Articles for Allen Bonde
To Win the ‘Last Mile’ of CRM, Your Field Teams Need Agile, Consumer-Style Apps
Designing solutions for the new generation of mobile CRM users means realizing that they value convenience and simplicity over bells and whistles—they want apps that help them stay connected while streamlining everyday tasks.
The New CRM: More Vertical, More Data-Driven
The next generation of CRM will be for the real estate broker finding a home for a newlywed couple, the architect managing projects and client referrals, or the pharmaceutical rep connecting a healthcare provider with a groundbreaking drug.
Self-Service Goes Mainstream
Make sure your self-service is providing the right service.
Self-Service and Outsourcing
Two approaches to optimizing service delivery.
Best Practices for Solving the Self-Service Paradox
The concept of having customers help themselves is actually a rather old idea--the difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.