Mike Boysen
Mike Boysen, Boysen
Transforming the experiences of customers and the professionals who support them
The Job-to-be-Done is not an Innovation Framework
Innovation is one of the hottest topics around today; due in no small part to the innovative technology and platforms that allow just about...
What Does the Commoditization of CRM Mean to your Business?
One of the very interesting things to watch over the past 10 years has been the complete disruption of elements within the CRM industry....
Be Careful What You Measure
Here is something that I just read about (again) and have long known it even though I haven't always thought about it. "People don't pay...
The Dreaded “W” of Workflow
Workflow in the CRM world quite often involves a consultant (in cahoots with a willing client) automating everything; simply because they can. I've been...
Marketing, Milkshakes and Innovation
As many of you know, I'm a fan of innovation; whether its product innovation, service innovation or innovative marketing. I've embraced the tenants of...
Standardizing Non-Standard Interfaces
Designing a system, whether it's a hardware system, software system, or organizational system often results in problems where multiple parts of the system interface...
The Social Conversation is STILL in its Infancy
Now that we've all settled down a bit – and even some of the early evangelists have yanked back on the social media solves...
Building CRM Business Cases with Real Options
An interesting academic paper was published back in 2005 called "Using Real Options to Help Build the Business Case for CRM Investment" (h/t Graham...
What is a Business Process, Really?
here are so many people out there who call themselves business processexperts that you have to wonder if discovering, analyzing and designing end-to-end business...
YAP – Yet Another Process
There's a web application out there called YAM (Yet Another Meeting) and I thought it was interesting how the brand essentially tags meetings as...
What is Your Customer’s Problem?
"Does your business have a DropBox problem?" This is the question I was asked in the subject line of a recent email. I almost...
Today’s CRM is Like a Toothbrush
Clayton Christensen, is the famed Harvard professor and creator of the leading theory on disruptive innovation. One of his complementary theories is called Value...
The Fuzzy Front End of CRM
Call me crazy, but I believe customers truly want me (us) to bring innovative ideas to the table. The obstacle we face is that...
To Integrate Systems or to Bridge Systems
A few years back I started talking about widgetizing CRM and Enterprise applications. Basically, I suggested that interfaces needed to be designed to help...
Flow & the Bricklayer
The scenario I present here is often something entrepreneurs face when bootstrapping a new business. Wearing many hats and attempting to please a handful...
Aligning Market Adoption to Buying Behavior
In my last post, I suggested that we need to re-think the buyer adoption curve. I also implied that 80% of active buyers don't...
Re-thinking the Buyer Adoption Curve
Hiding in the dark corners of the marketing world are those who believe that nearly 80% of the available buyers in a market…don't buy....
Re-inventing CRM for the Customer-centric Organization
The CRM industry has always been in a unique position to contribute greatly to the future success of their customers. Yet, numerous studies have...
Improving CRM through a Framework of Questions
Why are you implementing CRM? That's a question – but is it the perfect question? Is there one perfect question? As much as we...
Effective CRM versus Efficient CRM
Over the years the clarion call for CRM was that you must implement technology that would automate your existing sales, marketing and service processes....