Customer Relationship Management (CRM)

Customer relationship management (CRM) news, solutions, best practices, and analysis for IT professionals

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CIO's move to chief customer officer role signals trend

As CIOs are increasingly called upon to pitch their company’s products, long-time Equinix CIO Brian Lillie has a new job: Massaging the customer experience for the data center service provider.

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Customers have a love/hate relationship with IT outsourcing providers

HPE, Oracle and IBM’s outsourcing customers are much more likely to recommend them, but many other IT service providers underperform in delivering a good customer experience.

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How to use Facebook Live for business

Video experts and social media marketers share their tips for how small businesses can attract and engage customers using Facebook’s live streaming service.

customer loyalty ts

Why Tesla’s customer loyalty ratings beat Mercedes

Columnist Rob Enderle writes that marketing isn’t about selling stuff anymore. It’s about selling experiences. A recent trip made it clear that Tesla gets this and Mercedes does not.


An inside look at Cogito's newest emotional intelligence software

CIO's own Sarah White goes on location to examine the role of emotional intelligence software in the workplace and it's potential impact to customer service.

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How to tell if you have a 21st century sales team

In many industries, the revenue generation function — sales and marketing — is the single biggest cost of running the business. Yet it’s also the most unreliable. That’s why tightening up the business processes with CRM systems is...

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12 tips for creating a must-read business blog

Business owners, bloggers and online marketers discuss what small businesses can do to drive traffic to their blogs, increase their page views and keep readers coming back for more.


How businesses can use Pokemon Go to succeed

Pokemon Go has been a phenomenon since its launch and its location-based, augmented reality nature could make it a boon for small businesses.

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LinkedIn adds Gmail, CRM integration to Sales Navigator

LinkedIn looks to boost its appeal to sales professional with the first update of its two-years-old Sales Navigator product.

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4 ways to make agile and waterfall work together

In theory, the two methodologies don’t mix. In practice, they almost always have to. Here are four tactics to make these opposites work together.

build trust

10 ways multichannel companies can build trust with customers

Experts in ecommerce, security, marketing and customer service discuss the best ways to foster trust with your consumers – and build a loyal customer base.


11 CRM best practices

Experts in CRM discuss how companies can best serve a mobile, multichannel clientele.

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Microsoft bought LinkedIn for your relationship data

Combining LinkedIn’s business identity and relationship graph with Microsoft’s commercial cloud and business analysis tools makes a lot of sense.

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8 tips for marketing to millennials online

Marketing and social media experts discuss the best ways to target and engage with consumers in their 20s and 30s.

mobile enterprise apps

SAP design chief talks details of Apple deal

SAP's chief design officer says modern workers have high expectations for the enterprise apps they use each day, and the company's recent deal with Apple is designed to elevate business software and enhance the overall SAP user...

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Apple's SAP deal means more iOS enterprise apps

Apple continues to make headway in the business world. This week it landed a significant partnership with SAP that could have a major impact on mobile productivity.

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6 cloud services for growing your small business

Small business technology and ecommerce experts discuss how investing in the right software and/or cloud-based services can help small online and bricks-and-mortar companies successfully scale.

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How to handle a zero-day attack – from lawyers

We all know about zero-day attacks. But what about when the zero-day attack is in the form of a subpoena or other legal notice regarding the data in your CRM system? Don’t panic.

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