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Christopher J. Bucholtz
The Business Power of Empathy
04/24/15 11:52 AM PT | CRM Buyer | 847 Words

See It Their Way
We've heard a lot lately about customer moments of truth (as in, Denis Pombriant's recent book ). Charting and then understanding them from the perspective of the customer is not just a useful exercise -- it's...

Denis Pombriant
Digital Disruption and a Great Gap
04/21/15 4:25 PM PT | CRM Buyer | 945 Words

You can tell when the economy is doing well, because instead of worrying about how you're going to make the next...

Denis Pombriant
Time's Up for Legacy ERP
03/26/15 10:26 AM PT | CRM Buyer | 480 Words

It takes prodigious amounts of cash to launch a company these days and that's especially true when trying to insert a...

Denis Pombriant
Sage and Salesforce: An Odd Couple?
04/15/15 2:04 PM PT | CRM Buyer | 677 Words

It came as a surprise when Keith Block, vice chairman of Salesforce, made an off-the-cuff remark about a Sage-Salesforce alliance at...

Denis Pombriant
Oracle Modern Customer Experience
04/08/15 3:51 PM PT | CRM Buyer | 871 Words

Oracle did some smart things at last week's Oracle Modern CX Conference and user meeting in Las Vegas. The company...

Denis
Shrinking ERP to Grow It
03/31/15 11:50 AM PT | CRM Buyer | 858 Words

The surround strategy for legacy ERP is real. It's been going on for several years, and if I was a legacy...

Christopher J. Bucholtz
There's a Science to Engaging With Empowered Consumers
04/13/15 4:03 PM PT | CRM Buyer | 1018 Words

By Denis Pombriant
CreateSpace Independent Publishing Platform
March 5, 2015, 190 pp.
$14.99 Paperback

We all know customers have changed. They can voice their dissatisfaction with you, complete most of the buyer's journey without you, and even seek out support and...

Richard Adhikari
Oracle Aims to Wring More Sales From Marketing Cloud
04/06/15 5:28 PM PT | CRM Buyer | 650 Words

However, Oracle has most of the world's big companies as customers, noted Denis Pombriant, principal of the Beagle Research Group.

"These businesses don't want solutions that have an appearance of being bleeding edge -- they want stuff that works," he told...

Denis Pombriant
Self-Service and the 'R' in CRM
03/25/15 5:00 AM PT | CRM Buyer | 797 Words

Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take...

Denis Pombriant
Importance of a System
03/18/15 5:00 AM PT | CRM Buyer | 961 Words

I was having dinner the other night with friends, telling them about some of the ideas in my book, Solve for...

Denis Pombriant
Record Systems as Deal Savers
03/11/15 5:00 AM PT | CRM Buyer | 662 Words

Transaction systems have all the fun but systems of record do all of the work; at least it seems that way....

Denis Pombriant
What the Buyer Sees
03/04/15 5:00 AM PT | CRM Buyer | 731 Words

Partner Relationship Management gives a lot of attention to the vendor and partner relationship, and it should. But it's worth remembering...

Denis Pombriant
CPQ's Time to Shine
03/02/15 5:00 AM PT | CRM Buyer | 769 Words

Configure, price, quote software was once a barely thought about branch of CRM , falling under the heading of sales enablement....

Denis Pombriant
Relax, You're Surrounded
02/25/15 5:00 AM PT | CRM Buyer | 652 Words

I don't know how many old movies there are in which the good guys say, "You're surrounded, come out with your...

Denis Pombriant
Solving for the Customer
02/19/15 12:03 PM PT | CRM Buyer | 907 Words

You might remember Garry Kasparov, the last chess grand master to beat a computer. That was about 20 years ago when...

Denis Pombriant
Customer Science
01/28/15 5:29 PM PT | CRM Buyer | 966 Words

Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things...

Richard Adhikari
Quosal Lets Salespeople Add Video Spiels to Quotes
03/20/15 10:23 AM PT | CRM Buyer | 573 Words

"People love to watch the small screen, and as time-challenged as we are, 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 Denis ...

Richard Adhikari
Report: Most Insurance Customers Are Fed Up
02/27/15 2:02 PM PT | CRM Buyer | 678 Words

Byte Me, Bro!
"It's not about CRM," said Denis Pombriant, managing principal of Beagle Research , who interviewed the chief customer officer at "a very large multi-line insurance company" for his upcoming book, Solve for the Customer .

Companies...

Denis Pombriant
Beginning of a Paradigm
09/04/14 8:40 PM PT | CRM Buyer | 927 Words

I've been following the wearables space with great interest over the last year, from the first steps of products like Fitbit...

Denis Pombriant
Customer Experience Guru Joe Pine: Authenticity Is the New Quality
01/09/08 4:00 AM PT | CRM Buyer | 2044 Words

Denis Pombriant: You and your writing partner James Gilmore have been responsible for introducing some important ideas into the business world, like mass customization and the experience economy. How do you come up with ideas like that?

Joe Pine: Basically, we...

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