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CRM White papers

The latest industry related discussion, winning business techniques, tomorrows customer behaviours and proven CRM project best practices from Touchstone experts and beyond.

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CRM in Professional Services

Independent analysis shows that Microsoft Dynamics CRM promotes competitive advantages for professional services firms

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Independent analysis shows that Microsoft Dynamics CRM promotes competitive advantages for professional services firms

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Customer Experience in the Insurance Sector

Read the Microsoft report on the changing face of the Insurance Sector and the impact of Customer Experience.

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Read the Microsoft report on the changing face of the Insurance Sector and the impact of Customer Experience.

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Forrester - Total Economic Impact™ of Microsoft Dynamics CRM Online

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WOW - Delivering amazing Customer Experiences

Read this whitepaper from Microsoft Dynamics about how to deliver better customer  experiences through social listening, tracking and key metrics....

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Read this whitepaper from Microsoft Dynamics about how to deliver better customer  experiences through social listening, tracking and key metrics.

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Data Migration Strategy

Embarking on a CRM project? Read this best practice guide to help build an effective data migration strategy.

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Embarking on a CRM project? Read this best practice guide to help build an effective data migration strategy.

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CSO Insights & Microsoft - Elevating Sales Performance

How to elevate sales team performance -Applying the CSO Insights Sales Relationship & Process Matrix

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How to elevate sales team performance -Applying the CSO Insights Sales Relationship & Process Matrix

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Social is for Closers - A Social Intelligence Guide for Sales

“If you aren’t tapping into social selling, you’re missing out…

Social doesn’t replace email. Cold calls are...

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“If you aren’t tapping into social selling, you’re missing out…

Social doesn’t replace email. Cold calls aren’t dead. These tactics all have their time and place, but social represents the most exciting channel that sales has had in a long time to stay connected and informed.

Successful social selling hinges on authentically connecting with customers on social networks, building trusted relationships with them, and ultimately helping them solve problems that lead to lasting business relationships”

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Marketing with Microsoft CRM

Discover how marketers use Microsoft CRM to be more effective and see how you might use Microsoft CRM in your marketing efforts.

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Discover how marketers use Microsoft CRM to be more effective and see how you might use Microsoft CRM in your marketing efforts.

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The Evolution of Social Business

With an extensive study of social strategies, this paper examines its life-cycle within a business. This formed a six staged approach to business t...

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With an extensive study of social strategies, this paper examines its life-cycle within a business. This formed a six staged approach to business transformation which included: planning, presence, engagement, formalised, strategic and converged approaches. Understanding these stages will provide the framework for success in social business

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Social CRM: The New Rules of Relationship Management

This document serves as a starting point, checklist and reference guide to real-world entry points for Social CRM projects. The used cases represen...

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This document serves as a starting point, checklist and reference guide to real-world entry points for Social CRM projects. The used cases represent an amalgamation of over 100 conversations with organisation pioneering Social CRM initiatives.

 

 

 

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Professional Services Industry Solutions

This paper offers an in-depth Microsoft point-of-view on the specific business and technology
needs of professional services firms today

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This paper offers an in-depth Microsoft point-of-view on the specific business and technology
needs of professional services firms today

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5. Applying a continuous improvement approach

This Best Practice Guide is the last in a five-part series. It describes the last step of our proven, five-step CRM optimisation model the Touchst...

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This Best Practice Guide is the last in a five-part series. It describes the last step of our proven, five-step CRM optimisation model the TouchstoneCRM Success Cycle.

” Your organisation must consider CRM as a journey, not merely a destination. When the system goes live, it is a milestone along the way rather than crossing the finish line. To ensure your organisation takes advantage of its investments and delivers true business value from its CRM asset, you need to build a continuous improvement model into the overall programme and approach.”

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4. Transition and change management

 

This Best Practice Guide is the fourth in a five-part series. It describes the fourth step of our proven, five-step CRM optimisation...

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This Best Practice Guide is the fourth in a five-part series. It describes the fourth step of our proven, five-step CRM optimisation model.

“We have seen many well-conceived and well-intentioned CRM projects falter at this point. Managing change on this scale across your entire organisation is always challenging. You need disciplines in place to control and monitor what’s happening and to respond to unexpected events and situations.”

 

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3. The right solution, the right approach

This Best Practice Guide is the third in a five-part series. It describes the third step of our proven, five-step CRM optimisation model The Touch...

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This Best Practice Guide is the third in a five-part series. It describes the third step of our proven, five-step CRM optimisation model The TouchstoneCRM Success Cycle.

“Every organisation is unique. There may be similarities and common drivers and issues for organisations in the same sector or market place, but each one works differently. That’s why, in our view, there is no “one size fits all” CRM solution. There are common building blocks and proven approaches, but the implementation will be unique to your business processes and strategy.”

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2. Project Inception

This Best Practice Guide is the second in a five-part series. It describes the second step of our proven, five-step CRM optimisation model The Tou...

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This Best Practice Guide is the second in a five-part series. It describes the second step of our proven, five-step CRM optimisation model The TouchstoneCRM Success Cycle.

This Best Practice Guide explores key considerations in the inception stage of a CRM project. Based on our track record of delivering best-practice CRM Consulting, we’ll share our knowledge of how to lay a firm foundation on which you can build a successful project.

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1. Making the CRM Business Case

This Best Practice Guide is the first in a five-part series. It describes the first step of our proven, five-step CRM optimisation model The Touch...

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This Best Practice Guide is the first in a five-part series. It describes the first step of our proven, five-step CRM optimisation model The TouchstoneCRM Success Cycle.

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