cofounder and partner, CRM Essentials
Brent Leary is cofounder and partner of CRM Essentials, a CRM consultancy focused on small and midsize enterprises. You can email him at firstname.lastname@example.org or send him a tweet at @brentleary.
An informal survey reveals what vendors, and SMBs, need to do better
Better service, experiences, and intelligence can mean the difference between getting ahead and stalling
Creating better customer experiences on the go is the key to unlocking value
Adapt, disrupt, and above all remember the customer
A subscription model provides the flexibility customers want—but you have to engage them to make it work
Digital touch points—and digital wallets—lead the way
Context relevancy transforms interactions into experience.
Customers' app journeys hold the key to new opportunities.
New consumer expectations call for updating old practices.
When CEOs listen to the voice of the customer, everyone wins.
Think about business as a collection of consumers.
Content and context play essential supporting roles.
Strategies may change, but the key to success remains the same.
Sometimes the fun, shiny objects are just the cherry on top.
To meet expectations, try being FAIR.
As technology evolves, so must SMB strategies.
Companies with strategic approaches see the most benefits.
2012 holds great potential as a breakout year for CRM.
Building a business model to keep up with customer expectations.
Rising competition demands a holistic strategy.
So speak softly and carry just 140 characters.
Bridging the chasm between CRM and minority business.
Posted 18 Oct 2004
It appears the challenge and solution to raising CRM awareness is another type of CRM: community relationship management.
Posted 15 Mar 2004