Featured Articles

1. Is Open Source CRM Ready for Prime Time?

   Explore Article (11 hours, 32 min ago)

   Open source is making waves in enterprise IT; even so it’s a flood short of a tsunami when it comes to CRM. The bulwark preventing its rise is built of open source’s own limitations and enterprises’ inflated expectations. The expectation of free equaling something-for-nothing provides the first letdown. The second comes from the deflated promise of scalability and high-availability. (Read Full Article)
   

   Comment on Article Mentions:   Salesforce

2. Heard and Overheard: Thoughts on Customer Strategy

   Explore Article Customer Strategy (Sep 8 2010) CRM

   Sure, there's plenty of chatter online these days, but there's also some great information being shared face to face and at events. Here are a handful of thoughts on customer strategy gathered from the road. (Read Full Article)
   

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3. Guest Blogger John Golden: Sales Professionals Must Embrace Social CRM-- or Risk Extinction

   Explore Article Customer Strategy (Sep 8 2010)

   An SCRM strategy will only succeed if there is an organizational commitment to aligning the proven strength of real consultative selling skills with the new ways in which customers choose to receive and source information. It's an acknowledgment that with any evolutionary business cycle there is a need to identify that which has had an enduring impact and will continue to do so (such as consultative selling skills), that which will have an enduring impact going forward, and that which seems to be following the trajectory of a shooting star. (Read Full Article)
   

   Comment on Article Mentions:   Google

4. Marketing automation benefits can extend beyond automation and tracking

   Explore Article searchcrm.techtarget.com (Sep 7 2010) CRM , SaaS

   If marketing automation solutions help marketing teams design, deliver and track campaigns and customer behavior, what other benefits will automation software bring? Understanding the areas in which an enterprise can expect to find compelling gains is one of the first steps on the road to building a business case and successful launch plan. (Read Full Article)
   

   Comment on Article Mentions:   Gartner

5. Navigating the marketing automation software market must still focus on the customer

   Explore Article searchcrm.techtarget.com (Sep 7 2010) CRM

   .The marketing automation software market can be overwhelming, encompassing components of traditional CRM suites or being segmented into smaller, distinct components of marketing technology and confusing buyers with buzzwords like “customer intelligence” and “customer centricity.” (Read Full Article)
   

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6. Of Gurus, Pundits, Mantras and Social CRM

   Explore Article Editor's Picks (Sep 7 2010) CRM

   Go not to the person who merely uses the right sound bites, go to the person who explains you the meaning behind them, paints the complete picture, who can take from the "here" to the "there." (Read Full Article)
   

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7. Successful Headhunters Sell Talent, Intangibles and CRM

   Explore Article Editor's Picks (Sep 7 2010) CRM

   As with any industry, simply implementing a CRM system — or decreeing that salespeople must use it — is not enough. Rather, staffing firms must ensure that the CRM system meets the needs of its salespeople, and then entice them to use it. To do that, they will have to master a variety of CRM-related challenges, including throughput support, data management, relationship management and having the latest information on potential recruits. (Read Full Article)
   

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8. Social CRM: One more thing hijacked by Marketing?

   Explore Article blogs.gartner.com (Sep 7 2010)

   I think it is time to talk about where this “Social CRM” phenomenon is heading. A lot of the projects are exciting but disconnected from the bigger customer picture. The realized scope of the possibilities is not as broad as it might be. We are seeing facebook posts go unanswered by customer service. Sure, two interns in the marketing department are getting back to the customer, and maybe even flashing lights are going off when the ’social listening’ triggers are sprung. Yes, there is a firedrill. And then? (Read Full Article)
   

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9. Social CRM Needs Guidance Not Gurus

   Explore Article cmswire.com (Sep 7 2010) CRM

   The world of Social CRM is starting to get more and more involved with trying to change how an entire organization functions and operates. However, from the client standpoint they want something they can get started with today and evolve over time. Are we making things too complicated for clients by telling them they need to change everything about how to do business? (Read Full Article)
   

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10. An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)

    Explore Article Editor's Picks (Sep 7 2010) CRM

    For customer engagement and social media I feel like we all started off with a general, creative, “heuristic” approach to solving business problems but, as we start to integrate deeper within an organization we notice that the “algorithmic” or process-centric approach is becoming more and more important to understand. (Read Full Article)
    

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11. How to Implement Social Media CRM

    Explore Article Editor's Picks (Sep 6 2010) CRM

    Today, social media holds more significance than it ever has for both consumers and businesses. With such immediate outlets for their thoughts, consumers can share what they think and feel about a company, product, or service. Knowing these first-hand experiences can be an invaluable tool for business growth. (Read Full Article)
    

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12. The Social Media CEO

    Explore Article Social Media PR Press Release Builder (Sep 4 2010) CRM

    Today, the fastest growing company in the world is a small social buying site called Groupon, which is now valued at more than $1 billion. Groupon joins the social networks, Facebook and Twitter, and the online gaming company Zynga, in the small, select fraternity of web 2.0 startups that have crossed the $1 billion threshold. What has caused this change? Is it merely the power of new ideas? Perhaps. More likely, when future business historians look back at this period, they will realize that a totally new force has come into play: The Social Media CEO. (Read Full Article)
    

    Comment on Article Mentions:   Microsoft

13. CRM Experts in their Own Words: Stephen Bergman

    Explore Article YouTube (Sep 3 2010) CRM Blog

    The Hoovers Product Marketing Manager talks about the value of data for CRM, Social Efforts, Sales and beyond. (Read Full Article)
    

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14. Five Reasons Why Salesforce.com’s Chatter Will Fail

    Explore Article CRM Outsiders (Sep 3 2010)

    I think Chatter has been over-hyped in a dangerous way, one that will lead to failure for Chatter as a product line for Salesforce.com. And since I’m feeling particularly snarky, I thought I’d jot down a “top 5″ list of reasons why I think Chatter will prove yet another one of Salesforce.com’s interesting, but ultimately unprofitable ventures. (Read Full Article)
    

    Comment on Article Mentions:   Salesforce   Martin Schneider   Salesforce.com

15. Vrm, Crm and social media

    Explore Article Beagle Research Group, LLC (Sep 3 2010) CRM

    Vendors have been doing a not-so-wonderful job of really listening to customers. In a capitalist system I am not sure that a vendor can listen and generate continuous growth. The current crush of interest in all things social is a telltale sign given that most of what we value in social media is its ability to deliver outbound messages rather than gathering customer input. (Read Full Article)
    

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16. One on One: Jon Ferrara of Nimble

    Explore Article Small Business Trends (Sep 3 2010) CRM

    Jon Ferrara is a serial entrepreneur and a pioneer in the customer relationship management (CRM) industry. He co-founded Goldmine, one of the first contact management apps; his newest company, Nimble, is a social CRM service for small businesses. (Read Full Article)
    

    Comment on Article Mentions:   Brent Leary

17. Guest Blogger Naras Eechambadi: Making Customer Engagement Happen in Today's Multichannel World

    Explore Article Customer Strategy (Sep 3 2010)

    This summer, our family vacationed in Italy and Austria. Travel, as am sure you will agree, is a very high-involvement experience -- exhilarating when things go well and pretty awful when things go wrong, particularly when you are traveling with family. In preparing for the trip, we relied on traditional guidebooks, as well as customer feedback from a variety of travel sites. In doing so, it struck me that the guidebook companies have diversified and leveraged multiple media types to truly engage with their customers in order to inform and enhance their travel experience. (Read Full Article)
    

    Comment on Article Mentions:   Microsoft

18. Breaking the Social/Sharing – Life/Work Divide…

    Explore Article CRM Outsiders (Sep 2 2010) CRM

    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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19. 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. (Read Full Article)
    

    Comment on Article Mentions:   Brent Leary   RightNow   Aplicor

20. Guest Blogger Allen Bonde: Making the Move to Social Commerce

    Explore Article Customer Strategy (Sep 2 2010) CRM

    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. (Read Full Article)
    

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21. Customer Experience: A train wreck more than a market.

    Explore Article blogs.gartner.com (Sep 2 2010) CRM

    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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22. Mobile CRM not just for SFA anymore

    Explore Article searchcrm.techtarget.com (Sep 1 2010) SaaS

    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

23. CRM and VRM meet

    Explore Article Beagle Research Group, LLC (Sep 1 2010) CRM

    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. (Read Full Article)
    

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24. For small businesses, social CRM all about relationships

    Explore Article Direct Marketing News (Sep 1 2010) CRM

    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. (Read Full Article)
    

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