Best Practice vs. Best Practical Performance Approach to CRM

July 15, 2016

What is a "best practice" really? By definition, it is the most efficient and effective way of accomplishing a task, based on a repeatable process or set of procedures that have been proven over time. Read more...

What defines a great Customer Experience?

April 15, 2016

Perhaps it comes down to the question of what constitutes great service. My favorite answer being “I can’t define great service, but I know it when I see it.” Not long ago, I asked a group of call center managers this very question and the popular reply was “treat people the way you like to be treated.” One person piped up and said that was wrong…You should treat people as they wish to be treated. Both are good points, but very conceptual. Read more...

Silos, CEOs and CRM

April 8, 2016

Silos are great for storing corn, but not so great for storing data. The term “silos” is commonly used to describe how customer touch points are isolated from each other, meaning that the technologies underlying service delivery channels (branches, call centers, web, IVRs, ATMs, etc.) have evolved within their own space. The silo effect is widely acknowledged throughout the industry, yet the problem remains, and comes at a very high cost—measured not only in hard dollars, but also in customer (dis)satisfaction. Read more...

So you generate a bunch of leads and referrals, what then?

October 31, 2014

Over the past 20 years, most successful financial services organizations have invested in the concept of developing a sales culture. Certainly training and hiring practices have played key roles in executing this strategy, but now technology needs to move the game to a new level. Automation of the sales process to date has focused largely on “next best product”, sales & incentive plan administration, reporting and new account fulfillment. Lots of success then what? Read more...