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

CRM News

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Fujitsu rolls out Salesforce.com to internal staff

    Posted September 29, 2011 - 7:14 am

    Fujitsu has rolled out Salesforce.com technology internally to 1,200 of its staff as part of a customer relationship management (CRM) system refresh.
  • Microsoft talks cloud CRM, ERP at partner conference

    Posted July 12, 2011 - 12:22 pm

    Microsoft is expected on Tuesday to update its strategy for cloud-based ERP (enterprise resource planning) and CRM (customer relationship management) software during the annual Worldwide Partner Conference in Los Angeles.
  • 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.
  • 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.
  • 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...
  • 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.
  • 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.
  • Profitability may be elusive for on-demand CRM

    Posted October 24, 2008 - 2:05 pm

    Datamonitor says on-demand CRM companies may be growing in terms of subscription revenue, but profits aren't keeping pace.
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