Customer Portals: Self-Service Options to Reduce Calls
Topic Quick Take Main goal Use a customer portal so people help themselves instead of calling. Biggest benefit Fewer repetitive support calls and emails, more time for high value work. Biggest risk Building a portal nobody uses because it is confusing or buried. Key features Account access, order tracking, payments, support tickets, knowledge base. Success
Blockchain in Supply Chain: Transparency and Tracking
Aspect With Traditional Systems With Blockchain Traceability Scattered, slow, manual Shared, near real-time, auditable Data Integrity Easy to alter or lose Tamper-resistant record of events Transparency Low, many blind spots Shared view for authorized parties Dispute Resolution He-said-she-said, slow Common source of truth Upfront Cost Lower, familiar tools Higher, new tech and change effort Change
CRM Implementation: Why 70% of Projects Fail
Aspect Winning CRM Projects Failing CRM Projects Main Goal Clear business outcomes (revenue, retention, cycle time) “Get a CRM” or “centralize data” with no clear target Owner Strong business owner with real authority IT or vendor drives it, sales and marketing follow User Involvement Frontline users shape process and setup Decisions made in boardrooms and
