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
Read the full article hereMagnetism 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
Read the full article hereWhat 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
Read the full article herePower 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
Read the full article hereVoice 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
Read the full article hereIT 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
Read the full article hereIs 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
Read the full article hereDepending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. Not my words. I’m quoting Amy Gallo from Harvard Busines Review, October 29, 2014. As we already knew, keeping customers
Read the full article hereCRM vendors and partners provide different services, operate differently and think differently. It’s important to know which you need and how to work with either a vendor or a partner to maximise results The CRM vendor The CRM vendor’s business model is selling CRM services: they undertake CRM proj
Read the full article hereYour CRM system should be delivering outstanding value to your organisation, enabling you to know and serve your customers better and automating previously manual tasks. Your CRM users will be loving it! "It's not quite like that for us" I hear you say. Then perhaps your system is not working as i
Read the full article hereYou need a CRM system but there are a baffling array of options. You want to quickly sift out those that are not going to work and arrive at a list that is manageable. This blog is for you. I will cover the broad categories of CRM without diving into the minutia of detailed functionality. Size of
Read the full article hereYour CRM project doesn’t have to be like this! Magnetism has done many CRM projects that were on-time and on budget. But you will need to be intentional because in general, CRM projects are like most projects and most projects go over budget. In July 1997, the proposed new Scottish Parliament bui
Read the full article hereA business case for a CRM system must examine benefits and risks involved with implementing CRM and, conversely, not implementing CRM. Provided the benefits outweigh the costs and risks, the conclusion should be a compelling argument for implementation. Chances are your organisation has a Bus
Read the full article hereWhether you are evaluating your existing CRM system or considering embarking on a CRM project, it is worthwhile to step back and think about what a good CRM system looks like.Not the UI (user interface) although that’s important, I’m talking about what your organisation will be like when a good CRM
Read the full article here“To get a CRM system customised for my organisation, I need to find a competent CRM software development vendor, brief them on our requirements and leave it to them. After all, they are the experts.” Right? Wrong!! With that approach, you have a high chance of spending a lot of money on
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