Why do CRM implementations fail? It wouldn’t be ground-breaking to say that a well implemented CRM system can lead to improved business performance and growth. With over two decades of research we now know this to be concrete and true. But with so many...

Boost your CRM adoption with these top tips Boosting CRM adoption with a well implemented CRM software can improve the supporter experience and streamline processes to create efficiencies. CRMs provide a technical solution to putting the supporter at the heart of what a charity...

On Thursday I attended Digital Transformation Week and I heard from Tom Harris SVP, Digital Transformation Lead at Mastercard. Mastercard recently used their connection to 2,000 product owners and leaders to gather data into what success means for digital transformation. His insights on digital...

Does a rise in complaints mean a better customer experience? This was one of the topics we debated recently at our discussion event “Improving Customer Experience in Housing.” Katie Gilmartin,  Head of Business Development and Innovation, at Platform Housing Group suggested that if customers...