Comments for CRM Mastery e-Journal

Comment on 10 Rules To Creating a Customer-Centric Culture by diyugg

diyugg — Fri, 05 Feb 2010 08:07:36 +0000

Love this post and love the poster! It has an interesting little history – I love tidbits like this. Thanks!

Comment on Four Reasons for an Information Concierge by Jamieson Chandler

Jamieson Chandler — Sat, 30 Jan 2010 00:48:04 +0000

Great post and great comment.

Public, academic and corporate librarians have indeed been providing these services to their patrons, students, colleagues for hundreds of years. The rate of technology change and the unyielding avalanche of available information (and misinformation for that matter) have changed their job descriptions and necessitated an expertise in adopting new technologies to better serve their patrons.

Comment on CRM Project Plans – Where Does It All Go Wrong? by MarenKate

MarenKate — Fri, 29 Jan 2010 09:42:43 +0000

Thanks for the points. I have a team and i think i’ll be needing this kind of informations to make them effective.

Comment on CRM Tips: Don’t Let Leads Die Prematurely by Jim Berkowitz

Jim Berkowitz — Thu, 28 Jan 2010 18:00:50 +0000

Check out http://www.zoho.com/crm/index.html There is a FREE version for up to 3 Users.

Jim

Comment on Four Reasons for an Information Concierge by Jody Pellerin

Jody Pellerin — Thu, 28 Jan 2010 02:29:32 +0000

There are already people who are trained to do this. They are called librarians. And, rather than die out as a career choice, it is beginning to look like librarians and others with these skills are very much needed.

Comment on Social CRM Must Change How Processes Are Developed by Jeff Marmins

Jeff Marmins — Fri, 22 Jan 2010 04:32:39 +0000

This discussion is where the real business is – where “social media” integrates into CRM and SFA. Relationship development and relationship management is where business really takes place. True, Social Media Marketing can encompass lead generation and “above the funnel” activity. Truly understanding where social networking and social technology fit into your prospect and customer interactions – and that this decision lies in their hands and not yours – is the centerpiece of “web 3.0.”

Comment on Measuring Happiness: On the Road to Customer Satisfaction by Thomas Trevino

Thomas Trevino — Thu, 21 Jan 2010 15:14:01 +0000

This was a good explanation of the value of referrals!

Comment on Social CRM Must Change How Processes Are Developed by Thomas Trevino

Thomas Trevino — Thu, 21 Jan 2010 15:02:40 +0000

This is very good. Social CRM is beginning a whole new wave of customer service and interaction that can change the face of how business is done.. Thanks for sharing

Comment on Protect Your Brand & Reputation With Brand Monitoring Technology by Nick Stamoulis

Nick Stamoulis — Wed, 20 Jan 2010 14:49:30 +0000

All it really takes is one slip up online and all of a sudden you can find yourself as a brand really trying to clean up a significant mess.

Comment on How To Implement a Proactive Customer Support Strategy by Barry Dalton

Barry Dalton — Mon, 18 Jan 2010 17:31:55 +0000

Jim,
All good advise. I’d take it even a step further. I think one of the strategic imperatives of customer service and support is to identify and lead the elimination of the upstream errors that drive customer dissatisfaction, and thus support interaction volume and cost.

Not many organizations I’ve witnessed are structured to facilitate this. Nor is customer support typically empowered to influence these upstream functions such as design, manufacturing, AR, sales, etc. Many customer services organizations have invested in Lean Six Sigma programs. But the focus of those efforts is internal. The better use is to direct the reengineering effort to external drivers.

Then, investment dollars can be directed to improving the customer experience in other areas as a competitive differentiator.

thx again
barry