• Blog Post: Making sure everyone knows where the cheese is going to be ...

    The last couple of posts focussed on awareness of why people buy CRM solutions & the value they wish returned from an implementation. As this blog exists in the realm of the development partner community, I thought it useful to "follow the story" - ensuring that the implementation effort...
  • Blog Post: Talking About Customers ? Focusing squarely on customers is more like it ...

    Here in the UK, the global downturn has brought the challenges of business failure into the everyday media. Nowhere has this downturn been more apparent than among small and mid-sized businesses (SMBs) - Sage UK's traditional heartland. Smaller businesses have seen a slowing customer demand &...
  • Blog Post: Going around in circles? The 360 Degree View in an age of Social Media

    Companies turn to CRM tools and strategies for many reasons. Typically it's an initiative that aims to gather more information, thus providing a better service and, hopefully, a loyal customer. It's the often quoted "360 Degree View" mantra. Criticisms of such initiatives however...
  • Blog Post: Where do you want your cheese to be ?

    The world is going through a period of change. Boom & bust cycles are a fact of life but this time, some say, it is unprecedented change. Fundamental assumptions are changing & continue to do so. Arguably, unlike previous recessionary times, these changes are happening faster & reaching further...
  • Blog Post: Managing Employee engagement & CRM strategies - it's easier than you think ...

    Last time, I wrote about how & where social media interacts with a business' CRM strategy. For this post, I wanted to move into an area of great personal interest to me - executing a CRM strategy so that everybody really "gets it". In particular, I wanted to focus on employee engagement...
  • Blog Post: The parade comes to town - Technology For Marketing & Advertising is London bound

    The UK's leading conference for marketers & related disciplines kicks off this coming week in London. Technology for Marketing & Advertising, or TFM as it is colloquially known, is at Earls Court Exhibition centre, February 26 & 27. Over the years, the footfall increases, as does the...
  • Blog Post: CRM in a downturn - our thought leadership piece appears in Director of Finance (UK) magazine ...

    Just a short post now that I am back, after a week away chasing the sun in Cornwall ... Sage UK marketing have secured a double page editorial in the Spring edition of Director of Finance. The magazine, which lands on 15,000 FD’s desks this week, speaks of the imperative of investing in a CRM system...
  • Blog Post: Engagement meets reputation management

    My last post focused on employee engagement & how that intersects with a CRM strategy. In particular, I made a strong point that every CRM strategy needs to be company-wide & have employees at its' heart. A few readers commented on that post and the previous , musing on how social media...
  • Blog Post: "No longer sitting in the big chair" - speaking at mycustomer.com

    TFM&A is over for another year. The folks at United Business Media indicated a footfall increase of 10%, while on the Sage stand, our partners saw a good flow of interest. Happy people all around then ! My colleague Duncan Wood presented a piece on taking CRM Mobile which was well received - similarly...
  • Blog Post: Sharpening the proposition ...

    Over the last week several people have asked my thoughts on how CRM propositions need to reflect the changing times. A couple of threads have been running around in my head, so let's see if I can bring them together. Firstly - I attended a Gartner CRM Summit in the UK last week. The message from...
  • Blog Post: Innovation in business - making CRM work even better

    Since I last wrote, the idea of creativity in business has been swirling around in my mind. The current economic conditions are driving our customers to think more about WHAT they sell - what are the top products, what else could we sell to existing customers, etc. Trouble is, that thinking really...
  • Blog Post: Managing the customer journey with social CRM

    You can find this post on the new Sage CRM blog channel .
  • Blog Post: Calling in the crowd

    An investment in CRM software is key to customer retention strategy. But without social media interaction, a business' can only "know" about the conversations had directly. What happens when those customers talk about a business in other forums - blogs, forums, social networking sites,...
  • Blog Post: Success with Benefits - taking the long view of CRM

    I have, over the years, spoken about the importance of building a strong business case for CRM in the *first* instance - engaging with all stakeholders in a company, uncovering their business needs, speaking about ROI and shaping the story around those dimensions. What is often lost after the initial...
  • Blog Post: "Out with the old, in with the new". Why reviewing your software make sense.

    Many of our customers have been using our products for years. Yet these customers' business may have evolved - perhaps through growth, maybe through a change in strategic direction, even changes in compliance or similar. Change also comes from younger generations, wanting to add software & automation...
  • Blog Post: Articulating Return on Investment - why it matters to everybody in a project

    For this blog, I am returning to a favourite subject of mine - that of helping articulate & recognising the value of investing in a business management system (BMS). I was speaking to a Canadian partner of ours just recently & wanted to share a customer story of theirs with you. I met Calvin...
  • Blog Post: Building a successful business by leading with Sage CRM

    My last posts have been speaking about, and with members of, our North American business, so I thought it time to move elsewhere. For this post, I am in my home territory of the United Kingdom and, for this edition, would like to share an interview I conducted with Sage UK & Ireland's (UKI) leading...
  • Blog Post: Reflections from Sage Summit 2014 - "Creating a new future: Partnering in the age of the cloud"

    Every year, around this time, the Sage Summit roadshow rolls into town. Typically our largest event, the US Summit is happening May 9 - 11 with the Canadian event in Toronto taking place at the end of June. For businesses of all sizes, whether established for 20 minutes or 20 years, Sage Summit is...
  • Blog Post: Delivering CRM success through managed projects

    Continuing on a theme of what makes a successful CRM implementation, I spoke recently with Sage UK & Ireland's (UKI) Principal CRM Consultant, Jonathan Jack , about how he works with customers. [David Beard, CRM Principal, Sage CRM] Talk to me about when you first meet a customer & how...