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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:
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A Shared Understanding And Collaborative Business Evolution
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.
Date: 2010-09-02
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:
Date: 2010-08-19
Have Social Media And CRM Evolved?
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.
Date: 2010-08-05
How To Identify A Social CRM Initiative
Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us...)
Date: 2010-07-08
How To Manage Your Social CRM Process
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.
Date: 2010-07-08
How Vendors And Strategists Differ In The Social CRM Space
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 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.
Date: 2010-06-24
Gaining Insight On Individual Customers And Their Influence
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.
Date: 2010-06-10
Using Your Twitter Account To Monitor Customer Service
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.
Date: 2010-05-27
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
Date: 2010-05-13
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:
Date: 2010-04-29
Microsoft Introduces CRM For Nonprofits
Microsoft has introduced its Dynamics CRM for nonprofits and nongovernmental organizations. The Microsoft Dynamics CRM offers customizations for donation and pledge management, basic membership management, basic volunteer tracking, campaign management, dashboard reports, and support for online payment solutions.
Date: 2010-04-12
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:
Date: 2010-04-01
Limited Time Only: Low Postage Meter Rental Price
The mailstation 2™ can help save
your business time and money. We'll give you a 60-day FREE trial (an
initial postage deposit of $30 is required). After the trial, rent the
meter for $15.99 a month for one year plus the cost of postage, refills
and supplies you use. If you are not completely satisfied, return the
equipment during the trial period with no further obligation.
Date: 2010-03-24
Pegasystems Acquires Chordiant For Stronger Decision-Centric CRM
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.
Date: 2010-03-18
Eloqua Helps Build Initial Business CRM Systems
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.
Date: 2010-03-04
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: Executives at Enpirion, an analog semiconductor company, wanted to know what they were getting before they bought a new CRM system for their rapidly growing business.
Date: 2010-02-18
Most Influential CRM Bloggers Of 2009
Forecasting Clouds ranked the top 20 CRM blogs based on their content, readability and frequency of posting.
Date: 2010-02-04
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: I've said before that great customer support has to be proactive. But what exactly does that mean?
Date: 2010-01-21
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: The perceived appeal of customer analytics is the potential to garner such specific information about your customer constituency that you can accurately predict...
Date: 2010-01-07
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