Articles from Editor's Picks

1. 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 if the data underlying the CRM system is out of date, you're just automating garbage.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)
   

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2. Six Benchmarks To Help Scope Your CRM Project

   Explore Article Editor's Picks (Sep 1 2010) CRM

   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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3. 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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4. Social Servicing – A First Step to Social CRM

   Explore Article Editor's Picks (Aug 31 2010) CRM

   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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5. A Long Tail Look at CRM as a Platform

   Explore Article Editor's Picks (Aug 28 2010)

   Imagine a CRM platform. Not an application. Certainly not a solution. A CRM framework built from the ground up to allow customers and consultants to add to the core elements via plugins. The plugins would be written through an extensive, and open, API to achieve specific functional needs. (Read Full Article)
   

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6. 6 Pieces of Research Every Customer Service Pro Should Know

   Explore Article Editor's Picks (Aug 27 2010) CRM

   Looking to make your point in a presentation about customer service? Trying to sell the case to the boss about why he or she should really care about the customer experience? Considering a foray into social customer service? How about some facts and figures about Social CRM? Stats make a good argument, and help give you instant credibility. On top of that, they are interesting and fun to read. Here are a few that you may find valuable whether you are making the case to the executive team or simply writing a blog post. (Read Full Article)
   

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7. The Weapon

   Explore Article Editor's Picks (Aug 26 2010)

   There is a massive amount of information bouncing around online," Richard Hanks emphasized during a recent conversation we had. Hanks, president of Mindshare Technologies, was referring specifically to the many comments, complaints, and opinions voiced through such social channels as blogs, online communities and social networks. The challenge, he said, is to separate valuable feedback from all the noise. (Read Full Article)
   

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8. An Open Letter to CRM and Social Media People

   Explore Article Editor's Picks (Aug 26 2010) CRM

   Over the past few months (and perhaps more so over the past few weeks) I’ve noticed a growing tension between the Customer Relationship Management (CRM) and the social media folks. In some instances this has led to direct name calling in public mediums - which is rather unfortunate. The advent or evolution of CRM into Social CRM is merging disciplines together; chiefly CRM and social media, this is causing a bit of a clash between the two camps. (Read Full Article)
   

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9. Does SFA improve sales performance?

   Explore Article Editor's Picks (Aug 26 2010)

   Most SFA solutions do pretty much the same thing. They manage contacts, accounts and pipelines. And give nice looking reports to sales managers. But automating these basic processes is not a source of competitive advantage. However, the lack of these tools may be a disadvantage. Said another way, you need SFA to keep up with everyone else using SFA, but you can't get ahead. So where is the real leverage in improving sales performance? Here's what I learned in my research study a couple of years ago. (Read Full Article)
   

   Comment on Article Mentions:   RightNow   Salesforce.com   Microsoft

10. 7 Sales Strategies To Transform CRM Management

    Explore Article Editor's Picks (Aug 26 2010)

    For the best sales managers, in the best sales organizations, a strategic key to success is transforming the sales pipeline into a sales production line. This may mean implementing some changes of mind, attitude and process, but in the end it will be well worth it. Here are steps you can take right now that will morph the ho-hum activities of CRM maintenance into a fun, exciting and effective sales production process. (Read Full Article)
    

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11. Putting the Customer back into CRM

    Explore Article Editor's Picks (Aug 25 2010) CRM

    Nowadays, businesses are looking to adopt a CRM system as a tool for achieving their success. However, the motive driving their adoption has shifted gears from being focused on the benefits for the customer to now being based upon the benefits that translate into monetary value. (Read Full Article)
    

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12. If a Provider doesn't have a CRM solution, I am not your Customer

    Explore Article Editor's Picks (Aug 25 2010) CRM

    It's 2010. You must have a CRM solution that ties into your billing system and your people must be trained to share information that helps customers. It's a requirement to be a loyal customer as far as I am concerned. (Read Full Article)
    

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13. Top 8 Considerations For Evaluating and Deploying CRM

    Explore Article Editor's Picks (Aug 25 2010) CRM

    Recently, I find myself taking a step back, and taking a closer look at the fundamentals a bit. It is too easy to gloss over the basics. It is well worth your time to make sure that the core platform is in place, your data is secure and your business processes are sound. Then, if you still have the energy, feel free to jump into Social… (Read Full Article)
    

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14. Why should your customers refer you?

    Explore Article Editor's Picks (Aug 25 2010) CRM

    Businesses are built on referrals. Referrals come from happy customers. Happy customers are created when you exceed their expectations. Once you create happy customers, they become the greatest resource for building your business. So, it is vitally important you track your interactions with them and treat them like individuals. CRM software can help you do that. (Read Full Article)
    

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15. High Noon for Salesforce and Dynamics CRM

    Explore Article Editor's Picks (Aug 25 2010) Cloud Computing , CRM

    Will Dynamics CRM 2011 Challenge salesforce.com? Are you kidding me? Dynamics CRM 2011 will definitely absolutely challenge Salesforce. In fact it already is and has been for some time. Over the next couple years, the CRM market will be a two-horse race. (Read Full Article)
    

    Comment on Article Mentions:   Salesforce   Gartner   Microsoft

16. Do You Follow?

    Explore Article Editor's Picks (Aug 24 2010)

    Twitter, for good or ill, has become our lifeline to what’s happening in the world beyond our immediate perception. It’s instant insight into Now, faster than the news and cheaper than a long-distance phone call. Businesses (at least the smart ones that know good advice when I offer it to them) use it as a free listening post for trends, brand crises, and potential new customers. Twitter is officially a Big Deal™. We can live without Twitter quite easily. But to have it suddenly cut off or limited it like losing one of the five senses. (Read Full Article)
    

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17. CRM Core Beliefs - Relations among People vs. just a Technology

    Explore Article Editor's Picks (Aug 24 2010) CRM

    Having a mindset that CRM is Technology is certainly a limited approach. It causes a retraced and restriction that limits long term relationship building success. Over 20 years ago I heard a wise CRM guru state that CRM is 60% about the people, 30% about the processes and only 10% about the technology. (Read Full Article)
    

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18. Leaps Over Bureaucracy in a Single Bound: SaaS as a Quick-Fix CRM “Band-Aid”

    Explore Article Editor's Picks (Aug 23 2010) CRM , SaaS

    Many people worry that CRM planning means a long time frame and a lot of hard work, but the opposite is true. Successful CRM projects, especially when used for interim purposes, can’t be “big bangs” that immediately launch every possible feature or capability. You’ve got to prioritize. (Read Full Article)
    

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19. The Buyer's Journey Revisited ... Part One

    Explore Article Editor's Picks (Aug 22 2010)

    I've concluded that most high-value b2b sales reflect a remarkably consistent evolution in the prospect's mindset - from being satisfied with the status quo, to recognising the need for change, evaluating options, and finally implementing the chosen solution. The process is rarely simple. The prospect can choose to abandon the journey, put the project on hold, or revisit a previous phase, at any stage in the process. But it's unusual for complex, high-value purchases not to pass through a series of key consideration phases - or to have to navigate a series of decision gates. (Read Full Article)
    

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20. Business Problems that Social CRM Helps Organizations Solve

    Explore Article Editor's Picks (Aug 22 2010) CRM

    Social CRM isn’t about social media and there is no magic voodoo here, it’s simply a different approach to solving a business problem that has and will always exist within most organizations around the world. In fact, I think it would be great for everyone to contribute some ideas to this. (Read Full Article)
    

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21. My Painful Journey from CRM to Social CRM

    Explore Article Editor's Picks (Aug 21 2010) CRM

    Social CRM is not as scary as you may think. Don’t listen to the social media and PR people. They don’t understand CRM – they simply tag CRM onto the end of well known quantity, because CRM is a well established term and market. It’s going to be up to you to educate them, not the other way around, at least in terms of CRM. And I feel it’s important to educate them because they will ultimately be a big part of our team going forward. We will have to get a better understand of social media as well. (Read Full Article)
    

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22. Social Media vs Social Customer Relationship

    Explore Article Editor's Picks (Aug 20 2010) CRM

    when you look at Social Customer Relationship Management, companies need to consider the mass of the customer for the type of relationship and companies need to consider the reach & speed of the customer for the type of Key Activities needed to achieve the customer relationships. (Read Full Article)
    

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23. Verizon Breaks Phones

    Explore Article Editor's Picks (Aug 20 2010)

    If United broke planes, that would be really big news. So, it should be big news that Verizon breaks phones. I’ve been impatiently waiting for my Froyo update (Android 2.2). According to all reports, they were supposed to be done with the Droid 1 round on August 18th. The 18th came and went. No Froyo. Then last night (a day late – weeks of waiting), I was a excited when my phone notified me it was ready to receive an update. (Read Full Article)
    

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24. Top Twelve Evaluation Criteria For CRM Professional Services Selection

    Explore Article Editor's Picks (Aug 19 2010) CRM

    There are huge risks to working productively with CRM consulting or systems integration providers. In my study, I found that four out of 10 would not recommend their CRM PSP to others after the work was completed. I recommend that you use twelve evaluation criteria to increase your odds of success. How well does your CRM PSP stack up against these standards? (Read Full Article)
    

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