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Last month, the eminently readable and undeniably talented Ginger Conlon wrote a post about buzzwords on the 1to1 Media Blog (which is one of the first things I read each day, and you should too, because it quite nicely puts things in a customer-centric...
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Frank Eliason took the time to respond to last Wednesday’s post about Comcast’s somewhat dubious idea of having customers hook up digital converter boxes themselves, which was indeed nice of him. However, some parts of Frank’s response...
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Bu Chris Bucholtz Just today on the Focus Blog I wrote about a great study TOA Technologies did gauging the experiences of customers waiting for installers/delivery people in the cable, telecommunications and satellite industries. Sadly, the numbers are...
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By Guest Blogger Dr. Natalie Petouhoff, Forrester Research I’ve had a number of interesting debates on who should lead the customer social media interaction in the last few weeks. In part, this question comes up because a great deal of social media...
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Tomorrow, I’m moderating a webinar with a couple of great guests – Jill Konrath, author of Selling to Big Businesses , and Bill Golder, the executive vice president of business development at Miller-Heimann. The talk’s topic will be “How to End the Roller...
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We wrote about Echosign last year, and the company is not standing still. It might seem as if the idea of signing contracts on line was simple and left little room for new features, but CEO Jason Lemkin says that’s just not so. “We were strong in B2B...
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By Chris Bucholtz There’s been a push recently – especially in marketing automation – toward making systems easier to use. First came things like campaign management, so the ordinary marketer could use the system without the need for a trained “expert...
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News came today of the wind-down in operations of LucidEra, which offered an SaaS business intelligence product that we discussed with CEO Ken Rudin . The first indication I received of this was an email on Friday from Ken telling of a change in email...
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By Chris Bucholtz Everyone knows that social media is going to have a major impact on CRM (the concept and the technology), but as lot of people on the sales side struggle with exactly how that will manifest itself. There doesn’t seem to be any such struggle...
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By Chris Bucholtz I’ve written about this in the past , but it bears repeating: All the CRM technology, process refinement, customer intelligence and sales efficiency in the world is worthless unless your company is truly customer-focused, and never more...
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By Chris Bucholtz We’ve spent a lot of time talking about the sales/marketing misalignment that exists at most companies, and we keep hearing from readers that this seemingly never-ending issue saps efficiency from their companies in ways that endanger...
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By Chris Bucholtz When we talk about mobile CRM, the concept is generally understood to mean the projection of CRM into the field on the handheld device s of the people who use CRM data – initially, sales reps, but increasingly, other people, especially...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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By Chris Bucholtz SugarCRM rolled out its newest product today, and the ideas contained in it are reflective of the evolution that the company (and open source CRM) have gone through in the last 18 months. It’s a rapid evolution that’s seen a shift in...
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By Chris Bucholtz Back in the early days of aviation, when aircraft engines were less powerful and engineering types ran things, there was one airline that had a prominent scale right at the front of the checkout counter. Every passenger had to step up...
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