Simple Truths: KYC Max Effgen, April 7, 2010 When you know your customer (KYC), good things happen. – Example, Client A increased user adoption to 70% of total call volume. ROI increase 25% in one quarter. When you know your customer, you can spot trouble a mile away. – Example, Client B re-organized and has a new executive…
Gist as a small business CRM tool Max Effgen, February 23, 2010December 2, 2013 I have blogged a bunch on Gist over the last year. The Seattle startup has some nice traction going for it. It seemed pretty clear to me from the beginning that Gist would be a great CRM and/or Sales Enablement tool for the small to mid-size market. Check this nice…
Keep it simple Max Effgen, January 6, 2010 One of my rules is to always consider the front office and the back office needs and desires of any CRM project. I recently came across a service process that generate a large volume of automated tickets. The process was over-engineered. Nearly all of these automated tickets were not true…
Process Changes and the Sales Pipeline Max Effgen, December 3, 2009 In my experience, pipeline/forecast is one area of a CRM system that changes frequently. Fortunately, these changes require less coding changes through Windows Workflow Foundation (Dynamics CRM) and Workflow Automation (Salesforce). I have seen this both from the consulting side and as a user. Not going to comment on whether…
5 Questions Max Effgen, November 24, 2009 All consultants like to ask questions. Sometimes too many questions. Here are 5 that I keep on hand for initial client engagements. What do your expectations of a service provider? How do you see out team helping you address challenges and opportunities? Why are you changing providers? How do we…
Everyone’s headed to Dreamforce… Max Effgen, November 12, 2009 This year, I know a ton of people headed to Dreamforce. Sadly, I will not be among them due to scheduling. If you are going let me know and your interests and can match you with some of the people I know.
CRM implementation priorities Max Effgen, November 9, 2009 The first priority of a CRM deployment should be to learn about existing customer data within the enterprise. It is obvious, but often overlooked. I often make it the top priority when scoping CRM services. Is all that customer data in all of the right hands? 99% of the time…
Office on the cheap with Gist Max Effgen, November 3, 2009December 2, 2013 Nice article on Gist and the impact of Office 2010. If you have not tried Gist, check it out. WSJ: Updating Office on the Cheap For more of my thoughts on Gist, check my earlier posts. 12Sided on Gist
Know your customer… Max Effgen, October 23, 2009 A “Know your customer” re-post. Have a great weekend. “Know your customer” is the mantra. When you know the customer, good things happen. – Example, Client A increased user adoption to 70% of total call volume. ROI increase 25% in one quarter. When you know your customer, you can spot…
The business-to-business of Gist Max Effgen, October 21, 2009December 2, 2013 Nice review of Gist on ZDNet: The business-to-business of Gist I have been a beta user of Gist for awhile and have been pleased at the improvements that they have been able to make to a very cool product. I see Gist as a great Sales CRM play in the…