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

Gartner: Worldwide CRM revenue grew 12.5 percent in 2012

Posted April 29, 2013 - 1:52 pm

Global CRM (customer relationship management) revenue grew 12.5 percent last year to US$18 billion, a rate three times that of all enterprise software segments on average, as companies look to acquire more business and serve existing customers better, according to a new Gartner report.
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Why CRM security is always a 'role'-your-own project

Posted April 3, 2013 - 10:15 am

With most enterprise applications, the security model can be simply user/group/world. It can't be all that complicated with CRM, right? Think again.
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13 tips to get business teams to use your CRM system

Posted April 2, 2013 - 12:00 am

Having a great new customer relationship management system won't be worth much until you figure out how to get everyone to use it. CRM experts provide tips on how to get members of your sales, marketing and customer service teams to actually use that expensive new CRM system.
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Tableau applies business intelligence to cloud data

Posted March 21, 2013 - 9:02 am

Business intelligence software provider Tableau Software has updated its namesake software with additional tools for connecting to the sources of data in the cloud.
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Microsoft set to roll out new mobile applications for Dynamics ERP, CRM

Posted March 19, 2013 - 12:28 pm

Microsoft's AX ERP (enterprise resource planning) application will be receiving a set of mobile applications that mix connectivity to back-end systems and processes with a social milieu.
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Microsoft boosts Dynamics CRM with marketing, social media analysis

Posted March 19, 2013 - 12:13 pm

Microsoft is hoping to shove aside rivals such as Salesforce.com and Oracle in the CRM (customer relationship management) software market by linking its own Dynamics CRM application with new capabilities for marketing automation and social media analysis.
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App Spotlight: Scan business cards straight to your Salesforce account

Posted March 19, 2013 - 11:42 am

Of all the magical things a smartphone can do, I rank business-card OCR among the highlights.
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How social CRM customizes marketing, brings new revenue

Posted March 18, 2013 - 1:39 pm

Segmenting customers and watching their habits on Facebook and other social networks shows the music company how to customize its marketing.
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20 questions for screening a Salesforce.com consultant

Posted March 12, 2013 - 11:52 am

Some parts of vendor evaluation never change. Many folks boil it down to just three words: References, references and references. In the cloud, you really need to do a more thorough screening. References are important, but they are only part of the process.
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Oracle goes after Salesforce.com with Social Relationship Management

Posted March 7, 2013 - 10:36 am

Oracle first announced its Social Relationship Management product family several months ago at OpenWorld, but has now taken steps to actually integrate the components of the product set, which it gained through a number of acquisitions over the past year.
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Inmate data paroled from mainframe

Posted February 14, 2013 - 8:31 am

There were a number of glaring IT problems facing the Illinois Department of Corrections. The answer: A cloud-based replacement system.
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3 deep, dark secrets of cloud computing

Posted February 12, 2013 - 2:43 pm

Many companies had to learn these three little lessons the hard way, but there's no reason your business can't learn from those mistakes.
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Salesforce.com 'aggressively investigating' database error

Posted January 30, 2013 - 11:06 am

Salesforce.com is "aggressively investigating" a database software error that led to temporary performance problems in part of its infrastructure.
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Using CRM to know the score before the Super Bowl

Posted January 28, 2013 - 12:12 pm

Getting beyond the basics of using CRM-- tracking the evolution of the customer relationship--means using the system to improve time management close rates and customer satisfaction. In the real world, that means playing the probabilities and using the system to prioritize your team's efforts.
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If you can't go Agile for CRM project, fixed-price can work

Posted January 10, 2013 - 10:55 am

Agile is the best approach for CRM projects, but what if management just won't let you go there? What does it really mean to have a fixed-price, fixed-deliverable project? You will have to put in more effort, but you can succeed in the long run.
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Zoho CRM update adds document repository, mobile location awareness

Posted January 8, 2013 - 1:01 pm

Zoho continues to flesh out the feature set of its cloud-based CRM (customer relationship management) application, adding a new document library, advanced email filtering and location-aware mobile applications.
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Customer sues Salesforce.com over support service

Posted January 7, 2013 - 4:58 pm

Salesforce.com is being sued by a customer who claims the CRM (customer relationship management) software vendor's misrepresentations made their relationship go sour.
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Who owns CRM data at your company?

Posted January 7, 2013 - 9:40 am

In most enterprise IT systems, record ownership is about as controversial as a ham sandwich. Not so in CRM. In fact, it can become quite the political topic. Fortunately, good governance can solve most CRM data ownership problems.
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App spotlight: Insightly for iOS makes CRM mobile

Posted January 5, 2013 - 8:13 am

You might have the best sales, marketing, and support teams on the planet, but without a solid customer relationship management (CRM) system, your business isn't going to get very far.
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Mobile app helps the harried sales rep

Posted December 25, 2012 - 8:07 am

Siri has a cousin: Sophia is a voice-recognition app that helps on-the-go sales representatives handle recordkeeping chores.
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Upcoming Salesforce.com release focuses on Chatter, analytics, Touch

Posted December 24, 2012 - 1:54 pm

Salesforce.com's next product update will feature scores of new capabilities for its core CRM (customer relationship management) application as well as the Chatter messaging and collaboration service.
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Salesforce.com ties Work.com performance management app to CRM app

Posted December 18, 2012 - 11:00 am

Salesforce.com has tied its Sales Cloud CRM (customer relationship management) application into its Work.com employee performance management software, in a combination the company says can make average salespeople better and good ones great.
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10 CRM mistakes and how you can avoid making them

Posted November 27, 2012 - 11:15 am

What you need to know to get the most out of your CRM software or service with a minimum of hassle.
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Salesforce.com's complexity brings CIOs, partners together

Posted November 15, 2012 - 4:06 pm

As Salesforce.com's SaaS offerings become more sophisticated, configuration and deployment gets more complex. In response, enterprises are increasingly turning to partners for implementation help.
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Social CRM offers big rewards if you're persistent

Posted November 13, 2012 - 10:21 pm

Putting the 'social' in your social CRM strategy means aggregating more information about your customers and prospects. A new generation of tools is being developed to make this happen.
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