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Top Articles
CRM Increases to Help During Current Economy
[2008-08-28] Here are several excerpts from an article by Michael Bush and Rupal Parekh, More Marketers Want to Get to Know You:
Resolving Customer Relationship Issues
[2008-08-07] To identify, track, and resolve issues affecting the customer relationship, including problems, risks, and any other form of difficulty that requires resolution.
My Thoughts on Microsoft CRM 4.0
[2008-07-24] I have really started getting into Microsoft's latest version of their Customer Relationship Management product, Dynamics CRM 4.0. As with any product I work with in IT I look at how can this product make business more efficient.
How to Manage Customer Relationships
[2008-07-10] To create a satisfied customer who provides positive feedback on performance, and rates the delivery team highly on integrity, honesty, consistency and accessibility.
Is a CRM System Worth the Cost?
[2008-06-26] Last year I visited the president - a very worried president - of a company whose lead sales rep left and took along $2M dollars worth of business. That is a hefty chunk of change for any business.
The Power Of Scripting Sales In CRM
[2008-04-24] CRM Daily had an interesting piece on the power of scripting sales. The article's main focus was on how to disqualify bad prospects quickly but it made me think about the power of Enterprise Decision Management or EDM to improve sales scripts.
Are You Turning Away Prospects?
[2008-04-03] Do you find it hard to engage with prospects or customers? If so, keep reading...
CRMA National Conference Approaching
[2008-03-07] If you live near Atlanta, or are in the mood to do a little traveling, prepare yourself: the Customer Relationship Management Association National Conference will be held on April 1st and 2nd.
Improving First Call Resolution By Using EDM
[2008-01-25] Continuing this week's theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers - first call resolution. I saw a nice description of what this means in Tools To Improve First Call Resolution on CRM Daily:
Improving First Call Resolution Using EDM
[2008-01-25] Continuing this week's theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers - first call resolution.
Top CRM Blogs of the Year
[2007-12-20] Just received word that this little space on the web was selected as one of the "Top 20 CRM Blogs" of 2007.
Salesforce Signs "Most Important CRM Agreement"
[2007-11-16] Citigroup and Salesforce.com are both big companies, and a new deal between them isn't insignificant, either - Citigroup chose Salesforce to provide software to 30,000 financial advisors.
Oracle Releases CRM Product For BlackBerry
[2007-11-08] For the device addict who wants to always stay on top of CRM matters, Oracle has just announced a new toy: the Siebel CRM Mobile for the BlackBerry platform.
CRM Value and Keys to Upgrading
[2007-11-01] It is a slow newsday in the CRM industry so rather than giving you a write-up of one boring story about something like PNC switching to Oracle's Siebel software, I thought I'd point you to a couple of more interesting CRM articles.
Making Customer Loyalty Programs work with EDM
[2007-09-06] Martin Fowler's bliki had an interesting post on Customer Loyalty Software that made me think about what a great fit business rules, and enterprise decision management, are for loyalty program management.
Driving Customer Loyalty
[2007-08-09] The BrandingWire team takes on car dealerships this month. And what we've uncovered is straight out of Jurassic Park.
Customer Service: Bend vs. Break
[2007-06-27] When does a customer service process stop serving the customer, and begin to become detrimental to the relationship?
CRM for iGoogle Demoed
[2007-06-08] It's interesting to see all the companies who are trying to hook into iGoogle (Google's personalized portal page).
EDM for Delivering Relationship-Based Pricing
[2007-04-19] Mary Pilecki at Forrester just published Turning Pricing Optimization Into Relationship-Based Pricing (subscription required) about using pricing optimization as part of a financial services institution's relationship strategy.
Will Sales Technology Improve Your Company's Sales?
[2007-03-29] As we embrace the information age, there are more gadgets available to the average sales person, than there were weapons for old age warriors.
The Reality About CRM
[2007-03-15] While Customer Relationship Management (CRM) technology has promised much, the reality for many has been disappointing.
CRM's Importance In Small And Midsize Businesses
[2007-03-01] By and large, small and midsize businesses have the same technology needs, as well as the same ultimate goals, as big businesses have.
Customer Support Means Sales
[2007-02-13] Using all your marketing and sales skills to entice new customers to your product line or service is a necessary first step toward the long-term success of your business.
Why SaaS CRM is Here to Stay
[2007-01-25] There is no denying the increasing business trend to harness the power of the Internet to not only get their message out, but to manage their customer responses.
CRM, Customer Experience, Gethuman and Decisioning
[2007-01-15] Curiously I came across two references to gethuman.com in my browsing recently.
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