CuriousRubik · Blog
A customer has opened fewer support tickets this month. That observation might indicate a smoother experience, reduced use, a change of contact, or a decision to stop asking for help. The data point does not choose among those explanations.
Sales teams are more likely to support a CRM strategy when they can see how it improves the work of selling and how management will change its own behavior in return. A promise of better visibility is insufficient if visibility mainly …
A customer agrees to a service, completes onboarding, receives an invoice, and asks for help. Inside the company, those events may belong to four departments. To the customer, they are parts of one commitment.
A screen that displays every available customer field can still leave an employee unable to answer a simple question: is this the right customer, is the information current, and am I allowed to act on it?
A renewal team offers a discount because it believes an account is disengaged. The service team knows the customer is waiting for an unresolved implementation issue. Finance has placed a credit note against the same account, while the …
A customer calls about a promise made three weeks ago. The account manager is unavailable. The colleague who answers can find the customer’s contact details and purchase history, but cannot establish what was promised, why an exception was …
A sales representative can understand the CRM, acknowledge its importance, and still postpone updating it until Friday afternoon. That behavior is often described as resistance. It may also be a rational response to a system that asks for …