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By Chris Bucholtz I’ve written at length about CRM failure as an effect of misplaced expectations – the technology does what it was designed to do, but the humans who use it sometimes fail to grasp its true purpose and its limitations. I was apparently...
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By Chris Bucholtz It’s not enough for CRM companies to introduce new features to their solutions – they have to introduce new features that people will actually use. RightNow put out its August 08 Release today, and I think it has a couple of items that...
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By Chris Bucholtz The idea of free CRM has been around for a while ( DataForce CRM , OctopusCity and Free CRM for example). The object is to use CRM as a loss leader and to sell services, add-ons and other things to make the CRM solution more useful....
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By Chris Bucholtz The fine folks at Xactly rolled out a neat program this week at the DestinationCRM show in New York. As you may know, Xactly planted its initial stake in the ground with its compensation management tools, then started building from there...
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By Chris Bucholtz A while back (I can’t pinpoint the date, but it was a while ago) I said that any CRM provider that did not include a truly effective mobile component would eventually become a casualty of consolidation. (Smarter people than me said it...
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One of the new trends in building relationships with customers is the idea of giving something away – not like a slice of summer sausage from the Hickory Farms mall store (by the way: yech!), but some nugget of useful information. This can be really effective...
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I had an interesting conversation with Greg Sherry, the director of marketing for Witness Actionable Solutions at Verint Systems, Inc. about the rapidly-evolving nature of the call center, especially as it evolves from a fixed environment on a corporate...
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By Chris Bucholtz I was reading the business news today and I ran across a word that sets me on edge, especially when it’s not used correctly: mindshare. Essentially, the way this word is used in most cases today runs contrary to the very essence of CRM...
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By Chris Bucholtz We do our own fair share of webinars , but it never hurts to hear more of ‘em. Toward that end, I’m happy to recommend a series called “New World CRM – Enterprise 2.0 and the Era of the Social Customer.” This trio of webinars, which...
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By Chris Bucholtz We talk a lot about “CRM failure,” which I’ve written is not usually an IT failure or a problem with technology of any sort, but with expectations – the system is brought in with the expectation that it will do something it can’t do...
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By Chris Bucholtz I’m always looking for good examples of CRM people can understand. The concept is encased in a layer of jargon that works against it with neophytes, and since CRM is usually accompanied by a technology component, the very sound of the...
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By Chris Bucholtz Almost a decade ago, as I recall, the esteemable Vance McCarthy, a past editor of mine at another publication, called me into his office and ordered up a speech-club-style debate over open source software. Because he still had lots of...
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By Chris Bucholtz I really like numbers – especially when they quantify concepts around CRM that otherwise might seem unsubstantiated. For example, most of us know that the cause of the perception of CRM failure is most often a failure to set realistic...
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By Chris Bucholtz A lot of you (and I mean A LOT) have already become part of the Inside CRM Expert Group on LinkedIn, and you probably received an email that asked this question: Google has been actively partnering with Salesforce.com recently. Knowing...
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Brent Leary has done stuff with us in the past – most notably this webinar – and he’ll be doing stuff with us in the future (stay tuned for details, listeners!). But his advocacy and examination of CRM and social media – and how one is becoming indispensable...
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By Chris Bucholtz Two fairly unimportant facts about Marketo’s CEO, Phil Fernandez: one, in phone interviews, he sounds ever-so-vaguely like actor John C. Reilly, and two, he is fairly unafraid of using his sense of humor to get across his ideas, something...
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By Chris Bucholtz Microsoft’s Dynamics CRM Online has been given generally positive reviews, and you’d think that, with the mighty wind of the Microsoft empire behind it, it would be sailing full speed ahead. That “mighty wind” terminology is not a reference...
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By Chris Bucholtz I had a nice conversation today with Landon Ray, CEO of OfficeAutopilot . This is a company trying to elbow into a leading spot in the increasingly crowded marketing automation space, but they’re targeting small businesses (up to 200...
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By Chris Bucholtz We have all had experiences with customer service people that were bad. A lot of times, it’s because management has given them poor processes, denied them the power to fix things when they went wrong, or hired people who were incapable...
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By Chris Bucholtz We’ve quietly been posting a bunch of what we like to call “Essential Guides” on Inside CRM – the Essential Guide to Hosted Vs. On Premise , the Essential Guide to a Successful CRM Roll-out and the Essential Guide to Beating Stress in...
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By Chris Bucholtz I’ve never been one for conspiracy theories. The simplest reason for something is generally the most likely one. I’m not an obsessive conspiracy debunker like my friend John Heck, who takes great delight in going on-line and puncturing...
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By Chris Bucholtz Last week, with our friends at NetSuite, we did a webinar about tying CRM, ERP, finance and other systems together (you can hear the archived version of that webinar here ). We always conduct a poll with our webinar; often the results...
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By Chris Bucholtz I think it’s safe to say that the period of time that makes or breaks CRM implementations in most cases is the time immediately after a company decides to bring in a system, during the requirement-gathering stage. This is when the company...
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By Chris Bucholtz I just returned from a 15 day trip to Egypt and Turkey. I jokingly referred to it as a CRM fact-finding mission, which my wife found grating, but I did find some vendors in Egypt who were putting CRM ideas to work – especially the idea...
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By Chris Bucholtz After Friday’s less-than-wonderful economic news about oil prices , unemployment and the stock market , our webinar on June 12, 5 New Ways CRM Benefits Your Sales Team ought to be command your attention even more than it might...
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