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The Software Formerly Known as CRM?

Blog post by on August 30, 2014

There was a buzz in the air at this year’s CRM Evolution about the sudden realization that Customer Relation Management (CRM) is dead. One of the new replacement terms thrown about quite liberally was the term Customer …

TD Bank Canada Leverages the Awesome Power of Thank You

Blog post by on August 30, 2014

This post was originally featured here on Forbes: It was a good Friday for both employees and customers of TD Bank. [TD stands for Toronto Dominion] Last month over 20,000 TD employees across Canada distributed green envelopes containing a …

Are You Measuring What Matters to Customers?

Blog post by on August 30, 2014

In the northern hemisphere, early September is a natural time to take stock and to set priorities. As our kids go back to school, we adults find ourselves in the same mindset: excited about learning new things, …

The Big Lie about Forecasting

Blog post by on August 30, 2014

I was with a customer last week that is using CRM for “accurate forecasting.” Let me say, before I go any further, that I believe that CRM can help with forecasting. In fact I believe it can …

Are Customer Engagement and Customer Experience the Same?

Blog post by on August 30, 2014

The short answer is, no.The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes. And, it often emphasizes the post-sales experience.Many customer …

It’s not what you say – It’s how you say it

Blog post by on August 30, 2014

A wise man once said… “It’s not what you say – It’s how you say it”. A recent survey by written communications agency, Stratton Craig, revealed that ‘lack of information’ is the biggest turn-off for users when …

6Sense Finds B2B Prospects Using Web Site Activities

Blog post by on August 30, 2014

I mentioned 6Sense briefly in a recent post about vendors who help companies find prospects on the Web. Since then, I’ve had a more detailed briefing, which clarified that their scope extends well beyond prospect lists to …

7 Ideas To Make ‘Thank You’ Work In Your Business

Blog post by on August 30, 2014

Do you want to improve productivity and loyalty in your business? Well, start saying ‘Thank You’! A new report from One4all Rewards says that business leaders who say ‘Thank you’ have more motivated staff, higher rates of staff retention, find …