• Are You Customer-Centric?

      John Eccles, 28 April 2021

      You should be customer-centric “The purpose of a business is to get and keep a customer. Without customers, no amount of engineering wizardry, clever financing, or operations expertise can keep a company going.” Theodore Levitt“The most important single thing is to focus obsessively on the customer.

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    • CRM System - Build in-house or Outsource?

      John Eccles, 15 March 2021

      Best of bothHow to develop a CRM system is NOT a binary choice between in-house vs out-source. Rather it should be viewed as a continuum between fully designed, developed and supported with in-house staff (permanent and contractors) at one extreme and fully outsourced to a partner on the other. At M

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    • CRM Project Success Criteria

      John Eccles, 24 February 2021

      At Magnetism, we’re committed to the success of every one of our CRM projects. So we’re keen to verify whether we achieve our goal. But what is success and how do we measure it?What is project success? It might be subjective. “All things considered, I think it was OK.”It might be different for diffe

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    • CRM Security for non-technical managers

      John Eccles, 10 February 2021

      The news over the holiday period was full of the Solarwinds hack. US departments and major US companies have been affected. No doubt we will hear more in the months to come. This news came at the end of a year in which many high-profile organisations were hacked and, in many cases ransomed. System s

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    • Proof of Concept for your CRM

      John Eccles, 18 January 2021

      CRM systems are well established technology. They have been around for decades. So why would anyone need a proof of concept for a CRM?What is a Proof of Concept?A proof of concept (POC) involves an exercise to test the real-world potential of an incomplete idea. It is not about delivering the idea;

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    • Sales is Dead

      John Eccles, 24 November 2020

      Boss: Did you get any orders today? Salesman: Yes, I got two! Boss: Congratulations! What were they? Salesman: “Get out!” and “Stay out!” Source: insidesales.comTo sell means ‘to persuade someone of the merits of.’ I want to advocate for NOT selling. Rather, I want to propose that we help customers

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    • CRM and the NZ Privacy Act 2020

      John Eccles, 18 October 2020

      The new Privacy Act 2020, which replaces the Privacy Act 1993, will come into force on 1 December 2020. Virtually all organisations in New Zealand are covered by this Act which covers the information in your CRM system.Now is a good time to review the information your organisation collects about sta

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    • Your Information Technology Roadmap

      John Eccles, 05 October 2020

      Magnetism provides specialist input to the IT roadmaps of our partner-clients. We advise about the new technology expected from Microsoft and how they might utilise it for greater value. We look at the broader IT systems and advise on how D365, Azure and the Power Platform might integrate with other

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    • All-in-one or Best-of-breed?

      John Eccles, 03 September 2020

      Which is better? An all-in-one system or an integrated best-of-breed system? The debate has been raging for years. Suppliers of all-in-one systems and ‘point’ systems both argue convincingly that their approach is superior while the consensus of those who profess to be independent is “it depends”. T

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    • How Can Software Developers Stay Up To Date?

      John Eccles, 17 July 2020

      Magnetism has long been committed to excellence through mastery. It’s a core value. Even in our specialisation (systems based on D365 and the Power Platform) the technology is advancing faster than ever before so ongoing professional development is crucial to our success. We make time for our entire

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    • Online Customer Self-Service - Why and How?

      John Eccles, 03 June 2020

      What is Online Customer Self-Service?This blog could have been about Online Self-Service because employees, students, partners, and other stakeholders might benefit from online self-service. But I am focusing on customer self-service because generally that is where the greatest opportunity lies.Cust

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    • Power Platform Licensing

      John Eccles, 18 June 2019

      Power Platform unlocks the potential of Dynamics 365 and Office 365. It opens the door for non-software developer users within organisations to manage data and electronic forms, automate business processes and enable mobility. An organisation needs licensing to use Power Platform. In this blog, I wa

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    • Voice of the Customer and CRM

      John Eccles, 04 June 2019

      Voice of the Customer (VoC) is not a new concept.  It’s the marketing concept re-badged - the philosophy that firms should analyze the needs of their customers and then make decisions to satisfy those needs, better than the competition. It's the same, but it’s also different because we live in

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    • IT for High-Growth Companies

      John Eccles, 30 May 2019

      IT systems can be growth drivers or growth inhibitors.  Information Technology should be scaleable and adaptable as well as enabling growth strategies. We’ll examine key features of IT systems consistent with the needs of high-growth companies. Cloud Fast, flexible and cost-effective means clou

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    • CRM and CX Strategies

      John Eccles, 08 January 2018

      Is Customer Experience (CX) going to replace CRM? Do I need a new system for CX? What does CX mean for my CRM system? To answer these questions, we need to review the fundamentals of CRM and CX and look at the software functionality required for each.What is CRM? CRM is the business strategy to acq

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