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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23. September 2014


The current post will show the touchpoints between CRM and documents in an organization and why this connection is an important part for any company. Documents are everywhere in any company. They appear as paper or digital, are authored outside or inside your organization, are stored, copied, attached to emails and belong to security classifications or not. The mere volume should frighten everybody.

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19. September 2014


The whole week has been busy like hell to prepare the two fighters for their final battle on Saturday night. Rumors about that historical match are to be heard overall. On social media. On TV. In the press. This is no wonder. What makes this fight so incredibly interesting is that the two combats will fight special rules. Rules that could never…

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16. September 2014


CRM connects to customer service is a process part of Customer Lifecycle Management. For those who haven’t read the Social Communication article, I highly recommend to do so at least after this post. The current post will show the points pf contact between CRM and customer service and the reasons why this connection is inevitable to transform from CRM to CLM. So when does CRM need a connection to customer service?

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