Customer Relationship Management (CRM)

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

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negotiating contracts ts

How CRM buyers can negotiate the best deal

Avoid the risks of CRM software lock-in by choosing wisely the first time. Download this free IBISWorld procurement report that analyzes CRM vendors and pricing trends and learn how to get the best deal for your organization.

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How Domino’s Pizza is using AI to enhance the customer experience

Dominoes is positioning itself as a technology first company with an intriguing new AI system to deal with customer services. Will other companies follow?

customer satisfaction ts

How Trillium Precise enhances customer interaction and satisfaction

The Trillium Precise data-as-a-service product is a data quality and enrichment offering that’s designed to provide single view of your customers enhancing identification, communication and interaction.

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A tale of two user experiences

The perception of software quality will be forged in the first 90 seconds. Don’t let your users experience what I had to go through.

customer loyalty ts

Last week's CRM success story started back in 2002

Verizon's CRM program continues to delight customers, 15 years after it began.

five star guarantee

5 types of customer reviews you can leverage

Customer reviews are amazing marketing tools if you know how to utilize them. Here are some ways you can make that happen.

customer service

Why happy developers equal happy customers

A company's greatest competitive advantage is its ability to deliver a great customer experience. And that starts with a happy software development team.

customer

Who are your customers?

You think you know, but it can be trickier to determine than we tend to think. Here’s some guidance.

cutting costs

Anatomy of a cloud project cost overrun

A handful of areas in cloud integration projects produce cost ‘surprises’ with alarming regularity. Recognizing the pattern is the first step in solving the problem.

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6 simple ways to show customers love this Valentine’s Day

Small business owners and marketing pros share their tips regarding what ecommerce businesses can do this Feb. 14 to show their customers they care.

call centers

Is the call center era over?

For a variety of reasons call centers are no longer the right way to engage customers: Online ordering is everywhere. Millennials prefer texting and messaging. Virtual agents and bots are quickly gaining traction. These kinds of...

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The rise of the chief marketing technologist

The digital age has originated an amazing phenomenon: the appearance of hybrid professionals called marketing technologists. At the theoretical level it is a thought-provoking concept, but watching it transform into reality is not so...

customer satisfaction

Is customer-centric marketing the way of the future?

Customers are what bring life to every business. Without them, a business will not succeed. That's why there's a consistent increase in marketing efforts targeted specifically for customer attraction and retention.

brick and mortar online retail ts

How brick-and-mortar stores can beat the likes of Amazon

Online companies like Amazon that can analyze buyer behavior have a major advantage over brick-and-mortar retailers. However, artificial intelligence platforms tied to in-store sensors could eventually even the playing field.

project management and crm

13 tips for managing the data in Salesforce.com

When family is visiting for the holidays, you need to have a credible ‘urgent project’ to keep you in blissful solitude. Here’s what I did over my Christmas vacation.

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The best customer service now comes from you

Despite decades of tradition, the most successful corporations are ditching the concept of customer service in favor of investments in IT automation – and have never been more profitable.

crm

How to conquer a CRM monster

A network of travel agencies found the CRM system it had been using for eight years had become a monster, so it turned to a cloud-based option -- and the results were off the charts.

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The 11-point audit for your Salesforce.com system

For most companies, December is the end of the fiscal year. And for business-critical systems, that means lockdown for any system enhancements. How are you going to spend your spare time? Here’s an audit you should be doing on your...

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