It would be a nice feature for my own CRM system if it populated my calendar with significant events such as bank holidays, international public holidays, and other noteworthy occurrences, like say major sporting events. That way I might have avoided scheduling a workshop for the day of the England Continue Reading

Several of our current projects include deployment to international offices and users. This tends to make the implementation more challenging, and I’ve seen a lot of projects get tripped up because they didn’t appreciate the additional complexity. On the one hand requirements are generally a lot more diverse, not just Continue Reading

As I touched on in an earlier post we are moving close to live day on one of our major projects. This week we got to see the fruits of the development work that’s been ongoing for the last month or so. We put a lot of effort into gathering Continue Reading

It’s a much hackneyed phrase, but we live in a world of unparalleled change. A couple of random facts derived from copies of The Economist currently sat on my desk – a feature on Goldman Sachs, notes that 30% of the company’s revenues in 2005 (i.e. a small matter of Continue Reading

I’ve also been writing a blog for the Customer Management Community in case you wondered why my entries have become slightly more occasional. You’ll need to sign up if you are not already registered. If you are not inclined to do so then Wednesday’s post was as follows: Systemising the Continue Reading

Working on a couple of engagements in London this week gave me the opportunity to catch up on some of the magazine subscriptions that have been piling up unread. The business section of the April 1st edition of The Economist was leading with an article on Microsoft called ‘Spot the Continue Reading

I liked Eric Doyle’s article in Computer Weekly earlier this month. It was the most sensible piece I’ve read about on-demand (software that people subscribe to as a hosted service rather than purchase outright and install on site) CRM in some while. Well grounded though it was, there were still Continue Reading

I signed up with a web-based vendor of mailing lists a few months back. It was one of those stand-out experiences. The web site was slick and easy to use. I could profile the data to my hearts content. And, when I down-loaded my purchase, a customer services rep telephoned Continue Reading

There’s one package that dominates the CRM space, and it’s not as obvious as you might think. I’ll give you a clue – it’s from Microsoft. No, not Microsoft CRM Dynamics, no, not Outlook, but you are getting warmer, no, the out and out market leader has to be…..wait for Continue Reading

As has been well documented here and elsewhere, the path to a successful CRM project is strewn with traps and pitfalls for the inexperienced and unwary. However for the minority that navigate these successfully there’s one final ‘gotcha’ that seems to trip up more than its fair share of would Continue Reading