A sound CRM system is a must-have in business-to-business sales. Which doesn’t mean it’s uniformly accepted by salespeople, who still tend to find it too unwieldy and useless. For good measure, NoCRM.io‘s Sunny Paris is adamant that too many CRM projects are…
A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is overwhelming, customers want respect, it’s time to rock CX and…
Contact centres might be threatened with extinction. Covid-19 changed digital experiences for businesses and customers to a point that the new normal for contact centres may be no contact centres at all. A few weeks ago, I interviewed Adrian Benic, VP Products…
Customer service in continental Europe is often bad-mouthed. However, best practices in that area do exist. I interviewed Alexandre Oddos, COO at Vocalcom, a French-based worldwide vendor of customer relationships solutions, to understand the true meaning of a 360-degree customer…
Is France World Champion for Sales? France, world champion of sales? Give me a break… Here is a fun content marketing exercise I thought I’d like to offer my readers as a gift, just before closing this blog for the…
Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined the term “experience economy”, he stresses the importance of creating memorable events for customers. In-Store Customer Experiences These events are…
These are today’s slides for my presentation at the Sugar CRM “acceleration” conference in Paris. I will also deal with “Social” CRM and the integration of barely repeatable processes within CRM processes. Check my other pieces in which I mention…
This is the third Sugar CRM executive to be interviewed by visionary marketing.com. My first interview took place two years ago with Larry Augustin, CEO and founder of the CRM company, who is also one of the people who coined…
Social CRM is a hot topic these days. A couple of days ago, I was able to talk to Jan Sysmans, director of product marketing at Sugar CRM in Cupertino, California. Jan was able to take me through a major…
Virtualisation of customer services interaction was quoted by Time (March 2008) as being one of the ‘10 ideas which are changing the world‘. Pascal Levy-Garboua, Director, Business Development of Virtuoz.com, a leading-edge provider of IVA (intelligent virtual agents) technology, is…
