Chuck Schaeffer

The Final Four Competitive Advantages

 By Chuck SchaefferBeing competitive starts by understanding exactly how customers make purchase decisions, what they want from their suppliers, and how you use that information to create or expand competitive advantages. No company can invest in ...

The Productivity and Payback of Employee Engagement

 By Chuck SchaefferEmployee engagement is a top contributing factor to high-performance growth cultures and an undeniable producer of productivity and payback. But what exactly is employee engagement? There is no consensus answer. However, I gener...

How to Measure Customer Centricity

 By Chuck SchaefferCustomer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don't get to decide how customer-centric they are. That's decided by their custome...

Association and Nonprofit Best Practices To Acquire, Grow and Retain Members

Membership organizations, which include associations, non-profits, clubs and other member-based groups, are under increased pressure to acquire and retain members. According to this year's...

Microsoft Dynamics 365 – Hits and Misses in the New CRM Release

Microsoft shared the 2017 Spring (version 9) Dynamics 365 Customer Engagement release (previously known as Dynamics CRM.) From my perspective, the biggest enhancements are...

How to Design Your 360-Degree Customer View

The often cited but seldom realized 360-degree customer view is a holistic customer profile record that captures five types of customer data from across...

The Top Reasons CRM Fails

It's no secret that among the five biggest types of business applications, CRM software has the highest failure rate … by a landslide. The analyst...

Microsoft Dynamics CRM 2017 — What Matters Most in the New Release

Microsoft released Dynamics CRM 2017 today. However, with the new release comes a new name of Dynamics 365 Enterprise customer engagment apps. From my...

Dynamics 365 – The Future of Microsoft Dynamics

Dynamics 365 was announced today as the next generation of Microsoft's Azure-hosted business services. From an ERP and CRM software perspective, Dynamics 365 is...

CRM Software Market Share Report 2016

Customer Relationship Management (CRM) software buyers often consider CRM market leaders to have staying power and be relatively safer bets. CRM software publishers use...

Agile Best Practices for CRM Software Deployments

Agile is a group of principals which promote collaboration among self-organized and cross-functional teams, close customer involvement, iterative and adaptive implementation methods, and the...

Salesforce versus Microsoft Dynamics CRM

A Head to Head Comparison of the Top 2 CRM Systems 1. User Experience Advantage: Salesforce 2. Sales Force Automation Advantage: Salesforce 3. Marketing Advantage: Salesforce 4. Customer Service Advantage: Dynamics CRM 5. Business Intelligence Advantage: Dynamics CRM 6. Platform Advantage: Dynamics...

Agile versus Waterfall for CRM Implementation Success

Comparing Agile and Waterfall CRM Implementation Methods Waterfall implementation methodologies have been the norm for over two decades of CRM deployments. These approaches are often...

How Change Really Happens in a CRM Software Implementation

Change is a process not an event. That's why change management plans must adapt and be tailored to each stage in the project life...

Why Change Management For CRM is in Need of Change

Change is the impetus behind improvement, innovation, evolution and viability. Customers and markets are rapidly evolving. If businesses are not following suit, they are...

CRM Consolidation — Getting From CRM Siloes to Enterprise Wide CRM

A common challenge of large and global companies is the consolidation of many separate and siloed CRM systems into a single, enterprise-wide CRM application....

The Future of CRM Software

Customer Relationship Management is a business strategy aimed at growing mutually rewarding and profitable customer relationships. CRM software is the enabling technology for CRM...

Microsoft Dynamics CRM 2016 — What Matters Most in the New Release

Microsoft released Dynamics CRM 2016 today. The goals for this release include improved integration with Office 365 and Azure machine learning; new customer service...

Retail Robots Converge the Digital and Physical Shopping Experience

Optimus Primates Converge the Digital and Physical Shopping Experience According to IHL, overstocks and out-of-stocks (aka inventory distortion) cost global retailers $450 billion annually, or...

Design Thinking Applied to CRM

How Design Thinking Aids Customer Strategies and Customer-Centric Business Models Design thinking is nothing new, however, it is relatively new to enterprise applications. The cognitive...

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