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From the category archives: C5 Insight Blogs - Customer Experience, Digital Transformation, Employee Engagement, Business Strategy, SharePoint, Dynamics CRM, Salesforce.com, Collaboration, Relationship Management

This category is used for articles on management issues such as best practices, requirements gathering, strategy meetings and reporting.

Video: Power BI for CRM Customer Care

This 3 minute video demo shows how customer care teams can use the power of business intelligence to constantly improve the customer experience.  The demo uses Microsoft's solutions for business intelligence (Power BI) and customer relationship management (Dynamics CRM).

Dynamics Customer Care Dashboard in Power BI - Screenshot

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Video: Microsoft CRM Field Service Management

If you have a field service delivery team, Microsoft Dynamics CRM field service management has a lot to offer. This article and one minute video provides a rapid overview.

 

Microsoft CRM Field Service Management Video Demo


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Infographic: The Counter-Intuitive Truth About the Customer Experience

What would it look like to watch a sports game with no score?  No one would watch!  But that's exactly how most businesses are run today.  This series of infographics takes a look at how the best organizations share the score with their employees in order to create the best customer experience.

Infgraphic - big data and profitability

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Video: Microsoft CRM Project Service Automation

In Microsoft Dynamics CRM 2016 U1, Microsoft has included an optional new area called project service automation (or PSA). This 3 minute video provides a brief high-level overview.

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Connect: The ROI of Better Customer Experience and Employee Engagement Processes

Is all the talk about better customer experiences and employee engagement just hype, or is there an ROI for these investments?

Infographic - ROI of customer experience

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10 Tips to Build a Better Intranet

Get 10 practical tips that will help you build a rock-solid intranet. Some of these you may have heard, and some may new ideas, but all are time-tested and have been proven effective.

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3 Steps to Sales Process Success

 

 

 

 

Follow these 3 steps to create your first sales process - or to simplify an over-engineered sales process.

Profit results are 30% greater for firms using a sales process than for those that are not.

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5 Myths of CRM + Sales Process

Sales Process DesignI'm always surprised at how few sales teams have adopted a sales process yet; and I'm even more surprised at the number of myths that still exist about sales processes. So, in the interest of helping everyone to take a few steps forward with their sales process, let's dispel a few of the more common myths now.

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Building an Award-Winning Intranet is All About Luck


 

In this post, which is part of a new Building a Better Intranet series that I’m writing, I want to share 4 strategies with you. Four overarching themes, that you can and should be using, whether you’re designing and building a new intranet, or trying to breathe new life into a struggling one. Don’t worry, I promise to show you what luck has to do with it, so just stay with me.

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Infographic: 4 Strategies for Big Data Success

Data – and the ability to capture it, analyze it, and take action based on it – may be the single biggest differentiator between the highest performing companies and everyone else. In this article we take a look at how the leaders are succeeding at creating action from data.

Infographic - big data insights converted into action from IBM research

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4 Reasons Why Your Intranet Is No Longer Effective

This post will the first of a 4-part series on how you and your organization can begin to build a better intranet. In this first post, we will ask the question of "Why do we need a better intranet?", and give you 4 areas that have changed dramatically, and why acknowledging and addressing them is one of the keys to a successful intranet.

 

Ask why

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6 Ways an Intranet Fosters Collaboration

Is your team frustrated with too many meetings, struggling to find the information they need to get their jobs done, and become increasingly disengaged? Then it's time to consider a new (or upgraded) intranet. This article lists the top 6 benefits of a modern intranet.

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How to Tell if Your Users Hate Your Intranet

Are you considering an intranet project? Or do you have an intranet that no one wants to use? Creating an intranet that your team loves to use doesn't require a PhD, but it does take some time and patience. This article include 3 simple secrets for intranet success.

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Sales Process (Re)Design – Is It Time?

Want to boost company profits by 30%? Then maybe it is time to consider a sales process (re)design project ... or maybe not!  This article outlines the 5 benefits and 5 risks of sales process.

Sales Process Profit Research

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Video: Automating Business Process with CRM

If you’re still on CRM 2011 or earlier, you should consider upgrading so your team can benefit from business process flows. If you’ve already upgraded and you’re not using business process flows, you should take the time to upgrade your processes. This 3 minute video provides an overview of business process flows.

Video - Business Process Flows in Microsoft Dynamics CRM

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Infographic: 6 Surprising Statistics About Listening to Customers

We all have a few scatterbrained friends. But when it comes to business, almost every organization is too scatterbrained. These 6 surprising statistics will give you some insight into the problems organizations have with listening across channels.

Infographic - Big Data and Omni-Channel Listening

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Infographic: Digital Transformation

Successful digital transformation projects result in better employee engagement and customer experiences.  But most attempts meet with failure.

This infographic is an overview of the potential – and perils – of digital workplace transformation.

Mini Infographic - Digital Workplace Transformation

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Six Tips To Manage Active Listening In Your Next Meeting

How many times have you facilitated a meeting where you shared all of the information that needed to be covered, only to have people messaging, emailing or calling with questions about the content an hour, a day or a week later? Frustrating right? So how do you achieve the goals of your next meeting, in a meaningful way, that will stick with your audience? Let's examine 6 quick tips.

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Microsoft Outlook and Dynamics CRM Email Tracking

Tracking email clicks in Microsoft Outlook
Knowing a prospect has opened, clicked or interacted with an email can mean the difference between winning a deal, or watching it slip through the cracks and go to a competitor. But most sales reps don't have access to this capability, or find it too time-consuming and complicated to access it in their customer relationship management (CRM) solution. This article reviews to easy-to-use email tracking solutions.

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5 Rules for Business Relationships in the Digital Workplace


Digital Workplace Meets Physical WorldDigital tools are transforming our workplaces and marketing. Keeping up with the new rules of the digital world can feel overwhelming. But the underlying rules for relationship success are timeless and apply to the digital world too.

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Importing Business Cards as Dynamics CRM Leads

Cannot scan business cards into CRM as leads

Got a small stack of business cards that you'd really like to get into Microsoft Dynamics CRM so you can start scheduling follow-ups right away ... but dreading the task of getting them into CRM? You're in good company. Now the task can be made as simple as taking a picture of the card with your mobile phone. This article explains how.

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4 Rules for Customer Experience Process Success

Businesses often make the mistake of assuming that customer processes built in CRM or marketing automation solutions are like other business processes. When they do, the results can be a disaster. Learn the 4 rules for creating processes that combine a rigid core with flexible edges.

Customer experience processes


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1 Totally Unexpected Tip to Improve Sales Team Performance

“Ever since I started having my team re-key data before sales meetings, sales performance has improved” … said no Sales Manager ever.

Read on for the cardinal sin of the sales process when using a CRM solution and ideas you can implement TODAY to make a lasting impact on the way your team manages their pipeline and closes sales.

CRM Sales Performance Improvement

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Marketing in Dynamics CRM – What works out of the box?

So, you’ve invested in Microsoft Dynamics CRM and you’re itching to pull the trigger on a marketing add-in. Great! But that’s not what we're going to discuss in this blog. Rather, let's take things back to basics and talk about what your marketing team can do from day one, using CRM without any add-ins or even custom configurations.

 

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How to Connect with Customers and Prospects Using Microsoft Social Engagement

Ready for an overview of how to Connect with customer, clients, and prospects using Microsoft Social Engagement? This entry details Direct Publishing, Assignments, and how the tool links with CRM. 

So let's jump right in!

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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.