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Sherri Kolomayz
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For the past several weeks, I've been thinking a lot about the idea of customization. We all face a multitude of opportunities for customization in our lives. Restaurants offer build-your-own pizza, online retailers let you design your shoes to order and you can monogram just about anything at the Pottery Barn. Many people, myself included, love these things because we get exactly what we want. Nobody knows my tastes and preferences as well as I do, right? Last night I had a fantastic dinner out with my boyfriend. I was looking through the menu and saw the following scrolled across... Continue reading
Posted Jun 7, 2016 at Infor Customer Experience Suite Blog
Marketing the CRM Project One key to completing a successful CRM project is to find the motivators and “Perks” of the CRM system that your end-users will benefit from. Then build a groundswell of interest and anticipation around the CRM project. To “sell” the user community on the utility is crucial to the long-term success of this project. CRM will fundamentally change the daily workflow of many users. The CRM project team should take a thoughtful, strategic approach to proactively “marketing” the CRM project to the entire user base. The over-arching goals of this marketing plan are to: Communicate Intent... Continue reading
Posted Jun 6, 2016 at Infor Customer Experience Suite Blog
Unless you’re an engineer or in elementary school you probably don’t spend a lot of time appreciating how much better your life is due to 6 devices known as simple machines (pulley, lever, screw, etc.) . I don’t blame you, I didn’t give them a second thought…….until I had a memorable conversation with a mechanical engineer. I made a comment about how simple machines aren’t relevant anymore. He gave me a look of angst and horror, as if I had just said I didn’t like his face. Then he spent the next 60 minutes articulating how simple machines are “the... Continue reading
Posted May 25, 2016 at Infor Customer Experience Suite Blog
One year I was a speaker at an HSMAI marketing event, where the theme was using marketing technologies to “get closer to the customer”, and I fielded some questions from the audience after my talk. One question stuck in my mind to this day, and my answer (expanded here on the blog), is the focus of this article. Thought-provoking question from Audience Member: “There are many factors to consider, in order to successfully use marketing technology, but if I had to choose just one, what’s the one key factor I must have?” That question made me pause, because it’s easy... Continue reading
Posted May 24, 2016 at Infor Customer Experience Suite Blog
I was preoccupied and pondering ideas for my very first blog when it came to me. Literally. In the form of yet another ‘reminder’ letter from my husband’s former physician - courtesy of the US Post office. Hadn’t I called – yet again - and asked to be removed from these mailings six months ago? To explain, my husband has a chronic condition that requires prescription medications, office visits and lab work a minimum of twice per year. So like clockwork, every six months the very same notice from a relatively large health system/medical group appears in our mailbox. “Dear... Continue reading
Posted May 9, 2016 at Infor Customer Experience Suite Blog
So…. I had this guy ask me a really pointed question the other day. He asked me if I think of CX as just mobile and web or do I look at it like people who work in customer service. I paused and thought about it for a minute…. However, I didn’t necessarily think about his question. It hit me that we need to look at thru the lens of the audience that interacts with its customer. Why, the needs of a customer service agent are similar but yet vastly different than the needs of a sales exec or a... Continue reading
Posted May 6, 2016 at Infor Customer Experience Suite Blog
This is an easy one for people who have seen the success associated with a configure price quote implementation…Shhhhh….LISTEN. The support is all around you, just become aware and begin to capture the pieces of information as they become available. Listen to the VP of Sales…are they saying the products seem harder to sell because of competitive pressures or that the sales reps are not as successful as they should be? Maybe they stay awake at night worried about how long it takes to bring the sales channels (internal and external) up to speed on new products and it is... Continue reading
Posted May 3, 2016 at Infor Customer Experience Suite Blog
I have had the opportunity to speak with many companies about their CPQ needs and requirements over the past several years. The term CPQ (Configure, Price, Quote) has taken on lots of meanings to different people throughout an organization. One of the largest misconceptions about CPQ is that Excel by itself can provide a framework for CPQ that will help the company grow and solve the problems a company is experiencing that are normally associated with a CPQ project. I think that mindset falls far short of helping CPQ adopters to realize the full potential of CPQ. The premise is... Continue reading
Posted Apr 18, 2016 at Infor Customer Experience Suite Blog
Free Trials are often part of the search for new systems. Who doesn’t want to take that new car for a test drive just to make sure it’s EVERYTHING you wanted?! For purchasing a new car, this is a great idea. When it comes to evaluating CRM solutions, it can be a black hole to use the free trial, leading you to disqualify a solution that may be the right fit for you. It is important for you to get the feel of how the solution fits your business and helps you get to the next level. So how do... Continue reading
Posted Mar 11, 2016 at Infor Customer Experience Suite Blog
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You’re doing some beautiful work with Infor solutions. You work hard to get to market, build strong business relationships, and realize sustainable success. That deserves recognition. An Infor Excellence in Action Award is one way to get it. If your organization has used Infor solutions to drive innovation or make a significant difference in business performance, you could win an Infor Excellence in Action Award in one of these categories: Financial Excellence Employee Excellence Operational Excellence Customer Excellence Innovation Transformation We will also recognize the overall Customer of the Year. Winners will be announced at Inforum 2016 in July in... Continue reading
Posted Mar 9, 2016 at Infor Customer Experience Suite Blog
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I nfor has been named a winner on the 2016 CRM Watchlist of top customer relationship management vendors. This year, 131 companies competed, and Infor is one of the winners. Greenberg describes the winners as “a formidable presence in the market … a company that has a great value, not just to the customers, but also to the market. You are a company that has a sustainable impact on the actual direction that your market takes, and thus, for a company considering the purchase of products or services, a more than viable candidate for being the top choice in their... Continue reading
Posted Mar 9, 2016 at Infor Customer Experience Suite Blog
The old sales joke is - Everyone’s favorite radio station is WiiFM. Your Internal Customer has to know “What’s In It For Me” – WiiFM, to Buy-In The CRM project manager must Tune in to what users want to hear. **Management wants Reports – Users Don’t want to do reports The mission is to identify how using CRM makes the data for the reports. WiiFM – manage your time / calendar and sales opportunities in CRM so you don’t have to do Trip & Pipeline reports anymore – they become Automatic! And effortless – AND you get those frustrating hours... Continue reading
Posted Feb 25, 2016 at Infor Customer Experience Suite Blog
I had a humbling experience the other day. I found myself with an (all too rare) opportunity to get feedback directly from customers on some messaging we had put together to support an upcoming product launch. Things were going well until we came to a couple of sentences that put any thoughts of high-fiving on a job well done to rest. Our customers read through the phrases in question once, twice, three times and literally had no idea what we were saying. They were stumped. I was embarrassed. This was language we used regularly to describe a key benefit of... Continue reading
Posted Feb 23, 2016 at Infor Customer Experience Suite Blog
When viewing a CRM demo, it is easy to get sucked into all of the cool and flashy features. But there is a fine line between *amazing* and overload. While the idea of one system doing EVERYTHING you could possibly need, it can also become a daunting task to implement across several departments, all while creating new internal processes. If you are in the market for a new CRM system, your head may already be spinning from the amount of features and functions you’ve seen and heard about. So how do you avoid the overload? Here are three tips to... Continue reading
Posted Feb 22, 2016 at Infor Customer Experience Suite Blog
At Infor, we understand that the buying process can be different when evaluating multiple products that work together. Here are a few ideas to help simplify things and make the decision-making process easier for everyone involved. Don’t Skip the Discovery If you’re a current Infor ERP customer evaluating the addition of CRM to your Infor software arsenal, you might expect that Infor already has the information we need to prepare a demonstration that’s relevant to your business. While Infor likely has intimate knowledge of the processes surrounding your ERP system, this is only a small piece of what the CRM... Continue reading
Posted Feb 17, 2016 at Infor Customer Experience Suite Blog
Do you have a great story about how your organization is using Infor products? We would love to have you share your Infor software knowledge and expertise, as there is no better source of information than the people who use our products on a daily basis—you, our customers. Call for papers is open, and we’re accepting presentation abstracts for education sessions through March 24, 2016. Step one: Read our best practices document, which provides suggestions for preparing your submission, then start planning a presentation idea. Submit your abstract today › If your paper is accepted, you may receive a complimentary... Continue reading
Posted Feb 16, 2016 at Infor Customer Experience Suite Blog
In the past I used to work with the Marketing Departments of many retailers. This end of every calendar year was filled with excitement as their marketing plans were deployed and results were pouring in. The top marketers were taking note of the strategies that worked well and those that could be improved on. Now the new year has begun. What are you doing to improve on those results? The Infor Enterprise Marketing team is providing a webinar to show retailers how Infor supports the retail marketing industry. This webinar explains how Infor’s Enterprise Marketing solution can validate your marketing... Continue reading
Posted Feb 12, 2016 at Infor Customer Experience Suite Blog
In an age when customers expect to be able to make their own choices, offering a range of options and features can be a major competitive advantage. In order to achieve this level of customization, leading manufacturing companies are deploying configure-price-quote (CPQ) software, which is the key to making mass personalization a reality. Throughout the sales and manufacturing processes, an advanced CPQ solution can serve as a framework for consistency, reduce errors and scrap, improve flexibility, and help you to re-use existing designs. Take your first step toward improving your sales results and delivering unprecedented levels of customization. Join us... Continue reading
Posted Feb 10, 2016 at Infor Customer Experience Suite Blog
A couple of summers ago, my six-year-old daughter decided to run away. The cause was nothing out of the ordinary – a disagreement with her older brother and sister, who came gleefully running in to inform me of the situation and declare themselves absolutely innocent of any wrong-doing. I walked outside to find her sitting at the top of our driveway beside her baby doll stroller, which she had packed with supplies. The following is what she decided to bring: 1 plastic flute (AKA, a recorder) 2 stuffed animals (think Velveteen Rabbit) 1 bottle of sunscreen (Sun safety message delivered!)... Continue reading
Posted Jan 20, 2016 at Infor Customer Experience Suite Blog
Do you feel like you have the talent to be a true force in your industry but you can’t seem to execute? You need a CRM solution that allows you anytime and anywhere access to give your team the tools to become that force and win more business. Raise your hand if you have had this experience. You walk into a customer empire feeling confident, ready to grow their account. Instead of the warm greeting you expected you are met by Storm Troopers guarding an irate manager who is shouting about a late delivery of droids. You frantically try to... Continue reading
Posted Jan 19, 2016 at Infor Customer Experience Suite Blog
Whether you're selling construction, agriculture equipment, or specialty vehicles, you can boost deal sizes, increase win rates, and enhance top-line sales with a technology-driven quotation and sales process that promotes customer engagement. Leading companies trust Infor CPQ to help them build comprehensive product models that make the selection of their products intuitive and error-free. From quote to delivery, you can improve customer satisfaction with Infor CPQ running across all of your go-to-market channels. Please join us for a free webinar to see first-hand how you can: Eliminate customer stress with your quote-to-order management process. Deliver a feeling of customer accomplishment,... Continue reading
Posted Jan 18, 2016 at Infor Customer Experience Suite Blog
We hear more and more about Marketing Resource Management. Can we really make a MRM project profitable? To better understand the challenges and motivations of organizations implementing MRM solutions here is some food for thought. Deliver more in a more complex environment In the actual context of crisis, marketing teams are severely tested. In many cases it is about delivering more with limited means. In addition, the environment gets more complex. Actually since 2010 marketing department challenges haven’t stopped increasing: Traditional « outbound » strategies give way to « inbound » associated to « content marketing ». Predefined marketing plans... Continue reading
Posted Jan 15, 2016 at Infor Customer Experience Suite Blog
What better way to start the year then with a few accolades from industry experts. The Infor Customer Experience (CX) Suite is comprised of products that deliver alignment and operational efficiencies across all departments. The result is optimal strategy execution and consistent customer experiences that will increase customer and brand loyalty. Here are highlights from the latest win announcements for Infor CX Suite products including Infor Enterprise Marketing and Infor CPQ. Infor Enterprise Marketing selected as part of the 2015-2016 Econtent 100 list Software category: Digital Marketing Technologies The EContent 100 List of Companies that Matter Most in the Digital... Continue reading
Posted Jan 13, 2016 at Infor Customer Experience Suite Blog
Do you have a CRM solution? Do you use it? Do you like it? Is it just something you use to keep the boss happy? Whoa, lots of questions, but all with a purpose. Really, one key underlying and larger question (in my opinion) is—why would a company invest money in any solution without making sure it would be used? We see this all the time, i.e. company x buys solution y, then the solution is deployed and even with proper training, adoption is often lacking. Why? There are many variables and even with the most succinct plan any number... Continue reading
Posted Jan 11, 2016 at Infor Customer Experience Suite Blog
We all make New Year’s resolutions. Some of us even keep them. When are we actually successful in completing them? Well in my experience it has been when I had a specific goal, had some metric to track my progress towards and then actually did it!! The more public (by involving others too) you make your goal and your progress, I think the more likely you are to succeed. Whether that be getting fit, learning a new skill or giving something up. So, how do we apply that to helping our customers? If you made a resolution as a company... Continue reading
Posted Jan 5, 2016 at Infor Customer Experience Suite Blog