K-F-C Max Effgen, May 1, 2009 I found myself channeling Nicholas Boothman during a recent conversation on CRM: K – Know what you want F – Find out what you are getting C – Change what you do until you get what you want How to Make People Like You in 90 Seconds or Less or… Continue Reading
The importance of training Max Effgen, April 30, 2009December 2, 2013 Training done right can truly impact the ROI of a CRM depolyment. Training done wrong can make a CRM deployment die a slow death. When I am asked about training for CRM, “8 by 11” comes to mind. Training turned an under performing CSR into a rock star. Soon he… Continue Reading
Quick thought: Customer Adoption Max Effgen, April 29, 2009 Nearly every client I have worked with has had concerns and challenges with Customer Adoption. Successful clients care about Customer Adoption. It can deliver real and significant ROI. There is a secret to Customer Adoption. Customers will only adopt if it improves their experience. Think about the customer’s experience. Improve… Continue Reading
Zappos – Great service Max Effgen, April 28, 2009 I have recently been really impressed with Zappos. No it is not the Kiva robots in the warehouse. Although that is very cool. They get “it”. Great customer service. My orders always have shipping upgraded. The shoes always arrive before they are expected. A recent pair of running shoes arrived… Continue Reading
Proactive Customer Care Max Effgen, April 27, 2009 The notion of a proactive customer care has been around for many years and taken many forms from the airline calling about a canceled flight to current SMS alert notifications from any number of devices, products and services. The goal is simple. Customers do not want to have to tell… Continue Reading
Customer Service? Ask a Volunteer Max Effgen, April 26, 2009 Interesting read on customer service. Unboxed – Verizon’s Experiment in Volunteer Customer Service – NYTimes.com Continue Reading
Transaction to Trust Max Effgen, April 23, 2009 Transaction to Trust: The New Era of Customer Service by John Yaggie. Nice quick read that illustrates the “Show the Love” philosophy for customer relationship building and care. Continue Reading
Connecting with Customers… Max Effgen, April 21, 2009 Suzanne Watson, Procter & Gamble’s marketing manager for the Tide brand, says her goal is to balance fundamentals and innovation. This is not your typical read on CRM. It does hit several important points. Most importantly: How do you connect to your customers? The answer is different for just about… Continue Reading
Quick thought on Enterprise Collarboration Max Effgen, April 19, 2009 MindTouch is worth checking out in the enterprise collaboration space. Interesting approach and an open-source business model. Continue Reading
Show the love Max Effgen, April 16, 2009 Customer relationships are critical to long-lasting business success. One way to build credibility with the client is literally to “show the love”. You must have a drive and passion for the work that shows the client that you are acting and will always act in their best interest. Ten years… Continue Reading