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When it comes to CRM–“No single event has very much value.”
Good CRM is either a habit or a struggle. Customer relationship management is not actually management. In the 1990's "crm software," such as ACT! for the personal computer and enterprise-based systems such as Brock provided a way to proactively manage data for selling. These software products were tools for businesses that wanted to be systematic,…
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Don’t feed the distrust cycle
In all human beings, loss aversion can lead to enormous distrust. In other words, if someone has cheated you, you are likely to become distrustful of everyone. This behavior is not only irrational, it's incredibly damaging. As co-workers, we must keep on trusting in order to work effectively. I recommend that if you are cheated,…
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Instead of gaming the rewards, make the game rewarding.
When employees are able to make contributions on the job which make sense to each of them, then compensation becomes a straightforward matter of fair play. Experience Matters: CX Tip 7 – Motivate employees with intrinsic rewards, 2013-Sep-25 by Bruce Temkin Companies often try and force employees into doing things by slapping on metrics and…
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Why you’re leaving money on the table if you don’t stay tight with your customers
Most companies do many things to attract attention, then fill a customer need. Sadly, that puts them on an eternal treadmill. Unless you work first to establish a strong bond with the people you want to serve, everything else is just flailing around. Your company must be built out of interaction with customers. You know…
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In all email communications: give the gift of a great subject line
When I started work for Ogilvy in 1984, we didn't have email—we had memos. And memos lived and died based on their titles, or subject lines. All news account executives were schooled in producing informative, engaging subject lines for our memos. Or they wouldn't be read. Now that I spend so much time communicating by…
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Ask people to be consistent… they’ll try.
When you're trying to get people to follow you, don't ask them to support your ideas… instead tell them you'll help them be more true to themselves. New Yorker: I Don't Want to be Right, 2014-May-19 by Maria Konnikova It’s the realization that persistently false beliefs stem from issues closely tied to our conception of…
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Finding a better way out of stressful situations
Whenever I have easy, unexpected success, I always assume I know why, and I'm usually wrong. Success is not as informative as failure. Always on Purpose: The REAL reason you’re stressed out: It’s not why you think, 2014-May-8 by Amy Eliza Wong Fast forward to the vision you’d like to be true whenever that future…
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This SteadyCRM thang
So some people have observed there's a new experience line on my LinkedIn profile. Yes, I have gone back to the entrepreneur grind. My new venture is a consulting business to help professionals improve their customer relationship management process. The goal is to help my friends clone their best customers. So many people think "I…
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A Brand is Maintained by its Behavior and its Ability to Learn
Branding is mistakenly seen as image building. Branding is actually an outcome of the way a company behaves. If all the employees understand the values which drive the brand, they will know how to behave in any circumstance. Your customers expect your brand to learn, adapt and evolve over time. That's why your processes have…
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Catching sight of patterns that control us
One of the most important steps in innovation is seeing the patterns that confine us. That's why it's so important to listen to people who question conventional wisdom and the status quo. They may not be right but they are most probably signalling some previously unnoticed pattern. The New Yorker: The Woman Who Coined the…
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