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Remember Peggy? He was that lovely customer service representative featured in several of Discover Card’s commercials that launched a couple years ago. Attempting to bring humor to the frustration of many customers who deal with less than pleasant bankers, Discover continues on their path to achieving higher customer loyalty by addressing the desires for humans to interact directly with other (pleasant) humans - not disgruntled CSRs or, even worse, robots.
Happy April, everyone! The weather in the Boston area has been phenomenal this spring. Usually it's my least favorite time of year here because the weather can be so erratic (70's one day, 30's the next -- no kidding), but we've been steady and sunny this year so far! Plus it doesn't hurt that the Red Sox are off to an amazing start this year (who would have thought?). But enough about the weather and the Sox... let's get down to business.
Anxious to interact more socially with their customers, many businesses in recent years have adopted some type of Social CRM system to better manage and engage in real-time with their prospects. And, due to the fierce adoption of social media by society at large, businesses are more or less forced into adopting a Social CRM process and reinventing the way they interact with their customers, as the customer service paradigm quickly shifts to a more customer-controlled model.
If you're in sales management or sales operations, you may find it handy to know just how many times a sales rep has "pushed" back the close date to a new month. Let's face it ... you can't trust a forecast if an opportunity keeps rolling from month to month.Salesforce Labs has a handy app on the AppExchange called "Opportunity Push Counter". This simple counter tracks how many times an Opportunity has been pushed back. This push count field would be a great metric to track on a dashboard!One reviewer on the AppExchange listing said, "This is SO much easier than having to run Opportunity Field History reports to track down the changes in Close Dates! Absolutely wonderful!"This app works in the Enterprise, Unlimited and Developer editions and Free (my favorite word)!Check out some screen shots below of the Opportunity Push Counter app.
The phrase “Spring Cleaning” is all too familiar this time of year. Typically used in reference to purging the home and paving the way from winter to a fresh start, business should implement the same mindset around this time of year, too. Whether it’s updating outdated processes or simply re-energizing the team, spring cleaning your business (and perhaps your CRM) can equate to huge long-term advantages.
Happy April! Spring is slowly (and by slowly, I mean S-L-O-W-L-Y) arriving in Massachusetts. On a positive note, it looks like we may be done with snow for the season! Plus the Red Sox won their season opener so all is right in the world. J
Last week on our CRM insights blog, we discussed pro tips on enhancing Salesforce CRM - which got us thinking about the capabilities of Salesforce in reference to its marketing automation functionalities. While Salesforce boasts several nice marketing capabilities within its software, there are notable limitations for marketers who rely solely on CRM as a marketing management tool.
Whether you are implementing a new CRM system, migrating from one to another or even doing a data integration project, special consideration should be give to your data. The importance of good data quality should not be underestimated since poor or incomplete data can lead to a low acceptance of the CRM application.
Even the best, most well-planned Salesforce implementations requires a pilot phase of testing and refining to produce the optimal CRM system for the organization. However, far too often, organizations struggle with determining the importance and priority of customizations and/or modifications to enhance their Salesforce system post-implementation. So, in the immediate months following a Salesforce rollout, the time is critical to decide which tweaks, changes or enhancements need to be made, as these decisions can affect both employee adoption rate of the new CRM system, as well as the overall goal of implementing a new CRM system.
Wow! February went by in a blur. I know it was a short month, but that seemed ridiculous! Ok, let’s see where we left off. Last month was my “inaugural” month as the Social Media Manager. Overall, I think it went pretty well and I tasked myself with 3 activities for February:
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