Blogs By Category: CRM

The Top Four Reasons I Love Marketing

Jun 17 2013 | Author: Steve Kraus
1. There is incredible momentum in the marketing space. In fact according to analysts, customers, prospects and recent corporate activities there is clear evidence of that momentum.  Two recent statistics published by Gartner really caught my eye.&...
Posted In: BPM, CRM, Decision Management | Tags: nba, marketing, Kraus

Looking Forward to PegaWORLD and Hearing from our Public Sector Customers on their Success

May 22 2013 | Author: Cathy Novak
I am excited to attend my first PegaWORLD conference June 9-11 at the Rosen Shingle Creek Hotel in Orlando.  In the five months I have been with the company, I have been amazed at how transformational Pega technology is and the staggering results o...
Posted In: BPM, CRM | Tags: PegaWORLD, NASCIO, NSW, accenture, IDC, Texas

Instant Gratification

May 13 2013 | Author: Terri Pennypacker
I admit it.  I am a sucker for the impulse ‘purchase’ displays that have multiplied lately in strategically placed areas at all my usual haunts…grocery checkouts are the worst.  Do I really ‘need’ the milk chocolate salted caramel pr...
Posted In: CRM | Tags: CRM, CPM, customer service, customer experience, cross-sell, upsell

Oversimplifying BPM, Part I

Mar 25 2013 | Author: Don Schuerman
I recently met with a customer that uses Pega for one of their mission-critical, enterprise-wide business applications.  They also have another BPM product that they view as their “BPM standard” and have built a small internal practice around l...
Posted In: BPM, CRM, Decision Management, Customer Service, Marketing Automation | Tags: exceptions management, investigations, customer service, sales, marketing

Customer Service: There's Got to be a Better Way

Mar 20 2013 | Author: Steve Kraus
Today's CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization. Download this eBook by Steve Kraus of Pegasystems to lea...
Posted In: CRM, Customer Service | Tags: customer service, CRM, customer relationship management, call center

I Said CRM…Not Data Management!

Mar 18 2013 | Author: Kathleen Gingras
I had the opportunity recently to meet up with a couple of different consulting organizations to discuss the viability of CRM in the insurance marketplace.  The discussions made me realize that CRM in insurance is almost non-existent.  Apparen...
Posted In: CRM

Can Insurance Help Solve the Gun Control Problem?

Feb 28 2013 | Author: Tom King
I have to admit that’s not a question I thought I’d ever ask.  But that scenario could become reality, if some proposed legislation passes and becomes popular in multiple states. What brings it to mind are two recent articles: one in A.M. Best’...
Posted In: CRM, Decision Management, Case Management | Tags: firearm insurance, gun liability, Tom King, Insurance

The Policyholder Has Changed, Why Hasn’t Customer Service?

Feb 19 2013 | Author: Eric Deitert
Hello, my name is Eric and I pay a high premium for my auto insurance.  You may be thinking I am nuts, but I am totally satisfied with both my premium and my insurance carrier.  Why? Because they get it...or, should I say, they get me; and for t...
Posted In: CRM | Tags: customer service, Insurance, policy

It’s Time for Insurers to Get with the Times

Jan 25 2013 | Author: Tony Tarquini
I have been in the insurance software business now for more than 25 years, and early in my career, the question was raised: “Why do brokers have client administration systems while insurers struggle on with multiple, unconnected policy administration sy...
Posted In: BPM, CRM, Customer Service | Tags: Insurance, customer experience

What Customers Want: Just a Little Respect

Jan 02 2013 | Author: Steve Kraus
I was tempted to attach an audio file of me singing Aretha Franklin’s well-known 1960’s song Respect.  Though I might lip sync, “R-E-S-P-E-C-T, Find out What it Means to Me,” sometimes in the car, I would not subject anyone to that torture.&n...
Posted In: CRM, Customer Service | Tags: customer service, customer experience, satisfaction, CRM

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