Chuck Schaeffer

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...

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…

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