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  • 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: 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: 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: 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: Email Marketing Segmentation - Introduction

    The previous post was the final piece that looked at strategicc readiness for email marketing. This week we move on to an area of huge importance to the success of an email marketing programme - segmentation. Segmentation is the method by which we craft information that is tailored and delivered to a...
  • Blog Post: Email Marketing Segmentation - Setting Objectives

    The previous post introduced the challenges of segmentation. Let's now talk about harnessing objectives. It's vital you set yourself some overall objectives for segmentation. Start by thinking about your business: What the key factors of success are outside of the email program & decide...