Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

×

Denis Pombriant

Follow Following Unfollow

Managing Principal, Beagle Research Group, LLC

60 points

Since 2000 I have analyzed the CRM market including sales, marketing and service issuing numerous reports, white papers and blog posts. I continue to cover these issues as well as cloud computing and social CRM. I advise vendors on market ...

Since 2000 I have analyzed the CRM market including sales, marketing and service issuing numerous reports, white papers and blog posts. I continue to cover these issues as well as cloud computing and social CRM. I advise vendors on market strategies and end users on selection choices. My latest book is "Hello, Ladies: Dispatches from the Social CRM Frontier".

» read more » read less

April 22, 2011

Denis Pombriant and 1 other person answered this question

Is it time for organizations to look at a new role at CXO level - Chief Customer Officer?

I think Chris is on track. Personally, I don't think it's realistic to invent CXO level jobs every time something changes in the business. These people report to the CEO who needs a streamlined organization if he or she is going to keep riding the ... more

Customer Serivce

Feb. 17, 2011

Denis Pombriant published a brief

Beagle Short Tale Awards 2011

General Management

Information Technology

Feb. 4, 2011

Denis Pombriant and 6 other people answered this question

What is YOUR view of what Social CRM will become in say 2 years?

I agree, maybe. We shouldn't lose sight of the idea that CRM was invented in a very different time. It was the end of the high-tech boom when products and whole categories sprouted like dandelions (recall the dot.com boom?). The CRM suite that evolved then ... more

General Management

Social Crm Concepts and Implementation

Nov. 30, 2010

Denis Pombriant and 14 other people answered this question

Best Practices for an On-Demand CRM Implementation?

Believe it or not, the best practices are not really different from the practices you ought to know from other implementations though they might be easier with on-demand, here's why.
The best, best practice that I can think of is to chop up your implementation into ... more

General Management

Nov. 17, 2010

Denis Pombriant and 15 other people answered this question

How should we approach customer service in the current economy?

In a down economy it's much less likely that you'll get new business and more likely that you'll sell something incremental to your existing customers. So you might not sell as much in dollars or volume but your customers will become a very important part ... more

Customer Service

Consumer Behavior

Customer Loyalty

Customer Service Best Practices

Nov. 17, 2010

Denis Pombriant and 13 other people answered this question

What are customers looking for in service today?

Competence. That's it, competence. Sure, someone has to be there to take a call, they ought to make an attempt at being pleasant and all that. But don't forget that people call because they need help and if you can't help all the niceness in ... more

Customer Service

Customer Experience

Customer Satisfaction

Customer Service Best Practices

Nov. 17, 2010

Denis Pombriant and 13 other people answered this question

How does a customer's perception of their 'treatment' from customer service impact their experience?

Start by doing what you say you'll do. Too often we skip past the idea of accomplishing something to get to the customer experience. We miss the fact that the customer arrives at the service encounter to get service that fixes a problem. We assume ... more

Customer Service

Customer Experience

Customer Loyalty

Customer Retention

Following 3 Topics

Following 0 People

Followed by 216 People

Knowledgeable in 7 Topics

#311 of 2156

General Management

#212 of 1194

#84 of 341

#137 of 419

#153 of 636

#54 of 142

#1407 of 2984