Strategy Driven

DECEMBER 18, 2014

Communicating with colleagues, manipulating spreadsheets, entering customer information into a CRM… these are all examples of time-consuming manual processes that can be done better and faster by someone (or something) other than you. Chances are, the solution (and the problem) is literally right in front of you.

CRM 76

CRM Software Efficiency Learning Curve 76

Strategy Driven

JANUARY 14, 2016

I’m selling insurance. Here is another one: Halfway into a sales call, my client got hooked on his own agenda and didn’t hear reality: Prospect: Well, we don’t have a CRM system that operates as efficiently as we would like, but our tech guys are scheduled 3 years out and our outsourcing group’s not available for another year.

Succession 50

Succession CRM Case Study Efficiency 50

Harvard Business Review

SEPTEMBER 21, 2016

Making the situation worse, many companies rely on customer relationship management (CRM) systems that use algorithms to generate sales plays following a trigger event. Too often, the algorithms don’t fully factor in what’s happening in the customer’s world.

Team 8

Team CRM Supply Chain Insurance 8

Harvard Business Review

NOVEMBER 22, 2016

banking and insurance businesses. Those events trigger USAA to contact the customer at just the right time, with just the right offer, such as auto insurance when a customer’s daughter is about to turn 16. A similar story can be told in retail banking, insurance, credit cards, retail, and other industries.

Insurance 8

Insurance P&L Telecommunications CRM 8

Harvard Business Review

OCTOBER 13, 2016

For example, they may involve taking inputs from emails or spreadsheets, processing the information by applying certain rules, and then entering the output into some other business systems, such as an ERP or a CRM. Take, for example, the car insurance industry. Companies can use these cognitive automation technologies in three ways.

Disaggregation 8

Disaggregation Insurance Technology CRM 8

Harvard Business Review

DECEMBER 21, 2011

Sales force complacency and high new salesperson turnover : At an insurance company, tenured salespeople had amassed large territories and now "owned" so many high-potential accounts that they didn't have enough time to provide adequate service and coverage to all of them. But the "salesperson owns customer" model is a double edged sword.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

MAY 16, 2017

Collaborated with University Facilities, Safety & Risk, Risk Manager; ServPro; and Insurance Adjuster to plan and execute clean-up and equipment replacement. Built systems — financial, HR, CRM, PM — to ensure orderly expansion from ten to 150 employees and one U.S.

COO 9

COO Chief Operating Officer Transportation Real Estate 9

Harvard Business Review

MAY 22, 2015

These reports can highlight changes to a hospital group’s insurance-provider portfolio or changes in demographic mix that are affecting revenue and cash flow, while simultaneously identifying room for growth by suggesting changes to a doctor’s workload. Eventually, AI will offer even more complex analysis and advice.

Benchmarking 8

Benchmarking Analysis Report CRM 8

Harvard Business Review

JUNE 19, 2015

In reality, this is just software that can be made to perform the kinds of administrative tasks that otherwise require stop-gap human handling – for example, transferring data from multiple input sources like email and spreadsheets to systems of record like ERP and CRM systems.

Case Study 8

Case Study Software Process Operations 8

Harvard Business Review

OCTOBER 21, 2015

It’s most likely to come from your organization’s transaction systems such as financial systems, CRM, or order management. Many common analytical decisions, such as those about issuing credit by banks or insurance policies, are made entirely automatically. This type of data has probably been analyzed for many years.

Analysis 8

Analysis Supply Chain CRM Banking 8