CRM

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

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20 questions for screening a Salesforce Service Cloud consultant

Some parts of vendor evaluation never change, but doing a deeper screening for your Salesforce Service Cloud system in particular, and cloud-based service CRM in general, is critical. These questions will set you (and your consultant)...

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20 questions for screening a Salesforce Marketing Cloud consultant

The biggest issue with Salesforce Marketing Cloud projects in particular, and cloud-based marketing CRM in general, is matching the soaring goals and promises to the actuality of staff and funding. These questions will help you find a...

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15 questions for screening a Salesforce Platform Cloud consultant

Salesforce Platform Cloud projects in particular, and CRM platform projects in general, have a wide range of requirements and practices, so you are going to need to think about “drill down” questions to ask potential consultants to...

Working with a Salesforce consultant: Understanding the process

Before you sign a contract with a Salesforce.com consultant, or any cloud CRM consultant, you need to understand how the project is going to be run. This comprehensive list of questions will help you determine if the consultant you're...

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Social intelligence: How to mine social media for business results

By blending automation and expertise, a strong social intelligence strategy can transform social media data into actionable insights — and help shape your company’s products, advertising and customer experience.

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How to choose the best Salesforce consultant: 25 key questions

When vetting vendors, references are essential. But with Salesforce consultants, and cloud consultants in general, a deeper screening will ensure you hire the best for your project. These 25 questions will help.

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What is a CRM system? Your guide to customer relationship management

Customer relationship management (CRM) systems help you better understand your customers’ needs and how to meet those needs while enhancing your bottom line. CRM systems link up information about customers from a variety of sources,...

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Enterprise software fuels IT spending as CIOs become builders again

Companies are refreshing enterprise software platforms for the cloud era and stitching together new systems to support digital business projects, triggering an uptick in IT spending worldwide.

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No shortcuts! Do cloud requirements discovery right

The discovery phase is the weakest part of any cloud project, but getting it wrong can cost you dearly. Here's how to do requirements discovery right.

Legacy processes are holding back your digital business

Having a digital business model isn't about online sales, and it’s not just about technology; it’s about using technology to support a flexible, connected operating model. But in many organizations, technology has outpaced process.

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CPQ software demystifies B2B sales complexity

Configure price quote software can automate processes and reduce errors on complex sales, if you get the configuration right.

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The rules of engagement for customer-obsessed organizations

Today, customer engagement has shifted. Customers don’t just take what they get; they arrive with an expectation that a brand knows what they want before they even do.

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How tech plays a role in management

Technology is a crucial factor in the success of any business in today's world, and management needs to understand exactly just how utilizing technology impacts a company.

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How CIOs are helping upgrade the way people sell

New CRM strategies are essential as consumers expect more digital engagement and the ways in which companies contact their customers evolve.

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IT Career Roadmap: Salesforce consultant

Jobs in Salesforce are currently in high demand from employers. Here we look at one developer's journey and how he went from a Salesforce administrator to an enterprise game-changer.

Qualtrics invades the enterprise with its customer experience software

The Utah-based tech unicorn is 15 years old and has been quietly racking up an enterprise customer base that any startup would be envious of, so how did it get there and what's next?

How Adidas is bringing its customer experience approach to employee feedback

The German sportswear giant shifted from massive 80 question annual employee satisfaction surveys to a monthly cycle of "pulses."

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How to prepare for the next major digital touchpoint, conversational commerce

Conversational commerce means interacting with your customer in an automated dialog via voice or text. Usage of voice-based conversational interfaces such as Alexa and Siri are exploding. Meanwhile over 100,000 active bots have been...

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