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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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,...

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...

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...

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...

New Posts