Chuck Schaeffer

A 10 Step Framework to Accurate Lead Scores

Lead scoring is the process of ranking a leads fit, interest and propensity to buy by assigning or removing point values to the lead based on explicit (demographics and profile fit) and implicit (behaviors and activities) attributes. Successful lead scoring enables marketing to prioritize leads,...

How To Succeed with a Voice of the Customer Program

Using Voice of the Customer (VoC ) to improve the CX and your bottom line Voice of the Customer (VoC) programs have become a strategic asset for the most forward thinking and customer-centric CEOs, CMOs and customer experience leaders. In fact, in the 2013 Best...

Technology to Increase Customer Spend, Retention and Lifetime Value

What's it worth to your business to increase customer lifetime value (CLV) by 20%? At least 20% to the top line and probably double or triple that to the bottom line? What's the financial impact if you increase customer retention by 20%? And more...

The strategic importance of measuring Customer Lifetime Value

I've often referred to Customer Lifetime Value (CLV or LTV) as the loneliest CRM key performance indicator, which is particularly troublesome as this metric is forward looking, identifies both the degree of customer-centricity along with customer upside potential, and can be a catalyst for...

Mobile CRM – Why it Fails, and How to Succeed

In terms of mobility, 2013 was the year vendors shipped more than 1 billion smartphones. Closely complementing this mobility trend, IDC forecast that tablet sales will reach 227.4 million units in 2013, a whopping 57.7% increase from 2012. Yet for all the mobile adoption,...

eXtremeCRM Conference Recap and Take-Aways

It's the final day of the eXtremeCRM conference and there's a lot to share. But first maybe a little positioning. The brainchild of long-time Microsoft channel advocates Christy Spokely and John Verdon, this community kicked off in 2010 and in only three short years has...

CRMUG and CRMPC Conference Recap and Take-Aways

It's the final day of CRMUG in Tampa. I'm writing this blog post to share my experience at the event as I think many more in the Dynamics community would enjoy experiencing this event themselves. According to MC and Dynamic Communities CEO Andy Hafer, this...

Microsoft Dynamics CRM 2013 — Hits and Misses of the New Release

Microsoft is rolling out Dynamics CRM 2013 Online along global regions and today it arrived to North America. The newest Microsoft CRM release, previously code named 'Orion', delivers some key improvements from the prior Dynamics 2011 version. Here's my take on the top 5...

6 Methods to Grow Revenues Using Social Marketing

Chief Marketing Officers are looking for innovative techniques to fill the top of the funnel with targeted leads, and social marketing offers a unique opportunity that many are considering within a broader integrated marketing mix. In fact, social media spending as a percentage of...

7 Steps to Jump Start Your Social Selling Strategy

Social selling is about applying the information available in social channels to aid your sales strategies and pursuits. This information includes prospect or customer social comments of all types, including questions, frustrations, concerns and inquiries, and tends to be both candid and desirous of...

Best Practices in Sales Pipeline Management

How Small Changes in Pipeline Management Make Big Changes in Top Line Revenues Sales pipeline management and optimization are tasks that many sales managers have left unchanged for years—which is unfortunate as even small adjustments in pipeline management can yield substantive changes to top line...

How to Grow Revenues with Marketing Automation Software

The Panacea, Pitfalls & Potential of Marketing Software It's been my experience that when aligning technology to support revenue enhancement projects, applying both creative thinking and lessons from complimentary strategies and technologies can collectively deliver the biggest top line revenue impact. For example, as Chief…

Microsoft Dynamics CRM 2013 Release and Roadmap

Microsoft Worldwide Partner Conference Reveals CRM 2013 Microsoft's WPC shared progress to date and a roadmap for Dynamics CRM's future. Dynamics CRM now counts 3.5M users and almost 40,000 customers, and show no signs of slow down. As of Q3, FY2013, the CRM solution achieved…

Marketo Ups the Ante in Marketing Automation Software

Marketo Customer Engagement Release Today Marketo delivered its newest marketing software release, something the company calls the Customer Engagement release. This marketing software release continues to address the business challenge of buyer engagement. A challenge that is both fluid and increasingly difficult. We all know…

CRM For Life Sciences — Challenges and Benefits

CRM Software For Pharma, Biotech, Cosmetics and Medical Device Companies My experience in deploying CRM and social CRM solutions for life sciences companies leaves me with two initial take-aways other life science CRM adopters should consider. First, CRM for Life Sciences is a combination of...

Salesforce Shakes Up the CRM and Marketing Automation Industries

Salesforce.com Acquires ExactTarget Salesforce.com shook up both the CRM industry and the closely affiliated marketing automation industry today. While many including myself have been predicting for some time that Salesforce would acquire a marketing automation software vendor, I'm not aware of anybody that predicted it...

Oracle Strategy Update and Review

Update From Oracle Industry Analyst World 2013 I'm on the return flight from Oracle Industry Analyst World and putting some thoughts to the keyboard. Oracle used the 2+ day event to share their vision, update their progress, have customers share their stories and gather feedback...

Why You Need Marketing Automation Software

The Business Case for Marketing Automation Systems Nearly 9 out of 10 B2B buyers now begin their purchase process online. They initiate their buy cycle journey using search to find independent product reviews, asking friends in social networks who they recommend and reading customer forums...

KANA – Takes The Next Step in the Customer Experience Journey

KANA Enterprise Release Biggest in Company's History Less than a year ago Kana acquired Sword-Ciboodle. Following the acquisition the company announced that the complimentary products would deliver a richer solution and that the acquisition would shave 12 to 18 months off the combined product roadmaps....

The CMOs Top 3 Objectives

A Threefold Approach to Maximize Stakeholder Interests and Strategic Value There's a lot of talk about the rapid changes facing marketing, and how marketers should become more social, data driven, aligned with revenues, and accountable. And there's a lot of merit in these recommendations. However,...

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