Customer Relationship Management

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

Sales and marketing alignment for greater sales effectiveness

Over the last few years, we have seen a consistent trend of customers engaging with the seller much further down the sales funnel, which in effect is dramatically reducing pipeline visibility. Some studies show over 70% of the buyer’s journey is complete before engagement occurs,  thus signalling a significant paradigm shift.  At the point

Why field-servicing operations have to recognise the link between technology, staff retention and customer satisfaction

Technology isn’t a silver bullet. In fact, as tech gets cheaper, easier and more available to everyone, it’s not which technology you choose that will set your organisation apart. It’s how well you harness it as a tool for what IS the number one battleground in the market place: customer experience. If you’re in

Case Study – First In Australia – Medical Devices Industry

SAP CRM/BCS Implementation - Medical Devices - Case Study Project Details Bluleader in partnership with their customer, has successfully implemented a contact centre solution using SAP’s Business Communications Manager (BCM) and SAP CRM.  This has greatly increased contact centre efficiency as well as driven improved customer service and sales opportunities. The customer is a

By |2018-08-02T01:57:58+00:00July 1st, 2012|Customer Relationship Management, SAP|