29. October 2014


I have to admit: This message is not intuitive. It is probably not even guaranteed that every reader heard about hashtags at all. To bring us all on the same level of understanding: The social network Twitter uses so called hashtags as filter criteria. Anybody who wants to add a message to a specific topic just adds the hash (#) to a word, e.g. #myhashtag – and now the message can be found by anybody who looks for this term.

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22. October 2014


Let us face it: Most sales people hate their CRM software. They don’t use it as a sales and performance booster but they enter the minimum of data relevant for their boss to satisfy the reporting needs. This is not astonishing if you consider how CRM systems are built: Sales has to sell, so the software is about leads and deals. And as most sales people are paid based on their produced revenue, the pipeline is the measure for planned and realized success. And closed deals are the fuel for a sales person’s earnings.

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7. October 2014


In the whole article series about CLM, we discussed the transformation from classic CRM approaches to Customer Lifecycle Management, a much enhanced chaining from inbound over CRM to customer service with a heavy integration of social media and social communication. But there are two other dimensions I don’t want to omit: Culture and Demographics.

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1. October 2014


After the previous posts where I wrote about CRM and several things corresponding to CRM, I want to switch to the most critical part of CLM: Your employees and your leadership. Customer Lifecycle Management fully depends on your leadership’s ability to transform culture and your employees’ behavior and capabilities in delivering customer satisfaction in various dimensions. Your employees are the natural interface to …

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26. September 2014


You are back at the screen again, ready to watch this battle come to an end? If you missed the first four rounds, you can just press “rewind” and take a look. But get ready for round 5 now!

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