Posted in CRM, Open Source, cloud computing, web 2.0 on May 26th, 2009 1 Comment »
I’ve read plenty about companies looking to cut costs by trimming CRM budgets, but I think Gartner brings up some great points in one of their latest reports about how improving one’s CRM initiatives when you don’t have the money doesn’t have to be about the technology.
It’s funny that after so many years of preaching [...]
Posted in CRM on May 22nd, 2009 No Comments »
It still amazes me how the call center, which is perhaps the pinnacle interaction between a customer and a business, still undervalues the actual interaction. After speaking with a call center customer this morning, a Canadian outsourcer called Tacamor, it’s amazing just how much of the technology is designed to run the call center, not [...]
Posted in Apple, CRM, Microsoft, Open Source, e-commerce on May 22nd, 2009 No Comments »
I’m kind of thinking out loud (typing out loud?) here, but a blog post by Sav Rodrigues of at InfoWorld got me thinking.
Savio’s post is about the experience factor of the Linux desktop OS: people tend to pay the extra $50 for a Windows Netbook he argues because they simply know what to expect from [...]
Posted in CRM, Open Source, SaaS, Siebel/PeopleSoft/JD Edwards/Oracle, cloud computing, salesforce.com on May 21st, 2009 1 Comment »
I couldn’t resist commenting on Martin’s blog post below, in addition to the linked comments made by Josh Weinberger and Jill Dyche over on the destinationcrm.com blog. I’ve always been a big history buff, mostly because it provides perspective on what’s happening today and what we can expect in the immediate future, whether it be [...]
Posted in CRM, M&A, SaaS, Siebel/PeopleSoft/JD Edwards/Oracle, SugarCRM, cloud computing, salesforce.com on May 21st, 2009 1 Comment »
One of the first BIG issues I worked on while a journalist with CRM magazine had Tom Siebel as the cover story. This was back in October of 2002. Now, realize, this was NOT Siebel’s heydey – but quite the opposite. Still, it was a great interview in a lot of ways.
The CRM Magazine blog [...]
Posted in Apple, CRM, SugarCRM on May 20th, 2009 3 Comments »
I was in touch with a partner today about CRM implementations and the volume and kinds of data that companies new to CRM are forced to handle.
All too often, CRM becomes an exercise in managing customer information, as opposed to actual relationships. Businesses become to bogged down the numbers statistics instead of [...]
Posted in CRM, SugarCRM, cloud computing on May 20th, 2009 1 Comment »
Are you running your CRM system in tandem with a content management system (CMS)? Many have yet to see the simple need to integrate a CMS with their CRM initiative. But the basic benefits are clear:
-Place sales and marketing collateral into the hands of sales people with ease and allow them to change that data [...]
Posted in CRM, e-commerce on May 19th, 2009 1 Comment »
The idea of “following” an online shopper who leaves the site without buying anything could be construed by some as evasive. But as this New York Times article details, that’s exactly what might start to happen thanks to a new service called Abandonment Tracker Pro.
A Web store will be notified by Tracker Pro when a [...]
Posted in CRM, SaaS, Uncategorized, social media, twitter, web 2.0 on May 19th, 2009 1 Comment »
I was initially going to write a very quick mention that Starbucks is looking to better merge its online and offline viral marketing activities, which I think is a great idea. In this economy, a lot of people’s first discretionary cutback is a $4 latte. Starbucks has had an uphill battle to climb in a [...]
Posted in CRM, social media, twitter, web 2.0 on May 19th, 2009 1 Comment »
We have been talking a lot about how companies should be getting on the Twitter bandwagon to keep their ear to the brand sentiment grindstone as it were.
But Twitter, like many cloud-based tools having scalability problems due to super fast and unpredictable growth (maybe twitter could be using CRM to discover its growth trajectories a [...]
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