I am a big fan of Seth Godin’s Blog. The brilliant post, which inspired me to write this, is named The magic of low hanging fruit.

It’s way more profitable to encourage each of your existing customers to spend $3 than it is to get a stranger to spend $300. It’s also more effective to get the 80% of your customer service people that are average to be a little better than it is to get the amazing ones to be better still.

(more…)

One area where Enterprise 2.0 technology makes dramatic inroads is Project Management tools. There are many web based Project Management and Time and Activity Management software based on “social software” technologies available now. Personally I have always maintained that there is no need to manage competent professionals, they can use thought leadership, support, sounding board for discussion, but not management. Therefore I had to maintain time lines and budgets for the projects, largely by “keeping a ear to the ground” and using anything from spreadsheets to MS Project for management reporting and accounting.

(more…)

I had a new experience today being a guest speaker on InsideCRM webinar of the same title as this post. Chris Bucholtz was extremely nice to me, first inviting me to participate in their “Ask the Expert” panel, and now to share my CRM implementation thoughts. I am very grateful to Chris, to Erica Hsu who kept this undertaking on an even keel, to Leo Manson, my co-presenter from Microsoft, and the rest of InsideCRM folks who contributed to this event.

The webinar can be viewed by clicking on this link. If anybody is interested in the copy of Powerpoint slides and or notes, please email to me at gyankelovich@evolutionofbpr.com, and I will be happy to send a copy to you.