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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 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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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 Outsourcing is old hat in the call center space , but don’t be surprised to see it catching on elsewhere in CRM. After all, isn’t SaaS a form of outsourcing in its way, since all the backup, update and infrastructure issues are “outsourced...
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By Chris Bucholtz My significant other has truly grasped the essential concepts of CRM in a down economy. I wish I could say it was because she listens so intently to me as I expound on my vast CRM knowledge. The reality is that she’s simply blessed with...
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By Chris Bucholtz Interactive Voice Response (IVR) is one of those things that seems great to people managing call center or service organizations but, all too often, seem terrible to callers. There have been many times when an IVR system has led me in...
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By Chris Bucholtz A couple of weeks ago, we talked to Microsoft about its 99.9 percent uptime guarantee for Microsoft CRM Dynamics Online. While such a guarantee is a pleasant reassurance for small customers, it’s a major point for enterprise customers...
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By Chris Bucholtz Microsoft took advantage of its Convergence New Orleans event to announce the second major upgrade of its Dynamics CRM Online product. Bill Patterson, Microsoft’s group product manager for CRM Dynamics, took time from all the revelry...
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It’s always nice to get some additional voices into the discussion. That’s why I was pleased to hear that Gary Walker, the Senior Vice President, Global Sales & Strategic Alliances for RWD Technologies, had a take on one of the silver...
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By Chris Bucholtz We’ve written an awful lot about the relationship of business intelligence to CRM – the two really enable each other to work better if the circumstances within an organization are right. Because of that, we invited two of the bigwigs...
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