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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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As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology.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.
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.
Many 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.
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.
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.
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…
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.
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.
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!
Read on for the simple and easy fix!
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.
Enterprise social communities have enormous potential for sharing knowledge, discovering new innovations, and boosting productivity. But without proper governance, they can start strong and end in a confusing and overly-complex mess! In this article I explore some practical tips for social community governance.
When working with SharePoint, what is the difference between blogs, discussion boards and announcements - and when do I use each of these to improve communication and collaboration
Like many of you that have Dynamics 365 organizations online, we received our “Scheduling Your Dynamics 365 Organization for the Microsoft Dynamics 365 (online) version 9.0 Update” notice recently. If you have not scrambled to get your update scheduled you still have time.
As of today I’ve been consulting on SharePoint for almost 8 years, and I get asked a lot of questions. A lot of our clients already have SharePoint and we’re either engaging on rescue projects, migrations or break/fix type support. But then there are some clients we speak with who don’t use SharePoint at all, and are potentially looking to evaluate SharePoint or other collaboration platforms. It’s in those times I get reminded that not all folks already know what SharePoint is!
My aim with this 3-part series is to help answer this question and give some context of how SharePoint can benefit organizations. In this initial post I will set the stage and give you some context for our discussions.
Microsoft Dynamics 365 now has two different versions of Outlook integration available:
Yes, those names are confusing. But choosing which one to use, and the right time to make the change, can be even trickier. Read on to understand the options and make a good decision about the best timing for your organization.
Have you ever thought to yourself “I need an anchor tag in my SharePoint navigation and that must be easy”. But instead you're met with frustration! I’m going to show you a little trick I stumbled across that is SUPER simple and it works with no code! Did I mention this works in Office 365?
Most goals are doomed to fail. Here’s why - and how you can transform struggles into successes.
Large businesses pump billions of dollars into technology to become more customer and employee centric. But smaller businesses are using these same technologies to run circles around their larger competitors.
Here's how they're doing it, and some lessons that businesses of all sizes can learn:
When you work with SharePoint permissions, you quickly figure out that you want to touch them as little as possible. With a lot of things in SharePoint, permissions inherit top down. So this means that it’s a best practice to always use that inheritance as much as possible. But in today's post, I'll show you how to use PowerShell to change those permissions for all libraries, folders and files in the site!
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.