Kate Leggett

CRM: The Challenges We’ve Had; Our Issues Today – Part 1 of 3

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has now changed to make deployments successful, and...

A Good Customer Service Experience Is Easier Said Than Done

Customers today are empowered. They want to decide how they interact with companies that they do business with. That means that not only does...

Clear Messaging And Execution Strategy With Microsoft Dynamics CRM 2011

Microsoft was kind enough to invite me to Microsoft's Dynamics Fall Analyst Event — a two-day event packed with product, strategy, customer, and partner...

Microsoft Dynamics CRM 2011 is Poised to Succeed

Microsoft was kind enough to invite me to their Microsoft's Dynamics Fall Analyst Event – a 2 day event packed with product, strategy, customer...

Is email dead? Perhaps in the SCRM world. If not, follow these email best...

Consumers generally hate email for customer service - so much so that some analysts have said that email is dead, and has been replaced by the...

Self-Service: My New Bank Really Seems to Care About Me (and Yet We Never...

I just moved my money to a new bank—a non-traditional, Internet bank where all business is done via web self service or email—and I...

Harness the Power of Technology for an Exceptional Customer Experience

My 13-year-old daughter tells me that I am an aging technology neophyte. Yet, I was able to go online to purchase my first smart...

Wouldn’t It Be Great If Bankers Used the Available Technology to Get to Know...

I've been with my bank for a very long time—out of convenience. There is a branch within blocks of my home. I have a...

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