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Microsoft Dynamics Is Poised for an Exciting Future
Last week I had the opportunity to attend Microsoft Dynamics' Fall Analyst meeting in Bellevue Washington; the annual soiree that Microsoft puts on in order to share about the current state of, and future vision for, their enterprise ERP and CRM business applications.
CRM + Predictive Analytics: Why It All Adds Up
Here's are several excerpts from an article by Eric Barkin about predictive analytics, a subject near and dear to me, that's definitely worth the read, CRM + Predictive Analytics: Why It All Adds Up:
Could Customer Scheduling Be A Mobile Game-Changer?
Here are several excerpts from an article by Mike Wittenstein, Mobile Monday: Apple Store App, about The Apple Store's New Mobile App:
Changing The Game With Mobile Customer Scheduling
Here are several excerpts from an article by Mike Wittenstein, Mobile Monday: Apple Store App, about The Apple Store's New Mobile App:
Can Vertical CRM Be The Solution For Your Enterprise?
Whenever I'm coaching a business through the process of selecting a CRM solution, one of the things that I always have my clients consider is whether or not they should evaluate vertical CRM solutions; solutions that have been designed specifically for their industry or organization type.
Early Social CRM Adopters See Added Advantages
Here are several excerpts from an article by Brendan B. Reed about a recent social CRM study conducted by SugarCRM, Social CRM Adoption Slow but Adopters Enjoy Advantage:
How To Kickstart Organic Online Community Growth
Here's a synopsis of great post by Lucy Beer (@elementalc), Online Marketing Coach, Strategist & Blogger, Kickstart Your Online Community With Your Offline Customers. Check out the complete post for more.
How Do You Choose The Community Software Your Company Needs?
Here are several excerpts from an article by Vanessa DiMauro, CEO of Leader Networks, How to Select An Online Community Software Vendor. I highly recommend checking out the original source article for much more on this topic as well as Vanessa's How to Build an Online Community article:
Making Current Client Relationships A Top Priority
Here is some great advice from Paul Bowkett, CRM Business Manager with Microsoft New Zealand, Five Tips for Building Stronger Customer Relationships. Be sure to check out the complete source article for more:
Creating Loyal Customers And Boosting Revenues
Here are several excerpts from an article by Carsten Thoma, President of Hybris US, 5 Steps to Personalized Customer Contact. Check out the complete source article for more, including a discussion on mobile personalization:
Hot Emering Customer Service Technology Trends
Here are several excerpts from an article by John Ragsdale, VP of Technology Research at the Technology Services Industry Association (TSIA), 2010's Hottest Customer Service Technology Trends. Check out the complete source article for much more on each trend:
Improving The Adoption Rate Of Your CRM
Here's some great advice from John Paterson, CEO & Founder of Really Simple Systems, CRM Systems, 10 Pitfall to Avoid: One of the keys to making the most of a CRM system is getting the whole of the company to embrace it.
Making A Plan And Setting A Commitment To Social Media
Here is some sound advice from Marketing Expert, Ardath Albee, 5 Things to Consider Before Using Social Media. Check out her complete post for much more on her five recommendations:
What To Look For When Purchasing A CRM System
Here is a synopsis of an excellent article by Jennifer Schiff, (@JenniferLSchiff), Vendors Reveal 10 of Their Top CRM Tips. Be sure to check out the complete source article for more on each of the following 10 tips:
Integrating Technologies to Improve the Customer Experience
Here's a synopsis of an excellent article by Yacov Wrocherinsky, Founder and CEO of Infinity Info Systems and Dave Newmark, CEO of Bid4Spots, Five Strategic Success Factors for Linking Customer-Focused Tools. Be sure to check out the complete source article for much more:
Building CRM Best Practices From Hard Lessons
Here are several excerpts from an article from Baseline Consulting's Jill Dyche, CRM's Hard Lessons. Be sure to check out @jilldyche 's complete source article for more on each of five best practice habits of savvy business owners of customer-focused programs:
Social Media And Technology Trends To Keep An Eye On
Here are several excerpts from an insightful post by Mark Schaefer about a McKinsey report on tech-enabled business trends, Ten Social Media and Technology Mega-trends To Watch. Be sure to check out the original source article for much more discussion on each of these trends:
The Types Of Self-service CRM Vary Widely
Here are several excerpts from an excellent article by Sue Hildreth, Selecting self-service CRM software means looking in many places. Be sure to check out the complete source article for much more on the six tips outlined below:
Creating An Integrated Customer Experience
Here are some excerpts from an excellent, insightful post I found on the MTS Blog, Who Owns the Customer Experience. Be sure to check out this blog. It's new, but looks like it's going to provide a nice stream of thought provoking information.
Taking A Social Approach To Business Process Management
Here are several excerpts from a post by author and consultant Joe McKendrick, Social BPM: Business Process Management Enters the 21st Century:
How To Choose The Correct CRM Community Platform
Here are several excerpts from an article by Christopher Andrews, a senior analyst at Forrester Research, 7 Tips for Choosing a Community Platform. Be sure to check out the complete source article for more on each tip:
Build Your CRM Strategy Before You Enter the Social Arena
Here are several excerpts from an article by Sue Hildreth a Searchcrm contributor, Strategize Before Diving Into Social CRM. Check out the complete source article for more insightful examples of how companies are approaching social CRM:
Improving Customer Experience While Preparing For Growth
"As the challenging economic environment caused customers to re-examine their spending on virtually everything, communications and high-tech companies-like all companies-continue to consider how to reduce churn and hold on to their existing customers' business, even while they are preparing once again for growth."Accenture
Deciding Between Best-of-Breed Applications Or an Integrated Suite
Here are several excerpts from a very informative post by Austin Merritt, Vice President at Software Advice, Best-of-Breed or Integrated Suite? 10 Questions to Consider. Software Advice offers a free service to help organizations to find the right (industry-specific) software for running their business; check it out!
Buying The Best CRM System For Your Business
Here are several excerpts from an article by Patrick Gray, President of Prevoyance Group, Four tis for buying "big" software:
Creating A Customer Relationship Strategy With Long-term Success
Here are several excerpts from an article about a new Gartner report, Three Steps to Create a Successful CRM Strategy, which is available for purchase on the Gartner website:
Building Solid Relationships With Your Customers
Here are several excerpts from a post by Ariel Maayan, the director of professional services at Kampyle, Customer Feedback And The Building of Solid Relationships:
Using Customer Feedback To Innovate Your Business
Here are several excerpts from an informative post by Hutch Carpenter, VP of Product at Spigit, 3 Models For Applying Customer Feedback to Innovation; for much more, check out the complete source article:
Keywords Are For More Than Just SEO
Here is an excellent post by Michele Linn (@michelelinn), a marketing consultant with her own firm, Linn Communications, 5 Ways To Find the Perfect Keywords for Your B2B Content:
Keywords Are Important For All The Content On Your Site
Here is an excellent post by Michele Linn (@michelelinn), a marketing consultant with her own firm, Linn Communications, 5 Ways To Find the Perfect Keywords for Your B2B Content:
Motivating Your Employees To Give Better Customer Service
Here are several excerpts from a post by Michael Sansolo, author of The Big Picture: Essential Business Lessons From The Movies, in the Customers Rock blog, The Ultimate Customer Compliment:
Tips For Building A Successful CRM Project
Here are several excerpts from a post by Richard Boardman, CRM Project Plans - Where Does It All Go Wrong?:
Learning The Social Side Of Enterprise CRM
So I guess that it's time for me to check in and comment about my experiences at the recent SCRM Summit put on by BPT Partners last week. I won't bore you with all the details surrounding my difficulties in getting back home, (it took me 4 days due to all of the airline cancellations from the winter storms in the mid-atlantic and southern part of the country), I'll focus on my most meaningful insight.
Pre-Purchase Buyer Demand Customized CRM Strategies
Here are a couple of excerpts from an article by Barney Beal, News Director for SearchCRM.com, CRM demos, customization key demands for buyers pre-purchase:
Protecting Your Customer Reputation With Monitoring Software
CRM Mastery recently rolled out a Social CRM Technology Directory that includes more then 60 products within 5 categories. One of the technology categories included in the (free with registration) directory is Brand Monitoring. The following comments are from a variety of sources:
How To Make Your CRM Strategy Proactive
Here are several excerpts from an excellent post by Ben Yoskovitz, How To Implement a Proactive Customer Support Strategy:
CIOs Still Unsure Of Facebook and Twitter's Role In Business
Here are several excerpts from an article by Jon Brodkin, Senior Writer for Network World, Facebook, Twitter Becoming Business Tools, But CIOs Remain Wary. Check out the complete source article for much more on this topic:
Building Better Customer Satisfaction Through Measurement
Here are several excerpts from an excellent article by Santatu Nandi, an Execitive VP with Firstsource, Measuring Happiness: On the Road to Customer Satisfaction. For much more, checkout the complete source article:
Private Clouds Should Only Be Used Temporarily
Here are several excerpts from an insightful article by Alistair Croll, principal analyst at Bitcurrent, Private Clouds Are A Fix, Not The Future:
Making Your Social CRM Processes More Efficient
Here are several excerpts from an article by David Worthington about a new Forrester Research report, ‘Social CRM' changing how processes are developed:
Utilizing Customer Data To Add Real Value
Here are several excerpts from an interesting article by David Loshin, President of Knowledge Integrity, Inc., Customer Analytics, Focus on What Truly Adds Value:
How Will The Web Change Marketing In The Next Couple Years?
Here are several excerpts from a post that was originally written for Valeria Maltoni's excellent new ebook about marketing in 2010. As Joe Buhler notes, the ebook includes terrific, thoughtful insights from Shannon Paul, Olivier Blanchard, Danny Brown, Amber Naslund, Jackie Huba, Gavin Heaton, Mark Earls, Rachel Happe, Jonathan MacDonald, and of course Valeria herself. Download it for free right here:
The Real-time Web Makes Everything Marketing’s Responsibility
Here are several excerpts from a post that was originally written for Valeria Maltoni's excellent new ebook about marketing in 2010. As Joe Buhler notes, the ebook includes terrific, thoughtful insights from Shannon Paul, Olivier Blanchard, Danny Brown, Amber Naslund, Jackie Huba, Gavin Heaton, Mark Earls, Rachel Happe, Jonathan MacDonald, and of course Valeria herself. Download it for free right here:
Getting Personal With The New Breed Of Consumers
Here are several excerpts from an article by Strats Inc, a leader in developing strategic solutions for businesses and brands, Five rules for understanding a new breed of consumers:
Features Are Not The Most Important Aspect Of Your CRM
Here are several excerpts from an article by David Tabor, CEO of SalesLogistix, Four Dirty Little Secrets of CRM Requirements Lists:
When CRM Fails Where Should Blame be Placed?
Here are several excerpts from an article by Jim King, VP of Operations at Panasonic Computer Solutions Company, Who to Blame When CRM Fails. Check out the complete source article for a more comprehensive discussion of each of the key learnings mentioned below:
Recouping Time On IT Projects By Removing Non-Essential Features
Here are several excerpts from an article by Phil Simon, Three Questions to Ask When Considering Cutting Features from an IT Project: I am often involved with projects that are running behind schedule and over budget. Such is life of an IT consultant, I suppose.
Top Strategic Technologies For 2010
Here are several excerpts from an article by Josh Cable, Senior Editor for Industry Week Magazine, Top 10 IT Strategies for 2010. For more information on each strategy area, check out the complete source article:
Setting Up CRM Software For Your Business
Here's some thoughts from Andrew Mulvenna that's worth repeating, How Integrated, Web-Based Software Makes Business More Efficient:
Are You Fully Investing Into Social Media?
Here is a post by Jacob Morgan, Principal of Chess Media Group, that appeared in Social Media Insider that I wholeheartedly agree with, Is the Promise of Social Media Enough? What About ROI?
How To Correctly Choose CRM Software For Your Enterprise
Here are several excerpts from an article by Rahul Sah, about how to get started on the right foot before buying enterprise application software, Enterprise Apps Buying Guide - Be sure to check out the complete source article for much more on this topic:
Telling A Story And Being Transparent Within Your Enterprise
Software-as-a-Service (SaaS) pioneer and salesforce.com co-founder and CEO Marc Benioff credits storytelling as one of the primary reasons for his company's rapid success. "Communication is probably the most essential part of my job," Benioff told me in an recent interview about his new book, Behind the Cloud.
Do Not Give Up On Your CRM Leads Too Easily
Here are several excerpts from an excellent article by David Tabor, CRM Tips: Don't Let Leads Die Prematurely:
How To Determine If Your CRM Efforts Are Failing
Here are several excerpts from a very good guest post that appeared in Michael Krigsman's, Blog, Going Commando: Four Signs of CRM Failure: CRM failure remains a significant problem in many organizations. For that reason, it's important to explore why so many of these projects do not achieve their potential.
Taking Full Advantage Of Cloud Based Business Solutions
Here are just a few excerpts from a series of articles by Patrick Barnard, Senior Web Editor for TMCnet, The Advantages of SaaS-based Call Center Solutions: Thinking about replacing your legacy call center system but not sure whether to go the software-as-a-service or on-premises route?
Adding Social Media To Your Key CRM Goals
Here are several excerpts from an article published in SiliconRepublic.com, Social networking to feature at heart of CRM strategies: Businesses will need to start integrating social networking services like Twitter and Facebook - not to mention the ones that have yet to even be born - into their sales and CRM strategies, Salesforce.com believes.
Keeping Your CRM System Secure From Human Error
Here are several excerpts from an article by David Tabor about the importance of limiting access to administrative functions within a CRM system, Too Many Cooks Spoil the CRM System:
Reducing The Complexity Of Implementing CRM Within Your Enterprise
Here's an interesting post by Michael Vizard about businesses' lack of acceptance and use of Business Intelligence applications, Trying to Get Smarter about Business Intelligence:
Customers Will Reshape Social CRM
Here is an excellent post by Bob Warfield that really helps to put the emergence of Social CRM into perspective, The Customer, as Social CRM, is the Fourth Pillar of CRM:
Customer Retention Is The Key Focus OF CRM
Here's several excerpts from a post by Christopher Musico who is reporting from the CRM Evolution 2009 Conference being held in NYC, Get Salespeople Back to Selling:
How SaaS Can Improve Development Productivity
Here are several excerpts from an article by Doug Henschen, SaaS Makes Its Mark In Business Intelligence: Fast, flexible, and affordable - three words never used to describe a major business intelligence (BI) deployment. That's why BI software as a service (SaaS) stands to transform the market.
Decreasing Development Time With SaaS And Cloud Computing
Here are several excerpts from an article by Doug Henschen, SaaS Makes Its Mark In Business Intelligence: Fast, flexible, and affordable - three words never used to describe a major business intelligence (BI) deployment. That's why BI software as a service (SaaS) stands to transform the market.
Examining The Reasons CRM Failure Rates Remain High
Here are several excerpts from an excellent article by Michael Krigsman, Three Big Reasons CRM Initiatives Fail. I highly recommend that you take the time to check out the complete source article; it's filled with insightful CRM project management information and commentary:
Get The Most From CRM By Continually Fine-Tuning
Here is a synopsis of an article by Robert Poe, 6 Ways to Get Better Results from Your CRM Investment: Your CRM efforts should not stop when your implementation is complete. You'll have to manage the technology - and far more so, the people - in order to wring out value from your CRM investment.
Implementing CRM Software In Your Enterprise Successfully
Here is a synopsis of an excellent article by Jean Frohman, Marketing Manager with Citrin Cooperman & Company, LLC, full of valuable suggestions for successfully implementing a CRM solution, Tips on Implementing CRM Software at Your Firm:
Utilizing Enterprise Analysis Through CRM Tools
Here are several excerpts from an excellent article by Glen Brule with ESI International, Get a Handle on CRM Tools- Six Steps for Enterprise Analysis:
Building Customer Profiles With Significant Advantages Using Social CRM
Here's an excellent post by Ian Hendry CEO, of WeCanDo.BIZ about the risk that Social CRM will exclude small businesses: The CRM 2.0 train is gaining steam, but most of its first uses are of little relevance to small businesses. Might they get looked over by one of the most exciting business web iniatives ever?
Adding Mobile CRM Connectivity To Your Brands
Here are several excerpts from an article by Dianna Dilworth, Brands Find Mobile Adds Potential to CRM Mix:
Tapping The Full Potential Of SFA/CRM Solutions
Here are several excerpts from an excellent article by Alex Jeffries, The Carrot, the Stick and Other Sales Effectiveness Strategies:
Areas To Monitor After Implementing New CRM Systems
Here is a synopsis of an excellent article by David Taber, author of "Salesforce.com Secrets of Success" and CEO of SalesLogistix, Salesforce.com: 6 Areas To Watch After Rollout:
How To Reframe Your Internal Conversations For Customer Support
Here are several excerpts from a great post by user-experience consultant Peter Merholz where he divulges his formula for creating a customer-experience model:
Winning Over Even The Most Resistant End Users
Here are several excerpts from an article by Yacov Wrocherinsky with 1to1 Media, No Buy-In, No Business Results:
CRM Integration Is A Key Success Factor
Here are several excerpts from an excellent article by David Taber author of Salesforce.com Secrets for Success and the CEO of SalesLogistix, Salesforce Rollout: What Customer Support Must Know:
Exploring The Problem Of Poor Customer Service In Large Web Companies
Here are several excerpts from an excellent post by Phil Wainewright, Web Giants and the Helpless Individual, which explores the problem of poor customer service and support from some of the largest web service companies:
Before Adopting New Technology Fix Your Current IT Issues
Here are several excerpts from a very informative blog post by Phil Wainewright, How to Fail with Cloud, SaaS and Enterprise 2.0 :Gartner analyst Michael Maoz blogged yesterday Why your Twitter and Social CRM efforts will fail. It's an insightful post and one that, by coincidence, shares a theme with something I posted yesterday, Hybrid cloud or half-hearted kludge?
Ensuring Customer Satisfaction Is The Best Marketing
Here is an absolutely great post that appeared in the Dovetail Software Blog, Be the Duck: It's a known fact that it costs five times more to gain a new customer than it does to retain an existing one. So why do companies seem to invest more time, money and effort in the former, when the latter is what will really keep them afloat?
Ending Traditional Software Maintenance Fees For CRM
Here are several excerpts for an article about Salesforce.com CEO Marc Benioff's call for "the end" of traditional software maintenance fees. A key takeaway here is that when comparing the cost of on-premise CRM to on-demand CRM services, annual fees charged by on-premise vendors for maintenance and support must be considered.
Driving Decision-Making Trends In CRM
Here's an excellent article by William Band, VP, Principal Analyst with Forrester, Six Trends That Will Drive CRM Decision-Making in 2009:
Understanding Customers' Needs Begins With Lean CRM
Here is a synopsis of an excellent article by Graham Hill, a Partner with Strategyn UK, How to Increase Profitability and Reduce Costs with Lean CRM:
Social Networking Evangelists Turn Customers Into Brand Promoters
Here are several excerpts from an excellent post by Louis Columbus, with Cincom Systems, Social Networking Has Nailed Customer Satisfaction, Next Stop- Loyalty:
Turning Social Networking Into A Loyalty Promotion Powerhouse
Here are several excerpts from an excellent post by Louis Columbus, with Cincom Systems, Social Networking Has Nailed Customer Satisfaction, Next Stop- Loyalty:
Competition Heats Amoung CRM Software Giants
Here are several excerpts from an interesting article by Bob Evans about the competition between the CRM software (and cloud computing) industry giants, (salesforce.com, Oracle, SAP and Microsoft), Global CIO: Salesforce CEO Marc Benioff Has Declared War - Are You Enlisting?. If this topic interests you, I urge you to read the entire source article for a much more comprehensive analysis:
Issues To Consider Before Implementing Enterprise 2.0
Here's an excellent article by Kate Carruthers about what IT must consider before implementing Enterprise 2.0 applications, 5 Key IT Issues for Successful Enterprise 2.0 Implementations.
Use EFM To Complete Your CRM
Here are several excerpts from an interesting article about Enterprise Feedback Management (EFM) by Brendan B. Read, EFM to Complete CRM If Done Right:
How to Make Your Business More Successful
Here's an excellent post by Anthony Cole, 7 Habits of Successful Salespeople:
Social Computing Is A Significant CRM Market Trend
Here's a news article from earlier this week that appeared in Customer Strategy, Gartner's Four Steps to Social Computing Heaven:
Setting Marketing Focus On Your Landing Page
Here are several excerpts from an article by Jennifer Moline, Landing Pages Made Simple And Profitable:
Making Web 2.0 Technologies Work For You
Here are several excerpts from an excellent article in The McKinsey Quarterly by Micheal Chui, Andy Miller and Robert P. Roberts of McKinsey & Company, Six ways to make Web 2.0 work. I highly recommend that you take a read through the complete article:
Businesses Are Moving Towards SaaS
Here are several excerpts from an an article by Steve Evans about recent research regarding the use of Software as a Service (SaaS) in small and mid-sized enterprises, SMEs turning towards SaaS:
Even Small Businesses Need A CRM Solution
Here are several excerpts from an article by Dale Vile, Research Director for Freeform Dynamics, CRM Promise and Practicality for the Smaller Business. Be sure to also check out my commentary at the end of this post:
CRM Software Could Save Your Sales Force
Here are several excerpts from an article by Barney Beal, News Director for SearchCRM.com, Sales Reps Are In For A Tough 2009, But CRM Sales Software May Help about the 2009 Sales Performance Optimization Survey from CSO Insights:
Is Your Small Business Using CRM Software?
Here are several excerpts from an article by Dale Vile, Research Director for Freeform Dynamics, CRM Promise and Practicality for the Smaller Business. Be sure to also check out my commentary at the end of this post:
2009 Could See CRM In The Clouds
Here are several excerpts from a post by Chris Kanarcus, Cloud CRM On The Horizon for 2009, that discusses what several CRM analysts believe is in store for the CRM marketplace in 2009:
Unlocking The Secrets of Customer Loyalty
Here's an excellent post by Gary Schwartz, SVP of Marketing at Confirmit, Why attitude counts if you want loyal customers:
IT Departments Making Better Use Of Resources
Here are a few excerpts from an article by Tom Kaneshige, IT Learns To Do Less With Less:
Giving Customers What They Really Need
Here are several excerpts from an excellent post by Ardath Albee, Customer need or wishful thinking?: According to B2B Marketing Trends 2010, a report by the Institute for the Study of Business Markets, the #1 trend getting the attention of B2B marketers is:
Small Businesses Want Straightforward CRM
Here's an article by Greg McNevin, worthy of some commentary, SMBs Want Simple, Accessible CRM:
Important Business Value Changes Shaping CRM Trends
Here are several excerpts from an article by Richard Adhikari, Social Networks Among Trends in CRM for 2009:
Enterprise Implementation of SaaS Myths
Here is a synopsis of an excellent article by Fergus Gloster, Senior VP EMEA, at salesforce.com, Busting the Myths About SaaS:
CRM Makes The Mobile Jump
Here are several excerpts from interesting article by Brendan Read, Senior Contributing Editor with Customer Interaction Solutions, Mobile CRM: Are We There Yet?:
Calculate Your Advertising Investment
Here's a useful free web-based utility for calculating pay-per click advertising ROI:
Most Influential Biztech Products of 2008
Here is a synopsis of the 10 Most Influential Biztech Products of 2008 as seen by Larry Dignan, Sam Diaz and Tom Steinart-Threlkeld of ZDNet's Between the Lines, fame. Check out the complete source article for more detail on each product:
Good Customer Service Is More Important Than Pricing
Here are several excerpts from an article by Barney Beal, News Director with SearchCRM.com, Poor Customer Service, Not Price, is Driving Customer Churn:
CRM 2.0 and Social Customer Strategies
Here are several excerpts from an article by Marshall Lager, Senior Editor of CRM magazine, about a recent Forrester Research report on CRM 2.0 and social customer strategies, CRM 2.0 Is for Real:
Nurture Your Audience For Long Term Success
Here is an insightful post from one of my favorite marketing bloggers, Ardath Albee, Lead Nurturing Belongs in Your Recession Strategy:
Adding Lead Nurturing to Your Marketing Mix
Here is an insightful post from one of my favorite marketing bloggers, Ardath Albee, Lead Nurturing Belongs in Your Recession Strategy:
When Exactly is The Time to Spend On CRM Software?
Here's a fabulous article by Gene Marks, CPA and owner of the Marks Group, that can help small business owners to identify when they should be considering a new technology investment, The Technology Tipping Point:
Major IT Trends for 2009
Here is a brief synopsis of an enlightening article by Samuel Greengard, a freelance writer for Baseline magazine, Top 10 Trends in IT for 2009:
World-Class Marketing Database Has The Ability To Change
Here are several excerpts from an excellent article by Shay Young, Senior Database Analyst with Euro RSCG Discovery, What Is A World-Class Marketing Database?:
Customer Service Still Ranks Higher Than Price
Here are several excerpts from a press release about the findings from a recent study on customer service satisfaction, Customer Service, Not Price, Remains Top Cause of Customer Churn:
Easing Employees Into Using New Technology
Here's are several excerpts from an informative article by Darren Dahl, Trust Me: You're Going to Love This:
Why Do Business To Business Marketers Resist Getting Social?
Here are several excerpts from an informative article by Lauren McKay, Editorial Assistant with CRM magazine, B2B Marketers Still Hesitant to Get Social:
Considered All Integration Issues Swithch to SaaS
Not surprisingly, SaaS vendors have decided there's no time like the present to make a full court sales press. In a down economy with slashed IT budgets, when there's no tolerance for 18-month software implementations and the price tags for on-premise software from Oracle and maintenance fees from SAP applications are not falling, software-as-a-service and cloud computing offerings become more attractive options for businesses.
5 Questions to Ask Before You Say Yes to SaaS
Here are several excerpts from an excellent article by Thomas Wailgum, senior editor with CIO.com, 5 Questions to Ask Before You Say Yes to SaaS:
Planning and Intergration of On-Premise Applications Via Cloud
Here are several excerpts from an informative article by Mathew Schwartz, Integrating Your Cloud And On-Premises Applications: Most small and midsize businesses are eyeing one or more software-as-a-service (SaaS) applications, yet have already made numerous investments in on-premises software. And despite the potential cost upsides of making the move to SaaS, one crucial success factor for running part or all of your business in the cloud is going to be the ability to tie cloud computing applications to on-premises systems.
Creating a More Personal Relationship With Your Customers
Here are several excerpts from an article by Neil Sikder, a vice president of Maia Strategy Group, Speak With Your Customers:
Personalizing Your Customer Service
Here are several excerpts from an excellent article by Drew Stevens, Cures for the Customer Service Puzzle:"
Financial Struggles With Enterprise Software
Here's a timely post by Thomas Wailgum, Editor of CIO magazine, Help! We Need ERP and CRM Software, But We Can't Afford It Right Now!:
Improve the Effectiveness of Email Marketing
Here are several excerpts from a post to the Email Insider blog by David Baker, IAB Issues Email Data Management Best Practices:
Finding a New Breed Automated-Marketing Vendor
"New breed marketing automation provides a broader platform to deliver multichannel marketing programs which improve campaign velocity and relevance, better accountability of all marketing programs and overall improvement of marketing effectiveness and efficiency," said Suresh Vittal, principal analyst at Forrester Research. "They are not just focused on email but multiple channels like direct mail, Web, call center and even mass advertising."
Today’s CRM Landscape
This article provides a fairly comprehensive look at the "state-of-the art" from 8 leading CRM technology solution companies (listed below) that should broaden your perspective on what CRM technologies can do for your organization:
7 Ways For Improving Customer Experiences
Here are several excerpts from an article by Barney Beal, the News Director with SearchCRM.com, Measuring The Customer Experience Takes More Than One Metric:
Companies Are Avoiding Social Media
Here are some insights from a press release about a recent survey, Most Companies Avoid Integrating Social Media Despite Evidence of Benefits:
Convince Your Sales Force to Use SFA
Here are several excerpts from an article by Rick Cook, Convincing Your Sales Force to Use SFA. About the only thing I'd add is that I believe that it's critical that representatives from the sales organization, (both management and staff) be integrally involved in the SFA technology selection process.
Enterprise Must Employ Old-School Tactics
Here are several excerpts from an article I spotted a couple of days ago, To Sell Online Software, Firms Must Employ Old-School Tactics:
CRM Increases to Help During Current Economy
Here are several excerpts from an article by Michael Bush and Rupal Parekh, More Marketers Want to Get to Know You:
Does a New Website Hold the Secret to Great Customer Service?
A friend of mine directed me to a web site that I was not familiar with, getsatisfaction.com. It's an interesting idea. The company is offering a Web 2.0 customer service solution for everyone/anyone about any product or service while at the same time it's pitching the on-demand platform to companies for use on their own web sites.
CIOs Taking Advantage of SaaS
Here are several excerpts from an article by Zach Church a News Writer with SearchCIO-Midmarket.com, SaaS: The (Data Center) Killer App:
Key Components for Successful Data-driven Marketing
Here are several excerpts from an informative article by Neil Mason, the co-founder of Applied Insights - a consumer analytics consultancy - Data-Driven Marketing:
Business Intelligence Rising Among Small Businesses
More SMBs (small and medium businesses, or companies with up to 999 employees) in the United States are seriously considering using BI (business intelligence) software tools to help them better understand market drivers for sales and forecasting, and for increasing their profit margins.
Seven Deadly Sins Customer-Survey Edition
Jim Ivers, of Vovici, understands the nature of online (customer) surveys thoroughly and in fact his firm has published a list of Seven Deadly Survey Sins that should be avoided at all costs.
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