Chuck Schaeffer

CRM Market Share Report 2015

CRM market share is used by vendors to demonstrate leadership, viability and the release of innovation that matters to customers. CRM buyers often consider this metric as an early stage indicator of which vendors to short list. However, more telling than market share position...

The Benefits of Extending IT Governance to CRM Implementations

Governance is often spoken of almost solely from an IT perspective, and I think that it’s large part because it evolved from The Principles of Scientific Management, TQM and ISO 9001 Quality management systems. More often than not, IT governance operates in a model...

How to Design CRM for the User Experience

How long did it take you to learn eBay or Amazon.com? How many manuals did you read? How did that experience compare with learning your CRM application? Consumer technologies have set the standards users expect in their personal and professional application usage. However, when trying...

Best Practices to Rally CRM User Adoption

User adoption is a perennial challenge with CRM software deployments. Slow or low user adoption is a top cited contributing factor to CRM engagements that fail to achieve their objectives, or just fail outright. In my experience, too many executives see the signs of slow...

The Top 2 Needed Shifts to Consumer Product Goods Business Growth Strategies

A Change in Consumer Empowerment Calls for a Change in CPG Growth Strategy There's a lot of business imperatives on the Consumer Product CEO's agenda—things like improved demand forecasting, better performing supply chains, optimized inventory and making omni-channel work to name a few—but I think...

Why Financial Services Strategies are in Desperate Need of Change

An unprecedented shift in consumer behavior now demands a compensating shift in financial services strategy. The rise of consumer technologies such as mobile, social and cloud have empowered consumers with on-demand information, real-time collaboration with other consumers and vetted customer opinions of financial services products,...

Why Retail Strategies are in Desperate Need of Change

Accurately Responding to Market Change to Create Competitive Advantage Retail strategy is at a reset moment. Historically, retail CEOs have designed business strategies by creating differentiation among the 8 primary factors of location, store, merchandise/assortment, visual merchandising, staff, service, mass media and communications, and price....

The Future of SugarCRM

End of Year Musings with Larry Augustin It’s the end of the year and I had a chance to catch up with SugarCRM CEO, Larry Augustin, and explore some of his thoughts for the future – both for the CRM industry and SugarCRM. Larry provides…

Microsoft Dynamics CRM 2015 — What Matters Most in the New Release

Today Microsoft released Dynamics CRM 2015. In my opinion, the Dynamics CRM 2013 release was the most significant since the first Microsoft CRM introduction in 2003. The prior release applied consumerization technologies to profoundly change the user experience, finally began to get serious about mobility...

CRM Adapted To Veteran Relationship Management

How CRM Serves Those That Have Served On this veteran's day I'm pleased to share how one organization's innovative use of CRM is improving the lives of military veterans. Two recent wars, including America's longest war, have culminated to create a large and growing population…

A Retailers Guide to Best In Class Retail Technology Management

The retail technology landscape is beginning to catch up to the business drivers changing the retail industry. Make no mistake, the retail industry in incurring unprecedented change. The consumer is more connected, informed and empowered which has forever changed the balance of power. Brand...

The Sales Performance Bell Curve — and How to Grow Sales by 80%

There's a long standing myth that your top 20% of sales staff deliver 80% of the sales. However, that statistic is not supported by the research. CSO Insights offers the best sales performance research available and when I recently spoke with CSO Insights partner...

Contract Lifecycle Management Software

From CPQ to CLM – The Next Step in the Manufacturing Sales Journey My prior blog posts discussed CPQ software benefits and CPQ software best practices. I’m going to continue this manufacturing sales automation thread further with the next step in the journey which is...

Microsoft and Salesforce.com = BFF?

A Press Conference Partnership There’s lots of chatter about today’s partnership announcement by Microsoft and Salesforce.com. From my perspective the announcement itself is yawn-worthy, but looking a bit deeper it does show strong signs in how the CRM software industry is evolving, and how the...

CallidusCloud Marketing Automation

 By Chuck SchaefferThe Potential for Much Needed Marketing Software Innovation The marketing automation software space is getting pretty crowded. And notwithstanding the fact that the technology offers a tremendous demand gen opportunity to acquire more leads for the top of the funnel and potentially increase...

How to Design CRM Software for Financial Services Companies

CRM for financial services is like CRM in no other industry. Financial services CRM is all about KYC (Know Your Customer), onboarding, householding, AML, FATCA and other processes that have no similar comparisons in other industries. I'm going to use this blog post to show...

Retail CRM (Finally) Comes of Age

Yogi Berra once advised "In theory, there’s no difference between theory and practice, but in practice there is." Retail CRM has become an underlying platform supporting proven business development strategies — such as omni-channel communications, customer experience (CX) management, social media engagement, loyalty programs, retail...

Best of Microsoft Convergence

Dynamics CRM Highlights and Take-Aways Microsoft Convergence returned to the Georgia World Congress Center and ended today with a flurry of announcements and product plans that made this 18th Convergence far more notable than most. I'll use this blog post to comment on the big...

Converge Enterprise CRM – The Next Up and Comer?

By Chuck SchaefferA Vendor Solution Brief There’s no shortage of new-comers to the CRM software industry. At last count, I tallied up over 240 CRM software products. What keeps these start-ups coming is an $18 billion industry with double digit growth and truly innovative ways...

Lead Distribution Best Practices to Decrease Lead Leakage and Increase Top Line Revenues

Lead Transfer Best Practices to Decrease Lead Leakage and Increase Top Line Revenues In my prior blog post I shared my lead scoring framework. Just as accurate lead scoring is a prerequisite to delivering sales-ready leads to the sales force, sales transfer and follow-through is...

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