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CRM
January 2015
Denis Pombriant |
What CRM Automation Doesn't Offer, Process Does Manage by exception to zero in on buyers' needs.   |
CRM
July 2015
Denis Pombriant |
Every Journey Starts with a Map Modeling the end-to-end process can help avoid dead ends |
CRM
February 2014
Patrick Gibbons |
Drive CX Initiatives with Journey Mapping Gain a fresh perspective by understanding the paths your customers take. The journey map provides a complete picture of the customer experience. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
April 2012
Esteban Kolsky |
The Big Three The big problems in CRM are not solved by deploying software and changing a few processes. They require a lot more than that to be solved. |
CRM
June 2014
Josh Bernoff |
4 Ideas to Prepare for the Mobile Mind Shift A new force is driving the customer experience. |
CRM
April 2015
Esteban Kolsky |
Why Journey Mapping Wastes Time and Money When you build a path, make sure it's one customers will use. |
Job Journal
June 24, 2012
Deborah Brown-Volkman |
Go Where Your Career is Taking You You may have been treated unfairly or gotten some bad breaks, but that's life. Concentrate on your future, not your past. |
CRM
July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
CRM
September 24, 2014
Maria Minsker |
Salesforce.com Launches Journey Builder for Apps; Partners with Omnicom The new solution enables companies to incorporate mobile apps into customer journeys. |
CRM
August 1, 2014
Leonard Klie |
Salesforce ExactTarget Launches the Next Generation of Journey Builder Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices |
CRM
September 2013
Paul Hagen |
Organizational Design from the Inside Out Architect your business with a focus on the future. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
June 13, 2014
Anand Subramaniam |
8 Elements to Delivering Delightful Customer Experiences Multichannel customer journeys can make or break your business. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
June 19, 2015
Oren Smilansky |
Salesforce Unleashes Sales Wave Analytics App, Updates Marketing Cloud At its Connections conference this week, Salesforce announces tools to help the entire organization. |
CRM
May 3, 2004 |
Heard and Overheard Quotes from the CRM industry: "Success in CRM is a journey, not a destination"... "In our world CRM stands for Can't Replace Marketing"... etc. |
IndustryWeek
December 16, 2005 |
Focus On Customers And Core Values Today's manufacturers must look beyond squeezing out costs. The time is right to be more opportunistic. |
HBS Working Knowledge
September 19, 2005
Stever Robbins |
Give Your Organization Serious Traction: Part 2 At the end of the day, results matter -- not efforts. When an important initiative isn't gaining traction, or when you're starting something new, the secret lies in "micro-focusing" on the moments that make a difference. |
CRM
May 13, 2015 |
SDL Launches Customer Journey Analytics and Social Media Monitoring New social intelligence solutions help brands measure purchase intent and brand advocacy. |
CRM
November 2004
Barton Goldenberg |
Who Really Owns the CRM Initiative? The battle between business and IT for control of users' desktops. |
CRM
February 2007
Barton Goldenberg |
Execs, Not Tech C-level personnel will drive the CRM industry to new heights in the coming years -- here's why. |
CRM
January 2016
Maria Minsker |
Outlook 2016: How CRM Will Foster an Era of Good Feelings As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands |
CRM
December 30, 2011
Shamez S. Dharamsi |
Increase the Power of Your CRM Tools with Outsourcing Delegate 'lower-value' duties for a better ROI. |
CRM
March 13, 2015
Daniel Sarfati |
Measure CRM Usage to Optimize Business Processes Current tools leave insight lacking when it comes to employee interaction. |
CRM
October 2010
Barton Goldenberg |
A Quarter-Century in CRM An industry veteran looks back at the lessons learned over the course of 25 years. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
November 2015
Donna Fluss |
It's Time for a Customer Service Revolution Creating a frictionless customer experience will require a service rethink -- and a company wide effort |
CRM
April 2013
Barton Goldenberg |
The Future Is Now for Data Analytics Turn data insights into customer excellence. |
CRM
January 21, 2005 |
Novell's New Analytics Engine Enhances Its Service Project Genesis launches network integrator Novell from silos of information into the integrated customer service space. Having a field-force friendly CRM application can be crucial. Sales, marketing, and customer service applications need to be integrated and highly accessible. |
CRM
November 19, 2004 |
The Pulse: What Was the Most Critical Factor in Your Choice of CRM Vendor? Here's a chart showing what the deciding factor was in choosing a CRM vendor. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Rising Stars: NICE Systems Innovates with Real-Time Analytics The veteran vendor is this year's comeback kid. |
CRM
October 2015
R "Ray" Wang |
Designing the Digital Customer Experience The future of CX? Customer segments of one |
CRM
May 3, 2004 |
Hot Seat: Will Analytics Remain a Stand-alone Product or Become Yet Another CRM Module? Will analytics software continue to be a separate market segment or will its functionality be absorbed into traditional CRM suites in the future? Industry experts weigh in. |
CRM
January 2016
Oren Smilansky |
How to Craft a Clear and Effective CRM Strategy Guidelines for tackling some of the common barriers on the road to CRM nirvana |
CRM
April 20, 2012
Debbie Qaqish |
Drive More Profitable Customer Relationships Six tips for transforming your marketing group from a cost center to a revenue center. |
CIO
May 11, 2009
Kristin Burnham |
Mind Maps Fuel Productivity Mind mapping should top your list of personal productivity tools. |
CRM
May 2011
Barton Goldenberg |
Three Cheers for Honest CRM Vendors Dishonest practices that over-promise and under-deliver must be rooted out. |
CRM
April 2015
Denis Pombriant |
The Power of the Platform Is in the Integration Software puts a wide-angle lens on the business process. |
CRM
September 2015
Roxana Strohmenger |
Demystifying Customer Experience Quality To deliver a better experience, you have to understand what quality means for your customers |
CRM
July 12, 2013
Jessica Valenzuela |
Make Big Data Equal Big Sales Mobility is the modern-day pocketknife for sales reps. |
CRM
May 12, 2015
Jeff Foley |
Why It's Time for CRM to Evolve To satisfy today's hyper-connected consumer, you need a holistic approach. |
Financial Planning
April 1, 2008
Roger Tuttle |
Create a Vision Your vision statement is the road map for your business journey. To create your vision statement, consider these questions. |
CRM
August 2013
David Myron |
Don't Fall Into the Tactical Trap Graduating from tactical thinking to strategic thinking requires changes in your organization's people, processes, and technologies. Some of the columns in this month's issue bear this out. |
CRM
June 2015
Oren Smilansky |
What You Need to Know About Customer Experience Maps Before a company designs its map, it should take a number of steps to make sure it doesn't go off course |
CRM
July 2010
Marshall Lager |
Analyze This! Are we suffering from too little data, or wallowing in too much of it? |
CRM
November 3, 2003
Ginger Conlon |
Take My Advice -- Please During the recent Frost & Sullivan Sales & Marketing Strategies Executive Summit, we asked the SuperPowers of CRM panelists: If you were in an elevator and had 30 seconds to give one important piece of advice on CRM, what would it be? |
CRM
September 2012
Hamelin et al. |
How Analytics Makes Us Smarter Turn information into insight. Data is like an uncut diamond. It needs a lot of work to obtain value in the marketplace. |
Job Journal
March 22, 2009
Marty Nemko |
Quick Fix: So You're Not Perfect Sidestepping your shortcomings could hurt in the end. |
CRM
August 2014
Bruce Temkin |
Customer Experience Management Is on the Road to Maturity Companies that lag behind must move from 'fluff' to 'tough.' |
