Having just read yet another self serving ‘six reasons why CRM projects fail’ article which follows the usual well trodden path: CRM projects fail because CRM software isn’t easy to use. However we at XYZ software company have developed some really easy to use CRM software, so problem over, no Continue Reading

I note 37 Signals have a CRM product called Highrise in production. I’m a great fan of the 37 Signals blog which you can find here. Though I haven’t seen Highrise, and I certainly will be looking at it, I have a few alarm bells ringing. Yes, the premise sounds Continue Reading

Following on from ‘What a CRM consultant would tell you about buying CRM software’ – part one: The second aspect of good vendor selection is to start off with a good initial short list of potential suppliers. Pretty obviously you are much more likely to make a better choice and Continue Reading

Coincidentally I was intending a blog post relating to Joel Spolsky’s Fog Creek Software anyway. They have a pretty unusual approach to business, which includes a zero spend on sales and marketing, a 100% money back guarantee, and individual offices for developers. The origins of the business are documented in Continue Reading

The following is the first in a sequence of posts entitled ‘What a CRM Consultant would tell you about buying CRM software’. My plan is to highlight key aspects of an effective purchase strategy for CRM, and, when the series is complete, I’ll try and edit it into a hopefully Continue Reading

There’s no question that in terms of how it markets itself Salesforce.com is the undisputed king of the CRM space. So, interesting interview in Forbes with Marc Benioff talking about his approach to marketing.

I met with the operations director of one of our customers last week to discuss some further enhancements to their system. They are twelve months on from implementing the service capabilities of their CRM system and the first years results are impressive. Operational improvements include: · A significant up-lift in Continue Reading

The evalution centre recently published one of my articles, which can be found at the following location, in a nice PDF format with a smiling photo of yours truely, or you can read the slightly rawer, longer paragraphed, less bullet pointed, unedited version below: The recent review by Conspectus Magazine Continue Reading

As a post script to Friday’s post, if you do royally mess up with your order fulfillment, then perhaps try honesty as a policy, per this email I received from another retailer who had clearly been experiencing problems… Well, what a terrible start for us in 2007. With many of Continue Reading

I swore when I started this blog, that I would never get into the bad customer experience type posts. Well looks like I broke this resolution on Monday anyway, and this sort of re-iterates the points I made then – and even follows the sporting theme! Anyway as the story Continue Reading