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Customer Relationship Management: 8 Tips To Better Know Your Customer

Customer Relationship Management: 8 Tips To Better Know Your Customer

Smart marketers pride themselves on understanding their customers. The smartest use customer relationship management (CRM) software. Here’s why.

Research shows that while 76% of marketers claim they know what their customers want, only 34% have ever asked them. This perception gap, a phrase coined by Brian Solis and his team at Pivot, is the gap between what customers want and what executives think they want, and is a pretty fascinating topic.

Making assumptions about your customers can be costly. On the flip side, understanding what your customers need and want can enable even the smallest of businesses to leapfrog their competition.

Can you answer these questions?

  • What are the top three problems that keep your customers up at night?
  • What are the top three products or services you offer that can help your customers solve their greatest problems?
  • When is the last time your customer purchased one of those same three services from you?
  • How long did the sales cycle take in selling the product or service to your customer?
  • How many touches did the sale require from a sales or customer service representative?
  • What opportunities exist for you to shorten the length of the sales cycle?
  • What upsell opportunities exist? What upsell opportunities were lost?
  • How satisfied was the customer with the buying process?
  • Does the customer plan to buy from you again? If yes, when? If no, why not?
  • What other contacts exist in the customer’s organization for you to build a relationship?
  • What other near- or long-term future sales opportunities exist within the client department or organization?
  • Do all of the teams within your organization have access to the data they need to collaborate, nurture leads, and ensure the best possible experience for your customer?

Unfortunately, many small and midsize businesses may have this information in their heads, but are not tracking it anywhere. It often lives in the minds of salespeople, product marketing managers, CEOs, and even customer service/support reps.

The power of a customer relationship management (CRM) platform can make or break your business. It’s often the simplest insights that can improve collaboration, decrease sales cycles, and increase revenue.

We all know it’s much easier to sell to an existing customer than it is to acquire a new one. So why is it that so many marketers skip the most important aspect of sales: ongoing customer relationship management?

What business are you leaving on the table from not doing your homework about your customer on a continuous basis? What relationships do you have that are not being nurtured properly because of a lack of collaboration and data to identify needs and next steps?

Knowing your customer requires more than just understanding their social media behaviors, buying patterns, or simply reading industry reports. Too often marketers get hung up on doing the upfront market research before a product or business launch. They lose sight of the importance of continuous customer understanding and keeping the relationship thriving.

All businesses have countless opportunities to collect customer data throughout the customer lifecycle. The secret to success lies in using that data to better serve your customers, to retain them, and to sell them more products or services.

Customer relationship management platforms enable business leaders and their sales and marketing teams to stay on top of individual customer buying patterns. The patterns can illustrate trends that may be impacting their sales, delivery, and service success.

What may seem like an unimportant customer data point can prove valuable over time, particularly when coupled with additional data sources.

Many organizations invest in complicated or complex CRM systems, only to find they don’t have the resources in-house to manage them. Instead, the focus should be on right-sizing your system, processes, and management.

Here are 8 tips to take your customer relationship management to the next level this year:

  1. Do your research on the best CRM for your business. Identify your most important tactical and strategic needs, then evaluate what customer relationship management platforms make the most sense for your business. One size definitely does not fit all.
  2. Know what success looks like. What are your goals in choosing a a customer relationship management platform? What metrics will help guide your transformation to the new customer relationships you desire?
  3. Get real with your available resources to acquire, prepare, implement, and maintain your new CRM software. Ask the hard questions and make certain you know what you are getting into regarding all costs and time considerations. Will you need to outsource and get extra help for research, implementation, or strategic guidance? Would it be better to outsource the day-to-day management? Do you have the internal resources necessary to maintain the software, or do you want to hire the internal resources?
  4. Ask for testimonials. Even if the CRM provider has readily available testimonials from your niche and industry on  its website, ask for additional customer references. Then call those references and ask them questions about processes, implementation, what they like, what challenges they experienced, and what they might do differently.
  5. Ask your peers. Never underestimate the power of your peers. Ask your peers what customer relationship management platforms they use, and why they like them. Read online reviews and search for forums and groups devoted to discussing technology of this nature. The more work you do up front, the more you’ll know and the happier you’ll be with whatever it is you choose.
  6. Plan for the transfer from your existing CRM application. What are the necessary steps, costs, and time frames associated with the transfer to the new system?
  7. Develop a detailed plan for execution. Set solid goals, timelines, milestones, and responsibilities. Make sure you encourage collaboration across the organization, including different departments and teams.
  8. Measure your progress so you can continually optimize. After implementation, measure the results of the program. Are you using customer relationship management to its fullest potential? Are critical teams and employees using the CRM software and filling it with valuable customer data as they should be? Have you set up the proper integration, enabling the best implementation? How and what are you continuously learning about your customer so that you can enhance the customer relationships?

Nurturing customer relationships is not a one-time event. Customer relationship management should be a foundation of success for any size business. It is a journey, not a destination. As marketers and business leaders, we should always be learning about our customers with a goal that they will fall more in love with our brand, products, services, and people as a result. The more we know them, the better we can serve them.

Here’s an infographic developed by Solis and Pivot based on their perception-gap research if you’d like a deeper dive:

The Perception Gap

From Visually.

This article has been brought to you in part by SAP Digital CRMVisit the SAP Store to find out how SAP Digital CRM can help you supercharge your marketing and sell more, and register for the free 30-day trial.

About The Author

Pam Moore is the CEO & Co-Founder of Marketing Nutz, an agile, social media and digital marketing training and consulting company that specializes in personal branding, conversion optimization and helping business leaders not just do social or be social, but be socially relevant. She also hosts the popular Social Zoom Factor podcast and is the co-founder of the Social Media Profit Factor training academy providing entrepreneurs to Fortune 100 brands information, tools and resources to build and monetize their online platforms. Pam is ranked by Forbes as a Top 5 Social Media Power Influencer, is an avid international keynote speaker and best-selling author. She has 20 years experience helping entrepreneurs to Fortune 10 organizations build winning brands and integrated platforms that sustain business and life.

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  71. My daughter, the 10 year old origami addict, will love this one. She's on a crane binge right now – I think the plan is to attach 100 of them to her ceiling – so the elephant will be a welcome change for her.

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  72. Normally I don’t. (Well, I did last year because we got to go to the White House. I wore my wedding dress because I’m a goddamn princess!). This year I couldn’t quite figure it out so I wound up as a zombie mother hobo. Or something. You are a perfect Effie! And yes, that leopard is ALL LEOPARD.Arnebya recently posted..

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  74. “gjøre som de alltid har gjort”, synes ikke akkurat det er sÃ¥ veldig mange Ã¥r vi har hatt dette problemet her i Oslo i hvertfall, for bare fÃ¥ Ã¥r siden var det kun narkomane som var rundt og tigget litt, nÃ¥ er er det tiggere overalt.

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  75. Wow, the perfect advice with which to start my day. I was just complaining to my friend last night and I was inundated with information for business books, but wasn’t putting it into practice. Thank for the tip, and for giving type-A’s like me the permission to do the thing that makes sense: only read the parts you need!I’ll definitely be back to your blog – Thanks!

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  78. , Doug. Though I dislike those who use the name but seem to enjoy hurting and killing others I know that in the past fanatical Christians tried to kill the hearts and souls of some (The Native Americans, the Hawaiians, etc.) to "bring Christ," to them. Though painfully wrong, they still felt they believed.

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  79. Hi Rich,Haven’t had contact with you for a couple years, since we got into discussions on the AOGdialog forum.So you’re going to AOG seminary now? If you become an AOG minister do you plan to do the last part of the Great Commission?We been attending an AOG church since October 2005, shortly after we left the AOGDialog forum. We’re a bit of a challenge to the pastor there.If you respond, please do by email.Don

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  90. Doug,really looking forward to seeing you down here in a couple of months. We’ve nearly got as many signups this year as we did last, so as you predicted, I think it will be a sell out show this year.Can’t wait until September.john

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  92. …and you will never ever sleep again, or maybe that is just me. Yes, it's hard to rely on other people and come to terms with the fact you can't do everything, but trust me, you won't want to. I did our 5×7 at Shutterfly, if they are a normal size you can do them pretty much anywhere, walgreens, walmart, vistaprint, kinkos, your office… 🙂

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  108. Some of you are saying that the new calculator is $6 now and at cost is $12? Here where I live they are charging $15.95 for the calculator and $55 for the deluxe kit. How can there be such a big difference in price?

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  110. September 17, 2012 – 2:38 pm John – yes, I think I’ve written about some data like that. You might browse through the Social Media and/or Statistics categories here. (Look for the dropdown in the right column below the ad.)

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  111. You guys are awesome! I love this “Dream Storm” series! I have many dreams, both big & small (and a notebook dedicated to them!), but the dream I’m currently most jazzed about is incorporating more charitable work into my business model in the new year, from doing photography projects for non-profits to raising more money for one that I choose to focus on…so exciting to see it beginning to come to life and become a reality! Keep up your AMAZING work! 🙂

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  112. 204I don’t see the difference, and I don’t think that it matters anyway. Fisk isn’t making money from paying somebody to take on the persona of Spider-Man, he’s making money licensing the mask, costume, and derivitive works. It would be different if Peter’s face were associated with the costume, but it isn’t. Right of publicity protects likeness, voice, and persona… Peter obscures his likeness when he appears as Spider-Man.

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  115. Non conosco il personaggio, ma ha un tratto simpatico.Cmq è bello quando si scovano dei piccoli "tesori" nascosti nei meandri di un negozietto, magari per pochi soldi… a me non è capitato coi fumetti, ma con altre cose sì! 🙂

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  116. oh my god phatman!!! you completely lost that gut. all you got to do now is earn that waist.LOL!!!! I also am starting to see power under those arms. you know what phatman maybe that spider bite must of given you some kind of super power.LOL!!!!

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  117. Wow! Great that you made it to the store! Grey is a good choice. Thanks for the swatches Divya, I now have solid black, Grey, brown, forest green, and Turquoise blue eyeing the purple and metallic brown.. shall go today to get it before sale ends

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  123. The thing is is that only the famous YouTubers will win because it is about the most sucsessful video. Which means the most views. Take thecomputernerd01, if he does a video and it gets viewed(a lot of course) the fans will use that feature. All the others won't stand a chance. The well-known YouTube stars will have more of a influence on there fans. 🙁 Who agrees??

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  124. DSM + PDM = HMMWell definitly the whole person approach is greatly needed; especially adding in “nutriceuticals” and nutrition..(I can see the little m.d. cartoon with me saying, “But I AM a whole person” ;)I wonder how they figure out “healthy”….what does define a healthy mind and who is the one to say so these days….

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  128. Still doesn’t make ‘colonial regret’ a sub-genre of Sci-fi. Non-Sci-Fi examples are even given. Overall great video being educational by amusing and concrete examples. Nonetheless, I feel like ‘nothing is new’ is about as second-grade revelatory as ‘life has no meaning’.

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  145. Susan,Our lives are parallel in so many ways, I smile to myself when reading your words. I hope you enjoyed your Thanksgiving celebration and know that you are a blessing to so many. Your Friend,Deborah

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  179. Sorry about the double post containing many of the same thoughts. Just getting used to being here and thought I should probably register before I posted – so, now you have two for the price of one. (:p

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  180. Ciao, sono bellissimi mi ricordano gli alberi che addobbavo da piccola con caramelle e biscotti, a quel tempo riuscivo anche a resistere e non mangiarli, oggi non ne sarei sicura!!!Vale

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  181. I reckon you are quite dead on with that.

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  182. Kako, this is such a lovely recipe. Your photos are also terrific. This is my first visit to your site and I've gone exploring. I really like the food and recipes you feature here. You've created a lovely spot for your readers to visit and I've really enjoyed the time I've spent here. I'll definitely be back. I hope you have a great day. Blessings…Mary

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  183. spune:Eu ma gandesc ca zicala ”Cross my hearth and hope to die” nu a fost de ajuns sa evidentieze faptul ca autorul spune adevarul din adancului sufletului lui .. asadar a bagat-o pe mama lui sa prinda mai multa credibilitate.. doar cine ar spune ‘sa moara mama” ..

    Reply
  184. Hitler was extremely racist. He believed that the Aryan “race” was superior to all. Not only that but he also had millions of Jews murdered. Under Hitler’s rule a few million types of people were murdered as well among these Poles, mentally ill people, gays, and prisoners of war. Hitler was an evil man who I think was most likely insane.

    Reply
  185. / REPLICA: squali in mediterraneo????? molto rari!fondali paragonabili a quelli egiziani???? evidentemente non sei mai stato in Mar Rosso e non hai mai ammirato una barriera corallina!spendere in Italia??? peccato che un giorno in Sardegna costa come una settimana in Egitto! Forse se abbassaste i prezzi………Cultura millenaria paragonabile a quella egiziana??? Vuoi paragonare un nuraghe a una piramide??? O al tempio di Luxor??? Forse solo Roma potrebbe competere, ma non credo la spunterebbe neppure Roma!

    Reply
  186. I walked out of two films, one about 8 years ago, the other about 6 months ago.The first was Kiyoshi Kurosawa’s “Charisma” – mainly because I was tired and hungry and it was the 4th or 5th film that day at a festival.Recently I walked out of the Aussie Modernized “Macbeth” mainly because I was quite bored with how lame the whole thing was….and trying to hard to boot. Sad. The source material was way too good for this adaptation…

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  188. Drømmer mÃ¥ man ha :o)Det er sÃ¥ godt Ã¥ se at du er i full sving, enten ute, inne eller pÃ¥ sofa’n ;o) Vi har nok myyye Ã¥ lære av deg og ditt humør tross sykdom og motgang!Nydelig side til journalen din, nyt drømmene og dagen :o)

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  194. Mothra as global opinion or even the UN is good, Gamora as the media is even better. A giant turtle that flies through the air with flames coming out of his shell holes all while spinning like a top….sounds like the media to me.

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  195. Oddly enough, some of this sounds like traffic on Long Island, although I know they are worlds apart. And, I've never seen anyone on LI wearing garlands of marigolds instead of seat belts! The last photo struck fear into my heart…

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  196. I am just shocked!!! What’s with all the penis reference??? Can they get anymore inappropriate??? These “people” are ridiculous! I never had any idea how many of them there are and how they stick together and scheme! Is Pet Pardons aware of this?

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  197. numpang tanya ya mas…saya ada tugas tentang transaksi penjualan barang….saya mau tanya gimana cara, bila barang (item) yang di beli lebih dari satu item, dengan pembeli dan no. faktur yang sama…mohon bantuannya….tolong dibalas ke imel ya mas….

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  199. its correct or perfect. It will undergo changes as more scientific research is conducted. The adversity and “defensiveness” is in response to the same type of conclusions drawn in 1899 – we have all the answers we need. Lets stop funding scientific research now and pump the money into the pulpits.

    Reply
  200. You are totally rocking the two tone/rodarte/wang zipper-ness. Luff it. And the sweater is looking good too-I wish I was that good at knitting!And WTF US POSTAL SERVICE I WILL PUNCH YOUR BABY. Maybe it can be a…Valentine’s day gift? D:

    Reply
  201. Pra assistir com legenda no formato Avi você pode baixar um programa chamado BS player. Deixa o Filme e a legenda com o mesmo nome (dá ctrl c + ctrl v e cola o nome do filme no nome da legenda) que o programa abrirá automaticamente com legenda para você assistir no pc. Já para gravar com legenda, eu só conheço o convert to dvd, mas é um programa pago. Não sei se tem outro. Nota: 10

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  202. J’aimerais bien comprendre comment une masse de roches qui tomberait à l’aval du lac a pu se retrouver au fond de celui-ci. Cette masse aurait dû boucher la vallée. Qu’en reste-t-il? Le témoignage de Grégoire de Tours parle d’une montagne qui tombe directement dans le lac. Pourquoi ne pas le retenir?

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  203. Everything in life as we know it and have yet to discover is connected infinitely and seamlessly. So when are we going to REALLY going to look at and take responsibility for the BIG picture????

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  204. BTW, what's with all this "G_D" stuff?What kinda freak doesn't spell the word God? Leaving out the "o" accomplishes what exactly?This another one of these weird 21st century trends, like female tattoos, that I'm truly puzzled by.

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  205. Actualización actividad solar…6 horas de tormenta geomagnética menor y terremoto de 6.8 en la INDIA con 30 fallecidos…Señales de los tiempos: Inundaciones en Pakistán, India y Tailandia afectan a casi 10 millones de personas desde hace meses!!!

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  206. overall the 3d is better (biggger screen, better processor). but its $100 more, heavier and i think the 3d feature is overated and takes up battery. i got the one v, yes its smaller but it has a better camara and i like music so the beats is good enough for me. plus I dont play games. if u live in a big city u might have a good 4g connection so consider all this. hopefully it helps

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  207. "..sÃ¥ ligger SSK Dragan varmt om hjärtat.."Ja tjena, den mannen bedyrar sin kärlek till varje klubb han gÃ¥r till. Snart fÃ¥r vi läsa om hur mycket han alltid älskat Frölunda…

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  208. Dave,ahh, I should have guessed you would pick up on the Tweeter. I’m certainly intrigued by the course, but as an independent freelancer I have to look careful at cost/benefit. since it’s me that’s paying and not some large corp. Will have a think.

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  209. Great post with lots of important stuff.

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  210. Beste Niek,Met tranen in de ogen de blog gelezen. Het is goed te lezen dat jullie zo sterk samen zijn, zoveel steun aan elkaar kunnen vinden. Ik hoop voor jullie allemaal dat je dat vol kunt houden, dat jouw positieve kracht ook voor de rest van je familie steun geeft, en Trea die extra sterkte geeft om door de moeilijkste momenten heen te komen. Heel veel sterkte,Gijs & Lee-Yan

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  211. I don’t think the video says anywhere that there will be the same number of cars in the future, or that we should be as dependent on cars as now. For sure the chinese will not live like Los Angelenos. In fact, Americans are already starting to drive less, — google Lester Brown on the End of Coal and Sunsetting Carbon

    Reply
  212. “fear and suspicion still dominate the public perception” — in Neil Stephenson’s “Anathem”, this lead to the three “sacks”, where rioters broke up the science labs, and forced scientists & engineers to live as “monks” in austere “monastaries”. Its a great book, BTW.

    Reply
  213. Wow a sewers dream what you got in the gingham basket! Your creations are fabulous….love all of them. The tangerine frock, shower curtain cover, & your vest from your baby pram are my faves!

    Reply
  214. Total flyer at this point, but I don’t see Manningham returning there next year (he’s a free agent). I know Jeff listed Barden as a guy hanging by a thread in his recent “falling values” article, but there’s still a thread there.At this point, that’s all you can hope for.VA:F [1.9.21_1169](from 0 votes)

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  215. Hei Hilde Jeg lurer på om det er mulig å få tak i den parasitt urterensen som du anbelfaler eller vet du om noen annen. Ha tenkt å rense for parasitter, tarmrens og leverrens.MvhAnki

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  216. Non comentara nada cando o outro artigo, creo, pero no equinocio do bipartito xa tiven mais dunha bronca por advertir o desatinado que resultaba tanto buscar a pureza do idioma. A putada foi que me tiveran que dar a razon unhas eleccions.

    Reply
  217. Hola, queria preguntaros algo que seguro teneis mas idea que yo: Me quiere regalar un familiar un ebook kindle comprado en una tienda de estados unidos, y mi pregunta es si al vivir en España si tuviera que usar la garantia (no la de la tienda sino la del producto amazon) me cubren los gastos y me enviarian otro ebook en caso de que se estropee?¿A que tengo derecho?Muchas gracias

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  221. What are the differences between the paving materials used in Poland, Western Europe and the USA?In Poland under communism almost one type of material was used: middle-sized concrete slabs that are shown here in the second photo. Since 90′s everything has changed and small paving blocks (especially red) has become the predominant material (that’s about 90% of new pavements; in Polish: polbruk, although it is known in many countries).In the USA, as I’ve seen in the Internet, pavements are built from big concrete slabs or just plain leveled concrete surface with grooves imitating slabs.

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  223. Comparto tu punto de vista. Desde lejos parecería ser sospechosa la condena. Ojalá la voluntad del pueblo coincida con lo que se supone debe ser la acción de justicia.Un abrazo

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  231. Claudia scrive:la paletta taupe-oro mi ispira parecchio, trattandosi dei due colori di ombretto che uso spesso.non si sa ancora il nome della collezione e la data di uscita??Grazie lella!!

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  232. At last! Someone with the insight to solve the problem!

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  233. Quel joli petit poème, Ponte Facto, mais de qui est-il donc ?Et les champignons à la grecque, d’où viennent-ils ? (inconnus en Grèce sinon dans les restaurants français…)

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  235. This post has helped me think things through

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  236. Jarrid,Thanks for getting to the heart of the matter. I have multiple tattoos both from before faith and after. I get asked all the time “Should I get a tattoo” My common answer is like the questions you posted…. Think about what you want and why you want it. Not sure if I will get anymore, now another factor in my life is money responsibility. With having two kids I have to ask myself if spending no less than $100 on a tattoo is responsible as a father. Right now it is not. Maybe in the future… I do have one in mind 😉 Glory to Him!

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  237. Good to find an expert who knows what he’s talking about!

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  238. Yup, that should defo do the trick!

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  239. The Chrysler is my favorite NYC building. The first time I saw it was in 1980 when I was visiting a friend from college. He live in Tudor City and had a view of the Chrysler building from his tiny apartment.

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  243. Thank you for this comment, Lynn. Always good to hear from you I think of you and Cooper often when I have issues like this with Emmie. I’m learning new things about her every day – right now being, that she is frightened to death of fireworks and I am having a very hard time getting her out of the house to do her business when it hits 6 pm. Looking forward to the 4th being over!

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  244. I was driving in my car today and Ronan’s song came on the radio. I had never heard it on the radio before. I seriously should have pulled over because I was crying so hard, it was unsafe. Thank you for all you are doing for childhood cancer. You are inspirational and your love story with your beautiful boy continues to amaze me.

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  245. I find it interesting that you leave Harvey Cenaiko out of cabinet. Calgary Buffalo is considered to be a Liberal Seat, I am sure Ed would love to keep this seat away from the Grits.

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