Category Archives: Customer Experience

Project Killers: Does X Mark the Spot?

X Marks the SpotProject Killers are waiting to pounce on every project – from inception to transition.  In this series we are looking at the most common assassins and exploring the ways to preserve the health and well-being of your projects.  The most heinous killers are:


  1. Dead on Arrival (a.k.a. DOA) – A project without the proper estimations for time and resources somehow is initiated. (The Path to On Time, On Budget and In Scope :
  2. Death by Documentation (a.k.a. Strangled in Red Tape) – A great deal of time and effort goes into plans, requirement documents, and design documents with no real benefit to the project. (Project Killers: An Ode to Death by Documentation:
  3. Death by Indecision (a.k.a. Analysis Paralysis in its milder forms) – Key project decisions are delayed or avoided altogether. (Project Killers – PSI – Project Scene Investigation “A Case of Slow Death”
  4. Death in Unchartered Lands (a.k.a. Scope Creep) – The participants, stakeholders, scope, and methods, are never agreed to formally when the project starts. If you don’t know where you’re going, most any road will take you there – but it may take a lot longer and cost a lot more!
  5. Sudden Unplanned Death (a.k.a. Running into a dead end) – risks are not properly identified and mitigated
  6. Death by Starvation (a.k.a. Bottlenecks) – resources are not properly identified and allocated.

We have already dealt with DOA, Strangulation by Red Tape, and Analysis Paralysis in previous blogs.  This blog deals with Scope Creep, enemy number One and the most hated project killer of all time.

Imagine that you make your living by looking for and recovering treasure.  It shouldn’t take much imagination, because that is exactly what you are doing as a project manager, but let’s carry out the analogy to show the congruence.  First, as a professional you wouldn’t chase a treasure that was known to be too small or too costly to obtain.  Second, you would have a ‘map’, literal or figurative, that has a definitive ‘X’ that marks the spot where the treasure can be found.  Third, you would obtain the permissions and licenses needed to hunt for the treasure.  Fourth you gather your investors to fund the trip.  Fifth, you would assemble your treasure hunting team.  Sixth, you would plan your treasure hunting trip.  Finally, you would hunt for and recover the treasure.

It is easy to see the analogy, an IT project is a lot like a treasure hunt.  You initiate the project to benefit (the treasure) your organization.  You have an estimate and a statement of work (the map).  You license the software.  You identify the business stakeholders and obtain the funding.  You put together the project team.  You write up a plan to obtain your objectives.  Finally, you carry out the project and obtain the desired result.  Or do you??

Do you instead ‘get greedy’?  A new map has been found, lying close to your original treasure is another one.  It is temptingly close by and by extending your trip, and pushing your resources to the limit, that treasure can be had!  X no longer marks the spot.  Your careful plans and preparation are no longer going to assure you of finding the treasure you seek, because you now seek more than you had originally planned to.  You have literally released the ‘bird in your hand’ to seek ‘two in the bush’.

When this happens to your IT project, when you reach out for that nearby benefit, you have exposed the heart of your project to the most deadly and feared project killer, Scope Creep.  Yes, there may be more benefit to be had, and yes, it may be reachable by running the project longer and pushing the team to the limits.  However, you must realize your carefully created plans and preparation are no longer going to assure you of a successful project.  Prior to giving up on your original ‘treasure’ in favor of a new, expanded one, you should think of the professional treasure hunters.  What would they do?

The truly successful, professional treasure hunters stay focused on the prize to the exclusion of all potential distractions, they also draw up a charter and make every member of the team commit to that charter, and finally they set up the reward system for the team members in such a way that they are only rewarded for the treasure they are chartered to find.  Do the same for your projects and you will find that X indeed marks the spot much more often than not!

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.

Illustration created and provided by Jonathan Pike, eVerge Group IT Specialist.


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Project Killers: PSI -Project Scene Investigation “A Case of Slow Death”


It’s late in the evening in Los Empresas, TX. Even the most dedicated employees at Pastells, Inc. have abandoned their desks, secured their laptops, and joined the sinuous stream of cars on I-47 headed for anywhere but work. Only five grim faced men and women remain around a table in a conference room; the executive steering committee for Project Uplift.   Project Uplift is the CRM project that will propel Pastells into market dominance.   A silver-haired gentleman, Oliver Pastell, jumps from his chair, obviously agitated, pointing excitedly at the screen where the final slide of the executive review still glows. “What this slide tells me,” He shouts “is that Project Uplift is dead!” In the silence that ensues, no one can disagree.

Dead projects are common in Los Empresas. It’s our job to investigate them and bring the killer to justice. Call me Mike, an engagement manager with PSI, Inc.; it’s my pleasure to head up the investigation team. Morgan is my project manager, she’s best at organizing the facts and keeping the team on task. She won’t quit as long as the killer remains at large. Ajay is my architect; he can follow any thread in the investigation and flesh out the facts, determine the probabilities, and plot the next steps. My developers, Harish and Jason, are equipped with the latest tools and training to analyze the evidence and synthesize the facts that either support or disprove our theories on the killer’s identity.

The Project Uplift case came to us the next morning. Ajay, Morgan, and I met to discuss the case over a box of Krispy Kremes and a ½ gallon of hot coffee. “Mike, what do we know about the project?” Ajay managed between bites. I shook my head, “Based on what I have seen so far, this one is a bit baffling. The project had a clear charter, it had good support from the Pastells executives, the plan was pretty well developed and clear, and the objective and scope were understood and well communicated.” Morgan chimed in, “That sounds like a healthy project, what about the people working on it?” I quickly reviewed the list forwarded from Pastells, “It appears that the project team included consultants from the Nopuedes Group, the Pastells Project Manager, Maria Ansiosos, some Business Analysts, some Subject Matter Experts from the business, and the CIO, Raul Espere.” Ajay spoke first, “I know some folks at Nopuedes, and I’ll talk to the project PM.” “Morgan, see if you can speak with Maria,” I directed “and I will send the project documentation to Harish and Jason to see if they can find anything we’ve missed.” I reviewed the list again, “I’m not sure how much the CIO Raul will want to talk to me, it looks like this project was his brain child and he might be like a father in mourning, but I’ll do my best.”

My appointment with Raul is set for later this afternoon; I decide to stop by the developer’s bullpen on my way out. I settle into an office chair next to Jason, grab an Old Dutch pretzel from the open tub and ask, “Anything suspicious, yet?” Jason turns to the keyboard, after a few strokes he turns the monitor towards me. “All of the documents that we have are in order. “ He shows me the original Statement of Work from Nopuedes, the project charter, the budget, the project plan, the requirements, the design, the testing plans, and the resource list before I stop him. “Are you saying that there is nothing wrong?” Harish chimes in, “What we are saying is that there is nothing wrong with what we have been sent, but there is something very import missing – the RAID!” “You mean the Risks, Action Items, Issues, and Decisions log?” I clarify. Harish beams, “Correct! Why did they provide all of the other project artifacts, but leave out the RAID log for Project Uplift?” I look at my watch, time to leave to meet with CIO Raul, and that will be one of the first questions I ask.

“Thanks for meeting me on such short notice.” Ajay says as he shakes hands with Jorge, the Nopuedes PM. Jorge laughs ruefully, “With Project Uplift dead, my calendar was suddenly clear!” “I am just as interested in finding the killer as you are, Ajay, Project Uplift seemed to be a real winner and so important for Pastells.” Ajay continues to keep Jorge talking, “So the demise of the project came as a complete surprise?” Jorge scratches his chin and screws his mouth into a wry smile, “No, Ajay, not a complete surprise, there were rumblings and grumblings but nothing definite.”   Ajay pounces, “Grumblings about what?” Jorge considers his answer carefully. “I can only say what I heard from Maria, the Pastells PM. She told me that the subject matter experts and business analysts thought ‘things’ were taking too long. When I asked her what ‘things’ she was vague. I got the vibe that she was protecting someone. Find that someone and you will find the killer.” Ajay saw no reason to pull his punch, “So you’re saying I could look at your internal project documents and you would have nothing to hide?” Jorge pauses, turns his laptop towards Ajay, “I was just about to do that review myself, you’re welcomed to help.” Ajay starts the review and hopes that Morgan can get some answers from Maria. He jerks the iPhone 6 from his pocket and dials…

“I don’t know what more I can provide than we provided by email this morning”, Maria Ansiosos stated tersely. “I hope you can appreciate that we are busy at Pastells trying to pick up the pieces.” Morgan knows that this is a sensitive subject for the Pastells PM, but she also knows that Maria has important information. “I just want to hear from you why you think Project Uplift died; we’ll be talking to everyone involved.” “I don’t deal in speculation,” Maria replies in clipped, frosty tones. Morgan decides a direct approach will work best, “I just spoke to my teammate Ajay, he heard from Jorge at Nopuedes that you had a conversation with Jorge and that the Pastells team believed ‘things’ were moving too slowly. Were you implying that Nopuedes was to blame?” Maria’s face turns ashen, “No, Jorge and his team did the best they could under the circumstances.”  Morgan moves closer to Maria, “What were the circumstances?” Maria’s shoulders slump, she starts in a low whisper, “I expect every project to have different circumstances, but we’ve been through many projects at Pastells successfully despite that.” Maria stands, turns her head, and with her voice rising declares, “I love my job, I need this job, and I am good at what I do.  I didn’t kill Project Uplift and I don’t know who did!” Morgan follows Maria’s eyes and sees that they are firmly fixed on a nameplate on the corner office door. She slides the Galaxy S6 edge from her pocket, dials and speaks quietly when the phone is answered.

My first impression of Raul Espere is that he looks like a man who has just lost a son or perhaps a brain child. His eyes are bloodshot; his clothes have obviously been on his body for at least the last 36 hours.  The coffee mug in his left hand trembles as he reaches to shake mine.  “Mike, I know I look like hell, but Oliver Pastell wants answers about Project Uplift, and he wants them now. I’ve been up all night pulling together information for him.” From the tone of Raul’s voice, I can tell this isn’t the first all-nighter he’s pulled for Oliver; I decide to follow that line of questioning right after I clear up the number one question on my mind. “Raul, you sent us every other project document, why not the RAID log?” Raul looks over his mug at me, and then he slowly sets it down. “Can you excuse me for a minute?” I watch as Raul speaks quietly with his administrative assistant, he returns to the room and carefully closes the door. “Mike, the RAID was withheld because it contained sensitive Pastells information, I had originally included it in the packet, but after review a decision was made to keep it in house.” I hide my initial surprise, “Who did the review, Raul?” “The executive steering committee,” Raul immediately replies. “The whole committee?” I ask, “Or is there one very important member who might have made that decision?” Raul simply sips his coffee, though I can see he is about to explode. I continue, “What was on that log that could be so important? From what I heard from Ajay and Morgan, the PM’s had done a good job of identifying risks and issues and ways to avoid and mitigate them. Harish and Jason have verified that the plan was resource loaded and action items were included. Raul, that only leaves – Decisions!” Raul blurts out to stop me, “I made every decision asked of me, I weighed the facts, gathered opinions, brainstormed solutions, and delivered decisions!” I could tell he was telling the truth, but not all of it. “I believe you Raul, but without that RAID, there really is no evidence of that. I know that this project was your brain child, that you mourn the death of Project Uplift more than anyone else, but that’s no reason to let your career go to the grave with it.” His weary head with the blood shot eyes lifts towards me and then turns to the corner office. “Let me guess and see how close I come,” I continue “they key member of the executive steering committee that decided not to send us the RAID log was Oliver! I can only guess at how many late nights you’ve spent feeding him information waiting on a decision only to be asked for more time and information. I bet that when the RAID surfaces, and we will dig until we find it, it will be red with decisions waiting on Oliver.” Raul slowly pulls open a desk drawer and lifts out a thick Pendaflex folder, clearly marked Project Uplift. From the center of the folder he extracts a printout of an Excel spread sheet that looks like a RAID log. He hands it to me and begs quietly, “This is what you need, be careful how you use it.”

Oliver Pastell is gracious as he invites my team from PSI, Inc. to take a seat. Ajay and Morgan find conference chairs to my left while Harish and Jason choose the leather couch to be closer to the box of See’s chocolates. I can hear the candy wrappers rustling as Oliver starts to speak. “What have you uncovered with your investigation?” I decide ‘careful’ is the right approach, “Mr. Pastell, Oliver, we understand that this is your first major project as the CEO, is that correct?” Oliver is obviously discomforted by the question, “Yes it is.” I follow with, “In fact, you only recently returned to Los Empresas and took control of Pastells after your brother was killed in a private plane crash.” Oliver leans forward, hands on desk, “What does that have to do with Project Uplift?” Just then Jason blurts out, “Project Uplift died because you didn’t make the timely decisions on project direction when they were needed, a clear case of Death by Indecision.” So much for a ‘careful’ approach. Oliver looks at Jason, then Harish, Ajay, Morgan and finally me. It is clear to him that we all agree with Jason that he is suffering from severe Analysis Paralysis. Finally he speaks, “Ever since that night I learned Project Uplift had died, I had a nagging feeling it was my fault. How can I avoid this in the future?”   As always, we are prepared to help keep Project Killers at bay and I hand Oliver a reprint of a decision making article from David Ingram:

Identify Problems

The first step in the process is to recognize that there is a decision to be made. Decisions are not made arbitrarily; they result from an attempt to address a specific problem, need or opportunity.

Seek Information

Managers seek out a range of information to clarify their options once they have identified an issue that requires a decision. Managers may seek to determine potential causes of a problem, the people and processes involved in the issue and any constraints placed on the decision-making process.

Brainstorm Solutions

Having a more complete understanding of the issue at hand, managers move on to make a list of potential solutions. This step can involve anything from a few seconds of thought to a few months or more of formal collaborative planning, depending on the nature of the decision and the time allotted to make it.

Choose an Alternative

Managers weigh the pros and cons of each potential solution, seek additional information if needed and select the option they feel has the best chance of success at the least cost. Consider seeking outside advice if you have gone through all the previous steps on your own; asking for a second opinion can provide a new perspective on the problem and your potential solutions.

Implement the Plan

There is no time to second guess yourself when you put your decision into action. Once you have committed to putting a specific solution in place, get all of your employees on board and put the decision into action with conviction. That is not to say that a managerial decision cannot change after it has been enacted; savvy managers put monitoring systems in place to evaluate the outcomes of their decisions.

Evaluate Outcomes

Even the most experienced business owners can learn from their mistakes. Always monitor the results of strategic decisions you make as a small business owner; be ready to adapt your plan as necessary, or to switch to another potential solution if your chosen solution does not work out the way you expected.

We stand to leave, and Oliver walks with us to the door. I turn to him with one last piece of advice, “The most valuable decisions are not only well informed, but are also timely as well.” As the door closes behind me, I smell the unmistakable scent of dark chocolate enrobed salted caramel from the stolen box of Sees. It is delicious!

This case is closed.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.

Illustration created and provided by Jonathan Pike, eVerge Group IT Specialist.


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Focus on the Customer: A Sustainable Competitive Advantage

In a previous article about focus on the customer we discussed how putting the customer in the center of your company can help you become a well-organized company. We also explored in another article how focus on the customer can be your guide to empowering your employees to act in a way that retains your customers and protects your interests. What may not have been crystal clear in either article is the crucial reason why focus on the customer is so important.

Ever since the introduction of row agriculture, when man was first able to consistently produce a product (the turnip) in abundance beyond his needs, there has been a ‘marketplace’ – i.e. producers, sellers, and consumers. The size and shape and kind of the marketplaces have changed dramatically over time, but there are two maxims that were true then and are still true today. Maxim One, there will always be someone in the marketplace who will be able to produce a better product than you can, or sell it more cheaply than you can, or promote it more effectively than you can, or do all three! Maxim Two, every market, and the products and services in that market, has a lifecycle curve from inception to obsolescence.   In layman terms, if you are in a market now or trying to enter an emerging market, you are constantly faced with a host of formidable competitors.

Economists will tell you that competition is healthy for the economy because it favors innovation and keeps prices low and service high. What that don’t tell you, and hope you implicitly understand, is that the way this comes about is that each of the companies in, or attempting to enter the marketplace, are trying to develop a competitive advantage over all of the other suppliers in the market.   They are trying to develop a sustainable competitive advantage that will allow them to take advantage of the market lifecycle when it is profitable. You have probably had these same discussions many times.  For example, “If we develop a new technology we will either leapfrog the competition or create a whole new market.” Perhaps you are thinking, “We’ll lower our prices and gain a greater market share that way.” Maybe you believe that developing myriad sales channels and heavy promotion will help you beat back your competitors and dominate the market. The problem lies in marketplace Maxim One.  Technology, Price, and Promotion are not sustainable advantages because there is always someone who will technologically leapfrog you, who will sell it cheaper, or who will outdo your promotion. Eventually, the technology research costs too much, the profit margin becomes too low, the selling and marketing expenses too high and your plan fails.

There is one, and possibly only one, sustainable advantage – focus on the customer. Customers still place a value on a relationship with a company; enough of a value to help you ward off the discounters who don’t nurture that relationship. Satisfied customers tell you what they need, and if you are focused on that, they give you the early optics to emerging and new markets so that your innovations aren’t wasted in leapfrogging in the wrong direction technologically.  Finally, customers who believe they are the focus of your company are loyal; they are 5 times less likely to be persuaded by your competitors’ promotions than are dissatisfied customers.

Focus on the customer is a very small investment compared to the research to develop technically superior products, or the discounting required to be the low price leader, or the sales and marketing expenses of a high powered promoter. It simply takes the right culture, with the right tools, empowered with the right attitude. Put the customer in the center of your Customer Relationship Management system for a sustainable competitive advantage.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.

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Focus on the Customer by Empowering Your Employees

Before you read this article, please go to the shelf, find your customer service standard operating procedures, dust them off, and check to see how many issues your organization faces daily that aren’t covered by a listed procedure. The truly customer-focused organizations are keenly aware that there are many situations that arise that are not covered by a known procedure and in order to keep the customer satisfied, action that is ‘against policy’ may have to be taken. These organizations engender a Focus on the Customer culture that empowers employees to do just that.

Empowering an employee to advocate for the customer, however, doesn’t necessarily give them the tools to do so. For years companies have been seeking the best way to handle these un-documented service scenarios so that the customer is satisfied and the company interests are also protected. Many people feel that if they tell the Customer Service Rep to treat the customer as fairly as they would want to be treated, then that meets an internal standard for solving the customer’s issue and protecting the corporate interests. However, many others feel that relying on a single employee’s perception of ‘fair’ may not do either of those things. This latter stream of thought has led some companies to insert a management review stage into the process that is counter-productive to an empowered culture.

Don Peppers, a highly respected author and CRM researcher, recently blogged about a new and innovative approach being tried by an Australian company. In their system, the customer service representative formulates an approach to solve the customer’s issue. However, before presenting it to a customer, they present it to a peer in customer service. If two customer service reps agree that the solution is the right one that is the one presented to the customer. In addition, the solution is reviewed later by management to see if it is something that would make sense to include in a standard procedures manual. This approach seems to preserve the culture of empowerment while ensuring that a ‘reviewed’ solution is used. It has the added benefit of increasing the knowledge base for the company.

If you have an innovative idea for creating and maintaining an empowered customer service culture that focuses on the customer, we would like to hear from you as well. Customer Relationship Management is a marriage of culture and technology and the companies that customers like to buy from are the ones where that relationship is nurtured from the boardroom to the warehouse.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

Jim Lindenfeld has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.

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Organize your Company by Focusing on Your Customers

In 2015 many have come to believe that Customer Relationship Management (CRM) is all about the technology. Technology is only the enabler. Real CRM is a corporate wide discipline that is enabled by the chosen CRM technology. That technology is capable of capturing all of the information about your transactions with customers (indeed, you can usually capture every interaction from the first moment you meet them as prospects to whatever eventuality occurs), but that typically requires a discipline throughout your company to do just that! That discipline can come by focusing on the customer.

Customers want to work with companies that are well-organized – that is, there are no gaps in their interactions with their customers. During sales interactions, these well-organized companies quickly provide answers that are specific to the customer’s needs and situation. They understand not only the features of the products that they sell, but also the benefits that derive from those features. Finally, they understand which of the benefits best match the objectives of the customer and focus on delivering those in value messages and during service delivery.

During support interactions, the support team can clearly define the support process for the customer, they have documented knowledge of the products and services the customer has purchased, they have access to what the customer is currently evaluating, they know what service level the customer is entitled to have, and they have encyclopedic knowledge on how to resolve an issue or answer a question. In addition, they have support sites specific to the customer for speedy and effective self-support.

Finally, the customer is delighted to learn that the well-organized company understands the social and competitive landscape that the customer faces. The well-organized company is in touch with the thought leaders and decision makers in the organization and the marketplace, they know the competitors and understand the competitive advantage the customer is attempting to create, and they understand the trends and regulatory pressures that are also shaping the customer’s behavior.

There are many companies out there that have processes in place (sales, customer service, and marketing) to gather the information described above. What they lack is the corporate discipline to gather it consistently and to then consistently share the raw data and the customer-focused analysis of the data.

If you are currently evaluating your CRM technology ask yourself some key questions:

  1. Does our system put the right person, in front of the right customer, with the right product and information, at the right time? (Or, as in many systems, are we relying on sales people to figure that out and then record the interaction in a CRM tool?)
  2. Does our system make it easy for my Sales channel to see and evaluate customer issues that required support from either self-service or the Customer Service team? (Or, as in many systems, are we at best only presenting the raw data and expecting the Sales team to spend additional time analyzing it?)
  3. Does our system make it easy for the Customer Service team to understand the Sales activity with the customers that involve samples, demonstrations, and trials?
  4. Does our system proactively push results from marketing and social media campaigns to our Sales and Customer Service teams? (Or, as in many systems, are we expecting those groups to search for, pull, and evaluate the information?)
  5. Finally, is our corporate focus on the customer, treating each customer as a marketplace of one, to ensure that each corporate employee understands the importance of using the system each and every time we interact with a customer so that we have the data and analysis available to demonstrate to all of our customers that we are a well-organized company?

Put the “customer” in the center of your Customer Relationship Management system and you will find that your company will focus on the discipline needed to maximize the return on your investment.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

Jim Lindenfeld has been actively involved in customer relationship management during his entire professional career.  He is a certified sales and sales management trainer.  He has been involved in the implementation of CRM systems since 1987 and is currently a principal consultant in our CRM practice.




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May 2015 Service Cloud in a Nutshell

Oracle Service Cloud: May 2015
The May 2015 release has arrived! It is the second release of the year and has four major new features/enhancements. As usual there is a new tutorial that goes over the release highlights; you may want to review it as I will not go over every new feature:
Single Sign-On for Third Party Identity Providers
In this release you no longer need to integrate Agent desktop for Single Sign-on now you can connect to third party identity providers. This allows for seamless connections between applications utilized by your call center agents. If you already own or are thinking about acquiring Oracle Sales cloud this will allow you to use Oracle Identity Management as the IDP as the two applications come with it when bundled. Also available now is Single log-out which will log agent out of the Service cloud , any other service providers that are connected to the IDP and the IDP itself.


Connect REST API
The new REST API is something I have been hearing whispers about for a few years now and recently had the opportunity to see a demo from the Oracle Product Manager who “owns” this new feature. The REST API opens up a whole new realm of integration possibilities. To go hand in hand with the new API Oracle has come out with a new version of the Connect Common Object Model 1.3 which will allow synchronized metadata among PHP API, ROQL and Connect for Web Services. The full developer documentation can be reviewed for anyone interested here:

The launch URI to access the API is:

Service Collaboration
Service collaboration has been enhanced to allow agents to get assistance from subject matter experts (SME) who are not users of agent desktop. Users such as product experts and analysts, can be brought in to answer questions or contribute to solving an incident.
If you configure collaboration, the External User check box displays on a tab in the Profiles editor. Users with an external profile can collaborate in conversations with agents, but are not charged as named users for licensing compliance purposes. This is a huge score especially for organizations who don’t want to give accounts to occasional or highly specialized users. External users can log in to the collaboration service via a web browser or supported mobile device, but cannot use the Service Console.
I recently did a 3 part fast cast series about modern service and all the features outlined here can help businesses get ahead if they are far enough along on the maturity curve and look at adopting them as part of their roadmap to modern.

Oracle will be doing a product release webinar Thursday May 28th which should provide even more detailed information regarding this release. You can sign up here:

For more information on the May 2015 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through our website:


About the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating Service Cloud (RightNow) for eight years. Follow me on twitter: just_rhianna

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Keys to CRM System Adoption: Coaching

High rates of user adoption maximize the benefit of a CRM system to every system user in an exponential way as every key process in the business; planning, marketing, selling, servicing, and analyzing, is enriched by the increased information and functionality of the CRM system. Many companies invest millions in software licenses and services to install a CRM application, but don’t invest the time and energy to create a CRM System – Application, Infrastructure, Employee users, Indirect Channel users, and Customers. Each part of the system is critical to the system, with none more critical than the Employee users.

When Employee users eagerly use and contribute to the CRM system, user adoption is high. chaussures running nike When Employee users do not use, or incorrectly use the system user adoption rates are low. louboutin chaussures When adoption rates are high, companies must persist on the system planning and implementation path that they have outlined to maintain and upgrade the system over time. When adoption rates are low, companies must pause and analyze the issues and take immediate corrective action. This is the first in a series of articles that detail what organizations can do to drive user adoption of the installed CRM system. There are 5 key areas to investigate and correct: executive involvement, pay for play, EASE, commitment, and coaching.

Coaching may be the least understood duty that is assigned to any manager in any organization. Coaching is the ability to demonstrate and inculcate a skill as it will be used in the organization. It should not be confused with Training, Motivation, Leadership, or Management of Resources – each of these is an important duty for organization Managers, but they are not “Coaching”. Unfortunately, many organizations and the Managers in that organization DO confuse one or all of these skills for Coaching. ugg soldes 2017 This is particularly detrimental to CRM Application user adoption. Throwing money and bodies at the CRM Application and making speeches about the benefits will not increase the skill level of the Employee users. Even application training is only marginally effective. The only proven way to increase the employee skill level successfully on a CRM Application is for the appropriate person, which more than 95% of the time is the direct Manager of the employee, to Coach the employee on the application. Raising the employee skill level, making the employee more comfortable with the application, is a key to user adoption.

In the Carew course on Selling Skills Coaching[1], the Coaching process has 4 distinct steps:

  1. Demonstrate the skill to the employee
  2. Assist the employee in attempting the skill
  3. Allow the employee to practice the skill in a supportive, protected environment
  4. Monitor and give feedback on the employee’s skill level in day to day activities

Demonstrate the skill: This means that each Manager on the Management team must be able to use the CRM application with enough proficiency that they can fully demonstrate it to their direct reports. For example, Sales Managers must be able to do everything in the CRM application that they are expecting their team members to do – e.g. handle leads, manage opportunities, create quotes, submit orders, update contact level information, etc. This level of proficiency is gained by including the Managers early in the requirements gathering phase, the design and development process, the testing phase, and by involving them in intensive application training and train the trainer sessions prior to the release of the application.

Assist the employee in attempting the skill: Each Manager should be at every roll-out/training session for the CRM application when his/her team is involved. The Manager will demonstrate the CRM application in the context of the business model for his/her team. They will assist each employee in completing a real world use case. They will answer business questions and questions about application design and functionality. They will also be able to do this when a new employee is added to the team after the CRM Application roll-out.

Allow the employee to practice the skill: After assisting the employee on the first use case, the Manager allows the employee to practice on similar use cases. The Manager evaluates the progress, provides positive feedback for each correct step, and makes suggestions for improvement when appropriate. Finally, the Manager recognizes and congratulates the employee on having attained a skill level sufficient to begin using it in live business processes.

Monitor and give feedback: The best and only effective way to monitor progress on a CRM Application is for the Manager to use the application! Printed reports and spreadsheets send a very negative message to the employees when used for this purpose. Employees want to feel that they have enriched the organization and improved the business through their actions in the CRM Application, the best way to do this is for the Manager to demonstrate that his/her decisions are being driven by the information in the system. Managers who use the system are much better able to evaluate the performance of their teams on the CRM Application than those who do not.

The creation or re-release of a CRM system involves a great deal more than the installation of a CRM Application. If the CRM Application is not used properly, or not used at all, then the system has a greatly diminished value. asics gel lyte Coaching is one of five key drivers to Employee user adoption. Make sure that as you are planning your CRM System you enable Coaching in your organization change management plans.

  1. Involve all Management levels in requirements, design, prototypes, and testing.
  2. Conduct intense training and train the trainer sessions (and include Coaching training if it is not already part of your Management training curriculum) for all managers before general release
  3. Involve the Managers in all direct rollout activities to their teams
  4. Make training environments available to the organization
  5. Ensure that Managers can work in the CRM Application to accomplish the vast majority of the business process cycles they manage.
  6. Ensure that employee onboarding is not considered complete until the Coaching process has progressed to step 4.

The cost of these activities will easily be recovered in the increased benefit of the system to your company, and the Coaching skills you give to your Managers will be used many, many times in other business processes and become part of your Customer Experience driven culture.


Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant

This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career. asics gel kinsei 6 He is a certified sales and sales management trainer.

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Customer Experience: Is the Bar Being Raised and Can You Still Jump Over It?

It is a widely held belief that the secret to a satisfied customer is similar to the secret to a satisfying marriage – low expectations!

As with many things in life, a customer’s satisfaction with a product or service is something that can really only be measured against that customer’s own, personal expectations.

The customer will be satisfied with your company’s offering if his or her expectations are met. However, this also implies that as the customer’s expectations go up, satisfying the customer will become more difficult. Evidence strongly suggests that all customer expectations are, as a rule of thumb, rising constantly over time.

Your customers are not measuring their experience with you against your competitors in the current marketplace; instead they are comparing your company to the customer experience delivered by Amazon, JetBlue, Apple, or American Express.

Claes Fornell is the Swedish professor who came to America more than 20 years ago and founded the American Customer Satisfaction Index (ACSI). nike air huarache soldes In his book, The Satisfied Customer, Fornell reports that before field testing the ACSI, his team scoured the literature on customer satisfaction in order to ensure that they captured just the right kind of variables.

According to Fornell,

“Although there was no consensus on how to measure customer satisfaction, three facets showed up over and over. chaussures adidas The most common had to do with the confirmation or disconfirmation of prior expectations. basket air jordan soldes Another was the idea of comparing a company’s product to a customer’s ideal version of the product-regardless of whether or not such a product even existed. chaussures nike femme 2017 The third facet was the cumulative level of satisfaction when all interactions, the customer’s total experience over time with the company, were taken into account.”

Simply stated, a customer will become less satisfied even if your product or service remains at the same level of quality because his or her expectations have increased.

It is easy to imagine that, as companies around the world focus more and more on improving the customer experience, streamlining and automating their processes, and providing greatly enhanced online experience that the general level of customer expectations with regard to ALL companies is increasing.

This means you cannot simply maintain your position by continuing to do what you have always done. If your remain static, you customer satisfaction scores – ACSI or NPS – or previously determined internal scales from Ecstatic to Miserable – will decline as customer expectations rise.

No matter what your current position in your marketplace, dominant to new entrant, you simply will not maintain or grow that position without actively working to improve your customer experience, because the rising tide of customer expectations will soon submerge your satisfaction scores.

As the pace of technological change continues to accelerate, and as new customers with elevated expectations enter the marketplace, you must plan to improve your customer experience at an accelerated pace just to maintain your current level of customer satisfaction scores. nike air max 90 That type of planning and execution requires a partner with deep experience in customer satisfaction, broad knowledge of current and future trends for customer expectations, and keen awareness of the technologies that are currently and soon to be available to customer experience managers.

Jim Lindenfeld, Principal Consultant
Jim Lindenfeld, Principal Consultant


This blog was written by Jim Lindenfeld, who has been actively involved in customer relationship management during his entire professional career. He is a certified sales and sales management trainer.

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Last release of 2014: Oracle Service Cloud November 2014

It has been a few months since the November version came out and eVerge Group’s Service Cloud practice has kept me so busy that I almost decided to skip the review being that it is now January 2015 but then something inspired me. I have been travelling without much time to even take a breath the last few weeks and had the opportunity to oversee a very talented team as they started implementing an instance of the November release for a client.

If you know me then you know I am a hands on person. I do not sit idly by while others get to play with the shiny new toys, I want to join in and help teach others who are newer to the product, the ENFJ in me won’t allow me not to teach. While working collaboratively with this team and rolling up my sleeves to share a few hard learned tricks on workflow I discovered some features that I somehow missed previously. I still haven’t determined when the two I found came into production but it created an incessant thrumming in my head to go back and review the new features so I could continue to share.

There is a new tutorial that goes over the release highlights you may want to review it as I will not go over every new feature: November Overview Video

Service Console Enhancements

We know from previous versions that tool windows can be shifted around to the right or left sides of the console as well as being collapsed or closed. In the November release an agent can now have even more room on the console by docking the tool windows to the status bar. Just don’t be like me and forget that you did it because when you login the next day you might panic and wonder why you have a blank screen.



Drop down menus now have type ahead and track items recently used. With the type ahead feature an agent no longer needs to scroll or navigate through menus that in some cases could be six levels deep. Now as they begin to type the menu will highlight potential matches if there is more than one. Ten recent items can be listed by default.

N15-menuEnhancements to Message templates

The editor now has sub tabs so you can edit multiple templates at the same time to nov15msgallow different versions or language templates to be easily compared. This also allows an administrator to work in other areas of the console without having to close out message template like you had to in previous releases.


Within message templates you can also now create up to 10 conditional subject lines and can write conditions based on the number of message threads as well.

New configuration Assistant

I have used this new tool for the project mentioned above and it is great being able to create and manage new interfaces, mailboxes and test sites. However, by far the best part of this feature in my opinion as a system integrator is the ability to reset the System Administrator password without having to contact Oracle customer service.


If your company uses chat you can now let agents view a customer or site visitor’s browsing history from the customer portal. Agents can get crucial information about what pages the customer already viewed before requesting the chat session allowing them to more easily address the customers issues and concerns.

Agent Browser UI

Yes it is available for “infrequent users” but it is not really much more than a taste of what is to come in next few releases at this point. It certainly is not functional in a way that brand new clients could expect to be solely dependant on and abandon the trusty .Net thick client. For now my recommendation on this one is, if you upgrade to November 14 take a peak and check it out. If you wait just a little longer I think  you will be greatly rewarded, I witnessed the same sort of progress with the Mobile App for Service and the functionality that it has now is light years from when it was introduced.

Before I let you all go off, running and playing with the new version eVerge Group will be at the Modern Customer Experience event in Las Vegas this March. I have heard that it will be more akin to the RightNow Customer Summit that was held at the Broadmoor in the days before being purchased by Oracle. If this is the case I can assure you it will be full of great sessions, good conversation and fun evening events. If you are attending please let me know so we can talk about all things CX. If you are thinking of attending register quickly and take advantage of the early bird rate.

nov15 bee
The Golden Bee – RightNow Customer Summit


For more information on the November 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through our website:

 Rhianna_smallAbout the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating Oracle Service Cloud solutions for eight years.



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Service Cloud August 2014 Contact Center Modernization

I am on a plane to Open World in San Francisco and thought that taking the time to finally write up my review of the new Oracle Service Cloud release would be an appropriate use of my time. As a reminder eVerge Group will be featured in four Service Cloud Sessions and I will be speaking at two. Please stop by and say hello I will be at all four:

  1. Oracle Service Cloud for Siebel Service[CON8917] Wednesday, Oct 1, 12:45 PM – 1:30 PM – Moscone West – 3001A
  2. Best Practices in Online Customer Engagement[CON8911]  Wednesday, Oct 1, 3:15 PM – 4:00 PM – Moscone West – 3001A
  3. The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration Story [CON3929]  Thursday, Oct 2, 11:30 AM – 12:15 PM – Moscone West – 2001A
  4. Oracle Service Cloud Platform Overview and Roadmap[CON8910]  Thursday, Oct 2, 2:00 PM – 2:45 PM – Moscone West – 3001A

The theme of this release resonates with the best practices eVerge Group will be speaking at in our session with Christopher Patterson at Open World. In 2014 there has been a push to transform and modernize customer service and I think this first image summarizes that initiative very well.


Key enhancements to the product in this release span Web Customer Service, Cross Channel, Policy Automation and Platform. Although it isn’t as packed with new features as May was there are some really exciting features.

webcsWeb Customer Service

Experience Routing (Chat)

In May the ability to use experience routing within chat allowed for fewer rules, simplified queue management, routing based on products, categories, language and more to the most skilled agents and the ability to strategically priority level of service. All of these added a tremendous value to the product allowing organizations to increase CSAT, Retention and Acquisition through more modern approaches to a channel that has been around and matured with all of us. This feature has brought Chat back in style like big phones and bellbottoms.

In August we see a new iteration of capabilities in experience routing that offer an organization the ability to optimize the utilization of chat agents as well monitor trends in queue performance, traffic and workload. The key benefits of this include improved responsiveness by load balancing work assigned and an overall better understanding of queue/agent performance. This is important for forecasting need in peak times as well as maintaining the desired level of service for the channel.


crossCross Channel Contact Center


This is a feature that I have anticipated for quite a while.  In the past year I have observed a renewed interest from organizations that desire to empower agents and to improve knowledge. Part of this movement has involved the adoption of KCS or knowledge centered support. If you are not familiar with this methodology you can learn more on this site:

In the August release this feature centers on collaboration within the context of an incident transaction in the agent desktop. An agent can now access experts from their organization without getting up from their desk, transferring the call or escalating the incident. Collaboration is enabled for the traditional client as well as the mobile agent app allowing access to another level of knowledge anywhere, anytime.

Agents are alerted about important collaborative posts using enhanced “toast” notifications keeping them up to speed in real-time. Organizations who take advantage of this will be getting a fully functioning internal social network that can be used by their staff to increase quality, productivity and efficiency. In terms of key performance indicators (KPIs) this translates to increased customer satisfaction (CSAT), decreased handle time (AHT/MTTR) and increased first contact resolution (FCR). As I mentioned above this also enables organizations to adopt some of the aspects of KCS. They will be able to start capturing previously undocumented, tribal knowledge and with the proper workflow implemented convert these interactions into knowledge articles that can be pushed out through web self-service. This adds another KPI to the mix, with more relevant knowledge available to customers there will be an increase in call deflection and a decrease in creation of incidents that positively affects return on investment (ROI).



paPolicy Automation (PA)

In August we have more changes in policy automation within interview experience, modeling and deployment. If you are not sure what you would use PA  for think about process you walk through like determining benefit eligibility, comparing car insurance rates or upgrading your phone.

Interview Experience

The layout of the interview experience can now be enhanced with embedded images, controls that can be displayed side-by-side and sections that can dynamically show or hide. A streamlined audit process that allows the viewing of decision reports within Service Cloud’s agent desktop or any other application that it is connected to has been introduced. Finally you can also capture evidence by uploading any document and viewing it in the agent desktop.



Modeling Productivity

There is now the ability to work collaboratively on multiple people on the same project while keeping track of what was changed and why. Also new sample projects have been added for industries like Retail, Travel & Transportation, Licensing they can be used to create new interviews or enhance existing ones.

Deployment Efficiency

In August a new, cleaner more simplified user interface has been added that allows you to audit changes made to projects and deployments separately providing a more robust history. The web service connector will allow you to securely integrate to Service cloud and other applications in a standard way that makes mapping to a data model easier.




Within the Service Cloud Platform support has been added for both ODBC and JDBC drivers. These are cloud agnostic drivers that will work even in a PCI cloud without firewall configuration and allow quick, easy access to common data management, ETL, and analytics tools.


In the next year the key features I am most looking forward to are Browser Based Agent UI, Oracle BI integration, Advance knowledge and last but not least REST APIs. See below for an overview however understand that Oracle always caveats these roadmaps with the disclaimer that features may change at any time especially in the “Next 12 Months” bucket.



 Rhianna Blue BlazerHeadshot2About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.


For more information on the August 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website:

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