The Challenge with CRM Initiatives
John Moore, on his recent blog post, Why aren't you using your CRM system more? has facilitated a meaningful conversation which has triggered some very productive dialogue related to CRM, what it is, and why companies haven't had more success. This thread confirms what I have suspected for quite a … Read More»
CRM and Social CRM Articles, Blogs, and Resources (week of June 22)
CRM Driving CRM Effectiveness in a Recession (by Oracle) Has the CRM Industry Become Redundant? - Dick Lee, High-Yield Methods, CustomerThink.com How the Recession Increases Customer Centricity - Graham Hill, Customers & More CustomerThink.com Co-creating Experiences Fit for Customers - … Read More»
Traditional CRM vs Social CRM: Expanded
Brent Leary, widely recognized expert on Social CRM, does a great job of summarizing the difference between Traditional CRM and Social CRM in the Inc. magazine Article below. I've added some of my additional thoughts. Traditional CRM vs. Social CRM By Brent Leary Traditional customer relationship … Read More»
Social CRM – CRM 2.0 – CRM using Social – The Integration of Social Media with Customer Relationship Management Systems?
Honestly guys, can we please get back to important issues beyond semantics? In case you missed it, a heated debate sprung up this week in the Twitter and Blogospheres, respectively. Read the following to get caught up to speed. Esteban Kolsky's Post Prem Kumar Aparanji's Post Rob Schneider's … Read More»
Orange County Customer Experience Awards: Part 1
Over the course of the past couple weeks, I have been impressed by some local firms providing an exceptional customer experience. I'd like to highlight some of them over the next few weeks, and have thus begun the Orange County Customer Experience Awards. By the way, if you've recently had a great … Read More»
Leverage the Value Equation and CRM to thrive in any economy
Graham Hill presents some great points, and sage wisdom in his post "Six Proven Rules to Beat the Recession". I would contend that his advice is at the core of success in business, and just becomes more clearly defined when businesses are forced to be aggressively and desperately focused in a more … Read More»
A primer on Social Media: Listen, Build, Engage, Share
If you are just familiarizing yourself with social media and how to leverage it in your organization, Becky Carroll on the 1to1 media blog does a nice job of summarizing the benefits of Social Media, and how companies can leverage tools like Facebook, Twitter, and LinkedIn. She does a nice job of … Read More»
1 to 1 Marketing's 2009 Voice of the Customer Survey Results
1 to 1 was kind enough to share the results of their 2009 Customer Survey. In this are some expected responses. Others are perhaps a little more surprising. At the end of the day, the results reinforce what we all know to be true. Over time, success in business is ALL ABOUT CUSTOMER … Read More»
Is it about the technology, or is it about transforming your business?
Richard Boardman makes a case in his blog post The CRM Consultant: Independent CRM consultants and their role outside CRM software selection.... that independent CRM consultants have an important role that is seldom recognized or valued. In making this point, he points out a number of common … Read More»
More on Social CRM: The evolution continues
Lots of conversation flying around about what Social CRM is, and what it isn't. If you use Twitter and/or friend feed, I encourage you to join the conversation at #scrm. Business and Sales have always been about relationships. People buy from people they like and from people who provide compelling … Read More»
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