Customer relationship management (CRM) news, solutions, and analysis for IT professionals
  • Best practices for administrators

    Posted September 18, 2014 - 11:51 am

    The lists below summarize which tasks need to be done at standard intervals, including a pro-forma time budget. While the terminology and specifics focus on specifically, the general administrative principles apply to any modern CRM system.
  • How to make accounting and CRM systems play nice

    Posted September 3, 2014 - 12:29 pm

    It's a natural request: Integrate CRM with expense claim, accounts receivable and other accounting systems. It's also a bad idea, because accountants are from Mars and salespeople are from Venus.
  • How to prepare your CRM system for a world of smart devices

    Posted September 2, 2014 - 3:10 pm

    As they get ready for the era of IoT, companies must remember to include CRM in the mix.
  • CRM's biggest evolution: The single customer view

    Posted August 14, 2014 - 1:34 pm

    CRM's key evolution in the last decade has been the adoption of a single customer view, according to SugarCRM.
  • Is your CRM implementation architecture or interior design?

    Posted June 25, 2014 - 2:32 pm

    Just because your CRM project involves software, infrastructure and the cloud doesn't mean it's just an engineering project. There's some design work involved, too -- and, as any homeowner can tell you, sometimes the window dressing costs more than the window.
  • Microsoft: Dynamics CRM ain't chopped liver, despite Salesforce tie-up

    Posted May 30, 2014 - 4:31 pm

    Microsoft remains committed to trouncing in the CRM market.
  • 9 ways to improve your company's CRM system

    Posted May 19, 2014 - 12:33 pm

    Customer relationship experts share their top tips for managing customer interactions and getting the most out of your CRM software.
  • In CRM software, cost control is impulse control

    Posted May 12, 2014 - 11:11 am

    Behavioral economics has proven that we're all pretty bad at making rational decisions. So what are you supposed to do about it? Make the people who want shiny new software pay for it themselves.
  • Integrated sales and CRM system lets DirecTV capture more couch potatoes

    Posted March 28, 2014 - 2:53 pm

    DirecTV's new enterprise system offers sales agents a whole view of the customer -- and real-time guidance to close deals.
  • With CRM data, more isn't always merrier

    Posted March 27, 2014 - 2:56 pm

    The cornerstone of CRM systems (and any sales or service transaction) is interaction between your people and your customers. But more people records in the system isn't necessarily better, as many data quality problems in CRM are caused by the cacophony of too many contacts.
  • Don't let CRM data make MIS into misinformation

    Posted March 20, 2014 - 11:48 am

    Even if you have high-quality customer relationship management data, there's a hidden monster that can gobble up management information system credibility. It's time to reign in user-generated CRM reports.
  • Eight eye-openers from's annual report

    Posted March 7, 2014 - 1:44 pm

    Last week, reported its fourth-quarter and year-end fiscal 2014 results, announcing a major bump in revenue and even raising its guidance significantly. But the fast-growing cloud vendor is also continuing to post significant losses as it spends big on sales, marketing and acquisitions.
  • Microsoft takes Dynamics ERP upmarket with Azure support, new services

    Posted March 4, 2014 - 11:00 am

    Microsoft has completed a series of moves aimed at making its Dynamics AX ERP software a more viable option for large enterprises, and plans to showcase them this week during the Convergence conference in Atlanta.
  • Microsoft to buy Parature to bulk up Dynamics CRM

    Posted January 7, 2014 - 3:29 pm

    Business customers of Microsoft's Dynamics CRM will be able to offer their customers more self-service options, at least that's the idea behind the company's plan to buy up Parature, which specializes in cloud-based customer engagement.
  • DreamForce's big idea: Smartphones as an enterprise app platform

    Posted December 5, 2013 - 1:17 pm

    At a conference as big and boisterous as Dreamforce, you hear a relentless stream of ideas. Some are good, but most are bad. At Dreamforce 2013, there was only one idea that really mattered: Whether smartphones are the future client for enterprise apps.
  • Integrating CRM and analytics key to next-gen customer loyalty programs

    Posted November 26, 2013 - 12:30 pm

    Rather than giving away free stuff, The North Face and Red Robin create customized "experience" rewards for faithful customers
  • 3 ways CRM improves your business processes

    Posted November 10, 2013 - 7:33 pm

    Everybody knows that the use case for CRM. It's in its name, after all: Customer relationship management. But how does that really improve the way your company does business?
  • Why CRM financial analysis always fails

    Posted November 7, 2013 - 3:54 pm

    A smart person once said, 'As long as you're asking the wrong questions, it doesn't matter what answers you come up with.' When it comes to making the business case for CRM, the CFO is likely to ask too many of the wrong questions.
  • What to do when your CRM project fails

    Posted October 8, 2013 - 11:36 am

    There are at least a dozen oft-quoted industry analyst reports that estimate the failure rate of CRM projects. The analysts' methodologies and standards vary, so the resulting failure numbers are all over the place -- between 18 percent and 69 percent. Here's what to do if your project is one of the statistics.
  • How to solve CRM data deduplication dilemmas

    Posted October 1, 2013 - 12:51 pm

    Unlike other enterprise software systems, the biggest data quality issue that CRM systems face is duplicates. Dedupe incorrectly, though, and bad data poltergeists and doppelgangers will come back to haunt you.
  • Test your CRM management and administration IQ

    Posted September 16, 2013 - 10:59 am

    Sure, there's admin certification to verify knowledge and experience, but even certified admins make errors. While these errors are easy to spot, preventing them may mean sending employees back to school.
  • Why the last mile of CRM implementation is the hardest

    Posted September 12, 2013 - 1:12 pm

    The last mile in CRM is getting data from users' favorite application -- email -- into the CRM system without disrupting their beloved workflows.
  • Why CRM Implementation Needs Training Wheels, Not Racing Gear

    Posted August 13, 2013 - 4:36 pm

    If it's true that the best CRM systems are built, not bought, then which features should you be building? And how should you build them? As with riding a bike, implementing a CRM system gets much harder once you take off the training wheels--or, in this case, the out-of-the-box features.
  • Review

    Version 3.0 of Nimble's CRM helps you find connections and keep them

    Posted August 13, 2013 - 1:30 pm

    Nimble 3.0 brings a nice package of new features, helping you stay on top of your networks.
  • How CPQ Systems boost sales automation and CRM

    Posted July 30, 2013 - 3:07 pm

    Configure, price and quote systems are designed to speed up and automate the sales cycle--all in the name of improving customer relationship management. CPQ systems can be complex, but the firms who deploy them do see results.
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