CRM News Feed

The map below is designed to show you how a typical two tier sales process might map to salesforce.com. We’d like to get your feedback to better understand; Is this type of resource helpful? How would you improve it? What…

When a woman who had bought property called up Intrawest, it was clear that the company needed to rethink its growth strategy—as well as do a better job of branding, marketing and bringing in all its various resort, leisure and real estate entities under one umbrella. In other words, it needed a customer relationship management program.

What’s the truth behind the state of CRM? It’s a lot healthier than pundits would have you believe, writes Bob Thompson, founder of CRMGuru.

When it comes to CRM solutions, customers, more than anything, want a product that works for them, simply, easily and for the bulk of their business needs. CRM customers and vendor partners made that abundantly clear in a comprehensive online survey conducted by CRMGuru.com. Based on the results of that survey, we are proud to announce the honorees of the first CRMGuru Summit Awards for CRM Solution Excellence.

When working with date fields there’s often a need to calculate the number of days since a particular event took place. For example, if you run a support organization you might want to calculate the number of days it…

While CRM solutions greatly enhance an employee’s ability to provide better customer service, make a more informed sales pitch or market better, it’s using CRM tools effectively that will make all the difference–and why CRM training is a guaranteed return on investment, writes Sidney C. Lejfer.

Do you have an evaluation method to judge how good (or bad) your CRM initiative is? Most business leaders would answer, “No,” according to Sampson Lee, who says that the cost of what you spend on any CRM initiative makes such appraisal a must.

Adopting the wrong technology is a major driver of CRM failure. Anyone who tells you differently is making excuses, says Lance Kyle, who cautions that making the right choice means assessing the right factors first.

How much of an impact can an emphasis on process have on your CRM implementation? asks Jim Dickie. According to studies by his and partner Barry Trailer’s firm, CSO Insights, it can play a tremendous role.

As companies look to enrich and profit from customer interaction, it’s even more critical to bring the front and back office together, writes Tony Hayward or else you have know way of knowing how to invest in the right channels to deal with customers, while extracting the most from the sales and service dollar.

Here’s the deal, writes Dick Lee: CRM doesn’t involve just marketing, sales and service. It involves the whole business. Yup. Manufacturing, procurement, logistics, warehousing, accounting, billing, even HR sometimes.