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Top Articles
How To Reframe Your Internal Conversations For Customer Support
[2009-06-18] 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
[2009-06-11] Here are several excerpts from an article by Yacov Wrocherinsky with 1to1 Media, No Buy-In, No Business Results:
Exploring The Problem Of Poor Customer Service In Large Web Companies
[2009-05-22] 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:
Ensuring Customer Satisfaction Is The Best Marketing
[2009-05-07] 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?
Salesforce Launches Mobile CRM
[2009-04-21] Business software maker Salesforce.com has introduced Mobile Lite, a new free mobile service that provides existing customers with instant access to Salesforce CRM.
Driving Decision-Making Trends In CRM
[2009-04-09] 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
[2009-03-26] 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:
Use EFM To Complete Your CRM
[2009-03-12] Here are several excerpts from an interesting article about Enterprise Feedback Management (EFM) by Brendan B. Read, EFM to Complete CRM If Done Right:
Social Computing Is A Significant CRM Market Trend
[2009-02-26] Here's a news article from earlier this week that appeared in Customer Strategy, Gartner's Four Steps to Social Computing Heaven:
2009 Could See CRM In The Clouds
[2009-02-04] 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:
Addressing Key Challenges For CRM/Marketing
[2009-01-22] Elana Anderson, now at Unica, wrote a nice piece titled Where CRM Goes Next for Baseline Magazine. In a short piece she highlights some of the key challenges for CRM/Marketing going foward:
Small Businesses Want Straightforward CRM
[2009-01-15] Here's an article by Greg McNevin, worthy of some commentary, SMBs Want Simple, Accessible CRM:
CRM 2.0 and Social Customer Strategies
[2008-12-11] 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:
Customer Service Still Ranks Higher Than Price
[2008-11-20] 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:
Expedite CRM Implementation With Informatica On Demand
[2008-11-06] Informatica Corporation (NASDAQ: INFA), today announced Informatica On Demand Data Synchronization Service for salesforce.com, the newest addition to its family of On Demand Data Integration Services. The new service automates the steps required to ensure that on-premise data is kept consistent and current with data in Salesforce CRM and the Force.com platform. Now, business users can easily synchronize all their Salesforce CRM information, including customer, product, opportunity and sales data.
Creating a More Personal Relationship With Your Customers
[2008-10-09] Here are several excerpts from an article by Neil Sikder, a vice president of Maia Strategy Group, Speak With Your Customers:
Oracle Has A Long Way to Go in Customer Relationships
[2008-09-25] As noted in my earlier post, spent the last two days up at Oracle OpenWorld, mainly focusing on how they were presenting their offerings that are being hung under the "Social CRM" banner.
7 Ways For Improving Customer Experiences
[2008-09-11] 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:
CRM Increases to Help During Current Economy
[2008-08-28] Here are several excerpts from an article by Michael Bush and Rupal Parekh, More Marketers Want to Get to Know You:
Resolving Customer Relationship Issues
[2008-08-07] To identify, track, and resolve issues affecting the customer relationship, including problems, risks, and any other form of difficulty that requires resolution.
My Thoughts on Microsoft CRM 4.0
[2008-07-24] I have really started getting into Microsoft's latest version of their Customer Relationship Management product, Dynamics CRM 4.0. As with any product I work with in IT I look at how can this product make business more efficient.
How to Manage Customer Relationships
[2008-07-10] To create a satisfied customer who provides positive feedback on performance, and rates the delivery team highly on integrity, honesty, consistency and accessibility.
Is a CRM System Worth the Cost?
[2008-06-26] Last year I visited the president - a very worried president - of a company whose lead sales rep left and took along $2M dollars worth of business. That is a hefty chunk of change for any business.
The Power Of Scripting Sales In CRM
[2008-04-24] CRM Daily had an interesting piece on the power of scripting sales. The article's main focus was on how to disqualify bad prospects quickly but it made me think about the power of Enterprise Decision Management or EDM to improve sales scripts.
Are You Turning Away Prospects?
[2008-04-03] Do you find it hard to engage with prospects or customers? If so, keep reading...
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