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Popular Articles
Forecasting Clouds' Top 20 CRM Blogs of 2009
The business ecosystem quilt, and how Demandbase fits in
The Top 10 Open Source CRM Applications
Speak to your customers: Add language support to your critical CRM and ERP checklists
Top 5 Reasons Why CRM Deployments Fail – and how to avoid them
A warm welcome to the new portal
How CRM can Sow the Seeds of a Better Business Ecosystem
Social CRM, and how it could show how important employees are
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Is your company's ERP system secure?
CRM Comparison Guide: A Peek Under the Hood of Nine Top Vendors’ Products
Service draws even with sales in CRM importance - finally
When using social media for your company, be clever, but don't misinform your customers
Shortcuts to Your CRM Shortlist
Little things that make a big customer experience impact
IT disaster recovery continues in New Orleans, five years after the devastation of Hurricane Katrina
Improving corporate social responsibility: A new role for ERP applications?
The Top 10 Open Source CRM Applications
Not all social media attention is good -- just ask Target and Best Buy
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CRM Experts in their Own Words: Stephen Bergman
Explore Article YouTube (Sep 3 2010)
The Hoovers Product Marketing Manager talks about the value of data for CRM, Social Efforts, Sales and beyond.
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Is your company's ERP system secure?
Explore Article (Sep 2 2010)
Enterprise Resource Planning (ERP) systems have gained huge new productivity features in the last few years, including mobile access for workers in the field and the ability to more easily share critical information with business partners and vendors. Those are great additions, but there is a catch. Now that more people have access to your critical ERP systems and customer and business data, have you made sure that your systems are secure from electronic intruders, hackers and others who want to steal your information or harm your business?
(Read Full Article)
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This Week in the Rear View Mirror
Explore Article play.goldmail.com (Sep 2 2010)
Our weekly recap showcases help for making CRM decisions, the increasing importance of service, and why you should never post fake things on social media (it's your reputation at stake, stupid!). (Read Full Article)
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Breaking the Social/Sharing – Life/Work Divide…
Explore Article CRM Outsiders (Sep 2 2010)
For many in the CRM industry, I think they see “social” as a sort of magic bullet, one that will create a scenario where seemingly overnight, their boring and ugly applications will turn into apps sales, marketing and support teams can’t live without – with widespread and total adoption rates. Not likely… (Read Full Article)
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CRM Comparison Guide: A Peek Under the Hood of Nine Top Vendors’ Products
Explore Article (Sep 2 2010)
Our Comparison Guide is designed to arm you with some of the basics about nine of the most important CRM vendors. The applications we compare have much greater complexity than we can go into here, so take this comparison guide as a first step in your decision making process.
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Comment on Article Mentions: Brent Leary RightNow Aplicor
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Service draws even with sales in CRM importance - finally
Explore Article (Sep 2 2010)
Bill Band just published a survey of 99 companies to try to establish some benchmarks to help scope CRM projects. He unearthed some interesting nuggets. The one that stood out to me is that customer service has pulled even with sales as the most frequently used component of CRM. Customer service came in at 67 percent, versus sales force automation at 66 percent. Three years ago, customer service would have trailed by a hefty margin, but now the economy is forcing businesses to look at service in a totally different light – and probably one that’s healthier for CRM as ... (Read Full Article)
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Guest Blogger Allen Bonde: Making the Move to Social Commerce
Explore Article Customer Strategy (Sep 2 2010)
Many businesses need to make the move to social commerce. And do it quickly to show that social media can earn its keep. Social channels don't exist in a vacuum, of course. And goodwill built up in social interactions can come crashing down if a customer experiences a frustrating call with customer support or an inattentive sales associate when they visit a retail store.
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Customer Experience: A train wreck more than a market.
Explore Article blogs.gartner.com (Sep 2 2010)
One path but many roads: just make sure each driver has the same map and destination. The Customer Experience categories, the “Social” categories, and the vendor landscape are going to be wracked with change, so you’d better keep your GPS available, and your own goals clear. That will clear most roadblocks. (Read Full Article)
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Mobile CRM not just for SFA anymore
Explore Article searchcrm.techtarget.com (Sep 1 2010)
Much as software as a service (SaaS) rose to prominence with CRM, the promise of mobile computing has centered around CRM as well, as companies sought to provide salespeople out on the road with the latest information on prospects and customers. And while mobile CRM may never have fully lived up to its initial hype, in some ways it delivered, with most CRM vendors offering some mobile capability with their sales force automation (SFA) applications, unleashing and enabling organizations’ "road warriors." (Read Full Article)
Comment on Article Mentions: SAP
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CRM and VRM meet
Explore Article Beagle Research Group, LLC (Sep 1 2010)
VRM, in my humble construction is in some ways a mirror image of CRM in that it tries to address what I call the at-large issues of the vendor-customer interface. But the two differ in many ways that are good and constructive. Where CRM focuses on issues around sales, marketing, service and support, VRM takes a more holistic view and tries to answer some of the more in-depth issues like the nature of the legal relationship between the parties and what contracts between them should and should not contain.
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For small businesses, social CRM all about relationships
Explore Article Direct Marketing News (Sep 1 2010)
In 2008, software company Providence, RI-based BatchBlue released its BatchBook social CRM platform, which aims to help small businesses -- half of its clients have 10 employees or less -- cultivate relationships with their customers through social media. Pamela O'Hara, co-founder and president of BatchBlue, recently discussed social CRM with DMNews.
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Salesforce.com bets on crowd-powered data... because data ages like fish
Explore Article Editor's Picks (Sep 1 2010)
In past research we've found that shoring up data quality is a common cause of delayed or under-performing CRM/SFA projects. It doesn't matter how customer-centric you are, how well processes are designed, or how users are trained... if the data underlying the CRM system is out of date, you're just automating garbage. (Read Full Article)
Comment on Article Mentions: Salesforce.com
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Getting started with social CRM
Explore Article Direct Marketing News (Sep 1 2010)
Social CRM is causing quite a stir in the marketing world. Marketers are anxiously looking for help with combining e-mail and social activity with existing customer data and profiles to create a single view of the customer.
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Six Benchmarks To Help Scope Your CRM Project
Explore Article Editor's Picks (Sep 1 2010)
Every year, I get hundreds of inquiries about CRM business process project strategy and technology selection: “How many solutions should we look at? What criteria should we use to evaluate the vendors? How much do the solutions cost? Who should lead the implementation project? How long will it take to deploy the solution? How likely are we to achieve the business results we are targeting? What pitfalls do we have to watch out for?” I just published a report based on a survey of 99 companies that provides answers to many of these questions. Here are some of the highlights: (Read Full Article)
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Agencies stay watchful amid social-media fervor
Explore Article fiercegovernmentit.com (Sep 1 2010)
Hyper-vigilance on the inside and the outside seems to continue as the watchword for government attitudes toward social media. For example, should you happen to say anything about the Food and Drug Administration in a social media context, the agency wants to know about it. (Read Full Article)
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All Hail the Late Adapters
Explore Article CRM Outsiders (Sep 1 2010)
Which is the greater challenge, and why: “adopting to the technology or adapting to the technology?” It is possible that this is an unfair question. The second use of the word "technology" could be "customer," "culture," "communication." My sense is that people like to focus on one, or the other, while they should be looking at both. (Read Full Article)
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When using social media for your company, be clever, but don't misinform your customers
Explore Article (Aug 31 2010)
As your business continues to experiment with Twitter to take advantage of the immediacy that surrounds the innovative social media tool, it's never a bad idea to also remember how that immediacy can be your worst enemy. How so? Well, let's take a look at the case of a Washington Post sports reporter who was suspended from his job for a month on Tuesday for allegedly trying out a little experiment to see how quickly a false news scoop could be circulated on the Internet via Twitter.
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Cloud disruption gains momentum driven by lower costs and greater simplicity
Explore Article Editor's Picks (Aug 31 2010)
The Cloud is the biggest disruptive force to hit the IT industry for the last 20 years; and by the way that's why it's not "the same" as using AMS as an online service bureau 20 years ago although for some bizarre reason people feel compelled to say that the Cloud is "nothing new". There are a whole lot of astounding things about the technology which is making Cloud such a force, but the reasons people are buying, and will do so in increasing numbers, can be boiled down to two basics. (Read Full Article)
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Social Servicing – A First Step to Social CRM
Explore Article Editor's Picks (Aug 31 2010)
Although I’m certainly not an expert in SCRM, I’ve been working over the past few months with several companies that I would say are building the foundation for what their companies’ SCRM may look like in the future. These Fortune 500 brands are not fully focused just yet on SCRM, or even totally understand the implications of social media on their traditional CRM systems. However, what they are doing is what I classify as “Social Servicing” – an important first step in understanding and addressing the needs of customers online and figuring out how to measure those efforts. (Read Full Article)
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Shortcuts to Your CRM Shortlist
Explore Article (Aug 31 2010)
In order to select the CRM software that’s best for your organization, companies have to enter into a process that is far different from the typical IT purchase procedure. CRM affects all aspects of the business, and thus a thorough understanding of sales, marketing and service processes is needed in order to narrow the field down to a final set of vendors. Organizations must understand not only the products and vendors available to them but the way their own business works.
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Comment on Article Mentions: Graham Hill
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Little things that make a big customer experience impact
Explore Article (Aug 31 2010)
Mitch Leiberman of Comity Technology Partners likes to talk about CRM as the art of scaling up the personalized experience you get at a mom-and-pop store, and I think many large businesses hear that and their minds go blank. Hyatt, instead, figured out a very simple way to add that personal touch and in the process reinforce its brand and build loyalty among customers. (Read Full Article)
Comment on Article Mentions: Aplicor
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Social CRM as the excuse to avoid the hard stuff.
Explore Article blogs.gartner.com (Aug 31 2010)
Right now the customer service rep is suffering from a lack of good tools in hand to sound and act more informed and more empowered. Trust me: they don’t enjoy knowing less than the customer. Their esteem drops when the customer has broader access to information than do they. They are frustrated that the right information is not at their fingertips, or that they do not have the authority to take/make a decision. (Read Full Article)
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What Does a Social CRM Process Look Like?
Explore Article cmswire.com (Aug 31 2010)
One of the things we haven’t really been able to see is what a SCRM process or flow of information could look like. I’m not going to argue the definition of Social CRM but I’d like to get into more detail in terms of what I think the process actually needs to look like. A little while ago Chess Media Group, in collaboration with Mitch Lieberman, developed the following image which I believe is a great starting point for visualizing Social CRM within an organization — a sort of Social CRM “map” if you will.
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How CEOs Will Use Social Media in the Future
Explore Article mashable.com (Aug 30 2010)
Today’s CEO is not social. So says Forrester Research’s CEO George Colony. Very few of the CEOs at top companies in the U.S. and the rest of the world have any material presence on the popular social media sites. Colony believes they should be social though, and all signs are pointing to a future filed with CEOs who can speak the language of the people — social media.
(Read Full Article)
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davidmorisseau » The Top 10 Open Source CRM Applications
Open source is good, but often brings a lot of problems. When comparing to a ...
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OpenERP though primarily an ERP its modularity allows a customer to take out a specific ...
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