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Customer Relationship Management (CRM) systems were developed to provide organisations with a structured way to record, manage, and analyse their interactions with customers and prospects. At a fundamental level, a CRM system acts as a central repository for customer-related data, capturing information about individuals, organ...
Integration is one of those words that gets thrown around constantly in CRM projects. Everyone wants it, but few people fully understand it, and almost nobody appreciates how much work sits behind the scenes.
At its simplest, integration just means connecting one system to another. But in practice, it is the difference between a CRM system that stores information and o...
When people talk about “best practice” in CRM, they usually expect a clear set of rules. They want to know what to do, what not to do, and how to avoid getting it wrong. CRM systems are complex, expensive, and highly visible when they fail.
The uncomfortable truth is that CRM best practice isn’t a checklist. It isn’t a fixed recipe you can foll...
Most organisations don’t fail at CRM because of technology. They fail because people never fully understand why the system exists, how it fits into their world, and what it enables them to do differently.
Training is the bridge between intention and impact. It is the moment where a CRM system stops being software and starts becoming a way of wo...
For the past few months at Cloud9, we have been striving towards becoming B Corp certified. This journey has not been without its challenges, but it has been educational and invaluable. We have learnt a lot about how to align our operations with the highest standards of social and environmental performance. In many ways, going for this certification f...