CRM does not manage customer relationships yet!

Customer Relationship Management (CRM) is a widely used enterprise software. Many organisations use various CRM software across the globe. However, the name Customer Relationship Management (CRM) can be misleading. CRM does not manage customer relationships yet. CRM...

Use distraction as a tool to improve customer experience!

Regardless of our job profile, or profession, we all are service providers. We offer services to internal and external customers. The internal customer is part of our/other team, departments or managers. The external customer is our client contact. So we all are...

Distraction tools at their best in projects!

The last two posts covered how distractions can help relieve pain. And people use distraction as a tool to hide risks/painful situations. Let us cover a few real-world examples. Distraction tools at their best Project Manager hiding the pain of answering tough...

Someone is hiding the pain by distracting you!

Distractions are not new. Though, they have multiplied in the last ten years. In the last post, we cover how distractions relieve pain temporarily. But, note that people use distractions to hide the pain points/risks from you. Distractions are widely used to...

Distraction is the pain reliever! But do you know the pain?

Many dental practices stick a nice TV screen in front of you while lying on the dentist’s chair. Its purpose is to distract you from a possible painful dental procedure. Many waiting rooms have magazines, toys, TV and other stuff for the same reason, making the...

The top project risk is not budget, time or quality!

The triple constraints (Budget, Time and Quality) are popular in projects. Therefore, you will find that every Project Status Report (PSR) includes the status of triple constraints. The problem is that the project is often marked as successful if it is delivered on...

Business Services Mapping!

This a simple way to dumb down complexity and clearly demonstrate what your organisation is all about in one page. Use the following example and sample template for Business Services Mapping. Business Services...

Develop your digital muscle!

Digital technologies (ERP, CRM, Business software, Data, IoT, AI) are here to stay and evolve exponentially. However, SMEs still assume they need a one-time capital investment in digital projects. You can choose to play a game of always being behind and catching up...