Your best salespeople Max Effgen, May 7, 2009 I was inspired a recent post on Glassy Eyes about customer service. It is true that, “your customers are your best salespeople — and they PAY you for the privilege!” This holds in every business, not just in the consumer space. Every prospect knows that every salesperson works on commission….
How many channels? Max Effgen, May 6, 2009 Do you know how many different ways your customers connect with you? Really? How many times have you e-mailed the CEO of an organization to express frustration at the service you are receiving? I have done it many times. The great companies get it resolved fast. The not so great…
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…
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…
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…
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…
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.
Why McKinsey’s Cloud Report Missed the Mark Max Effgen, April 22, 2009December 2, 2013 Why McKinsey’s Cloud Report Missed the Mark by Joe Weinman at GigaOM is another good read on the now infamous McKinsey Cloud Report. See earlier post if this is news.
Cloud impediments… Max Effgen, April 22, 2009 FBI seizures highlight law as cloud impediment by James Urquhart is an interesting read on the law and the cloud. Having sold a “cloud” service, these aspects of the cloud come up — a lot. Legal departments live for this kind of stuff. As this example in the article shows,…
Enterprise and the cloud Max Effgen, April 20, 2009 Analysis from McKinsey & Company that “deflates the cloud” according to coverage by Forbes. I have checked it out and I could wax philosophic on this, but Nicholas Carr has already produced as very good criticism of the report. The cloud will supplement in the enterprise as it will incubate…