Customer relationship management (CRM) news, solutions, and analysis for IT professionals
  • 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.
  • Businesses are loaded with customer information, but unable to act upon it

    Posted July 10, 2013 - 3:52 pm

    Business owners think they have a great understanding of their customers, but a new survey shows they're completely clueless.
  • How Vail Resorts uses IT to profile skiiers

    Posted June 27, 2013 - 11:05 am

    Kirsten Lynch, CMO at Vail Resorts, says her partnership with the CIO leads to better guest experiences.
  • HP launches new CRM and MDM tools

    Posted June 11, 2013 - 12:32 pm

    Mobile devices and the cloud have transformed the way business is conducted. HP introduced new tools today for business customers to leverage that transformation and work seamlessly with Salesforce and Good for Enterprise.
  • 17 tips for achieving social CRM success

    Posted June 3, 2013 - 12:35 pm

    Social media and customer relationship management (CRM) experts share their tips for how organizations can leverage social media to improve customer engagement.
  • 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.
  • 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.
  • 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.
  • 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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