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Cogitations

To cogitate: to think hard; to devise; to deliberate... 

The customer is always right... or are they?

My job is to help clients to deliver the best possible customer service they can, through effective communications, efficient business processes and careful data management. But is there a point when the customer can be wrong? Is customer satisfaction the holy grail no matter the cost? In my opinion there comes a point when winning the loyalty of a particular customer may actually be detrimental to that organisation... 

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Katie Williams
Computer says no....

We have all experienced this: ‘I’m sorry, the computer won’t allow me to do that’ or ‘I can’t see that from this computer’ or ‘I don’t have any way to see that information’. Isn’t it just the most frustrating thing?

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Katie Williams
Develop a customer strategy and reap the rewards of success

When reviewing customer retention trends and patterns with one of the CRM application providers I work with, we are able to see some fascinating evidence that adoption of a CRM strategy with a supporting application helps businesses to be successful.

Reviewing the data of a number of clients who have adopted a cloud-based CRM application, we can see that a number have increased their user licenses quite significantly in a 12 month period.

Almost without exception, those businesses have all been heavy adopters of the activity management functionality in their CRM application

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Katie Williams
Garbage in, garbage out

One of the major factors in the success of a CRM implementation is the quality of the data in the system. The old adage ‘garbage in, garbage out’ is very true here. 

Organisations often overlook the preparation of their data when considering the time and effort involved in rolling out a new CRM application. 

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Katie Williams
New year, new you

So here we are at the beginning of a new year. Everyone is talking about their goals and objectives for 2017, and social media is full of advice on getting into shape, losing weight, becoming a better version of yourself.

In my opinion this approach can also apply to your business...

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Katie Williams