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 Association Survey Results by GrowthZone, 58 percent of Associations report a decrease or no growth in membership size. This is...

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 a new user interface (UI), more componentized platform design and new SMB CRM sales and marketing suite. Based on my...

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 channels and systems, aggregates that data to understand what's important to customers, and applies those customer insights to deliver personalized...

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 firms report that 30-50%+ of all CRM deployments fail to achieve their objectives or fail outright. Research also shows the...

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 review and perspective, the most significant new features include customer Insights generated from Azure machine learning, a new visual workflow...

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 mostly a change to branding and bundling. While the ERP and CRM software hasn't changed, the messaging is clear that...

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 market share figures to jockey for competitive position, convey strength and infer buyer confidence. However, most CRM software leadership claims...

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 frequent delivery of incremental software releases. Agile methods are built on the empirical process which embraces the three pillars of transparency,...

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 CRM 7. Tools…

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 visually depicted in cascading or linear diagrams and follow a progressive sequence of phases (for example, Requirements to Design to...

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 cycle. Enterprise software deployment phases vary by implementation methodology, but for purposes of illustrating change impact during a CRM software...

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 falling behind and deteriorating. However, even with this reality, change is often endorsed by the few imposing the change and...

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. Many times large or decentralized organizations accumulate separate CRM systems via acquisitions or departmental initiatives. At some point in time,...

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 strategy. However, there's a disconnect as most CRM software is internally focused on what's good for the company and lacks...

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 capabilities; continuation of mobile; inclusions of the recently acquired FieldOne and FantasySalesTeam applications; and a list of new CRM enhancements...

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 $252 billion just in North America. That later amount equates to the annual revenues of Home Depot, Kroger and Target...

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 design practice driven by organizations such as IDEO has heralded design innovations such as the computer mouse, ergonomic keyboards and...

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