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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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SpringCM Upgrades Mobile Capabilities And Offers Enhanced Support For Salesforce.com
SpringCM provides a cloud based enterprise content management platform. It was founded in 2005 and I have covered it before (see SpringCM Goes Beyond Content Management). I recently spoke with Roger Bottum of SpringCM on their latest moves. SpringCM is set up to put content into the work process.
Date: 2011-12-19
CRM Is Different Than An Accounting System
Successful CRM Requires an Organization to Know Their Own Best
Practices. I often see organizations install a CRM system and expect it to have the same self-maintenance attributes as their other installed software, such as an accounting system. While an accounting system comes designed with industry and governmental established principles, a CRM does not come this way.
Date: 2011-11-10
Differences Between Social Media And Social CRM
Part 8 in a series introducing my new book, The End of Business as Usual…this is not content from the book, but instead, this series serves as its prequel.
Date: 2011-10-27
The Social Customer By Adam Metz
"A social object is something that people look at, discuss, and pass from person to person, putting their own stamp on it",writes Vice-President of Business Development at Metz Consulting, Adam Metz, in his practical and idea packed book The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers. The author describes the business case for social customer relationship management (CRM), and how to apply CRM to brands as social objects, through the most effective application of social media.
Date: 2011-10-07
Pardot Stays Focused On Small And Mid-Size Clients
I caught up last week with Pardot co-founder and Chief Operating Office Adam Blitzer. It had been over a year since I'd had a serious briefing from Pardot, although we do keep in touch and I have current information on them in my VEST report on industry vendors. Pardot is funny that way: with nearly 700 clients, they're arguably the third-largest B2B marketing automation vendor and have a broad industry presence, but their formal marketing is relatively quiet.
Date: 2011-09-15
How Do You Define Social CRM?
It started with a tweet: news from IT industry analysts Gartner as reported by TechCrunch that the social customer relationship management (CRM) market is forecast to reach over $1 billion in revenue by year-end 2012, up from approximately $625 million in 2010. TechCrunch added that worldwide social CRM is projected to total $820 million in 2011.
Date: 2011-08-31
Begin With The Customer Experience In Mind
When most businesses create a new product or service offering they initially develop the attributes of the product or service. Makes sense, you don't have anything to sell unless you create something people want to buy.
Date: 2011-08-11
How To Create The Ultimate Customer Experience
Everyone talks about creating a great customer experience, but few people really deliver one that's special in any way. Creating an exceptional customer experience is pretty simple really - you only need to do one thing - pay attention.
Date: 2011-07-28
Making Better Use Of Customer Intelligence
Forrester's Tamara Barber asked the question: Are You Prepared For The Intelligent Enterprise? She looked at the future of market research and saw a trend and need for increased collaboration between the market insight professionals who go out and proactively collect market research data and those who passively collect transactional and behavioral data.
Date: 2011-07-07
What Makes A Good Corporate Blog
When I talk with new, existing or potential clients about blogging or content marketing strategies, many of them are confused about how to run a good corporate blog. How do they write about things that customers and potential customers will find interesting or link worthy without being too salesy or too pushy.
Date: 2011-06-15
Understand More About Social CRM
Last Friday, I participated in Social CRM 2011, a one-day conference in London organized by Luke Brynley-Jones.
Date: 2011-05-19
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:
Date: 2011-05-04
Is Social CRM For Real?
Paul Greenberg, an expert on CRM, took time out to keynote the Radian6 user conference, Social 2011 (where I get my turn to speak this afternoon). After writing 800 pages on Social CRM, Greenberg's not yet sure if it's for real, which is similar to my far less informed perception. After hearing his comments, I think it's real, but not yet well defined.
Date: 2011-04-14
Verizon And SAP Partner On Cloud CRM
Verizon and SAP America have announced they will jointly offer the SAP Customer Relationship Management (SAP CRM) solution to enterprise workers via Verizon's cloud computing services.
Date: 2011-03-18
Salesforce Becomes More Social With Service Cloud 3
Salesforce.com has introduced its next version of its cloud computing service called Service Cloud 3. Service Cloud 3 will allows companies to communicate with customers on any social community, including Twitter, Facebook and other social networks via software from Radian6.
Date: 2011-03-03
Is Your Business Integrating Social Media Into Your CRM?
How does social media support your customer relationship management processes? That was one of the areas recently reviewed in research undertaken by Microsoft Ireland in a survey of 400 businesses.
Date: 2011-02-10
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:
Date: 2011-01-26
Developing Your Business Around The Wants And Needs Of Your Clients
How well do you know your prospective clients? For marketing to work, it needs to strike a chord with the recipient. It needs to ask a question or make a statement
that stops them in their tracks and grabs their attention.
Date: 2011-01-13
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