It would seem this would be self-evident at this point in the game, but in case it's not, here's more empirical evidence that, given the option to pay online or pay offline, your customers prefer to pay online. One of my clients, the Child Life Council, has approximately 4,000 members. Until early this year, the …
I provided my thoughts on the Gartner CRM Summit these posts. But I was recently quoted on CRMBuyer.com for my thoughts on the conference. You can read that here.
The association management software world is known more for its smaller “mom and pop” vendors than for big software players. It’s fairly unusual for venture capital money to be invested in this market (though it has happened on a few occasions, as noted here.) So today’s announcement that Avectra has landed $26 million in venture …
At the dinner table with my family the other day, I was discussing an issue as my nine-year-old son listened in. The conversation went something like this: My father-in-law: They want to bulid a traffic circle at the intersection of Jacaranda and Venice Avenue. My son: What's a traffic circle? Me: Instead of putting in …
UPDATE: Link fixed Terry Dowdy forwarded me his thoughts about this recent story in The Washington Post about The Nature Conservancy's mismanagement of data. With his permission, I present Terry's (slightly edited) thoughts: This is wrong on so many counts: why was old data was still being used, why was it on a laptop (SSNs!), where …
Aside from your annual “member survey,” what kind of mechanisms does your organization have in place to collect feedback from your members and customers? There are plenty of vehicles for collecting feedback. In no particular order, here are a few ideas. Put feedback forms at the bottom of every web page. Add a tagline on …
At the Gartner CRM conference I attended recently (see my posts here), an analyst listed five key points about metrics. One point was “Impatience,” or as he described it, “overreacting to blips.” What he meant by this was that too often as human beings we react to a single point of information or feedback, rather …
I recently placed an online order at Jockey.com for some t-shirts. My order was delivered as promised, but what really got my attention was an email I received a few days after the order arrived. It read in part: "I just wanted to thank you for shopping with us–and to ensure that your experience with us …
I've been hearing a lot lately from vendors about "registration kiosks." These are computers or kiosks set up in a meeting registration area to allow self-check-in for meeting registrants. The concept is similar to what you see at the airport now when you go to check in: the meeting attendee goes to the kiosk, slides …
I went to see my doctor the other day. At the end of the appointment, the doctor asked the receptionist to give me two sheets on "rotator cuff tendinitis" (which is what I'm being treated for). The receptionist hands me two sheets of paper that look like they are about fifth or sixth generation copies. …