CRM Essentials

Table of contents: Experience is not only for the customers Moving from how customers spend to why they spend by working on internal and external processes CRM is not just for a few Automation is not just for reducing costs Conclusions Aware of the fact that CRM is not only a software, but also a [...]

Table of contents: Knowledge Management: what it is and why it is important Customer knowledge management (CKM): how to manage at best your customers' data The role of CRMs in the Customer Knowledge Management Customer Knowledge Management System: the management and sharing of customers’ information In the past, the fields of CRM and Knowledge Management [...]

“We have always worked like this”, this is a phrase that we hear a lot. Thorugh history this is indeed a vary common behaviour. Starting for instance from the first half of XX century, Charles Franklin Kettering, engineer, inventor and vice president of General Motors, claimed that “the world hates change yet it is the [...]

How to manage at best your Internal Customer using a Holistic CRM approach The word is changing at the speed of light: knowing how to innovate and improve is the only way to survive. Moreover, the Covid-19 has twisted the way companies work. On one hand, the necessity of creating long lasting relationships with the [...]

Internal Customer: why it is important and how to manage it at best with CRM Processes Implementing a CRM project is a challenge for every organization; it brings changes in all levels and involves all the employee. It is important not to lose sight of the correct change management that the CRM brings in the [...]

E-Commerce and CRM: post-emergency practical advices   The coronavirus has changed our behaviours: not only those relatet to our social, work or school life, but mostly those related to our purchases. It was a real revolution: from large chains to small neighborhood shops, everything has moved to digital often in hybrid ways. The data confirm [...]

Remote Working & Smart Working lessons learned The quarantine period and remote working we have just experienced has brought about major transformations in our lives. One of the most important was undoubtedly the one related to the way we work. In a short time, we went from being a moderately traditionalist country as far as [...]

How to manage customer support remotely   To date more and more companies had to organize themselves to manage their customers remotely during this quarantine period. Especially in times of crisis, a customer's interaction with a company can trigger an immediate and persistent effect on his sense of trust and loyalty. In fact, a recent [...]

How to improve the Customer Experience remotely   The customer experience is one of the most important aspects for the success of companies: in order to be competitive it is in fact necessary not only to fully satisfy the customers' expectations but also to offer a great experience. Even more so, in a complex scenario [...]

Smart working: how processes can support sales management Smart working has become critical in these coronavirus emergency weeks. To maintain safety, reduce contagion and continue working, we are all working "smart", mostly from home. Digital technologies play an essential role in facilitating and making possible new ways of working and are a fundamental driver of [...]