Organisational Performance Archives - Page 13 of 14

Trust Part 2: Aiming for cost-release while improving B2B customer efficiency?

May 11, 2015/in Embedded Trust /by Dr Mark Hollyoake

While cost-release has been the focus for efficiency and improvement in recent years, few organisations effectively translate commercial needs into operational capability t… Read more

CRM Steps for Success – Managing Expectations, Part 5 of 7

May 1, 2015/in Business Capabilities /by Dr Mark Hollyoake

Many CM and CRM systems are over-sold and over promise on the capabilities they can deliver from day one. This generates a high level of expectation and anticipation which puts pre… Read more

CRM steps for success – Part 2 of 7

May 1, 2015/in Business Capabilities /by Dr Mark Hollyoake

In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more

Satisfaction or ‘Statisfaction’?

May 1, 2015/in Business Capabilities /by Peter Lavers

One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That g… Read more

CRM Steps for Success – Plotting the Journey Part 4 of 7

April 28, 2015/in Business Capabilities /by Dr Mark Hollyoake

People remember how they feel, not how well they were processed Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more

CRM Steps for Success – What’s in it for me? Part 6 of 7

April 28, 2015/in Business Capabilities /by Dr Mark Hollyoake

Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more

CRM Steps for Success – Making the case for change – Part 3 of 7

April 21, 2015/in Business Capabilities /by Dr Mark Hollyoake

Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manageme… Read more

CRM Steps for success – Part 1 of 7

April 7, 2015/in Business Capabilities /by Dr Mark Hollyoake

Tweet to @MarkHollyoake // According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more

CRM – 6 Steps for Success

March 1, 2015/in Business Capabilities /by Dr Mark Hollyoake

Mark Hollyoake examines what it means to build a successful CRM programme, in this publication you will learn how to make a compelling case for change, manage stakeholders effect… Read more

RBS vs O2 – Understanding the power and value of trust

February 28, 2015/in Embedded Trust /by Chris Hudd

We have two recent examples of problems within massive UK businesses, one which appears to understand the power and value of trust and another which does not. In June the systems pr… Read more