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 glen petersen


Won’t Get Fooled Again: The 5 Worst Buzzwords in the CRM Industry Today
Going through our article archives, I stumbled across Glen Petersen’s excellent article A Lexicon for CRM Success.Petersen takes aim at key buzzwords in the

glen petersen  , I stumbled across Glen Petersen’s excellent article A Lexicon for CRM Success . Petersen takes aim at key buzzwords in the CRM industry, and I thought it’d be worth summarizing his list of the worst offenders--and his thinking about why they belong in the trash can. An internationally recognized speaker, writer, practitioner, and thought leader in the CRM and e-business industries, Petersen makes great suggestions for “cleaning up the CRM lexicon.” Find out what they are . Without further ado:

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

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Documents related to » glen petersen

Difficult Conversations: Discussing CRM with Your CEO Part Two: Elements of the Discussion


A customer relationship management (CRM) system's potential can be lost if the chief executive officer (CEO) doesn't play a continuous role in its implementation—especially when it comes to pain management, the operational relevance of CRM, and potential impediments.

glen petersen  CRM Business Case . Glen Petersen can be reached at gpetersen@competitiveperformance.com . Read More

Sales Force Performance


Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their assumptions about the real drivers of sales performance. An improvement strategy can then be created, and with integrated budgets, success metrics, etc.

glen petersen  CRM Business Case . Glen Petersen can be reached at gpetersen@competitiveperformance.com Read More

What Drives Profitability


Growing customer sophistication and lifetime value means managing customer behavior is key to long-term profitability. Customer profitability and customer behavior metrics enable an organization to create alignment within the go to market process, while other metrics aid in decision-making.

glen petersen  CRM Business Case . Glen Petersen can be reached at gpetersen@competitiveperformance.com Read More

The CMO-CIO Organizational Alignment Mandate


Chief information officer reporting relationships continue to be distanced from the strategy function. The marketing function is experiencing this same distancing from strategy. However, the two functions should be on the leading edge of strategy, rather than the receiving end.

glen petersen  CRM Business Case . Glen Petersen can be reached at gpetersen@competitiveperformance.com . Read More

CRM: Creating a Credible Business Case and Positioning It with the CEO Part Two: Linking CRM with Organizational Direction


An effective business case must link CRM with achieving organizational objectives; but this step is just the beginning. Credibility implies that the document clearly delineates assumptions regarding cause and effect plus the mechanism that will be used to assess results and declare success.

glen petersen  process. About the Author Glen S. Petersen is an internationally recognized speaker, writer, practitioner, and thought leader in the CRM and e-business industries. As a visionary and early adopter of sales force automation (SFA), in 1986, Petersen led one of the first successful national implementations of SFA in the United States. He has held senior level management positions with system integration and end user organizations. As a consultant, he developed a number of proprietary facilitation techniques Read More

Architecture-Centered Information Systems In The Manufacturing Domain - Part III - Steps in the Architecture Process


Architecture bridges the semantic gap between the requirements and software. Application software systems must be architected in order to deal with the current and future needs of the business organization. Managing software projects using architecture–centered methodologies must be an intentional step in the process of deploying information systems – not an accidental by–product of the software acquisition and integration process.

glen petersen  in the Architecture Process Glen B. Alleman is associated with Niwot Ridge Consulting, www.niwotridge.com About This Note: This note is presented in five parts as follows: Introduction to Software Architecture The Architecture Process Steps in the Architecture Process Moving from Planning to Implementation Applying the Methodology Part III - Steps in the Architecture Process Without a framework for defining architecture and the steps in which it participates, it is difficult to grasp the impact Read More

A Lexicon for Customer Relationship Management Success


Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles, and is approached with a let's-hope–for-the-best mentality.

glen petersen  CRM Business Case . Glen Petersen can be reached at gpetersen@competitiveperformance.com Read More

CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture


To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy that is correlated with success. An interactive version of this assessment is included with this article.

glen petersen  Culture Featured Author - Glen S. Petersen - October 22, 2004 Review In the previous article of this series (see Searching And Establishing The Business Parameters Of CRM ) it was established that customer relationship management (CRM) is an industry where the technology has outpaced the sophistication of the user community to properly utilize the tools; particularly in the sense of enterprise deployment. Specifically, several statistically-based studies consistently identified a relationship regarding Read More

Now Andersen, Tomorrow Accenture, They’ve got a lot of Selling to do


In compliance with the August arbitrator’s report on the conflict between Arthur Andersen and Andersen Consulting, the consulting firm has announced its new name to be Accenture. It wants this new identity to fully brand it in the marketplace, a task we think will be harder than Accenture admits.

glen petersen   Read More

CRM, Success, and Best Practices: A Wake Up Call Part One: Searching and Establishing the Business Parameters of CRM


Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success and failure to emerge from the same initiative. Clearly defining the objective, implementing holistic best practices, and ensuring that senior management understands CRM as a business strategy can help maximize a CRM investment.

glen petersen  goal. About the Author Glen S. Petersen is an internationally recognized speaker, writer, practitioner, and thought leader in the CRM and e-business industries. As a visionary and early adopter of sales force automation (SFA), in 1986, Petersen led one of the first successful national implementations of SFA in the United States. He has held senior level management positions with system integration and end user organizations. As a consultant, he developed a number of proprietary facilitation techniques to Read More

Yellowfin Launches Version 5.1 of Yellowfin BI Software


Last Friday, Yellowfin launched version 5.1 of its BI product, reinforcing core product functionality (e.g., improving metadata management) as well as expanding functionality related to new technology trends such as social media and mobile technologies. With this release, the Australian company intends to reinforce its position in the BI market and provide its customers with improved BI features.

glen petersen  press release, Yellowfin’s CEO Glen Rabie mentioned that Yellowfin 5.1 provides a crucial bridge between insight and action. It assists all end-users, including the executive team, to make the best possible use of the information gleaned from data analysis by providing a platform to discuss potential actions to be taken in response to that data analysis … Looks like signals are clear for BI software vendors as to which technology trends will be important to address and cover during the coming year: Read More

You Say RFI, I Say Riffy: Why You and Your Vendor Need to Speak the Same Language


When ideas fail, words come in very handy. - Johann Wolfgang von Goethe Software Selection Pitfalls Quick, what’s the number-one pitfall of the software selection process? If you said “budget, buy-in, and boardroom politics,” you’re wrong. Because that’s three pitfalls. We’ll get into those another time. Miscommunication, on the other hand, will torpedo your software

glen petersen  , I merrily “summarized” Glen Petersen’s article A Lexicon for CRM Success . Wrong choice of words, I think. Merriam-Webster agrees with summary (“an abstract, abridgment, or compendium especially of a preceding discourse”), but in the interests of clarity, it would have been more precise to say that I abridged Glen’s article. It may not sound like much, but if a similar imprecision crops up in your software selection process, it could cost you much, much more than a moment of embarrassment. Read More

APICS 2009 From the Expo Floor: Is S&OP Coming of Age? - Part 2


Part 1 of this blog post series talked about my attendance at the APICS 2009 International Conference in Toronto (Canada) in early October. I attended only a few education sessions, as my visit focused more on exploring the expo floor and talking to the exhibitors. My overwhelming impression from the conference's expo floor was that the main value propositions this year

glen petersen  TXT e-solutions WAM Systems Glen Margolis, Steelwedge Software’s chief executive officer (CEO) and founder, said: Steelwedge is the only dedicated provider of S&OP solutions, the only vendor offering a purpose-built Cloud Computing-based S&OP solution, and the only vendor that is able to quickly deploy and engage users in a globally collaborative S&OP solution that reaches beyond a company’s firewall to engage users. Our ability to enable global, complex manufacturing organizations to benefit from Read More