Thursday, November 23, 2017

According to “Think Round,” by Martha Pease, 90% of most organizations’ staff do not touch a customer, however, they strongly influence the customer experience.

In our previous video, we talked about how CRM helps store and benefit your customer-facing staff in sales, marketing, and service areas. Today we’ll dive into how that same Voice of the Customer information can benefit people who don’t directly touch the customer:

Click to Tweet:
Learn how #CRM can provide value beyond customer facing staff. Watch the video.

Reference: Pease, Martha and Campbell, Michael. (2015).Think Round.New York, New York: Continuum Press.


It's about more than just communication preferences and data you're already collecting. Watch a 90 second video to learn how to leverage CRM and CRM processes to provide additional value to your customers through better marketing strategies, service strategies, and all other customer touchpoints:



Click to Tweet: Learn how to leverage "Voice of the Customer" info already in #CRM - watch a 90 second video: @dptsolutionsinc


Watch Part 2 →

Sunday, 06 December 2015 23:34

Hour of Code

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“There’s an app for that.” So many great ideas have been turned into apps that we download to our smartphones and tablet devices. Maybe you have a great idea for an app but have never written any computer code. Or maybe you’d just like to learn a little more about how your computer works.  Here is your chance to learn more about coding and what happens “under the hood”.

computer science education week

The week of December 7-13, 2015 is Computer Science Education Week. You can join in the fun by participating in Hour of Code.  Hour of Code is a nationwide initiative organized by, a public 501c3 non-profit dedicated to introducing people to computer science and computer programming. We need a variety of ideas and perspectives to solve today’s problems. Everyone has ideas – maybe you have the next big idea and you just need to get started with technology to make it happen. has a variety of online tutorials that will introduce you to coding. Go to this link and pick out something that interests you: There is something for young and old – and everyone in between – be sure to scroll through the various categories. I thought the Artist tutorial was fun. For Star Wars fans, there is a Star Wars tutorial – complete with sound effects from the droids. There are also partner tutorials targeted to teaching you a specific language like JavaScript or Python – or even tutorials that don’t require a computer. No login or signup is required and it is all free!

Give yourself an hour. Give it a try. Try it with a friend or your spouse or your kids – research shows that people learn best in pairs. You may find that it is not as complicated as you think. You may find that you like it and it could lead to you putting together the code for that next big idea! Give it a try - it is worth an hour of your time!



Whether you’re focusing on developing a broader CRM strategy or digging in to the Demand Generation aspect of that strategy, developing the process is key.

Jay Hidalgo recently spoke at the American Marketing Association of West Michigan, sharing fundamental considerations to walk through as you develop and refine your demand generation efforts:

  • Know your buyer and define buyer personas
  • Understand your buyer’s thinking, develop a buying process
  • Draft a content blueprint
  • Establish a lead qualification model
  • Establish goals for lead planning
  • Define a lead routing process
  • Nurture your leads, keep customers engaged
  • Use metrics to manage and measure your demand generation efforts

The Framework

the framework

©2015 The Barzel Group

In Jay’s words, “Developing the process is a process.” Standardize and define your processes, including the customer buying and lead nurturing processes. Building on that message, a best practice approach needs to include driving strategy first, then defining your processes, then applying the right technology to meet your needs.

(For a full event recap, please visit the American Marketing Association website)


Monday, 16 November 2015 12:03

We ❤ West Michigan!

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Charity is one of the most important foundations of West Michigan. Intentionally giving back and working for the betterment of our community is something that the DPT team values ( We’re proud to support West Michigan through our involvement with local organizations and sponsorship of events.

Here’s a snapshot of some of the organizations and events that we’re supporting this fall:



Opening Doors Celebration

This year’s theme is “Walk In My Shoes.” It is inspired by the work we do each day; learning to love our neighbors as we love ourselves. When we walk in someone else’s shoes, we learn the art of listening, slowing down enough to understand the pace and places people have traveled. The St. Francis Award honorees at the event, Larry Gerbens and Laura Pritchard, have modeled a lifetime of walking alongside others and creating a dialogue for understanding the beauty of reconciliation.



PAWS to Celebrate

This year’s event honors long-time friends of PAWS, Rick Albin and Dee Morrison, with the 2015 Candye Sapp Tribute Award for their commitment to PAWS and Community Philanthropy.


Clay Logo USE THIS ONE   DSAWMlogonew

Clays for Kids Annual Charity Shoot Benefiting Down Syndrome Association of West Michigan

The Clays for Kids Foundation annually looks forward to gathering sportsmen together to support a local organization that positively impacts the lives of children in our own community. The Down Syndrome Association of West Michigan (DSAWM) was formed in 1985 by six couple with children with Down Syndrome. Their original aim was to provide support and share knowledge with other families. Through the years, the goals of the Association have broadened to encompass advocacy, public awareness and the distribution of information relevant to Down Syndrome. The mission of the Association is to be a resource and advocacy organization promoting public awareness and supporting lifelong opportunities for individuals with Down Syndrome and their families.


 afpwm chapter logo

National Philanthropy Day

A salute to giving, volunteering and charitable engagement that highlights the philanthropic process and the people who make a difference in our communities.




Tuesday, 10 November 2015 15:06

Getting Started With CRM - The Right Way

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Have you heard of the CRM death spiral? If not, maybe you’ve experienced it. Getting started with Customer Relationship Management (CRM) can be a tricky endeavor. If you don’t start down the right path, you’re at risk of all of your hard work spiraling out of control and ending up with a CRM system that contains unreliable and unusable data. Headaches. Scattered data. Lost efforts. No one wins.

While the overarching idea for getting started the right way is usually around defining your vision and processes for your business, we gleaned some specific tips from DPT’s recent CRM event and compiled them into the simple checklist below. Download a printable version of the checklist.




Following a few simple guidelines will help you start off your CRM efforts in the right direction. Starting with a strategy first will ultimately help you understand your goals, and highlight both problems and opportunities for success.

Dealing with the aftermath of a CRM failure? Want to do it right the first time around?
DPT can help. Contact us to start a conversation.


Thursday, 05 November 2015 14:26

The Human Side of Technology

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Dubai UAE - March 2013

Somehow this quote from Mary Shelley seems appropriate – for both the topic of this blog entry and for the time of year.  I especially like this quote because it is just as true now in our age of technology as it was in 1818 when Shelley wrote her famous novel, Frankenstein.  Whether the change is a positive change, such as an exciting new job or a negative change, such as losing a job, change is unsettling to us humans.  This is human nature.  In the field of technology, there has been a tremendous amount of human suffering inflicted as a result poorly managed change.

Whatever is driving your technology change – it may be anything from a strategic business need for new technological functionality to a long-overdue software upgrade – change is inevitable and managing the human side of change is of paramount importance to the success of your project and your organization.  A great idea poorly executed from a human resource point-of-view is doomed for failure if your people don’t understand their role, don’t understand their processes or see it only as something to learn instead of a tool to help them.  If you’ve read Shelley’s novel – or even if you’ve only seen Mel Brooks’ movie, Young Frankenstein – you see the emotional pain of the monster as he struggles to understand the world and how he fits in this world where there is nobody else like him.  Dr. Frankenstein created him and reveled in his technical success (at least initially) but hadn’t considered his work from the monster’s point of view.

We often get wrapped up in planning for technological change.  We get excited about the technical potential but often we lose sight of the people for whom this change is intended to help!  We lose sight of their perspective.  The technology is the easy part!  Guiding and helping humans through change is key and is too often forgotten or not prioritized.  And when project schedules slip and budgets get tight, this aspect is often dropped as a “nice to have”. 

But think about it - your people are your greatest assets.  You have invested in finding them, hiring them, developing them, training them in the intricacies of your business model.  They are the face of your company, greeting your customers with a smile and good service.  They make decisions that only humans can make.  And when the frustration levels get high as a result of poorly managed change, they may make the decision to look elsewhere for a better work environment.  If I step away from my human viewpoint and look at it from a pure cost perspective, employee turnover is costly in terms of the loss of an asset as well as the cost of others having to temporarily pick up extra work while also possibly grieving the loss of that day-to-day interaction with a co-worker who became a friend to them but left your company.

What can you do?  As you prepare project plans, make sure they include plans to manage the human side of change.  Key categories you should address:

  • Communicate the reason why this change is needed and keep an open line of communication so that people can get their questions answered and so that you can address rumors that may sabotage your efforts.
  • Generate enthusiasm for this change.  Make sure your people understand how this change is going to help them do their job.  And if it isn’t going to help them, you need to rethink the wisdom of the change.  (There could be justifiable reasons, such as government regulations that require you to make a change.)
  • Make sure people are equipped to make the change.  This includes training on new business processes as well as new technology so that they clearly understand their roles and responsibilities and how their work contributes to the organization as a whole.
  • Celebrate successes.  Celebrate not just the final deliverable, but intermediate successes with recognition and possibly rewards.  Just remember that the recognition is more meaningful when it is timely and specific and rewards are more meaningful when targeted to the person’s interests.
  • Throughout the project and even post-project, be watchful for resistance.  Discuss ways of identifying and managing resistance to change.  Don’t forget to take your employees’ point of view because, although their behavior may make this difficult, sometimes they are justified in their resistance.  Take the time to listen to their concerns and ensure that you’ve got a plan to address them.  Some may require a good amount of patience!  Just as everyone learns at a different pace, everyone absorbs change at a different pace.  Your ability to listen and adjust accordingly will impact the adoption of the tool, your employees’ job satisfaction and ultimately the success of your organization.

Don’t turn your change into a nightmare for your employees.  Don’t turn your tool into a monster.  Manage the change and reduce the pain experienced by the people in your organization.


Recommended resources for learning more about managing the human side of change:

  • PROSCI Change Management Learning Center
  • Kotter, John P. (1996). Leading Change. Boston, Massachusetts: Harvard Business Review Press.
  • Sheridan, Richard. (2013). Joy, Inc. New York, New York: Portfolio / Penguin.
  • Shelley, Mary. (1818). Frankenstein. London: Lackington, Hughes, Harding, Mavor & Jones.



Monday, 02 November 2015 12:13

Tangible results - What are yours?

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While hot Customer Relationship Management (CRM) trends such as mobile and social CRM get all the press, we recently hosted a local CRM executive breakfast event and it was clear from both the speakers and audience that a focus on improving your business processes before updating or implementing new technology leads to greater success.­

take a look at some highlights from the event-

What are the tangible results that will make the greatest impact in your business? When moving forward with your CRM projects, don’t forget about practical process improvements and their impact on streamlining your business – and ultimately, improving your bottom line.

Want to hear more about tangible results that can impact your bottom line? Let’s talk.
Thursday, 22 October 2015 15:02

Thanks for joining us at The CRM "Feud"!

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Thank you to everyone who attended the event we hosted last week, The CRM "Feud"! We recieved great feedback on the new gameshow style of the event, and even had a few "special guests" from Paws With A Cause.

Thank you again for our speakers from National Heritage Academies, Midstate Security, Paws With A Cause, and Great Lakes Health Connect! In the coming months, we'll be sharing the content, stories, and tips from the speakers. Stay tuned!

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