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Customer relationship management (CRM) news, solutions, and analysis for IT professionals
  • Social CRM for business: Analytics can spur greater success

    Posted July 6, 2011 - 5:21 pm

    Done right, Social CRM can help your company talk to your customers, but even more importantly, it can help you listen to your customers in ways you've never imagined. And that can help your business grow.
  • CRM systems: IT in the cloud or the office?

    Posted June 28, 2011 - 6:04 pm

    Whether organisations opt for an on-premise or cloud solution, analysts from both Gartner and IDC agree the CRM systems market continues to be buoyant.
  • Is offshoring different in the cloud?

    Posted June 28, 2011 - 10:24 am

    Offshoring IT work to India, China, Eastern Europe, and even South America has been a staple of IT cost reduction. And by definition the Cloud means location independence. Generally speaking, they're practically made for each other.
  • How to get smarter about CRM security

    Posted May 13, 2011 - 10:31 am

    If Value Engineering is the identification of different implementation strategies to achieve the business goal, the ultimate in value engineering is to identify requirements that don't need to be done in the first place. Although security and access control would seem to be a poor candidate for this kind of requirements elimination, in many situations the technical solutions are so clumsy and expensive that there's almost no ROI.
  • Develop a social CRM strategy

    Posted May 10, 2011 - 12:54 pm

    The announcement early last week (May 2nd) of Salesforce.com's completion of the acquisition of social media analytics company, Radian6, stirred some thoughts I've had on the long term trajectory of socialytics and social CRM.
  • Boden sends online sales higher with new CRM

    Posted April 29, 2011 - 5:13 am

    Online and mail-order clothing retailer Boden is aiming to boost website revenue worldwide with software from Autonomy.
  • CRM on a smartphone

    Posted April 28, 2011 - 5:14 pm

    A smartphone app integrated with its CRM system helps Hard Rock Hotel and Casino track customer spending and promote food and beverage specials
  • Salesforce.com shares take big hit

    Posted February 28, 2011 - 8:05 pm

    Shares of enterprise cloud computing company Salesforce.com (NYSE: CRM) fell nearly 5 percent Monday after a Wall Street Journal article poked holes in the company's recent fourth quarter financial report and basic fundamentals.
  • The inherent unfairness of employee non-compete agreements

    Posted February 24, 2011 - 5:41 pm

    Maybe instead of pressuring prospective employees to sign non-compete agreements in order to keep them from going to a rival, companies should compete to keep their valued workers. Or just let them go.
  • Cloud meets CRM: How to track who's who

    Posted February 16, 2011 - 8:56 pm

    In the early days of CRM, it was simple: people were people and companies were companies. Adding a new person to the CRM database was pretty unambiguous, whether they came in through direct entry or via integration across the clouds.
  • Cloud-based CRM: Beware bad data and silly object models

    Posted February 8, 2011 - 5:57 pm

    Over the course of too many years, I've said that you can't make a user interface that's too easy for users. But cloud-based software vendors have essentially done just that. System setup is now deceptively simple, and too many sales pitches tell stories of how users can set up a cloud-based system themselves.
  • Why some companies are ditching their spreadsheets

    Posted January 20, 2011 - 9:58 am

    Until a few years ago, Thule Group's North American division would have been considered a "classic spreadsheet-driven" company, according to Vice President of Finance Mark Cohen.
  • Do you need a cloud CRM platform or cloud CRM product?

    Posted December 21, 2010 - 6:43 pm

    The best CRM applications are really toolkits in disguise. When do you need to be focusing on buying "just an app," and when do you need to focus on the toolkit and platform?
  • CRM: Four dirty little secrets of marketing automation

    Posted December 1, 2010 - 5:53 pm

    In the heat of a sales cycle, marketing automation vendors tell you all the great news about how their systems will increase conversion rates, improve sales effectiveness, and save time. When used properly, marketing automation systems do all that. What the sales reps don't tell you is...
  • Social CRM, enterprise 2.0 and the complete business

    Posted November 23, 2010 - 2:47 pm

    There has been a good bit of back and forth going on lately after the recent Enterprise 2.0 Conference in Santa Clara about the terms e2.0, social CRM and social business. I'm getting tired of the argument frankly, all of the terms have a place in what has been happening and they each describe a piece of what I think has to become a "whole". Social CRM and programs that deal with the "social customer" are the new "black" this year. And why not, every business wants to get closer to its customers, right? There are some great success stories about everything from using consumer based social communications channels like Facebook and Twitter for marketing, support and sales to building community based support through peer-to-peer networks. Social is gaining traction all across customer facing functions in many organizations and companies are starting to realize that the social customer expects companies to interact with them "when, where and how" the customer chooses.
  • The CRM Reality Distortion Field

    Posted November 22, 2010 - 6:09 pm

    Full disclosure: I was a card-carrying marketing guy for 20 years. So when I see the effects of reality distortion in my clients' purchase decisions, I know whereof I speak.
  • Salesforce.com shares soar to all-time high

    Posted November 19, 2010 - 6:47 pm

    The Street is loving Salesforce.com. One day after posting solid third-quarter results, shares of the enterprise cloud-computing vendor soared 20.97, or 18.1 percent, to close Friday at 136.74. Add that on top of Thursday's gain of 5.62, and Salesforce.com (NYSE: CRM) has gained 24.1 percent in two days.
  • SAP: We will push all useful data to mobile devices

    Posted July 12, 2010 - 1:56 pm

    SAP has vowed to make all data from its systems that would be useful on the move available on mobile devices.
  • What problem are you trying to solve?

    Posted May 25, 2010 - 8:00 am

    Your sales manager comes up, points to an article in a trade magazine, and says "we must put in CRM!" What do you do?
  • Salesforce.com: 6 Areas To Watch After Rollout

    Posted June 22, 2009 - 2:48 pm

    By now, most organizations have used some sort of a SaaS application, so there's familiarity with the basics of hosted software. But CRM applications are by their nature much more likely to be integrated with other business-critical applications, either behind your firewall or in hosted data centers, so they present some new challenges. Furthermore, applications with really rich web-services APIs (such as Salesforce CRM) can surface operational, policy, and process issues in your IT organization.
  • Technology Planning For Small Business Growth

    Posted April 28, 2009 - 11:52 am

    A reply to my post from last week “Is Your Small Business Goal to Grow or Not?” asks an interesting question: if growth is the goal of a small business owner, how do you include technology planning in your development? ArcherTC reported giving little thought beyond what tools to use today. And as software and hardware keep jumping forward, including the scary thought (at least to ArcherTC) of ever-increasing cloud computing options, how does one pick the right technology to support growth?

  • The Five Steps to Customer Service as a Strategic Weapon

    Posted December 4, 2008 - 6:25 pm

    Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage.
  • On-Demand CRM market to reach $3.8 billion by 2013

    Posted November 7, 2008 - 9:20 am

    On-demand CRM model will enjoy double-digit growth rates in the next five years, but investors and users will start getting disappointed with this growth if there is no payoff, says Datamonitor.
  • The Provident Bank Realizes Dramatic Customer Service Improvements Using Echopass Advanced Call Center Service

    Posted November 6, 2008 - 2:56 pm

    Background. For a banking institution founded nearly 170 years ago, The Provident Bank of New Jersey is already modern in its approach to customer service. Its corporate slogan, “Hassle-free banking for busy people®,” summarizes its philosophy of removing obstacles and ensuring fast, accurate, and professional customer encounters.

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