Kate Leggett

Where do you go from here, CRM technology?

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what the future holds for CRM. Here is the third and last part of my answers, as well as a link...

The evolving successes of CRM – Part 2 of 3

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what the future holds for CRM. Here is the second part of my answers, as well as a link to the...

CRM: The Challenges We’ve Had; Our Issues Today – Part 1 of 3

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has now changed to make deployments successful, and what the future holds for CRM. Here is the first part of my point of view, as well as a...

A Good Customer Service Experience Is Easier Said Than Done

Customers today are empowered. They want to decide how they interact with companies that they do business with. That means that not only does a company need to provide the goods and services but also the tools and culture to make customer service a...

Clear Messaging And Execution Strategy With Microsoft Dynamics CRM 2011

Microsoft was kind enough to invite me to Microsoft's Dynamics Fall Analyst Event — a two-day event packed with product, strategy, customer, and partner information. The focus was clearly on Microsoft Dynamics CRM 2011. This product and the go-to-market strategy are clear and focused....

Microsoft Dynamics CRM 2011 is Poised to Succeed

Microsoft was kind enough to invite me to their Microsoft's Dynamics Fall Analyst Event – a 2 day event packed with product, strategy, customer and partner information. Their focus was clearly on Microsoft Dynamics CRM 2011. This product and their go-to-market strategy are poised...

Is email dead? Perhaps in the SCRM world. If not, follow these email best...

Consumers generally hate email for customer service - so much so that some analysts have said that email is dead, and has been replaced by the live assist channels like chat or SMS/MMS. Or in the new world, there is Twitter and customer service from Facebook. Why...

Self-Service: My New Bank Really Seems to Care About Me (and Yet We Never...

I just moved my money to a new bank—a non-traditional, Internet bank where all business is done via web self service or email—and I have yet to speak to an agent. Even without the traditional personal touch, I feel good about this bank. The...

Harness the Power of Technology for an Exceptional Customer Experience

My 13-year-old daughter tells me that I am an aging technology neophyte. Yet, I was able to go online to purchase my first smart phone and upgrade our family calling plan without talking to a human being. Like many baby boomers, I'm resigned to...

Wouldn’t It Be Great If Bankers Used the Available Technology to Get to Know...

I've been with my bank for a very long time—out of convenience. There is a branch within blocks of my home. I have a checking account, a savings account and several CDs, and the institution has held my primary mortgage for the last 10...

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