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

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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IDC: In software market, CRM, virtualization and collaboration show strongest growth

Posted November 7, 2012 - 1:10 pm

The global software market grew 4.7 percent in the first half of this year to US$167 billion, with CRM (customer relationship management), virtualization and collaboration coming in as the fastest-growing segments, according to figures released Wednesday by analyst firm IDC.
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Top 10 CRM tricks guaranteed to lose customers

Posted October 25, 2012 - 11:16 am

Best-practices articles are as dull to read as they are to write, columnist David Taber says. So here are 10 customer support system worst practices that are certain to derail customer satisfaction.
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Before installing CRM systems, consult your org chart

Posted October 18, 2012 - 2:30 pm

With most enterprise systems, it's immediately clear who should be users and what they should be able to do on the system. Not so with CRM -- and, over time, more and more employees and departments will need to be on the system.
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CRM projects done right mean business process changes

Posted September 13, 2012 - 1:29 pm

Like most enterprise applications, CRM systems mean tighter business processes. Unlike most enterprise apps, however, CRM users typically aren't ready this for this. Here's a look at what needs to be fixed before you should really start a CRM project.
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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.
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Why your CRM integration consultant doesn't know anything

Posted August 23, 2012 - 3:02 pm

The old joke about management consultants as "people you hire to tell you the time that's on your watch" still rings true. When it comes to CRM consultants, though, the overwhelming impression is that they know even less about your business. Here's what you can do about it.
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Before you invest in CRM software, assess your needs

Posted August 16, 2012 - 2:38 pm

Smart car buyers don't get a Ferrari when a Fiat will do. The same philosophy is true of CRM systems, which can be as utilitarian or as luxurious as you want them to be. The key is determining whether the extra features will improve profitability and business outcomes enough to justify their cost.
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How much should you spend on CRM software?

Posted August 13, 2012 - 12:15 pm

To misquote Tom Lehrer, "Life is like a CRM system: What you get out of it depends on what you put into it."
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Oracle CRM on Demand update focuses on industries

Posted July 31, 2012 - 9:37 am

Oracle is hoping to differentiate its cloud CRM (customer relationship management) software from that sold by rivals such as Salesforce.com with a new set of industry-specific capabilities.
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5 Reasons to use social CRM for support and services

Posted July 20, 2012 - 12:24 am

Toy CRM systems might make you think the software is just cases, escalations and SLA management, but serious CRM is changing the world of service and support by leveraging social networking functionality.
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5 reasons social CRM is the high ground for revenue production

Posted July 16, 2012 - 7:08 am

CRM is just overblown contact lists and pipeline spreadsheets, right? Toy CRM systems might look that way, but serious CRM is changing the world of sales and marketing by leveraging social networking functionality.
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How CRM data updates lead to data corruption

Posted April 24, 2012 - 2:46 pm

In theory, it's best to clear all your database transactions as soon as you can, keeping the tables up to date so that you don't have to worry about data integrity or time-smear problems. It's not always that simple.
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Top 10 stupid CRM data corruption tricks

Posted December 6, 2011 - 12:56 pm

In the spirit of David Letterman's occasional feature "Stupid People Tricks," it's time once again for a new list of errors that lead to corrupted CRM records. Past quizzes have focused on SysAdmins and consultants, but now it's time to find out how your users and their business policies can contribute to data pollution.
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Legacy application fixer-uppers

Posted November 7, 2011 - 12:47 pm

Legacy applications are one of the most difficult issues to face within IT. A rip-and-replace approach is expensive and thus difficult to justify; plus, it tends to interrupt operations. Here's how 3 companies solved their legacy application problems.
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Pfizer's future depends on IT transformation

Posted October 31, 2011 - 12:27 pm

With its business model ailing, this pharmaceutical giant tries a new IT formula, including a loyalty discount card, mobile applications aimed at consumers, and a cloud-based tablet CRM system for physicians
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