Chuck Schaeffer

How Change Really Happens in a CRM Software Implementation

Change is a process not an event. That's why change management plans must adapt and be tailored to each stage in the project life cycle. Enterprise software deployment phases vary by implementation methodology, but for purposes of illustrating change impact during a CRM software...

Why Change Management For CRM is in Need of Change

Change is the impetus behind improvement, innovation, evolution and viability. Customers and markets are rapidly evolving. If businesses are not following suit, they are falling behind and deteriorating. However, even with this reality, change is often endorsed by the few imposing the change and...

CRM Consolidation — Getting From CRM Siloes to Enterprise Wide CRM

A common challenge of large and global companies is the consolidation of many separate and siloed CRM systems into a single, enterprise-wide CRM application. Many times large or decentralized organizations accumulate separate CRM systems via acquisitions or departmental initiatives. At some point in time,...

The Future of CRM Software

Customer Relationship Management is a business strategy aimed at growing mutually rewarding and profitable customer relationships. CRM software is the enabling technology for CRM strategy. However, there's a disconnect as most CRM software is internally focused on what's good for the company and lacks...

Microsoft Dynamics CRM 2016 — What Matters Most in the New Release

Microsoft released Dynamics CRM 2016 today. The goals for this release include improved integration with Office 365 and Azure machine learning; new customer service capabilities; continuation of mobile; inclusions of the recently acquired FieldOne and FantasySalesTeam applications; and a list of new CRM enhancements...

Retail Robots Converge the Digital and Physical Shopping Experience

Optimus Primates Converge the Digital and Physical Shopping Experience According to IHL, overstocks and out-of-stocks (aka inventory distortion) cost global retailers $450 billion annually, or $252 billion just in North America. That later amount equates to the annual revenues of Home Depot, Kroger and Target...

Design Thinking Applied to CRM

How Design Thinking Aids Customer Strategies and Customer-Centric Business Models Design thinking is nothing new, however, it is relatively new to enterprise applications. The cognitive design practice driven by organizations such as IDEO has heralded design innovations such as the computer mouse, ergonomic keyboards and...

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...

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