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Top Articles
Areas To Monitor After Implementing New CRM Systems
[2009-06-24] 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:
CRM Integration Is A Key Success Factor
[2009-06-09] 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:
Gartner Highlights Cost Effective CRM Strategies
[2009-05-26] Companies that fail to invest in CRM strategies because of the tough economic climate will delay perceived benefits by at least 12 months once the economy recovers, giving rivals an advantage in the market, according to Gartner Inc.
Ending Traditional Software Maintenance Fees For CRM
[2009-05-04] 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.
CRM Up-And-Comers Honored
[2009-04-20] Some music fans will spend 20 hours a week checking out mostly bad bands in the hope of finding a great one. Movie lovers can waste even more time suffering through subpar acting and poor directing. But people who watch CRM companies may be able to stop the hunt, as two smallish firms were recently called promising ventures.
Majority Of Businesses Not Familiar With CRM
[2009-04-06] The majority of small to medium businesses (SMBs) are unfamiliar with the terms Customer Relationship Management (CRM) and Software as a Service (SaaS), and those that do know about CRM connect it to products that only apply CRM in indirect ways, according to a survey from software firm Avidian Technologies.
CRM Becomes Socialized With Twitter And Social Networks
[2009-03-23] In a conversation recently with good friend Jeremiah Owyang, he encouraged and motivated me to finally publish this post... Over the last decade, Social Media has slowly evolved not only as a new content publishing, sharing, and discovery medium, but more importantly as a peer-to-peer looking glass into the real world conversations that affect the perception, engagement, and overall direction of the brands we represent.
Salesforce.com Hits Double Digits
[2009-03-16] It seems like at least half the population has a cold at the moment, so let's please skip the chorus of "Happy Birthday." Still, folks in the enterprise CRM industry should find it interesting to know that Salesforce.com is celebrating the tenth anniversary of its founding today.
Gartner Examines Future Of CRM
[2009-02-26] The business goals and challenges of customer relationship management (CRM) programs will remain the same today as they were 10 years ago, and they will continue to be the most important during the next 10 years, according to Gartner.
Salesforce CRM Spring '09 Bursts Onto Scene
[2009-02-23] Ah, spring. It coincides with so many nice things, including blossoming flowers, tweeting birdies, and new software. And in this last category, Salesforce CRM Spring '09 may be one of the things most worth a look.
CRM Software Could Save Your Sales Force
[2009-02-16] 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:
Unlocking The Secrets of Customer Loyalty
[2009-01-28] Here's an excellent post by Gary Schwartz, SVP of Marketing at Confirmit, Why attitude counts if you want loyal customers:
Important Business Value Changes Shaping CRM Trends
[2009-01-11] Here are several excerpts from an article by Richard Adhikari, Social Networks Among Trends in CRM for 2009:
Open Source Strategies Inc. Releases New ERP + CRM suite
[2008-12-05] Opentaps is a an open source ERP + CRM suite sponsored by Open Source Strategies Inc., and developed by full-time professional developers with the help of a community of contributors, recently adopted by Honeywell International.
Manage Decision Making For Keeping Customers
[2008-11-11] CRM Daily had a nice little article on Customer Retention that reminded me of the example I often use for how the elements of decision management contribute to more effective customer retention decisions. Large organizations spend vast sums on retention - one bank, for instance, spends $1Bn annually - and retention is a perfect candidate for EDM for a number of reasons:
The Gentle Art of Persuasion
[2008-10-21] We spend a lot of time thinking about how to get visitors to our sites, but how much time do we spend thinking about better ways to persuade people once they've arrived? Such topics are often talked about in terms of conversion and split/run testing. However, I'm like to talk talking about something a little more subtle.
Using Mashups and Collaborations to Add Value to CRM
[2008-10-03] Here is another example of enterprise 2.0 integrating with old school enterprise applications.
Why CRM is Important
[2008-09-19] If you've heard of Customer Relationship Management (CRM) and wondered why it's so important, it's simple. No matter what business you're in, unless your customers are happy you won't succeed, and this is why CRM is so important. More important than sales, or marketing, or any other part of the company that wouldn't survive without customers.
Enterprise Must Employ Old-School Tactics
[2008-08-29] 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 Needs Improvement In Call Center Industry
[2008-08-08] In the global call center industry, business are not optimizing the value of their investments in customer relationship management practices according to the 2008 Datacraft/Dimension Data Global Contact Centre Benchmarking report.
Risk Minimization For Managing Your Customers
[2008-07-16] Although company line management and sales management typically also take on roles in managing the overall customer relationship (depending on the nature of the project and the customer), it is imperative for project success that the Deliverer develop and maintain a good working relationship with the customer Acceptor.
Your Best Customers Should Come Before Your Best Prospects
[2008-06-27] In relation to my last post, Driving Sales to Existing Customers Takes a Marketing Dive, I'd like to point out a great post by Brian Carroll, Should Lead Generation Ignore Current Customers, along with recent research by the CMO Council, Marketers Are Flying Blind When It Comes To Leveraging Customer Data And Analytics.
Customer Relationship Challenges With Big Business
[2008-06-03] My wife got a message from the Microsoft Firewall the other day, It was the kind of thing that only firewalls tend to ask about. Microsoft was blocking a program from accessing the Internet, and was asking my wife if that was OK or whether it should allow access.
Convert Visitors into Customers
[2008-05-02] InternetRetailer.com reports that the highest conversion rates among major online retailers during March were the following:
Event-Triggered Marketing with EDM
[2008-04-04] Richard Higginbotham wrote a nice little post over on mycustomer.com called "Right here, right now: Event-triggered marketing".
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