Customer Relationship Management (CRM)

Customer Relationship Management (CRM) news, analysis, research, how-to, opinion, and video.

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For retailers, e-commerce alone won't make the sale

To be successful, retailers today need to focus on creating a customer experience that links mobile options with brick-and-mortar stores and websites.

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4 keys to creating a customer-friendly omnichannel experience

Ecommerce, supply chain and customer relationship experts discuss how brands can best provide a streamlined shopping experience in 2016, no matter which channel or channels they use.

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Salesforce.com buys developer of quoting and billing apps for SMEs

If you can't beat them, buy them: Salesforce.com is snapping up SteelBrick, a startup that builds quoting and billing functions for SMEs on the Salesforce cloud platform.

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How to get and leverage user-generated content

Content marketing pros share their top tips on the best ways to acquire customer reviews, ratings, photos and videos.

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6 CRM predictions for 2016

Experts in sales, marketing and customer relationship management share their thoughts regarding which CRM features and trends will be the most buzzed about in the year ahead.

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What CRM data tells you about your sales methodology

Salesforce.com, like most CRM systems, is sales-methodology agnostic. But CRM data can show you a lot about problems in that methodology.

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8 tips for choosing the right contact center for your business

Customer service and outsourcing experts explain what companies should look for and ask when contracting a third party to handle their customer support.

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Hootsuite ties into Microsoft's Dynamics CRM to turn likes into leads

More companies are turning to social media as a way to communicate with their customers, and Hootsuite is working with Microsoft to make that even easier through an integration with the company's products.

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7-Eleven takes a big gulp of customer data

The ubiquitous convenience store chain updates its loyalty program from punch cards to a mobile app for super-frequent patrons
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At Mazda, IT is in the driver's seat

Mazda's IT group generates ideas to improve the customer experience, says Jim DiMarzio, CIO at Mazda North America Operations.

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7 simple, low-cost ways to acquire new customers

Experts in new business acquisition discuss the best places and ways to find prospective buyers for your products or services.

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10 tips for running a profitable subscription-based business

Experts in customer acquisition and retention and ecommerce share advice on how to create and sustain a successful recurring-revenue business.

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When validation doesn’t rule

Every once in a while, somebody comes up with a great idea that is really dangerous. Here’s some ammunition you can use to counter one we’ve encountered.

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8 ways to effectively communicate with clients

Business communication experts discuss the best methods for interacting with clients.

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Microsoft's Cortana gives Salesforce customers insights into sales pipeline

Microsoft and Alpine Metrics have joined forces with Salesforce.com to bring the power of predictive analytics to the sales pipeline.

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7 ways social media can improve customer satisfaction

Social media and customer relationship experts share tips on how to use Facebook, Twitter and Instagram to enhance customers’ experience with your brand.

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Traction Watch: FiveStars enjoys 200 percent growth by sticking to the program

FiveStars, a loyalty app designed to bring retail customers back by offering them incentives and rewards has been enjoying a 200 percent increase across all growth metrics over the past 6 months. Their business model seems to be...

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Take a step toward customer obsession

In the age of the customer, companies have to focus on the technologies, systems and processes that win, serve and retain customers.

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