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Over the last 15 years, I have worked with hundreds of organizations and 1000s of CRM users, and surprisingly, CRM implementations, for the most part, have not changed much from 1998 to 2013: Implementing a CRM system must include fundamental changes to your organization. Read More

I was recently asked what I believe drives a successful CRM implementation.  Is it glitzy software?  Is it solving a big problem with a lot of ROI?  Is it having a project sponsor that pushes CRM down the corporation’s throat?  ... Read More

 ... then you have to change something in your business.  I short rant on ineffective CRM implementations. Read More

In their reluctance to change, or their fear of change, companies avoid the process and culture sides of a CRM implementation and simply implement features and functions, basically keeping the Mark Twain adage alive: "If you always do what you've always done, you'll always get what you've always go Read More

The age-old question of whether or not higher customer satisfaction leads to superior economic returns raises it’s head again as companies invest in CRM strategies and CRM software implementations.  Read More

Due to the recent popularity of our new CRM webinar “What is CRM? And 10 Reasons why CEO’s should be demanding it.” I have come to the understanding that many are struggling with a definition of CRM.  Today’s blog post wi Read More

So you decided to make the plunge and implement CRM software, but it is not having the impact you thought it would, what can be done about it?  Read More

90% of customer retention is about communication. Be proactive in your communication (especially about negative communication – price increases, late delivery, back-order) etc. and you will have a customer that “feels” your company. Read More