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CRM
March 2008
Denis Pombriant |
The Longitude of Experience Reconsidering the life cycle of customer interaction.   |
CRM
April 1, 2007
Colin Beasty |
Required Reading: A Peak at Sales Process An interview with Russ Lombardo about his new book, CyberSelling -- Using CRM Technology to Help You Sell. |
CRM
May 2013
Lior Arussy |
The Role of Culture in Customer Relationships Build exceptional experiences through emotional connections. |
CRM
February 1, 2006
David Myron |
Experiences Versus Relationships Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses. |
CRM
April 1, 2004
Emmy Favilla |
Required Reading Corporate philanthropy... international brand launches... and one company's way to win customer loyalty are among the subjects in this month's new reads. |
CRM
May 12, 2015
Jeff Foley |
Why It's Time for CRM to Evolve To satisfy today's hyper-connected consumer, you need a holistic approach. |
CRM
October 1, 2003
Ginger Conlon |
Required Reading With summer just a memory and fall settling in, executives are adding business books back on to their reading lists. And publishers are meeting the demand by releasing a plethora of books covering CRM, customer service, branding, sales, and other related topics. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
March 28, 2014
Glenn Johnson |
5 Tips for Making CRM an Enterprise Portal Focus on revenue to drive project objectives. |
AFP eWire
June 27, 2005 |
Taking the Mystery (and Misery) Out of Branding With almost a million nonprofit organizations in the United States alone, how do you make yours stand out? |
CRM
March 2015
Maria Minsker |
Required Reading: Brand Differentiation Is the Best 'Brand Aid' Brad VanAuken, author of Brand Aid: A Quick Reference Guide to Solving Your Branding Problems and Strengthening Your Market Position looks at the key factors that drive brand differentiation both online and off. |
HBS Working Knowledge
July 21, 2003
Jean Ayers |
Don't Get Buried in Customer Data -- Use It Don't blame your CRM technology. Be smarter about collecting and using your data. |
CRM
January 25, 2013
Benjamin Lederer |
Making Use of Social Media Data A social CRM or contact management system can function as your business command center, supplementing contact, company, and industry information with social data, including profiles and comments. |
CRM
March 25, 2011
Jim Davies |
Applying the Eight Building Blocks of CRM to Social Media How to improve the effectiveness and long-term success of social CRM initiatives |
CRM
May 2015
Oren Smilansky |
The 6 Secrets of Successful Change Management Are your salespeople resisting technology upgrade plans? ?Try these tips to bolster user adoption. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 1 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 1 through 50. |
CRM
April 2015
Oren Smilansky |
How to Select a CRM System Whether it's your first solution or your fourth, these tips will help make the vendor selection process easier. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
CRM
November 9, 2015
Michael Rooney |
Finding Lost Sales Revenue: It's All About the Process Getting a well-defined sales process in place is important. Having it adopted and automated is even better. |
CRM
May 23, 2011 |
Convergys Releases Convergys CRM Powered by Microsoft Dynamics CRM 2011 The solution is geared toward global utility and telecommunication providers. |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
Entrepreneur
September 2001
Chris Penttila |
Brand Awareness Wake up! Your brand isn't your savior, and all the goofy ads in the world won't save your company. What can? Well... have you given good business a try? |
CRM
November 2009
Clara Shih |
Facebook Is the Future of CRM Only social media can put the customer back into CRM. |
Registered Rep.
March 1, 2005
Lori Widmer |
The Bird in the Hand Acquiring clients is, of course, an important part of establishing an advisory business. But once that groundwork is laid, advisors are far more likely to profit from expanding relationships with existing customers. |
CRM
June 22, 2012
David Mattson |
Combine Sales Training and CRM for a Winning Environment Many people look at sales training and CRM as two separate functions that operate independently of one another. Would it surprise you to hear that they actually complement one another, and that sales training should always include consideration of the CRM strategy? |
CRM
August 2, 2004
Emmy Favilla |
Required Reading: Getting Back to Relationship Basics Author Pamela Danziger presents evidence that consumers will construct more meaningful relationships with suppliers and retailers. |
CRM
May 9, 2014
James & Montaudo |
CRM + Customer Service = Long-Term Results Here are four steps for improving the front-line retail experience through back-end data. Keep in mind that individuals remember positive interactions far more than they do transactions. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
Entrepreneur
September 2008
Guy Kawasaki |
Make It Known If you've got a great product, a great brand will follow - if you're sending the right message. |
CRM
August 2011
Barton Goldenberg |
Overcoming Skepticism to Exploit Social CRM Many executives fear a healthy two-way conversation with customers. |
CRM
December 2014
Esteban Kolsky |
Why CRM Is Not Dead Simple interactions give way to end-to-end experiences. |
Search Engine Watch
August 19, 2010
Jacob Morgan |
Interactions With Transactions: Understanding Social CRM Empowering advocates and improving the customer experience is a key focal point of social customer relationship management. An introduction to the philosophy and business strategy. |
CRM
September 1, 2006 |
The Pulse: Is Your Company Using or Planning to Use Open Source CRM? A Reader Poll: We Use an Open Source CRM Solution: 22%... We Are Planning to Implement an Open Source CRM Solution in 2006: 14%... etc. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
March 13, 2015
Daniel Sarfati |
Measure CRM Usage to Optimize Business Processes Current tools leave insight lacking when it comes to employee interaction. |
CRM
December 17, 2015
Dave Nelson |
3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
Entrepreneur
August 2006
Kim T. Gordon |
Brand Slam When it comes to your image, are you hitting hard or striking out? Cover all your bases with these 4 critical elements of a winning brand. |
CRM
March 1, 2007
Woody Driggs |
Architectural CRM Keeping pace with changing customer needs is critical in this competitive growth economy to establish unique market positions, but how much is enough? Drawing a customer treatment blueprint will help businesses build their front and back strategies. |
CRM
September 1, 2006
Colin Beasty |
Required Reading: Service With a Smile? An interview with Richard Gallagher about his book, Great Customer Connections, in which he writes about converting scientific research into remarkably easy-to-apply business practices. |
CRM
August 1, 2006 |
The Pulse: How Do Guided Selling Tools Improve Your Business? A reader poll: 19% -- They help salespeople with complicated offerings... 23% -- They help us adhere to established business processes... etc. |
HBS Working Knowledge
March 8, 2004 |
Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer. |
CRM
October 18, 2013
Andy Steggles |
Use Social CRM to Boost Inbound Marketing Use your social CRM program to its full potential or get left behind. |
CRM
October 28, 2011
Leonard Klie |
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. |
CRM
May 2, 2005 |
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise? A chart depicting what percentage of CRM readers provide their agents with a complete view of customers' company interactions. |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
CRM
July 1, 2009
David Myron |
Innovate Your Way Out of a Recession In a recession, an innovative organization can learn to focus on fewer projects - but ones that can meet and even exceed expectations. |
CRM
January 2, 2004
Ginger Conlon |
Great Service Is Your Call There is no CRM success without communication. |
CRM
March 2003
Ginger Conlon |
Stand by Me One of the main reasons companies implement CRM is to foster customer loyalty. But as a customer of CRM vendors, how loyal should you be? |
CRM
April 1, 2003
Martin Schneider |
News in Brief ROI is tough to prove, even when a CRM initiative works... Public Sector CRM Special Interest Group... Microsoft Corp. has dropped the .NET logo from its new Windows Server 2003... etc. |
