 OUR TAKE -
Thin End of the Wedge
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 | 2009 Service and Support Metrics Survey Results
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| Lasting Impressions:
Do not follow where the path may lead. Go instead where there is no path and leave a trail.
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Ralph Waldo Emerson
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While reading an article totally unrelated to CRM, I ran across a phrase that caught my attention. The words, never before read by me, made me pause because they struck an image of the subtle nature of the customer experience.
The thin edge of the wedge is an idiom defined as "something small and seemingly unimportant that will lead to something much bigger and more serious."
Isn't that so true with those seemingly small, imperceptible gestures weaved into a customer experience? Maybe they invoke feelings. Perhaps they are powerful because they are unexpected. And then again, they just might be the beachhead from which more powerful relationships can be built.
I challenge you to look for those "thin edges of the wedge" in the customer experiences you build today. Bigger and more serious things may follow. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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 CoolCRM - Why Vertical Solutions |
Straight talk: A "fluff-free" snapshot of cool CRM solutions. (more). |
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Why Vertical Solutions (VSI) is Different
Experience: VSI has developed service solutions for more than 20 years.
Proven Results: A 100% referenceable customer list.
Rapid Deployment – VSI’s architecture allows for customized solutions without dependency on I.T. or external development.
CRM + BPM: Tools to streamline and automate business processes.
Flexibility: Available on the private or public cloud.
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 NEW IN CRM
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News: Cicero Adds New Product Offerings and Two New Customers
Cicero launched three new products, collectively called Cicero XM, to help contact centers and enterprises improve their Customer Experience Management (CEM). Cicero also announced two new customers that will be implementing Cicero XM to improve business user efficiency, effectiveness, and operational insight in their contact centers: Interactive Response Technologies, Inc. (IRT), a contact center outsourcer, and Innoverse Services Network, Inc., a technology solutions company specializing in helping clients execute ‘outside-the-box’ projects.(Cicero
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Article: The Five Customer Insight Basics To Drive Engagement
Many businesses have brought into the idea that they have access to a great source of intelligence about their customers that they can use to support their business planning and decision making. Understanding who your customers are, what their needs are and how your business can meet these is the obvious way to increase your chances of success. More so than ever, this has become critical as consumers move away from traditional marketing models and chose to engage with brands on their own terms. As the reach of new media channels expands, knowing what is going to capture your customer’s imagination and being able to act on this on their terms, makes this knowledge even more important.(MyCustomer
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Article: Helping Hands
While the holiday season often puts people in a charitable mood, Steve Froehlich is already bracing for the inevitable by the time October rolls around. As senior director of direct response at the American Society for the Prevention of Cruelty to Animals (ASPCA), Froehlich knows that donors may understand the cause they’re funding, but many don’t understand how those funds are allocated. Each year, he says, he’s confronted with family members who ask, “How much of each dollar really goes to the actual programs?” It’s a question that many nonprofits struggle to answer. (DestinationCRM
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