Liz Roche

IT Can’t Be Customer-Centric Unless It’s Integral to the Business

With the dog days of August upon us, I find myself with a little extra time on my hands. Translation: everyone on my team is on vacation except me, so I'm taking the opportunity to relax and "only" work a normal 40 hour...

IT Organzations Have Their Hands Full

The impact of this month's theme, "Using Technology to Power-up Customer Management," on IT organizations is not trivial. While it's all well and good to plan a CRM technology "ecosystem" (a reference architecture to us technologists), the fact remains that CRM is just...

How Does Jane Shop for an SUV? EMM Lets You Capture Consumer Activity Across...

Jane Doe is in the market for a new vehicle. She's technology savvy and is using the Internet for research. She usually leases her vehicles (every two to three years) from the same dealer. While she's not unhappy with the dealer, she's not particularly...

Getting to Gestalt

I think most of us would agree that a customer strategy often involves technology enablement. The thing is, the urban legends around CRM technology failures persist. Sure, most technologists will tell you that CRM projects have some risk not present in other...

HP’s Demo Days Turn Employees Into “Brand Ambassadors”

The CRM end-game is improved economics between buyers and sellers. Discrete activities, such as great customer service, segment marketing and product cocreation are simply means to that holistic end. So, for CRM economics to work, you must optimize for the integrated CRM system—the customer...

Applying CRM to IT Projects

If we want to create employee fans who will then "sell" to end customers, then we need to make actually turn those employees into fans! And that's not so easy when it comes to IT. It's a fact (at least in my mind) that...

You Might Inhibit Change If…

I think 2008 will be a year of profound technology change insofar as enterprise CRM early adopters are starting to feel real pain around legacy applications – which is to say anything that's been in production for more than 5 minutes. Said pain...

Global CRM: Make the Customer the Design Point

When clients ask me about global CRM, it's almost always in the context of software: Which applications support "internationalization," with features such as double-byte character sets, UI translations, on-demand workflow and flexible currency tables? Sometimes a client will even go so far as to...

Sell Your Salesforce on the Importance of Sharing Information

It was a cool, crisp New England autumn day when I got word from my client (John, the senior vice president of sales at a midsize professional services company) that he was finally ready to address his underutilized, much maligned $4.8 million sales automation...

There’s a Right Way to Select CRM Technology

A client I hadn't worked with for several years recently emailed me, asking me to review his organization's CRM strategy. The client (let's call him Bill), the chief architect at a large California utility, said that, while the company would not replace its existing...

Sales Effectiveness Technology: Underground Railroad or Value-Based Superhighway?

It's a regular Monday morning in mid-April when you arrive at the office full of great ideas for the upcoming week. As the CIO, it's your job to develop and manage the company's technology strategy. You have a seat at the business planning table...

Didn’t Budget for the Latest CRM Trends? There Are Still Things You Can Do...

I've spent my career spotting CRM trends and predicting the impact those trends will have on businesses. I develop trends by assessing multiple factors including: customer expectations and demands, changes in enterprise business strategy, technology market direction and maturity, CRM vendor product roadmaps and...

CRM Helps Formerly Conservative Retail Banking Loosen Up and Win Customers

Retail banking is among the most financially conservative (and regulation-laden) of all vertical industries, and as such, CRM has tended to focus on things like branch automation, fraud detection, straight-through-processing and other internally-focused efficiency plays. Interestingly enough, CRM vendors with a foothold in retail...

Forget E-business; Make the Customer the Design Point With C-business

Back before the dot.bomb and during the heyday of all things "e," I had a lot of fun contradicting analysts who opined that "CRM is dead, long live e-CRM." My point was simple: If you accept that channel integration and hybrid go-to-market systems are...

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