Where does good CRM begin and end?

I’m speaking at the Oracle Apps Day in Johannesburg next week – presenting my new presentation 2nd Acts, but with a focus on CRM. So I’ve been looking at the world around me with my customer service and customer management glasses on for the last couple of days as I prepare. As luck would have it, I’ve had some interesting customer experiences recently. Some good, but most of them bad. Let’s start with the gym group I’m a member...

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Why HR Managers should not become plumbers and why IT techies charge the fees they do.

Many years ago I was told the story about an IT technician who was called to an executive’s office to fix a computer. The techie arrived, opened the machine, turned one screw, closed it and fired it up. It worked perfectly! When the executive received the account for USD 255 he was incensed. He phoned the techie, demanding to know how turning one screw could possibly cost so much. The techie calmly replied that he’d only charged USD 5 for...

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Getting back to Communication Basics

Isn’t technology wonderful? I can sit in my office all day (when I’m not speaking to an audience) and communicate to my heart’s content with the entire world via my blog, e-mail, twitter and Skype. My wife doesn’t understand this – she doesn’t understand that I would rather do it this way than use the more traditional method of picking up the phone and calling someone. Of course I have a valid reason – I spend most of my time in...

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Why you need a leather jacket in a post-recession Business world.

In a world devoid of loyalty from employees and customers, a new style of Leadership is imperative. Gone are the days when people trusted and followed us on face value and because of position. With global access to information, critical thinking is the modern relationship currency. Follow this SECRET to make the modern Leadership connection: Minimise the SACRIFICES you expect people to make to buy from you and to work for you. In a nutshell,...

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Claim what you deserve – but only if you REALLY want it!

“Just because you deserve it doesn’t mean that you’re going to get it. Sometimes you’ve got to take what’s yours.” I find this to be an alarming trend in South Africa today. People seem to think they deserve things just because of who they are (or think they are) or because of what they’ve done. Not to mention the legacy of Apartheid. Of course you often feel that, because you’ve put in the hours, you deserve the result. ...

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