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From CRM to Customer-Centric – Step 1

“I’m not sure our CRM project has anything to do with customers at all. But, if it does, it is something we are doing to our customers, not for our customers.”

That’s what a new client told us in a workshop we delivered to their leadership team. It’s ironic that the most often overlooked stakeholder in CRM projects is the customer!

Read on for one simple starting point for putting the "Customer" back into CRM.

Customer Experience Engagement Obsession Centric First

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What Acupuncture Taught Me About Organizational Culture

Corporate culture. We know that great ones produce great products, great places to work, and great customer experiences. But what causes cultural problems, and what are some practical steps to take to turn the corner? In this article, we look at what business culture can learn from ... acupuncture!


Business Culture - How to create a great one

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Digital Leadership: 7 Tips for Better Internal Communication

The way we are communicating is changing. And organizational leaders are struggling to keep up.  Let’s take a look together at 7 simple tips, culled from business leaders that we have coached, for becoming a more digitally engaged executive in your organization.

Digital Leadership Engagement Tips


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The Seven Deadly Sins of CRM Adoption

When it comes to CRM and user adoption, there seems to be a false sense of "if we build it, they will come". Not. True. Sure, customer facing employees want and almost always need tools to make the job of serving the customer easier. However, there are so many reasons why CRM doesn't end up either meeting those needs or just causing more work on these already overtaxed resources. So where are we going wrong and how do we begin to turn it around?

CRM Adoption Sins Dynamics 365 Sales
CRM Adoption Sins Dynamics 365 Sales



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Digital Transformation: Start With Why

Digital Transformation. It's a long journey.  And, for many companies, the journey doesn't end well.  Here's a simple exercise to help you make your digital journey more engaging ,and better adopted, for the entire team.

Bullseye - undetstanding why your digital workplace project matters

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Free Image Sites for SharePoint Intranet Articles and Blogs

It’s a fact: using images with your SharePoint blogs and articles improves readership. But finding just the right image can be tough – particularly if you don’t have a budget.  Here are some websites where you can download free images that are professional quality.

Free Photos for Intranet Articles Blog SharePoint Office 365


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Why Enterprise Social Networking? Connecting People to Purpose

Although it has been around for many years now, there are still a lot of misconceptions about what Enterprise Social is all about.  Leaders don't know if it is a valuable business tool, or something that might waste a lot of time.  So today, let's take a closer look at Enterprise Social Networking.

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Field Questions and their CRM Equivalent

How do you ask the right questions when a user asks for a new Dynamics 365 field?  And how do you translate that request into the best design?  Let's take a look!

Administering Dynamics 365 CRM - Adding a field

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5 Key Questions for Better SharePoint Adoption Metrics

Without SharePoint adoption metrics, you may as well be driving blind-folded, with no steering wheel, and on a winding foggy dirt road!  Under those conditions, it would be a miracle if you didn't drive off of a cliff!  In this article we take a look at how to quantify SharePoint adoption, satisfaction, and success.

5 Key Questions to Ask When Measuring SharePoint Adoption

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From Managing Customers to Customer Engagement

Today’s customers want more control over their destinies.  And successful companies are giving it to them.  As a result, the old paradigm of CRM is rapidly giving way to customer engagement management (CEM).  In this article we look at practical steps for making the transition.

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The 4 Pillar Digital Workplace Plan

Investing in digital workplace solutions, such as SharePoint, is the easy part of a digital transformation.  In this article, we will look at the 5 components – 4 pillars and a foundation – that make up any digital workplace plan, regardless of the technology.

Digital Workplace Strategy

 

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Customer Journey Maps: More Than Buying

When most organizations talk about "customer experience," they limit their thinking to the buying experience.  In this article, we take a look at the broader customer journey, and the steps for transitioning your thinking from "sales process" to "customer experience" before, during, and after the buying decision is made.

customer-experience-journey-map

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The Role of Microsoft Dynamics 365 in Your Digital Transformation

Digital transformation is like the timeless question: what came first, the chicken or the egg?


Will your digital transformation lead to business transformation?  Let's take a look together!

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Lock-Down Self-Service for Creating Office 365 Groups

    Turn off Outlook Office 365 Group Creation Permission

    Self-service is for pumping gas or getting your own soft-serve ice cream at the ice cream shop…. not for creating new Office 365 Groups.

    This article explains how to disable the ability for “everyone” to create groups in all Office 365 services that use groups. 

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Can You Add a CRM Field Please?

Sometimes saying "yes" to make your CRM users happy can create unnecessary complexity that chips away at the user experience and, ultimately, hurts adoptin. In this article we'll look at some helpful questions to ask before adding a new field to CRM. 

CRM Best Practices - Too Many Fields

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Open Letter to a Customer Care Manager

As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.

So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.

Digital CRM Customer Care Letter

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Transformation or Adaptation: Rate your Digital Workplace Project

Wondering how much impact your digital workplace project will have? Will it truly be a transformation of what you do, or just an adaptation of what you’re already doing? Those two words sound similar, but they lead to entirely different destinations. Bear with me while I draw a couple of analogies to make my point.

Digital Transformation Office 365 SharePoint Dynamics 365 CRM

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5 Great Ways to Stay Informed About Office 365 Updates

millennial-young-work-remote-mobileMany people have trouble keeping up with the latest trends and changes in technology, whether its computers, smartphones or TVs.  This is also true if we look at most of the big software companies like Apple, Google and of course Microsoft.  It’s even faster with certain Microsoft services like Power BI, Azure and of course their flagship collaboration service Office 365. 

Office 365 is constantly changing, and it can be difficult to know what’s going on.  I’ll show you 5 quick and easy ways to know what is happening in the Office 365 ecosystem. 

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Intranet Shark Tank: How a Better Intranet Could Have Helped Mark Cuban

Every time I read the news, it seems there is another organization rocked by scandal. And, like Mark Cuban, it is often a leader who may otherwise be ethical, but who is out of touch with what is really going on inside of their organization.  Read on to learn how building a better intranet could have helped the Shark Tank entrepreneur avoid a scandal.

Mark Cuban Needs a Better SharePoint Intranet

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Today’s Customer Care: Omni-Channel Chaos

Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies.  But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.

Omni-Channel Customer Care

 

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Employee Engagement - It's NOT an Initiative, it's a Culture

Employee engagement – it’s just one of the latest buzz words floating around. But what does it really mean? I can tell you that it’s not just performance plans, timely feedback and evaluations. We need to stop being so focused on the employee’s productivity and start focusing on their experience in the workplace. If an employee is having a good experience, it stands to reason that this will allow them to be more productive and engaged. So how do we do that? Let’s take a look at five principles to get us there…
Engaging Employees with SharePoint

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Comparing Microsoft’s Social Options - Teams, Groups, Yammer and More

You're using Office 365, and you're wondering if you should use Outlook Groups, Yammer, Microsoft Teams - or all 3.  Join the crowd!  This article helps you to understand the differences between the options, and which option might be right for your team.

Enterprise Social Solutions Apps

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Web-to-Lead with Microsoft Flow, Forms and Dynamics 365

Today I’ll show you how to use Office 365 Forms, Microsoft Flow and Dynamics 365 to easily create a form that adds a new lead record to CRM. 

Microsoft Forms for Dynamics 365


Microsoft Forms for Dynamics 365

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Quick Fix When You Can’t Edit SharePoint User Profile Properties

Has this ever happened to you?  You are minding your own business when you need to remote to your SharePoint server desktop to fix the User Profile Service (who hasn’t?).  You open Central Administration and go to the UPA and to your horror you can’t edit the profiles! 

Quick Fix When You Can’t Edit SharePoint User Profile Properties

Read on for the simple and easy fix!

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Deprecated No More: Dynamics 365 for Outlook Client Is Back!

Apparently due to outcry from the community and some missing functionality with its replacement the Dynamics 365 App for Outlook aka Outlook App, the Outlook client is no longer deprecated.

Dynamics 365 for Outlook is back! 

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Blog Topics

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CPR for CRM Study

The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.

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SharePoint Readiness Assessment

This 60-second assessment is designed to evaluate your organization's collaboration readiness.

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CRM Self Assessment

Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.

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SharePoint Feedback Solution

This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.

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SharePoint Upgrade Checklist

Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.