|
Top Articles
A Shared Understanding And Collaborative Business Evolution
[2010-09-02] Over the past few months (and perhaps more so over the past few weeks) I've noticed a growing tension between the Customer Relationship Management (CRM) and the social media folks. In some instances this has led to direct name calling in public mediums - which is rather unfortunate.
Building CRM Best Practices From Hard Lessons
[2010-08-19] 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:
Have Social Media And CRM Evolved?
[2010-08-05] I just arrived at the CRM Evolution conference and last night I attended a pre-show meetup where I had a great conversation with Brian Vellmure. Among one of the interesting things we talked about is how he and I (and others) got involved with Social CRM.
How To Identify A Social CRM Initiative
[2010-07-22] Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us...) Over the past few weeks you may have seen that the Oldspice man has been responding to comments on youtube, facebook, and twitter by creating individual personalized messages for people essentially creating a type of collaborative relationship between the brand and the customer, but is the Oldspice campaign a social media campaign or a social CRM campaign?
How To Manage Your Social CRM Process
[2010-07-08] In the past week or so we covered a few interesting topics with easy to understand visuals (we hope). We looked at the difference between CRM and Social CRM (for those that are new here CRM = customer relationship management) and also explored the evolution of CRM to Social CRM. Today I want to talk about a process that Chess Media Group and Mitch Lieberman developed aptly called ARM or; the Action, Reaction, Management, Process. As quoted in the Guide to Understanding Social CRM:
How Vendors And Strategists Differ In The Social CRM Space
[2010-06-24] After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became very clear to me that vendors and strategists (or consultants or analysts or whatever else you want to call them) are on a very different page when it comes to understanding and explaining what Social CRM is and/or does. I think what we are seeing now (also in the E2.0 space) is a space which is being "pulled" by vendors so to speak. I realize it's not this cut and dry and that not all vendors fall into the "vendor" mindset and that not all strategists fall into the "strategist" mindset. Having said that let's a take a look at where the disconnect might be between vendors and strategists.
Gaining Insight On Individual Customers And Their Influence
[2010-06-10] There is little doubt that customers are ruling the roost right now - to a point that should be of concern to business - and a reason to rejoice. On the one hand, because we are human, we love to complain and thus the virally negative press and publicity that a bad customer service problem can lead to grab much of the headlines.
Using Your Twitter Account To Monitor Customer Service
[2010-05-27] It's no secret that companies are using Twitter for marketing, but are you monitoring tweets for customer service? Last week, I ran into a striking reminder that companies are increasingly taking Twitter seriously, even when I am joking. Let me explain what happened last week when I slept in a Select Comfort Sleep Number bed and tweeted about my experience the next morning.
Improving Customer Experience While Preparing For Growth
[2010-05-13] "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
Buying The Best CRM System For Your Business
[2010-04-29] Here are several excerpts from an article by Patrick Gray, President of Prevoyance Group, Four tis for buying "big" software:
Microsoft Introduces CRM For Nonprofits
[2010-04-12] Microsoft has introduced its Dynamics CRM for nonprofits and nongovernmental organizations.
Using Customer Feedback To Innovate Your Business
[2010-04-01] 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:
Pegasystems Acquires Chordiant For Stronger Decision-Centric CRM
[2010-03-18] The news today is that Pegasystems (rules-based business process management) is acquiring Chordiant (decision-centric CRM). This is interesting news as it merges a company (Chordiant) with a very decision-centric/decision services separate from process mindset with one (Pega) that has mixed rules and process together much more.
Eloqua Helps Build Initial Business CRM Systems
[2010-03-04] Eloqua last week announced a money-back satisfaction guarantee for clients who participate in its SmartStart deployment program. Skeptical creature that I am, I wanted to hear the details before writing about it. By happy coincidence (OR WAS IT?), Eloqua Director of Key Accounts Jill Rowley scheduled a talk with me a few days later and filled me in.
Pre-Purchase Buyer Demand Customized CRM Strategies
[2010-02-18] 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:
Most Influential CRM Bloggers Of 2009
[2010-02-04] Forecasting Clouds ranked the top 20 CRM blogs based on their content, readability and frequency of posting.As I read over the list of blogs, I discovered some new ones worth reading along with a number of others I already follow...
How To Make Your CRM Strategy Proactive
[2010-01-21] Here are several excerpts from an excellent post by Ben Yoskovitz, How To Implement a Proactive Customer Support Strategy:
Utilizing Customer Data To Add Real Value
[2010-01-07] Here are several excerpts from an interesting article by David Loshin, President of Knowledge Integrity, Inc., Customer Analytics, Focus on What Truly Adds Value:
Features Are Not The Most Important Aspect Of Your CRM
[2009-12-09] Here are several excerpts from an article by David Tabor, CEO of SalesLogistix, Four Dirty Little Secrets of CRM Requirements Lists:
Zoho CRM Now Integrated With Google Docs
[2009-12-03] Online business application firm Zoho said today it has integrated Google Docs with Zoho CRM, Zoho Mail, Zoho Docs and Zoho projects.
Intuit Is Crafting A Niche Market With Its Small Business CRM Solutions
[2009-11-19] Unless you're a complete professional, the idea of CRM can be a grueling, boring and sometimes overwhelming experience. You'll see on this site, all kinds of articles that present all kinds of jargon that the layman knows absolutely nothing about. Which is why Intuit has me interested to see how it performs in the future.
Microsoft Dynamics CRM Online Made More Of A Bargain
[2009-11-12] Pricing is often the key to attracting customers, and in this economy, that's liable to be even more true than usual. So Microsoft may be onto something as it's tied fresh, free features to Microsoft Dynamics CRM Online, and also offered Oracle and Salesforce.com customers a special incentive to switch.
Do Not Give Up On Your CRM Leads Too Easily
[2009-10-29] Here are several excerpts from an excellent article by David Tabor, CRM Tips: Don't Let Leads Die Prematurely:
Dell And Salesforce Offering CRM To Small Businesses
[2009-10-15] Dell and Salesforce.com have partnered to offer small and medium businesses (SMBs) customer relationship management (CRM) applications via the cloud.
Keeping Your CRM System Secure From Human Error
[2009-10-01] 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:
|
|
