InsideCRM

May 2009 - Posts

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  SugarCRM’s customers’ needs served with 5.5. beta By Chris Bucholtz We had a concept internally we liked to call the “CRM-isphere.” The idea here is that your business is like a cell; what you emphasize determines what system forms the nucleus around which the rest of your enterprise is oriented. For... Read More... Published: Thursday, May 28, 2009, 01:45 PM Tags: CRM Info

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  Word-of-Mouth 2.0, Treehouse Interactive-style By Chris Bucholtz All the talk about social media and CRM the last few years is finally starting to really take root, turning up in vendors’ products with relentless regularity (as the news from RightNow last week indicates). It was pretty obvious that... Read More... Published: Wednesday, May 27, 2009, 01:04 PM Tags: Treehouse Interactive, CRM Comments, CRM 2.0, Marketing View

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  Right lead generation at the right time: DemandBase By Chris Bucholtz The most encouraging aspect of the current economic conditions (if there are any encouraging aspects) is that it’s forcing companies to seriously consider new sales tools that look at aspects of the selling process in different ways... Read More... Published: Tuesday, May 26, 2009, 03:40 PM Tags: lead generation, CRM Comments, Demandbase

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  Guest Blogger: InsideView CEO Umberto Miletti InsideView’s a neat company, and I encourage you to read up on them if you haven’t already learned about what they’re up to. When business visionaries in the 1990s talked about how information would be the asset of the future, they were... Read More... Published: Friday, May 22, 2009, 12:12 PM Tags: CRM Info

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  RightNow’s inside-outside May ‘09 edition By Chris Bucholtz Next week, RightNow’ s going to release its May ’09 edition, and it’ll add a couple of things that I think will become pre-requisites for CRM in the very near future. Those two things are social media monitoring and analytics. Usually... Read More... Published: Thursday, May 21, 2009, 05:49 PM Tags: CRM Info

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  Step 1 to real CRM 2.0: Listening We often hear from users that the potential benefits of Social CRM or CRM 2.0 are not difficult to understand, but is difficult to envision how it would be employed and deployed in their organizations. There are a number of reasons for this: organizations... Read More... Published: Wednesday, May 20, 2009, 05:36 PM Tags: CRM Comments, Social CRM, CRM 2.0, Blake Cahill, Visible Software

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  Speech Analytics for the Little Guy By Chris Bucholtz Upon calling for service, we’ve all heard that “calls may be recorded for quality improvement or training purposes,” or some similar message letting us know that our discussion would be captured and used somehow. But simple logic dictates... Read More... Published: Tuesday, May 19, 2009, 02:27 PM Tags: CRM Info

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  Salesforce Sees Significance of Service By Chris Bucholtz Not long ago on the Inside CRM Blog we spoke about service’s emerging importance as a pillar of CRM (along with sales and marketing). This week’s announcement of Salesforce.com’s Summer ’09 release backs that up; it was already clear... Read More... Published: Thursday, May 14, 2009, 10:58 AM Tags: CRM Info

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  Small vs. Big, and Customer Retention vs. Acquisition By Chris Bucholtz I’ve opined in the past that it’s hard for big businesses to scale up that small-business feel for customers, which I think is one of small businesses’ secret weapons. Similarly, it’s hard for small businesses to scale up the relationships... Read More... Published: Thursday, May 07, 2009, 11:59 AM Tags: CRM Info

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  Field service - a forgotten CRM impact point By Chris Bucholtz For a long time, CRM was defined in part as a technology and a det of processed that included two critical areas: sales and marketing. That’s been the classic definition, and it reveals a lot about why CRM has had a hard time living... Read More... Published: Wednesday, May 06, 2009, 12:58 PM Tags: CRM Info

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  Zuora aiming to disrupt billing as usual By Chris Bucholtz Tien Tzuo of Zuora was in our offices the other day to talk about where the company stands after a year of operation. We’ve talked with Tien in the past (see here and here ), and it’s interesting to see how the company’s vision of billing... Read More... Published: Friday, May 01, 2009, 02:21 PM Tags: CRM Info