Microsoft Dynamics Is Poised for an Exciting Future

by Jim Berkowitz on November 4, 2012


Last week I had the opportunity to attend Microsoft Dynamics’ Fall Analyst meeting in Bellevue Washington; the annual soiree that Microsoft puts on in order to share about the current state of, and future vision for, their enterprise ERP and CRM business applications.

These are exciting times for Microsoft.   In fact, 2012 has been the biggest launch year in the history of the company.  While Windows 8 and the new Surface Tablets are rightfully garnering a lot of attention in the press, unbeknownst to many, Kirill Tatarinov, the President of Microsoft Business Solutions (MBS), has been building a powerhouse of senior talent that has every intention of making waves in the enterprise software marketplace for years to come.

And why not… Continue Reading on CRMSearch

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CRM + Predictive Analytics: Why It All Adds Up

by Jim Berkowitz on May 3, 2011

Here’s are several excerpts from an article by Eric Barkin about predictive analytics, a subject near and dear to me, that’s definitely worth the read, CRM + Predictive Analytics: Why It All Adds Up:

Though predictive analytics (PA) tools have been around for decades—with a strong uptake historically in telecommunications and banking—demand has risen dramatically in the past couple of years. In fact, any CRM vendor focusing on a business-to-customer-facing client base must incorporate some PA into its offerings in order to build staying power.

Traditionally much of the ROI derived from PA involves “maximizing the lifetime value of a customer,” which in many cases refers to customer retention. That means intervening with a next-best offer when a customer appears likely to turn away from a provider or making the right offer once the customer has announced his intention to break ties. In some cases, it’s vital to determine when a customer seems likely to leave before he says anything…
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Here are several excerpts from an article by Mike Wittenstein, Mobile Monday: Apple Store App, about The Apple Store’s New Mobile App:

In the Store section, you can do much more than find the closest store. You can schedule an hour of tech support, one-on-one assistance or do training — at any store in the country.

Inviting customers to be part of the scheduling process makes life easier — and more profitable — for everyone. When you know who is coming and when, labor planning is much easier, customers are happier and employees are much less stressed. In the end, you get a better customer experience and a better bottom line. Isn’t that what retail customer experience is all about?

The reservations process is intuitive and fast. One tap on the blue button and you’re in. Set the date and time from the list of available slots (you can change stores if the schedule at one store doesn’t suit you) then confirm.

It’s not just the app that makes this work — it’s store systems and well-trained staff…
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Is Vertical CRM Right For Your Organization?

by Jim Berkowitz on January 26, 2011

Whenever I’m coaching a business through the process of selecting a CRM solution, one of the things that I always have my clients consider is whether or not they should evaluate vertical CRM solutions; solutions that have been designed specifically for their industry or organization type.

Generally the decision is made based on an evaluation of how much configuration and customization will be needed by the organization (to meet their key requirements), if they go with a horizontal/non-industry specific solution, (like “standard”, versus the additional cost of buying and configuring a vertical/industry specific solution.

Sometimes the vertical solution has a lot of functions and features that are not important or needed by the organization and they feel that they would be paying for a lot that they don’t need.  In those cases the cost to configure and customize a horizontal/non-industry-specific solution is often much less then going with the vertical CRM alternative.

Likewise, when a vertical solution offers just what they need, the decision to go with a solution that offers this extended functionality can be a no-brainer.

Here’s some food for thought about this subject that I found while perusing CRM news this morning; One Size Doesn’t Fit All: Vertical CRM Is The Answer.

Let me know what you think about all of this by commenting on this post!
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Here’s a brief outline of a recent webinar, Mac McIntosh, Founding Partner of AcquireB2B, and Jep Castelein, Founder of LeadSloth, and new Principal Consultant at Marketo, discussed the Top 7 Ways To Utilize Marketing Automation To Generate More Sales Revenue. You can download the full webinar here:

  1. Nurture your leads to get 3 out of 4 sales opportunities that come from prospects with longer-term needs.
  2. Use outbound marketing to follow up, nurture and qualify your inbound leads.
  3. Use marketing automation driven campaigns to generate more referrals.
  4. Use marketing automation to upsell, cross-sell, and resell your existing customers.
  5. Increase sales productivity.
  6. Get more out of acquired lists.
  7. Reactivate old leads.

Check out the complete article from Katie Byrnes.

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Social CRM Adoption Slow but Adopters Enjoy Advantage

January 18, 2011

Tweet Here are several excerpts from an article by Brendan B. Reed about a recent social CRM study conducted by SugarCRM, Social CRM Adoption Slow but Adopters Enjoy Advantage: A new study by SugarCRM, the 2010 Social CRM Survey reveals that less than one-third of firms have incorporated social network outreach into their CRM systems. […]

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Sprinklr Social Media Management Is “All The Rage”

January 12, 2011

Tweet Talk about flying under the radar– Sprinklr’s Enterprise Social Media Management (SoMeMa)  solution may still be in stealth mode but I got a chance to get a briefing from its Founder and CEO Ragy Thomas yesterday that quite simply wowed me. Ragy, by the way, was the CTO of e-mail service provider Bigfoot Interactive […]

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Is Microsoft Dynamics CRM 2011 Catching Up to

January 10, 2011

Tweet Microsoft is on the verge of releasing the new version of its CRM product, Microsoft Dynamics CRM 2011 at the end of January.  Similar to the existing release, Microsoft Dynamics CRM 2011 will come in two versions:  Online (Microsoft’s “Cloud”-based offering) or On-Premise (Microsoft’s version of CRM that is installed on your own or […]

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Kickstart Your Online Community With Your Offline Customers

December 14, 2010

Tweet Here’s a synopsis of great post by Lucy Beer (@elementalc), Online Marketing Coach, Strategist & Blogger, Kickstart Your Online Community With Your Offline Customers.  Check out the complete post for more. Developing a thriving online community is a challenging task for many small businesses. But if you have a business with an offline component […]

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