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Wednesday - March 25, 2015
Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it's not all great, and there is some interesting blowback that is causing vendors to reconsider how their offerings work. In sales, self-service has resulted in truncated sales cycles. [More...]

Monday - March 23, 2015
Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good unless you are at the receiving end of this online voyeurism. [More...]

Friday - March 20, 2015
Quosal has announced a new feature that lets salespeople record a personal explanatory video to go with their quotes and proposals. Videos can be posted directly to Quosal's proprietary Order Porter purchasing experience for clients. "If the video can take the load off of having to read all of a proposal -- or, more likely, explain some gray areas -- then great," said analyst Denis Pombriant. [More...]

Wednesday - March 18, 2015
I was telling a friend recently about some of the ideas in my book, Solve for the Customer. He was interested in my belief that customer science has evolved from a general emphasis on process in business, especially in the back office. His company does a lot to ensure that its customers are happy and loyal, because their business involves long-term relationships and agreements that renew for many years at a time. [More...]

Monday - March 16, 2015
Tens of millions of American consumers use consumer financial products or services governed by predispute arbitration clauses that may put them at an unfair disadvantage, suggests a CFPB report released last week. In some cases, the arbitration clauses are mandatory. Larger banks often include arbitration clauses in their consumer checking account and credit card contracts. [More...]

Wednesday - March 11, 2015
Transaction systems have all the fun but systems of record do all of the work; at least it seems that way. Maybe you've never thought of it this way but unless both kinds of systems are working well -- and working together -- your results will suffer. Record systems can tell you what happened, but by themselves they don't bring in business. [More...]

Monday - March 9, 2015
One of the pitches sales reps selling CRM make the mistake of dropping into conversations is that it's easy to use. "Users can practically train themselves, it's so intuitive! Just start clicking! And did we tell you -- we just introduced a new UI to improve the UX!" It's a line of discussion that really does CRM a disservice. Yes, today's applications are easier to use -- but there's a "but." [More...]

Thursday - March 5, 2015
The U.S. Consumer Financial Protection Bureau has made great strides in carrying out its mission, which is to ensure consumers are fairly treated in the financial marketplace, Director Richard Cordray said Tuesday at a House Financial Services hearing. The bureau's qualified mortgage rule put new measures in place to prevent the sloppy underwriting that led to the subprime mortgage problem. [More...]

Wednesday - March 4, 2015
Partner Relationship Management gives a lot of attention to the vendor and partner relationship, and it should. But it's worth remembering that as important as this relationship is, the one that really counts involves an end customer. So what does the end customer need from a channel partner that a PRM system can uniquely provide? I'd say the most important partner deliverable is intangible -- trust. [More...]

Monday - March 2, 2015
configure price quote vendors
Last month, Salesforce Ventures, Salesforce's corporate investment group, swung into action. They led a Series B round of funding that garnered US$41 million for Apttus, a high-flying CPQ vendor. Salesforce Ventures also participated in SteelBrick raising a series B round of $18 million. That's two CPQ vendors that Salesforce has taken an interest in. The question is, why? [More...]

Friday - February 27, 2015
capgemini-world-insurance-report-customer-satisfaction
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Positive customer experience ratings for Generation Y fell the most in North America -- 10.9 percent. [More...]

Wednesday - February 25, 2015
I don't know how many old movies there are in which the good guys say, "You're surrounded, come out with your hands up!" Somehow being surrounded is a bad thing -- or at least it was -- until it became a hot trend in the back office. Let me explain. Surrounding legacy systems, such as conventional ERP, is proving to be a good idea for a bunch of reasons. [More...]

Friday - February 20, 2015
The idea of using incentives to drive business behaviors is not a new one. It happens in all areas of business, but it's most obvious in sales, where compensation is tied to performance. This is the most basic type of incentive, and it's used to get people who sell for a living to sell. However, other incentives can drive behaviors more complex than simply selling. [More...]

Thursday - February 19, 2015
You'd probably take umbrage at the notion of a weak human, and rightly so, because in business you have to be able to play with the team you have, not the one you wish for. So for business purposes, let's think in terms of empowered humans, since we always want to empower our employees to do great things -- at least we should. [More...]

Wednesday - February 18, 2015
For all the breakthroughs in technology and process, and for the vast amounts of money invested in making sales and marketing more productive and better aligned, we still face a staggering adoption problem. Sales and marketing pros answered a lot of questions in a recent survey. One of them was this simple query: How much of your sales team has adopted and regularly uses your current solution? [More...]

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Is native advertising good for journalism?
Yes -- It's a reasonable source of additional revenue for media outlets to support their traditional editorial efforts.
Yes -- Paid-for articles can contain useful information, but readers might bypass them if they look too much like ads.
Maybe -- But only if it's clearly labeled as paid-for content.
No -- I don't trust any information from media outlets that cloak paid-for content as objective journalism.
No -- Native advertising is confusing and devious, and it threatens the fabric of traditional journalism.
I Don't Know -- I don't understand what native advertising is.
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