Strategy Driven

NOVEMBER 22, 2013

If businesses exist, as the father of Business Management Peter Drucker proposed, “to create and keep a customer,” then success is defined by the relationships you establish with your customers. Here are four fundamentals of creating successful relationships with customers and prospects: Give Undivided Attention. Not you, of course!

Succession 57

Succession CRM Competitive Advantage Drucker 57

Harvard Business Review

OCTOBER 28, 2016

But in the enterprise world, data has traditionally been siloed, unwieldy, and manually entered into database systems such as customer relationship management software, or CRM. And other than moving from on-site to the cloud, CRM has not changed much since its inception in the 1990s. What if CRM as we’ve known it is dead?

CRM 8

CRM Software Health Care Retail 8

Skip Prichard

JUNE 28, 2019

This easily leads to miscommunication, misunderstanding and misalignment (from the start) about what the problem is, what success looks like, why it matters, and what’s at stake. Apply these 8 key success factors for execution in the complex domain. ” The Power of Questions. Too many things are changing too fast.

Sull 71

Sull How To Insourcing Sharpe 71

Strategy Driven

DECEMBER 13, 2013

Solution : Share your accomplishments and the spotlight with those who contributed to your success. Solution : Congratulate others on their successes instead of stewing on what you haven’t yet accomplished. CRM pioneer Mike Muhney, the co-creator of ACT! Not you, of course! People are attracted to authenticity.

Management 64

Management Reputation CRM Competitive Advantage 64

Harvard Business Review

AUGUST 9, 2012

The history of Customer Relationship Management (CRM) systems holds valuable lessons. The first wave of CRM systems got a boost with success stories in an HBR Article (" Automation to Boost Sales and Marketing ") in 1989 by Moriarty and Swartz. Learn from their successes and failures. It depends on how you go about it.

CRM 13

CRM Micromanagement Technology Maturity 13

Harvard Business Review

MAY 2, 2017

And, of course, it looks cool — both inside the organization and to outsiders. As an analogy, think of sales and marketing and the rise of CRM. Among other reasons, companies build CRM systems to avoid contacts, histories, and networks of relationships leaving the company together with the salesperson.

Innovation 9

Innovation Social Capital CRM Tacit Knowledge 9

Harvard Business Review

JUNE 22, 2017

Of course, not everything is different. The last decade, of course, was the era of big data. They might draw from CRM systems to evaluate the lifetime value of a customer, for example, or optimize pricing based on supply chain systems about available inventory. But we’re here to talk about technology.

Open-book 8

Open-book Software Supply Chain Technology 8

Harvard Business Review

AUGUST 20, 2018

But the very thing that many of us don’t wish to do — because we believe it could negatively influence our image or success — can often be effectively used to do just the opposite. OOO messages can be an incredible tool to fuel your success. Very rarely, I’ve received a more aggressive autoresponder (.00001%),

Conference 15

Conference CRM PR Cooper 15

Harvard Business Review

MAY 19, 2014

It lies behind successful product companies like Apple, Dropbox, and Kickstarter, but it can also lead entrepreneurs predictably to failure. Consider, for example, two successful companies that at first seem to result from performance-gaps: Dropbox and Oculus VR. Oculus, of course, was wildly successful.

Entrepreneur 9

Entrepreneur Advice Disruptive Innovation CRM 9

Harvard Business Review

DECEMBER 26, 2013

You move out of your comfort zone, away from the known, and at every step you have to stop, reevaluate, and recalibrate your course. Vision” implies you have a view of exactly where you want to go and you chart a course accordingly, like plotting a journey on a map, a straightforward road with no distractions, roadblocks or alternate routes.

Venture Capitalist 11

Venture Capitalist Conference CRM Career 11

Strategy Driven

MARCH 11, 2013

START YOUR TRAINING SESSIONS LIKE THIS: Here are two things most people don’t know about themselves AND their success. Not you, of course! That’s a bunch of baloney! You can email me that. HR REALITY: Train me about me. My attitude, my personal pride, my happiness, my opportunity. Information I can use NOW and LATER. Which are you?

How To 50

How To Short-term Customer Loyalty Training 50

Harvard Business Review

JULY 19, 2013

Of course, this response would be fine if the challenge were merely to deploy technology (on time and to budget) and ensure it continues to function properly for as long as required. Of course not! The basic requirement for success with enterprise IT has changed little over the decade. They never have! There is no magic bullet.

CIO 8

CIO CAPEX Budgeting CRM 8

Harvard Business Review

OCTOBER 13, 2014

When we think that a particular course of action is the correct decision, our human tendency is to interpret any available information as supportive of that course of action. Say you introduce an innovative new customer-relationship-management (CRM) tool for your sales force, and revenue increases by 15%. Maybe or maybe not.

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

JULY 12, 2012

There were four tactics I wanted to be laser focused on to achieve this mission: Hire the same successful sales person every time. Of course intentions are one thing; execution is another. Hire the same successful sales person every time. These characteristics are prior success, intelligence, work ethic, and coach-ability.

Team 14

Team Analysis CRM Quality 14

Harvard Business Review

DECEMBER 13, 2017

Because I teach a course on Product Management at Harvard Business School, I am routinely asked “what is the role of a Product Manager?” Defining and tracking success metrics. In fact, it is taking these skills and personality traits and applying them to the right company that will ultimately guarantee success.

Productivity 8

Productivity Products Core Competence Management 8

Harvard Business Review

JANUARY 29, 2013

At one global technology services firm, salespeople grew furious with a CRM system whose new analytics effectively held them accountable for pricing and promotion practices they thought undermined their key account relationships. The arguments over numbers are really fights over accountability and its consequences.

Resistance 8

Resistance Organization Supply Chain CRM 8

Harvard Business Review

JULY 27, 2017

Talented founders know that corporations simply cannot replicate the deep experience private VCs have in starting companies, nor their expertise in assisting startups with complex challenges such as deal making, business modeling, resolving disputes among founders, executing a successful IPO, and so on. A New Name and a Unique Brand Identity.

Venture Capitalist 8

Venture Capitalist Meyer Innovation Fixed Costs 8

Harvard Business Review

NOVEMBER 23, 2015

In addition, traditional CRM systems, built on more rigid, relational databases, often don’t have the flexibility or scalability to manage vast piles of structured and unstructured data. Of course, it’s not enough to gather insights, even at a massive scale. Providing the Right Functional Support.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

APRIL 15, 2013

Innovative digital marketing approaches in social media, CRM, and other areas dominate the discussion. Of course, there are indeed strong examples of digital converts who have completed this assimilation successfully and built world-class digital marketing organizations that reimagine brand engagement, and even reinvent business models.

CIO 8

CIO Marketing CRM Information Technology 8

Harvard Business Review

MARCH 19, 2015

When you’re shopping around for a new technology — be it a customer relationship management (CRM) program or software to better manage employee timesheets — bear your team’s interests in mind. “You don’t want to send people who are tech-savvy on a course because that’s a waste of time,” he says.

Technology 8

Technology CRM Training System 8

Harvard Business Review

MARCH 27, 2015

The operation was the epitome of transparency — via Salesforce CRM integration, leaderboards displayed the top reps’ progress. Of course, “gamification” has gone in and out of style many times over the past decade, since giving work a veneer of fun doesn’t always lead to better results.

Sports 8

Sports Metrics Retail CRM 8

Harvard Business Review

FEBRUARY 14, 2013

Information is funneled into more and more specialized applications to help us stay perpetually connected to our friends, colleagues, clients, and family (of course not always in that order). What would happen if you combined this sort of broad sentiment analysis with CRM and portfolio data from your most valuable customers?

Software 8

Software Engineering Information Marketing 8

Strategy Driven

JANUARY 10, 2014

You can use the Find My iPhone/iPad app, assuming you originally enabled your device, of course. And of course, there are more things to remember than ever before. Are we willing to risk our livelihoods on our ability to remember the kinds of details that determine our success? CRM pioneer Mike Muhney, the co-creator of ACT!

How To 50

How To FOB CRM Competitive Advantage 50

Harvard Business Review

NOVEMBER 6, 2013

Traditional training courses often fly into cultural walls of hierarchy and formality that prevent managers from falling in line. The types of compliance tools, CRM (customer relationship management) platforms, and supplier network systems a company adopts need to reflect this reality.

CRM 8

CRM Marketing Supply Chain NGO 8