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CRM
January 2016
Robert Wollan |
B2B Customers Want a Good Experience, Too Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences   |
CRM
August 2013
David Myron |
Don't Fall Into the Tactical Trap Graduating from tactical thinking to strategic thinking requires changes in your organization's people, processes, and technologies. Some of the columns in this month's issue bear this out. |
CRM
February 1, 2007
Coreen Bailor |
North American Tech Companies Engineer Bolstered Service and Support Spend Increased B2B emphasis on the customer experience and continued CRM investment from midmarket companies are two reasons behind expected 2007 spending of more than $1 billion. |
CRM
December 2015
Harley Manning |
Can Better Customer Experience Improve Your Bottom Line? A correlation exists, but it depends on your industry, your competitors, and your customers |
CRM
July 2011
Brittany Farb |
Mobile e-Commerce in the B2B Sector While mobile e-commerce is trending for retailers, it also is a hot tool for business-to-business marketing. |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
December 4, 2015
Oren Smilansky |
2015 Gilbane Conference Day Two: Companies Must Personalize Content for Global Markets Analysts and executives shared their approaches to global customer experience management, including shaping messages for -- and gathering insight on -- local markets. |
CRM
August 27, 2003
Lisa Picarille |
Vertical Focus: Government Some of the major trends in government CRM include increasing the amount of services offered online and improving the metrics to gauge CRM efforts. |
CRM
March 2011
Koa Beck |
Customers Becoming Salespeople The rising power of consumers should put them at the forefront of social strategies |
CRM
July 2012
Leonard Klie |
Customer Service Climbs Firms' Priority Lists Mobile and online experiences also seen as key business objectives in the immediate future. |
CRM
June 25, 2013
Maria Minsker |
Customer Experience Needs to 'Mature' Forrester urges firms to tailor their CX approach to connected customers. |
Search Engine Watch
January 7, 2011
Derek Edmond |
B2B Search Engine Marketing: Goals for 2011 New challenges will bring new opportunities this year. Use these strategies to help you attain your B2B search marketing goals. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CIO
May 15, 2002
Mohanbir Sawhney |
Putting the Horse First B2B exchanges failed because they got their business models backward... |
CRM
August 2014
Wollan & Quiring |
Are You Wasting Your Customer Experience Spend? B2Bs must close the gap between spending and results. |
CRM
June 3, 2013
Maria Minsker |
B2B Marketers Embrace Expanding Roles A new study suggests CRM vendors should take notice. Business-to-business marketing leaders are taking on responsiblities they have never had to before, including managing social media on a regular basis. |
CRM
December 1, 2010
Lauren McKay |
How Social Are Social CRM Vendors? Evoke CRM study ranks the most social CRM companies on the Web. |
CIO
June 15, 2001
Hillard Sterling |
Mismatch? Is your B2B collaboration risking an antitrust suit? |
CRM
November 2011
Flodin & Norton |
Customer Experience Blueprint Drives B2B Determine the needs of customers and their value to the organization |
CRM
January 22, 2014
Maria Minsker |
B2B Marketing Budgets to Increase by 6 Percent in 2014 Marketers face pressure to justify budget increases with revenue results, a Forrester study shows. |
CRM
June 2013
Kelly Liyakasa |
How to Become Agile in Sales Leverage partner networks and social media for success. |
CRM
August 2013
Patrick Gibbons |
Seven CX Jobs to Watch Is there a place for you in this growing field? |
CRM
July 27, 2011
Leonard Klie |
Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient. |
CRM
October 4, 2013
Padmanabha Sivanandan |
Designing a 'Street-Smart' CRM Solution for B2C Enterprises An evolving focus on CRM has left B2Cs behind. |
Pharmaceutical Executive
March 1, 2011 |
Creating Customer Value: New Horizons on the Managed Markets Journey A highlight of the Hay Group's annual study of Sales Force Effectiveness, focusing on managed care markets. |
CRM
January 2016
Oren Smilansky |
How to Craft a Clear and Effective CRM Strategy Guidelines for tackling some of the common barriers on the road to CRM nirvana |
CIO
June 15, 2002
Meridith Levinson |
How to Grow Your B2B Network Forget the 80/20 rule, and stop wasting money. You need to get the rest of your trading partners online to reap a real return from e-commerce. Why you should recruit more trading partners for B2B e-commerce, five strategies for signing up partners, and incentives for e-commerce resisters. |
HBS Working Knowledge
November 28, 2007
John Quelch |
B2B Branding: Does it Work? Many B2B CEOs say no to B2B Branding, but at least one Harvard Business School marketing professor disagrees. |
CRM
March 1, 2004
Michael Fields |
Cingular Wireless Cingular employed CRM because its goal was to build a world class sales organization. To attract professional B2B salespeople we wanted to have common sales processes, along with the best tools available to support their needs. |
CRM
September 30, 2014
Maria Minsker |
Oracle Gets Serious About the Cloud at OpenWorld 2014 Oracle's updates customer experience cloud promises deep integration and extreme innovation. |
CRM
October 2012
Leonard Klie |
Oracle's Latest Branding Initiative Central to its CRM strategy is the company's Customer Experience (CX) Suite. |
CRM
November 10, 2015 |
Demandbase Launches B2B Data Cloud and Job Function Targeting Demandbase's new data cloud and targeting solutions increase marketing's reach with account-based advertising. |
CRM
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
Search Engine Watch
September 7, 2009
Erik Qualman |
Social Media for B2B Many executives incorrectly believe that social media isn't applicable for their B2B company, but they're wrong. Many of the same social media principles we preach for B2C companies can be adjusted to also apply to B2B. |
CRM
July 21, 2014
Maria Minsker |
Content Marketing Isn't Mature Enough Yet, Forrester Report Finds Eighty-five percent of B2B marketers can't connect content activity to business value. |
CRM
November 1, 2006
Marshall Lager |
Global Industrial Revamps Its Catalog Since implementing Profit Center Software, B2B direct marketer of office and warehouse supplies Global Industrial has seen a 500% increase in Web sales, and a 75% increase in overall sales. |
CRM
August 2014
Patrick Gibbons |
Is It Time to Moneyball Customer Experience? Create a competitive advantage by looking at data through a broader lens. |
CRM
February 2008
Jessica Sebor |
CRM Gets Serious With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent - and consistently high-quality - service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet. |
CRM
April 2011
Leonard Klie |
Market Focus: Telecommunications--Rewards for Reliability New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards. |
CRM
November 2014
Patrick Gibbons |
Five Traits of Exceptional CX Leaders Establishing and building relationships is key. |
IndustryWeek
December 1, 2008
Jill Jusko |
Bookshelf: New Product Blueprinting: The Handbook for B2B Organic Growth Business-to-business suppliers have "severely" limited themselves by using business-to-consumer practices to understand customer needs, writes author Dan Adams in his book. |
CRM
July 2012
Kelly Liyakasa |
Fewer than 1 in 7 B2B Customer Relationships Are Optimal Gallup study find the need for a shift from price-focused strategy to one of customer engagement. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
December 28, 2012
Justin Gray |
Applying B2C Principles to B2B Campaigns Thinking of your clients as individuals, not industries, is key. |
CRM
June 30, 2015 |
Get Smart Content Launches Oracle Marketing Cloud App Get Smart Content helps marketers serve targeted content across channels through integration to Oracle Marketing Cloud. |
CRM
November 2015
Patrick Gibbons |
CX Pros Can Make Their Mark Big challenges -- and big opportunities -- lay ahead for customer experience professionals |
CRM
April 22, 2011
Adam Metz |
Salesforce Acquires Radian6: The Morning After Here are the four key takeaways on social demand generation behind Salesforce's Radian6 purchase |
InternetNews
December 14, 2010 |
High Tech Firms Wrestle With Global Expansion A new study by Accenture indicates many tech firms have the funds for global expansion, but their plans are often stalled. The consulting giant also calls out four big tech firms that do just fine, and explains why. |
