Customer Relationship Management

Moving Forward
Business Leaders Breakfast
CX and Digital Transformation

Join Business leaders who are embracing Customer Experience (CX) and moving forward in their digital transformation journey. You will hear from leading Australian brands who have taken their next steps on their path toward a seamless omnichannel experience. Improved adoption, usability, sustainability and scalability are just some of the results achieved from the CX projects

Delivering Redundancy – how to design yourself out of a job.

There are so many ways to measure if a project was successful, my preferred measure of project success is ‘redundancy’. Not the redundancy which spirals your life into unemployment and financial trauma, nor the redundancy of incumbent systems (although that’s sometimes desirable too!). But this redundancy surrounds the shelf life of the consultant and

The Power of Dynamics – Proving it’s not “Just a CRM”

As Dynamics 365 Consultants, it is our duty to understand and truly know our respective product areas - this comes with education and experience. Then, we must use this knowledge to guide our Customers and users in how Dynamics can be leveraged for them to overcome their challenges and reach optimal business results.  However,

IFRS 16 – Determining the Discount Rate or Incremental Borrowing Rate

Determining what discount rate (or incremental borrowing rate) to use when adopting the new IFRS 16 standard is one of the most important judgments that organisational management will need to make. Ascertaining what discount rate to use is complex and it should be noted that this decision will have the largest qualitative impact on

Device Technologies celebrates a phenomenal 10 year partnership with SAP and Bluleader

On 2nd March 2019, Device Technologies (DTA) celebrated their 10 year anniversary of SAP.  As part of commemorating this milestone, they wanted to share the journey with their team and highlight the transformational impact that SAP has had on the business, particularly surrounding Customer Service (both in the field as well as in-house), Contact

Case Study – Adoption of Dynamics 365 CE creates greater operational efficiency

‘The new Dynamics 365 system has vastly improved our ability to drive sales efficiency and reduce administration effort’ – Company Director This professional services company is a leading independent Australian systems integration firm focused on delivering Customer Experience consulting solutions.   Having grown in size significantly, they identified a need to implement a new internal

World Cup lessons to give your business a competitive edge

Russia is not normally a country we look to for tips on business technology, but as the dust settles after the World Cup, some lessons that translate into a business environment can be drawn from how the most successful teams overcame their opponents. Brazilian great Pelé once said: “When you control the ball, you

Touch Point Optimisation: Using Text Analytics to build Positive Customer Experience

In this article, we will discover how we can build a touchpoint optimisation strategy utilising speech to text, natural language processing, sentiment analysis, Marketing Automation and CRM. Customer Experience (CX) is the sum of interactions between an organisation and its customers over the duration of the entire customer lifecycle. The two main areas of

How will Enterprises deliver truly unique Customer Experiences that drive increased revenue?

Customer Experience or CX spans multiple disciplines and includes a complex web of customer journeys, touchpoints and environments. For the Enterprise, it becomes necessary to demonstrate the correlation between investment into customer experience and, following this, revenue growth to its stakeholders. This demonstration often becomes difficult to realise, as wholistic CX spans the entire

Introducing C/4HANA – the new SAP Customer Experience suite.

In a ground-breaking announcement at the recent Sapphire Now conference in Orlando, SAP unveiled a world first unified customer experience management suite called C/4 HANA. C/4 HANA brings together best of class solutions in CRM, Marketing Automation, eCommerce and Field Service Management The new portfolio, called C/4HANA, is a complement of CRM solutions that