customer relationship management

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  • 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.
  • 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?
  • 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.
  • 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 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.
  • 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.
  • 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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