Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules [...]
Part 1 – Introduction
Part 2.1 – Pivot Point
Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in existence
The roadmap to SCRM is an iterative process, where you will re-visit many times each strategy [...]
Fifty percent of CRM Projects Fail.
Thirty Five Percent of all IT Projects Fail.
Do you know why? Asuret does.
You probably read Michael Krigsman column on ZDNet dealing with failure. If you can say this without smiling, he knows how to fail. He also knows how to prevent it. His company is Asuret and they have created [...]
No one will ever do things like you do.
Whether you outsource your customer service to a local provider, a Big 3 firm, or a remote company in India it is always the same: someone can do your work for you better, cheaper or faster. It won’t be the same, though.
Unfortunately, outsourcing decisions are done based [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
Part 5 – Implement
Part 6 – Measure
If you have not been following the series – or for a refresher – please read the previous entries.
I was always bothered by the shallow measurements in two critical areas of experience management: at the [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
Part 5 – Implement
If you have not read the previous five parts, please do so to understand the context.
And so it is we reach the last of the 4 phases of crafting awesome experiences: measurement.
Whenever I talk about this methodology, [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
If you had not had a chance to read through previous installments, please do so you can find the proper context.
So far we have created out new, or improved, experiences on paper, validated them with clients and internal stakeholders. Now we [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
If you had not had a chance to read through previous installments, please do so you can find the proper context.
OK, so far we have designed (on paper mostly) the experiences and used our acumen to do what we think customers want to [...]
(If you have not read the previous entry, the introduction to this methodology, you can do so here)
In this second part I want to cover the Strategic Measurement Framework I use.
Most organizations attack customer experiences in the same way: isolated islands of processing that complete a function or portion of a process, that somehow interconnect. [...]
Anyone can put together a customer experience.
It really is not that hard to do.
You document a process, look for some imperfections to work out (if you don’t find any that adds to the cache of the experience being “well built”), create documentation as to what should happen at what time.
C’est fini. An experience is born.
Of [...]
