One metric that “rules them all” Max Effgen, May 5, 2009 In the service side of CRM, there is one metric that “rules them all”. It is “Cost per call”. I have been fortunate to see how many companies and industries approach this number. In this current economy, it may make sense to take a focused, tactical approach to continually improve… Continue Reading
Interesting Read: Ray Ozzie on Cloud Strategy Max Effgen, May 4, 2009 Xconomy Seattle has an interesting read on the Cloud strategy from Ray Ozzie. The money quote: Ozzie: Technology builds on top [of what was there before], and then markets flip. You have to do pattern matching with technology trends, what’s going on with the social environment, and how people use… Continue Reading
Quick thought: Enterprise Cloud Max Effgen, May 4, 2009 The Enterprise and the Cloud will happen. It will be just a matter of time. Major challenges for the Enterprise and the Cloud today are: 1. Security 2. Performance 3. Perceived “Lock In” 4. Unexpected Costs The benefits of the Cloud will only be realized when these 4 challenges are… Continue Reading
Seattle Skyline Wallpaper Max Effgen, May 2, 2009 Seattle’s skyline from Kerry Park in the Queen Anne neighborhood is one of my favorite views of the city. This panoramic was recently taken on a cold, clear morning with my trusty Xpan. For this weekend edition, I am making this wallpaper available for all 2 of my readers in… Continue Reading
Pratt 2009 Fine Art Auction Max Effgen, May 1, 2009 Pratt Fine Arts Center in Seattle provides art classes from drawing to metal and from stone to glass. I have been learning, blowing and working with glass there for 3 years. There are not many places where a layman like myself can get the exposure to professional teaching artists and… Continue Reading
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