I was reading a great book the other day by Avinash Kaushik on Web Analytics. Avinash is one of the foremost experts today about SEO and Content Intelligence. I was so intrigued by his section of the book about what he calls “an integrated Trinity Platform” and how it relates to Web traffic that I decided was also a great model for Web Based CRM Software. At the top of the triangle is Key Metrics and Search Intent Inferences (asking effective questions of your clients) In the SW corner are outcomes of the buyer’s behavior and tracking that (decision making process) and in the South East corner of the trinity triangle is the Customer Experience (customer satisfaction, voice of the customer).

The Web Based CRM Software Trinity Triangle

Thus this framework can be applied to virtually any kind of business you are in, whether it is the Web Based CRM Software industry, web based customer support, lawn care, law practice, “help desk” software, medical, or printing business. Apply these to your business, and then evaluate…..hopefully you’ll like what you see. If not, fix it!