: Mobility, Windows 8 and Dynamics CRM
These are thrilling times for technology. With the launch of Microsoft Windows 8 and the debut of new hardware like the Surface tablet, Microsoft is taking a very calculated leap of faith in the...
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The New Trend of Gamification in CRM – Upcoming Webinar
There has been a lot of talk about what role gamification has and will play in the areas of CRM and especially, contact centers. Gamification is commonly defined as the “use of game-thinking and game...
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Building a Route to CRM Analytics
On the roadmap to customer relationship success is the intersection of customers and insights. This large category of technology discipline involves business intelligence, predictive analytics, and,...
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Sports Leagues Driving Home Wins with CRM
A view of the Melbourne Cricket Ground Seattle is a town that loves its professional sports teams and April means the beginning of baseball season when hopes run high…but disappointment is not far off....
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The New Role of CRM in the Contact Center
The way we work is changing. The ongoing evolution in the access to mobile solutions, new collaboration tools and the increase in reliance on cloud-based applications has radically changed where and...
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Relationship Management: Focus on Outcomes in Your CRM Solution
I once received some valuable advice in the form of a simple question that changed the way I approached many things — “Can you control it? If you can’t, why worry about it?” CRM is all about...
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