The way we work is changing. The ongoing evolution in the access to mobile solutions, new collaboration tools and the increase in reliance on cloud-based applications has radically changed where and how we work and even what we produce. New technologies are increasing our expectations of the availability of applications and the speed with which [...]
Seattle is a town that loves its professional sports teams and April means the beginning of baseball season when hopes run high…but disappointment is not far off. Maybe that sounds a bit like the expectations companies have when it comes to choosing and implementing a CRM system–the visions of success can all too soon be [...]
On the roadmap to customer relationship success is the intersection of customers and insights. This large category of technology discipline involves business intelligence, predictive analytics, and, of course, customer relationship management solutions. Businesses know their customer data is a strategic asset. How they turn that data into insight through CRM analytics ─ to address typical [...]
There has been a lot of talk about what role gamification has and will play in the areas of CRM and especially, contact centers. Gamification is commonly defined as the “use of game-thinking and game mechanics in a non-game context (such as in contact center) in order to engage users and solve problems.” Pew [...]
These are thrilling times for technology. With the launch of Microsoft Windows 8 and the debut of new hardware like the Surface tablet, Microsoft is taking a very calculated leap of faith in the mobility trend. The effect of Windows 8 on the average consumer will be interesting to watch but the real question is [...]
What is future of brick and mortar retail stores? That question is surely to be addressed at one of the retail industry’s major conventions soon. On January 13th,, the NRF 102nd Annual Convention & EXPO starts. This convention is Retail’s BIG Show – a convention and EXPO of more than 25,500 engaged retail professionals from [...]
They’re getting smaller, more powerful, and more in demand. You see them on the train, at local coffee shops, even at your favorite dive bar. Every day we face increasing evidence that tablets and other mobile devices are the future. It is essential that businesses meet and support that demand by leveraging mobile CRM to [...]
I’m excited to reveal that Avanade will be sponsoring this year’s Gartner Customer Strategies & Technologies Summit, in London (June 11-12). The summit is a great event every year, showcasing the latest CRM solutions, discussing successful customer strategies and looking at new and emerging technologies. This year’s topics are particularly interesting: social and mobile [...]
Everyone’s heard the old saying about customer service. On average, those who’ve enjoyed a good experience will tell one person, while those who’ve had a bad experience tell ten. In B2C industries, companies live by this mantra. They regard customer experience as a competitive differentiator, and regularly cite its importance in decision-making and strategy. [...]
Social media can play a strong role in accelerating sales effectiveness in the B2B world – with internal microblogging, communities, knowledge sharing, etc. But, above all, we know that social media has significant impact in the B2C space, mainly for services and marketing. The social channel for business to consumer is becoming increasingly more [...]
