contact management

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  • Email-to-CRM contact connection easier said than done

    Posted August 30, 2012 - 11:19 am

    People are the starting point for managing relationships. In your CRM, they're stored as leads and contacts. In your email client, it's the address book. It takes a lot more than fate to bring them together.
  • When Your CRM System Passes 1 Million Records

    Posted March 3, 2010 - 10:36 pm

    There isn't a sales force in the world that says it has enough Leads. And you won't find many marketing VPs who want to do fewer campaigns. So there's a never-ending stream of new leads, prospect interactions, and conversations to be stored in the CRM system. At companies in consumer markets, open source software, and other categories it's not unusual to find a million leads or more. But that's just the beginning: if you're using the latest marketing automation system, every e-mail, web download, and prospect response is recorded in the CRM system. And if you have a large call center, every call and e-mail exchange should be recorded well.
  • CRM's Identity Crisis: Duplicate Contacts, Part 2

    Posted February 22, 2010 - 5:50 pm

    At the core of customer relationship management is "who am I talking with?" In a simple SFA or CRM system, it's obvious: you called them, or they called you. But in Enterprise CRM, it's tricky to identify exactly whom the interaction is with, and every new data source seems to make it harder. Last week, we dealt with the blurring of contact information from multiple contact lists. This week, we're dealing with avatar confusion from multiple entry points into your company's web and social networking sites.
  • CRM's Identity Crisis: Duplicate Contacts

    Posted February 22, 2010 - 2:11 pm

    At the core of customer relationship management is "who am I talking with?" In a simple SFA or CRM system, it's obvious: you called them, or they called you. But in enterprise CRM, it's tricky to identify exactly whom the interaction is with, and every new data source seems to make it harder. The problem occurs at two levels: contact information blur from multiple databases, and avatar confusion from multiple entry points into your company's web and social networking sites. This week, we'll cover the top layer of the problem.
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