Glenn Johnson

Black Holes in the Customer Journey

Getting Lost Between the Silos image credit: Magic Software Enterprises Many companies have the goal of gaining a 360-degree view of their customer interactions. However, ERP users who have integrated CRM data to see the full picture think they have reached the summit only to...

Avoiding 5 Common Mistakes when Integrating Customer Data

In our highly mobile, social and online world, customer experiences occur in real time, across numerous touchpoints and in unstructured ways. Responding to customers in real-time, from a 360-degree view of customer data and interactions is critical to providing an optimal customer journey across...

10 Tips for CRM System Integration Projects

CRM systems integration projects can be very risky. There are at least a dozen oft-quoted industry analyst reports that estimate that the failure rate of CRM projects is between 18 and 69 percent. Projects can go over time and budget when risk factors are...

Leveraging Social Media to Build Customer Relationships and Brand Loyalty

Many businesses have pushed all-in on Social Media. In the high-stakes game of customer relationships and reputation, social media can be an excellent channel for building and retaining loyal customers. Prompt and effective responses to requests for product information, praise or feedback about service,...

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