Posted in CRM, SugarCRM on Aug 19th, 2009 No Comments »
The promise of CRM for the sales departments of the world has been widely chronicled…greater visibility, centralized views into customer/prospect data, etc. Customer support is the same scenario – single views into account and case history increase time to solve, and knowledge tools speed resolution times etc.
Marketing – however – is still the last bastion [...]
Posted in CRM on Aug 19th, 2009 No Comments »
Being a rider of mass transit in and out of New York City via New Jersey Transit (NJT), I understand the value of texting messaging within the context of customer service. NJT provides SMS alert advisors to riders who sign up when foul weather or mechanical difficulties conspire to cause delays.
So when I came across [...]
Posted in CRM, social CRM, social media, web 2.0 on Aug 17th, 2009 1 Comment »
A new report by Aberdeen group found that 80 percent of B2B marketing organizations admit they’ve lost revenue due to misalignment between sales and marketing. Among other issues, the report cites lead management software and tools as a key enabler of finding success when it comes more efficient routing of leads.
While the technology is good, [...]
Posted in CRM, SugarCRM on Aug 17th, 2009 1 Comment »
Many larger companies have a pretty well-defined idea of what they expect their CRM initiative to cover: usually sales, marketing and customer support. But for smaller companies – the initial (and ultimate) scope of a CRM project may not be the same for all parties involved in the decision-making process. This leads to all sorts [...]
Posted in Application Design, CRM, cloud computing on Aug 13th, 2009 1 Comment »
I came across this column from the Sunday New York Times by Randall Stross detailing his and Tom Siebel’s take on the slowing of IT spending. To Stross’ credit, he remarks that Tom Siebel “may well be wrong,” but like many who attempt to measure this market, Stross makes the mistake of lumping all spending [...]
Posted in cloud computing on Aug 12th, 2009 No Comments »
I’m here in San Francisco checking out the OpenSource World, Cloud Expo and Next Generation Data Center combined events…good crowd of some familiar and new faces.
One of the most interesting sessions was focused on BI in the Cloud. The session was around Business Intelligence (BI) in the cloud, and was presented mainly by the heads [...]
Posted in CRM, SaaS, cloud computing on Aug 12th, 2009 1 Comment »
A conversation with a partner that’s reselling our products both in the on-demand and on-premise models unearthed some interesting comments surrounding some of the technical difficulties with deploying SaaS. For years I’ve heard of SaaS’ innate ability to deploy CRM applications with almost no involvement from IT.
But when you boil it down, being able to [...]
Posted in CRM, social CRM, social media, web 2.0 on Aug 11th, 2009 2 Comments »
A conversation with a partner recently highlighted an interesting question: what’s the difference between customer service and Social CRM?
To me, Social CRM is a subset of traditional CRM; a way of doing business leveraging media and social networks…and technologies…to respond to the control that customers now wield over the conversation. Customer service is one of [...]
Posted in CRM, social media, twitter on Aug 10th, 2009 1 Comment »
Just read a somewhat amusing, but at the same time informative, article over at Mashable on the topic of people being fired thanks to idiotic postings on Facebook and other social media sites. The article suggests nearly 10% of U.S. companies have fired at least one employee due to misuse of social media.
This issue brings [...]
Posted in CRM, Open Source, SaaS, cloud computing, web 2.0 on Aug 10th, 2009 No Comments »
I’ve been reading a lot lately about upgrades and product enhancements from the likes of Oracle, Salesforce.com and others. During a down economy, the pressure only increases to realize ROI after making an upgrade, and for enterprises running legacy CRM applications, weighing that decision can be a tough one.
It’s a no-brainer, but CRM initiatives should [...]
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