This is Theresa Quintanilla's Typepad Profile.
Join Typepad and start following Theresa Quintanilla's activity
Join Now!
Already a member? Sign In
Theresa Quintanilla
Houston, TX
Founder at SteadyCRM.com
Interests: CRM, customer relationship management, marketing, loyalty, innovation, business books, houston's image, blogging, new york, marketing trends
Recent Activity
Image
Sometimes we have to fight the current in order to stay connected with people. They are probably not swimming away from us, just drifting, not trying to stay connected. We have to be the one doing all the work to maintain the connection. One of the wrong ways to do it is with the 'just checking in' email or phone call. Fortunately, there are many different ways we can do it right. Hendrik de Vries has some good statistics about the problem as well as some strategies for avoiding it. Mingle Media Marketing blog: Avoid the "Just Following Up" Email,... Continue reading
Posted 7 days ago at QViews
Image
The graphic below emphasizes how customer expectations have changed because of social media. But users of CRM tools have drastically changed their expectations as well. It's becoming more and more important that the CRM tools you are using pull all the relevant social media accounts and posts into the customer view. When choosing a CRM tool, look at the social media being used by your customers and make sure it can be integrated into the workflow. MyCustomer.com: Fanhub's Socially Inspired CRM Infographic, 2014-Jun-17 by Jessica Carter Continue reading
Reblogged Jul 21, 2014 at QViews
Whether we are are looking for an assignment or a job, we have to find a problem to solve. By the time a job description or RFP is written, the pain point that created the need has been obscured. Many more layers of "nice to have" skills and whistles have been added. The experience required to solve the problem has been pre-supposed, often inaccurately. No questions are posed to the applicant. How to find a place to contribute? We have to become curious with every professional we meet. They love to talk about their work. We don't inquire about titles... Continue reading
Reblogged Jul 19, 2014 at QViews
Face-to-face networking has always been a big part of my life, even though I'm very introverted and drained by busy meetings. Michael Katz does a good job of reminding us how to make the most of it. The problem we solve is... "we're not getting as much as we could from our customers." 'As much' could refer to repeat sales, loyalty, referrals or profitability. We're positioned to fix those problems. At Steady CRM, "We get loyalty." Blue Penguin Development: What Problem Do You Solve?, 2014-Jun-19 by Michael Katz If you want to win at the word of mouth game, you... Continue reading
Reblogged Jul 18, 2014 at QViews
PayPal's early path may well have changed the face of entrepreneurship, but the agile/lean lessons are not what inspire me. When building teams we often spend so much time worrying about skills and experience that we forget that trust and commitment come first. TechRepublic: How the 'PayPal Mafia' redefined success in Silicon Valley, 2014-Jul-5 by Conner Forrest The PayPal Mafia is often referred to as a "network" of people, but Thiel is hesitant to describe what PayPal achieved as the work of a network. "I prefer the word friendship to networks, and I think the critical piece was that some... Continue reading
Reblogged Jul 16, 2014 at QViews
To benefit from experience we have to make sure its incorporated into our plans and perspectives. We have to keep changing constantly in response. Our plans have to evolve. Even our values. Brainpickings: 20-Year-Old Hunter S. Thompson's Superb Advice, 2013-Nov-4, Excerpted by Maria Popova Every man is the sum total of his reactions to experience. As your experiences differ and multiply, you become a different man, and hence your perspective changes. This goes on and on. Every reaction is a learning process; every significant experience alters your perspective.... As I see it then, the formula runs something like this: a... Continue reading
Reblogged Jul 15, 2014 at QViews
To defend our business, we have to keep improving, but many of us don't want the anxiety of testing new things. As Steve Blank points out, we don't have to go out on a big dangerous limb. If we keep our improvements small and get them in front of customers immediately, we'll know if we're on the right track. Xconomy: Keep Calm and Test the Hypothesis, 2014-Jun-23 by Steve Blank A proper MVP, Blank argued in that video, is a prototype with the smallest possible feature set that still shows potential customers how your idea can help them. Once you... Continue reading
Reblogged Jul 14, 2014 at QViews
Image
I confess that well-deserved pity for Hachette authors has not led me to boycott Amazon. (Hachette can take care of itself.) As a book lover, Amazon has done more to improve my quality of life than any traditional publisher. Kindle, wish lists, free shipping for the patient, excellent search capabilities, a sound recommendation engine, and many other little conveniences have made me a better book buyer. And I hope the authors are grateful for that. I tried Prime for one year and came to the conclusion that it led me to buy books too impulsively. I prefer to space out... Continue reading
Reblogged Jul 10, 2014 at QViews
Image
Customers have many ways to rate your service. Are you giving them the opportunity to bond with you or to victimize you? Recently, I had to meet some friends at a bar I'd never seen. So to set my expectations, I decided to look at the reviews on Yelp. I was surprised to see how many people had blown up minor service errors into major attacks. I'm willing to bet they wouldn't have looked the bartender or bar owner in the eye and said the same thing. They would have been forced to deal with their mutual humanity. Take every... Continue reading
Reblogged Jul 8, 2014 at QViews
Image
Good CRM is either a habit or a struggle. Customer relationship management is not actually management. In the 1990's "crm software," such as ACT! for the personal computer and enterprise-based systems such as Brock provided a way to proactively manage data for selling. These software products were tools for businesses that wanted to be systematic, even automated, in their sales activities. Many of the features designed then are now built into our email and accounting software. Establishing a process, computer-driven or not, to keep up with your customers and support them in a reliable, proactive manner will make it unnecessary... Continue reading
Posted Jul 7, 2014 at QViews
Image
In all human beings, loss aversion can lead to enormous distrust. In other words, if someone has cheated you, you are likely to become distrustful of everyone. This behavior is not only irrational, it's incredibly damaging. As co-workers, we must keep on trusting in order to work effectively. I recommend that if you are cheated, you share your grief. Don't bottle it up because it will make you too cautious. Blaming is also poor behavior, so focus on how bad it made you feel, and other people will be sympathetic. Use that emotional support to trust again. NY Times: Why... Continue reading
Reblogged Jun 26, 2014 at QViews
When employees are able to make contributions on the job which make sense to each of them, then compensation becomes a straightforward matter of fair play. Experience Matters: CX Tip 7 - Motivate employees with intrinsic rewards, 2013-Sep-25 by Bruce Temkin Companies often try and force employees into doing things by slapping on metrics and measurements. While these types of extrinsic rewards can change some behaviors, they can often cause conflicts and lead to unexpected consequences. When Staples put in place a goal for $200 of add-ons per computer sold, some store employees stopped selling computers to customers who didn’t... Continue reading
Reblogged Jun 23, 2014 at QViews
Image
Most companies do many things to attract attention, then fill a customer need. Sadly, that puts them on an eternal treadmill. Unless you work first to establish a strong bond with the people you want to serve, everything else is just flailing around. Your company must be built out of interaction with customers. You know what they can become. They know whether or not what you provide is helping. Neither of you can ever really know what the other sees, so you have to communicate regularly. And as the provider, your company must be open to whatever communication channel works... Continue reading
Posted Jun 21, 2014 at QViews
Image
When I started work for Ogilvy in 1984, we didn't have email—we had memos. And memos lived and died based on their titles, or subject lines. All news account executives were schooled in producing informative, engaging subject lines for our memos. Or they wouldn't be read. Now that I spend so much time communicating by email, I have sadly become lazy, frequently using the 'catching up' subject line. Maybe the purpose of my email is to catch up with a friend, but the purpose of my subject line is to make my friend light up. Web Ink Now: Catching Up... Continue reading
Reblogged Jun 20, 2014 at QViews
Image
When you're trying to get people to follow you, don't ask them to support your ideas... instead tell them you'll help them be more true to themselves. New Yorker: I Don't Want to be Right, 2014-May-19 by Maria Konnikova It’s the realization that persistently false beliefs stem from issues closely tied to our conception of self that prompted Nyhan and his colleagues to look at less traditional methods of rectifying misinformation. Rather than correcting or augmenting facts, they decided to target people’s beliefs about themselves. In a series of studies that they’ve just submitted for publication, the Dartmouth team approached... Continue reading
Reblogged Jun 19, 2014 at QViews
Image
Whenever I have easy, unexpected success, I always assume I know why, and I'm usually wrong. Success is not as informative as failure. Always on Purpose: The REAL reason you’re stressed out: It’s not why you think, 2014-May-8 by Amy Eliza Wong Fast forward to the vision you’d like to be true whenever that future state for you is. Tomorrow? Two months? Three years? See the perfect scenario that would make you happy. Now tell the story backwards and explain to yourself how the current situation was absolutely necessary, absolutely on purpose, to get you to this vision. Painting backwards... Continue reading
Posted Jun 18, 2014 at QViews
Image
So some people have observed there's a new experience line on my LinkedIn profile. Yes, I have gone back to the entrepreneur grind. My new venture is a consulting business to help professionals improve their customer relationship management process. The goal is to help my friends clone their best customers. So many people think "I need new customers," but that's too broad. You need everyone to act like your best customers. I can help you build that system. The profitability of your business will improve because you will learn what makes your customers more loyal to you specifically. "We get... Continue reading
Posted Jun 17, 2014 at QViews
Image
Branding is mistakenly seen as image building. Branding is actually an outcome of the way a company behaves. If all the employees understand the values which drive the brand, they will know how to behave in any circumstance. Your customers expect your brand to learn, adapt and evolve over time. That's why your processes have to be flexible and frequently updated. So when you create a belief system, you have to include how your brand learns and how that learning is used. Warc: 'Belief Systems' Guide Brands, 2014-May-16, interview with Shaun Nichols, vp/integrated content marketing at Dr Pepper Snapple Group... Continue reading
Reblogged Jun 13, 2014 at QViews
Image
One of the most important steps in innovation is seeing the patterns that confine us. That's why it's so important to listen to people who question conventional wisdom and the status quo. They may not be right but they are most probably signalling some previously unnoticed pattern. The New Yorker: The Woman Who Coined the Term White Privilege, 2014-May-13, interview of Peggy McIntosh by Joshua Rothman In order to understand the way privilege works, you have to be able to see patterns and systems in social life, but you also have to care about individual experiences. I think one’s own... Continue reading
Reblogged Jun 9, 2014 at QViews
Image
No two brains are alike, but the principles of operations are becoming well known. When I get a new computer or an unfamiliar applications, I usually try to operate it a few days without looking at the manual. Then I sit down with the manual and really dig in. I learn about functions I never knew existed. Is there some function of your brain that isn't being used? Farnam Street: 12 Things We Know About How the Brain Works, 2013-Mar-20 by Shane Parrish Babies are the model of how we learn—not by passive reaction to the environment but by active... Continue reading
Reblogged Jun 6, 2014 at QViews
Image
Over the long run, you have to know your customers, but in the short run, where sales are closed, you have to know their context. So the customer relationship management system is not just a collection of names, addresses and labels. It's a place to keep up with an evolving situation. Medium: How to 'Know' What Your Customers Really Want?, 2014-Apr-20 by Pandith Jantakahalli Focus on understanding the situation not the customer. Customers find themselves in a situation, with constraints and emotions. This situation forces a customer to take a decision to hire a product to get a job done.... Continue reading
Reblogged May 30, 2014 at QViews
Image
One of the big challenges in identifying prospects for a product or service is selecting people who have 'mental access' to it. By that I mean, when they observe it, can they imagine themselves using or possessing it. If they cannot, then that's your biggest marketing hurdle. Maybe you should identify different prospects. It's not wrong to go after people who don't see themselves as being in your market, it just takes more time and/or money to reach them. Medium: Why do people buy art?, 2014-May-9 by Amrita Chandra People didn’t recognize themselves as art buyers. The art establishment has... Continue reading
Reblogged May 29, 2014 at QViews
Image
Gallup recently studied employers who have a high percentage of employees 'actively engaged' versus employers who don't. Not surprisingly, they found the big difference was companies that provide lip-service to good management versus those who challenge themselves to constantly improve. I've paraphrased the 7 differences: Involved, curious leaders who want to improve Terrific HR departments Healthy culture first, mission second Don't let economic downturn be an excuse Trust, hold accountable, support the managers Straightforward, decisive approach to performance management Don't pursue engagement for its own sake The one which surprised me was No. 3: Healthy culture first, mission second. My... Continue reading
Reblogged May 28, 2014 at QViews
Image
For many solo professionals, having a business model based solely on referrals is a matter of pride. If you receive a sufficient number of referrals to be selective, you are very lucky. In the long run, identifying your best prospects and pursuing them is better for your business. If your customers give you many referrals, then you need to educate customers about who you can help. They may turn out to be a sales force you can't control, sending you unprofitable clients you can't please. Red Lemon Club: Why World of Mouth Promotion is Harming Your Creative Business, 2014-Mar-25 by... Continue reading
Reblogged May 27, 2014 at QViews
Image
In the world of writing for a living, the hacks will always be with us. Even if you write for traffic, you can still write with heart. Medium: Think you have empathy?, 2014-Apr-30 by Barry Enderwick When was that last time you fell in love with some good content? The answer is, of course, never. No one falls in love with “content”. People fall in love with a book, movie or TV show. By using “content” you are distancing yourself from your customer. It is easy enough to change though. For example, if you change from “matching the right product... Continue reading
Reblogged May 26, 2014 at QViews