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Richard Napier

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Director, On Demand Education Ltd

16 points

CRM Consultant & Educator, specializing in Siebel CRM, CRM On Demand.

Feb. 16, 2012

Richard Napier and 13 other people answered this question

Enterprise software users prefer Excel... what can vendors do about that?

I would align and summarize that if they switch to Excel, the user adoption battle is long lost, and they switch because the Enterprise App doesn't let them do what it is supposed to do (ie, perform the tasks of their job). Time and again ... more

Information Technology

Enterprise Software

Feb. 16, 2012

Richard Napier is now following Sarah Gogin

March 22, 2011

Richard Napier and 7 other people answered this question

What is the best way to train employees to speak and deliver presentations effectively?

I would align with the responses here, but add that you need to allow for the fact that not everyone learns in the same way. Usually when training a group, I try to have multiple options (video recording, written examples of good or bad practices, ... more

General Management

Human Resources

Presentation Skills

Feb. 21, 2011

Richard Napier and 3 other people answered this question

How is Microsoft trying to gain traction in the CRM market? Will they ever be the leader?

I believe they will eventually. It comes down to several things.
1) Windows Azure as a strong Cloud-based platform with major customers (think eBay) and the ability to be a cloud competitor in a big way. Watch where this goes with CRM
2) The commoditization ... more

Customer Service

Feb. 21, 2011

Richard Napier answered this question

What are the biggest threats facing SugarCRM this year?

According to Paul Greenberg, all-round CRM guru and generally very smart CRM speaker:
1) Lack of clear direction
2) Perception from analysts that they have no clear differentiators, and they are past their peak impact point
3)Ill-conceived attacks against competitors to lower the tone
He ... more

Threat Management

Feb. 21, 2011

Richard Napier and 11 other people answered this question

What are good CRM systems for a one person company?

As a one-man company, I have recently been experimenting positively with Zoho (mentioned further up) as a SaaS offering. It is free for up to 3 users but some features are only available in other versions. I particularly liked the ability to extend into non ... more

Feb. 21, 2011

Richard Napier is now following

Feb. 9, 2011

Richard Napier and 3 other people answered this question

Which CRM vendors have a reputation of serving large enterprises?

Regarding the subtext of the question, I would add a nuance to previous comments. Siebel (Enterprise) CRM is most definitely for large deployments, but Oracle CRM On Demand (which was previously Siebel CRM On Demand) is a SaaS platform built around the key processes of ... more

Customer Service

Feb. 9, 2011

Richard Napier and 5 other people answered this question

Social CRM Best Practices: What are your 3 tips for developing a social CRM strategy?

1) Define Objectives and Metrics, align with existing KPIs
2) Understand your customer's expectations and issues
3) Start small, plan scalability, pick the right platform more

General Management

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