tag:blogger.com,1999:blog-113796532012-05-25T22:01:41.729+01:00Clyde Lennon has nearly three decades in software design and supports Einstein's theory that "Things should be simple but not made simpler". He has designed web-based technology, a reasoning engine for process automation, workflows and a complete CRM, call centre and marketing application. His clients include bureaux covering, finance, telecoms, publishing, shopping, charities, debt collection and others. Clyde's background gives him a unique grumpiness about CRM.GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.comBlogger12125This is an XML content feed. It is intended to be viewed in a newsreader or syndicated to another site.tag:blogger.com,1999:blog-11379653.post-1150396207302339432006-06-15T19:28:00.000+01:002006-06-15T20:49:08.910+01:00

The psychology of venting one's spleen can be turned into an opportunity and that's the whole point of allowing clients the time and place to complain and hopefully receive a satisfactory resolution. Problems resolved and customers converted to a state of satisfaction produce many rewards. The first being a satisfied client who will boast of the excellent service and result provided by the

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com2tag:blogger.com,1999:blog-11379653.post-1126038840798162552005-09-06T21:06:00.000+01:002005-09-06T21:34:00.810+01:00

Why bother with them?Why do you have eyesight? Why do you get grades at school and university? Why does an engineer or chemist measure ingredients and impacts? The big difference between regular trained scientists and engineers and I include my jovial oncologist and haematologist in this little bunch, is that without numbers, metrics, they'd be lost and wouldn't be able to do their job.Now I

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com15tag:blogger.com,1999:blog-11379653.post-1119294625192935052005-06-20T20:00:00.000+01:002005-06-20T20:10:25.230+01:00

Genesis Design Method ‘A method for technology selection and process design using quality as the premise for success.’ © Clyde Lennon, United Kingdom, 2002-2003 10. The Organisation, Design & Quality Considerations An organisation is a combination of resources like money, people, offices and facilities. Its primary purpose is to supply products or services to a market

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com6tag:blogger.com,1999:blog-11379653.post-1118345248531658392005-06-09T20:19:00.000+01:002005-06-09T20:29:15.336+01:00

‘A method for technology selection and process design using quality as the premise for success.’ © Clyde Lennon, United Kingdom, 2002-2005 Here is Part II of my Methodology for design (of anything). I call it Genesis as that's the point where the design should start, that is, when you first consider what you want and why you want it. Quality based definitions with

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com2tag:blogger.com,1999:blog-11379653.post-1118083969871159852005-06-06T19:13:00.000+01:002005-06-10T07:52:19.023+01:00

‘A method for technology selection and process design using quality as the premise for success.’ © Clyde Lennon, United Kingdom, 2002-2005 1. Real Life Example During the eighties I was asked to design a solution for a large foundry, which had more than a dozen departments, across ten sites. To process client orders, each department had its own set of original drawings,

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com1tag:blogger.com,1999:blog-11379653.post-1116432939283365502005-05-18T17:07:00.000+01:002005-05-18T17:15:39.293+01:00

I have been looking at obtaining some new work of late. One thing that strikes me is the fact that our (UK) government is forging ahead in large bounds to implement “citizen centric” “joined up government” services. Indeed the number of project manager, business analyst and work flow specialist jobs out there for the public sector probably account for more than half of all jobs available.

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com4tag:blogger.com,1999:blog-11379653.post-1116000601366467582005-05-13T16:49:00.000+01:002005-05-13T17:10:01.373+01:00

After reading Ian Dewar's (GrumpyDM - see link on side bar) latest tirade about predictive diallers, I must confess to having exactly the same response. I have been barraged by callers with 2-4 second delays after the phone is placed to my ear this past month or two. Usually the caller comes from India, probably exacerbating the time delay having to go through a convoluted switching mechanism.

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com0tag:blogger.com,1999:blog-11379653.post-1115997904532753642005-05-13T16:23:00.000+01:002005-05-13T16:25:51.896+01:00

To the right of these words you will see a little orange button marked XML. This is a link to an RSS feed. RSS (Really Simple Syndication) is a format for syndicating news. It allows you to receive automatic updates about my blog and any other news you would like to be kept up-to-date with, without having to regularly revisit a web site. The BBC provides an RSS service, as do many other news

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com1tag:blogger.com,1999:blog-11379653.post-1115655927549172662005-05-09T17:19:00.000+01:002005-05-09T17:25:27.576+01:00

3 Strategic Thinking CRM is primarily a strategic and tactical approach for managing events between an organisation and its clients. Just like a military activity, CRM expects the organisation to structure and organise its activities through campaigns (strategies) and media (tactics) via jobs (tasks) and techniques (processes). Whether directing contact with clients (outbound

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com4tag:blogger.com,1999:blog-11379653.post-1115655403361430792005-05-09T17:11:00.000+01:002005-05-09T17:16:43.386+01:00

A CRM/CIM solution should be a set of functional modules specifically designed for facilitating, controlling, monitoring and measuring strategic and tactical business processes for marketing, sales and contact management. There are many other supporting and back office functions which can be undertaken via the various channels available and this document is meant as a general guideline,

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com3tag:blogger.com,1999:blog-11379653.post-1112721541856039612005-04-05T18:00:00.000+01:002005-04-05T18:19:01.860+01:00

“Everybody is ignorant, only on different subjects” said Wil Rogers. It may well be an appropriate quotation for the start of this guide. Market driven organisations require such enormity of knowledge and expertise, that it is any wonder that the cost to implement CRM systems and processes of any size, are fraught with difficulties. More than 60% of CRM installations worldwide between 1998-

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com1tag:blogger.com,1999:blog-11379653.post-1110795999423940762005-03-14T10:23:00.000Z2005-03-14T10:26:39.430Z

I have set out in this BLOG article some key advice for productivity and efficiency management inside a contact centre. Most produce lower results than expected and supervisors and managers rarely have the mathematical understanding of the complexities of the environment to enable them to articulate where, or how improvements could be made. Worst of all is the ignorant bliss of the centre

GrumpyCRMhttp://www.blogger.com/profile/10509059407910168870noreply@blogger.com0