Customer Service is often an afterthought. And that’s a pity. Because once you’ve attracted all of those new customers by implementing the superpowers of your Sales and Marketing engines, how can you possibly expect to retain them without providing superior Customer Service?
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In today's world, every business is at risk of being disrupted. What's your plan for disruption-proofing your company?
In this article, I will introduce you to 5 different tools and methods you can use to gather SharePoint user adoption information so you can continuously monitor and improve your SharePoint intranet.
Organizations that freely share knowledge internally are the ones that tend to bring new innovations to market faster.
Big data makes it possible to serve more people than ever before. New privacy laws and regulations are regularly being passed to protect us from potential abuses. How can organizations balance the benefits of big data with the need for privacy?
Getting people to adopt new processes is almost always a challenge in business. Why is that? Maybe it's because we so often forget the role people play in defining and re-defining processes. In this article we look at why processes should be people-first.
The days of searching through filing cabinets, looking through handbooks, printing memos, sending documents via email and departments resisting the need to share information with other departments are GONE. Employees need up-to-date information accessible on a laptop, mobile phone, or PC.
In today’s workplace, a company’s staff is not limited to employees who come into the office every day. Remote employees (often in their PJs) need to be able to work both independently and on a team. When people are across the hallway or across multiple time zones, they still need to be able to work together.
This is another issue from the trenches as I was working with a client of mine recently with a disconnect between the SharePoint User Profile Service and Search.
The fix is surprisingly simple, and you will face palm once you realize what the cause is but I thought it was important to document for others.
“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.
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!
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.
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?
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.
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.
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.
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!
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.
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.
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.
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.
Digital transformation is like the timeless question: what came first, the chicken or the egg?
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.
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.
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.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
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.
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.