Harvard Business Review

AUGUST 24, 2016

Whether you’re a corporation, a nonprofit or a government agency, chances are that your approach to customer relationships at a system-wide level begins and ends with CRM (customer relationship management) software — yet its implementation rarely does much to foster real relationships. It’s a result of misguided strategy.

CRM 8

CRM Execution CTO Metrics 8

N2Growth Blog

APRIL 2, 2010

With each major advancement in technology, communications, or business practice we find ourselves yet again at this all too familiar precipice. One of the things I look most forward to is watching Chris continue to develop and refine his thoughts as the medium advances and matures. link] Allan W. link] Allan W.

Media 318

Media Blog Tools Influence 318

Skip Prichard

JUNE 28, 2019

And instead of assigning a high-variety group from inside and around their organization to develop solutions, they’ll tend to go to the usual suspects, keep the group small, and rely on what they see, know and believe (which, with complex problems, isn’t nearly enough). Leadership Tip: Don’t be afraid of how people will react.

Sull 71

Sull How To Insourcing Sharpe 71

Strategy Driven

MAY 28, 2014

it might be just a resource); Social believes that by engaging in relationships over time and developing trust, followers will come back when they are ready. I then developed Buying Facilitation ® to add to the front end of the sales model. Facilitative Questions are a type of criteria-recognition and choice format I developed.

Marketing 81

Marketing Consensus Content Follow-up 81

Eric Jacobson

MARCH 18, 2013

WTF is incredibly relevant and timely because Solis explores the non-stop transformation happening in business today, driven by new social and mobile technologies. Solis : Most businesses are merely reacting to the rapid evolution of technology rather than trying to create engaged customer experiences throughout the life-cycle.

B2B 56

B2B B2C Technology CRM 56

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. Example: Jim’s firm has used the same CRM software for ten years.

CRM 8

CRM Brand Business Model Intangible Assets 8

Steve Farber

DECEMBER 16, 2016

We’re the ones who have to clean up the messes he makes when he freaks out, intimidates, or even runs off someone on our team, and we’re the ones who have to make sure that our agents are bringing in the numbers in spite of Cam’s leadership, not because of it. Rich stared at Sergio with raised eyebrows. “I’m Right, sugar?”.

CRM 40

CRM Competitive Advantage Fashion Follow-up 40

Steve Farber

DECEMBER 16, 2016

We’re the ones who have to clean up the messes he makes when he freaks out, intimidates, or even runs off someone on our team, and we’re the ones who have to make sure that our agents are bringing in the numbers in spite of Cam’s leadership, not because of it. Rich stared at Sergio with raised eyebrows. “I’m Right, sugar?”.

CRM 40

CRM Competitive Advantage Fashion Follow-up 40

Steve Farber

DECEMBER 9, 2016

We’re the ones who have to clean up the messes he makes when he freaks out, intimidates, or even runs off someone on our team, and we’re the ones who have to make sure that our agents are bringing in the numbers in spite of Cam’s leadership, not because of it. Rich stared at Sergio with raised eyebrows. “I’m Right, sugar?”.

CRM 40

CRM Competitive Advantage Fashion Follow-up 40

Harvard Business Review

OCTOBER 13, 2016

But just when we’ve sorted out preferred management routines, there is an entirely new landscape emerging with technology options central to the work and possibly your business model: work automation. How, when, and where should leaders be thinking about applying the various automation technologies to their businesses?

Disaggregation 8

Disaggregation Insurance Technology CRM 8

Harvard Business Review

DECEMBER 29, 2014

Perhaps the biggest challenge for sales ops leaders is delivering a huge diversity of work, while operating in a constantly changing business and technology environment. •Manage sales force automation and CRM systems and processes. •Evaluate sales force strategies, plans, goals, and objectives.

Offshoring 10

Offshoring Outsourcing Analysis Incentives 10

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. Those failures can mean a lot of things — over-budget, data integrity issues, technology limitations, and so forth. I recently led a working session for a team of executives looking to select a CRM provider.

CRM 12

CRM Project Succession CIO 12

Harvard Business Review

JANUARY 26, 2017

Companies fail to get the most out of the $12 billion a year they spend on sales enablement tools and the billions more on CRM technology. And hiring the right candidates also becomes a problem, especially as new buying processes, driven by online technologies, reshape selling tasks. They changed their hiring/recruiting efforts.

Execution 8

Execution Cost CRM Telecommunications 8

Harvard Business Review

FEBRUARY 12, 2016

People were asked about GM products, upholstery textures, colors, vehicle designs, and technology, and their feedback was incorporated into GM vehicles. How technology is changing the way we work. Weaver’s staff sent three million mailings a year to GM and non-GM customers, achieving a remarkable 25% response rate.

Media 8

Media Automotive Globalization Active Listening 8

Harvard Business Review

NOVEMBER 23, 2015

Marketing technology, automation, and advanced analytics techniques have now reached the level where effective personalization at scale is possible. 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.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

DECEMBER 21, 2011

Your R&D group develops a unique new product. The company holds us accountable for revenues and expects us to develop and maintain the connections to drive sales. Manufacturing produces it. Finance puts the systems in place to track the money coming in. Marketing designs the promotional campaign. Your sales force is ready to execute.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

JULY 27, 2017

This meant that the company was leaving out huge innovation potential — thousands of startups with billions of funding — that could help BMW innovate anything from core vehicle technology (batteries, sensors, artificial intelligence software) to manufacturing innovations (internet of things, cybersecurity, robotics).

Venture Capitalist 8

Venture Capitalist Meyer Innovation Fixed Costs 8

Harvard Business Review

DECEMBER 13, 2017

There are core competencies that every PM must have – many of which can start in the classroom – but most are developed with experience and good role models and mentoring. If the best PMs have well developed core competencies and a high EQ, does that mean that they are then destined for success no matter where they work?

Productivity 8

Productivity Products Core Competence Management 8

Harvard Business Review

MARCH 1, 2016

Make sure that CRM data on prospects isn’t populated with companies that are outside of your target market. But remember, every hour spent developing an opportunity that’s outside your sweet spot is a non-strategic use of time, energy, and resources. It’s a balancing act.

Strategy 8

Strategy Execution How To CRM 8

Ask Atma

JANUARY 2, 2011

They develop action plans. Managing for Value – Governance, change management, organizational culture, communication, leadership. Move towards developing a long-term relationship with a single supplier. CRM has three principal objectives: Acquire new customers. They ask “What’s right for the enterprise?”.

Management 40

Management CRM Objective Human Resources 40

Harvard Business Review

OCTOBER 30, 2018

Getting there requires leadership to invest time and resources into acquiring the right data, systems, and people to build these new capabilities. This data must come from a widely-adopted CRM system and should be analyzed by a robust, modern analytics platform. Globally, how is your CRM system being used?

CRM 8

CRM Content Power Price 8

Harvard Business Review

AUGUST 5, 2015

It’s an inside-out process and CRM systems are there to provide data about progression (or not) through that company’s funnel steps — the famous “pipeline” metrics that dominate so much talk about sales. In each step, sales people are expected to perform a series of tasks, usually sequentially, in order to close.

B2B 8

B2B AIDA AIDAS Disintermediation 8