Customer Relationship Management (CRM)

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

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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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With IBM's Watson, GlaxoSmithKline tackles sniffle and cough questions

GlaxoSmithKline plans to team up with IBM's artificial intelligence-fueled Watson to reach customers.

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5 Dreamforce takeaways to guide your CRM strategy

With 170,000 attendees, 2,100 sessions and 500 vendors, the signal-to-noise ratio at Dreamforce 2016 was pretty low. Now that the dust has settled, here’s what’s worth knowing.

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CIO's move to chief customer officer role signals trend

As CIOs are increasingly called upon to pitch their company’s products, long-time Equinix CIO Brian Lillie has a new job: Massaging the customer experience for the data center service provider.

customer experience

Customers have a love/hate relationship with IT outsourcing providers

HPE, Oracle and IBM’s outsourcing customers are much more likely to recommend them, but many other IT service providers underperform in delivering a good customer experience.

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How to use Facebook Live for business

Video experts and social media marketers share their tips for how small businesses can attract and engage customers using Facebook’s live streaming service.

customer loyalty ts

Why Tesla’s customer loyalty ratings beat Mercedes

Columnist Rob Enderle writes that marketing isn’t about selling stuff anymore. It’s about selling experiences. A recent trip made it clear that Tesla gets this and Mercedes does not.

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An inside look at Cogito's newest emotional intelligence software

CIO's own Sarah White goes on location to examine the role of emotional intelligence software in the workplace and it's potential impact to customer service.

Studebaker dashboard

How to tell if you have a 21st century sales team

In many industries, the revenue generation function — sales and marketing — is the single biggest cost of running the business. Yet it’s also the most unreliable. That’s why tightening up the business processes with CRM systems is...

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12 tips for creating a must-read business blog

Business owners, bloggers and online marketers discuss what small businesses can do to drive traffic to their blogs, increase their page views and keep readers coming back for more.

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How businesses can use Pokemon Go to succeed

Pokemon Go has been a phenomenon since its launch and its location-based, augmented reality nature could make it a boon for small businesses.

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LinkedIn adds Gmail, CRM integration to Sales Navigator

LinkedIn looks to boost its appeal to sales professional with the first update of its two-years-old Sales Navigator product.

agile waterfall

4 ways to make agile and waterfall work together

In theory, the two methodologies don’t mix. In practice, they almost always have to. Here are four tactics to make these opposites work together.

build trust

10 ways multichannel companies can build trust with customers

Experts in ecommerce, security, marketing and customer service discuss the best ways to foster trust with your consumers – and build a loyal customer base.

crm

11 CRM best practices

Experts in CRM discuss how companies can best serve a mobile, multichannel clientele.

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Microsoft bought LinkedIn for your relationship data

Combining LinkedIn’s business identity and relationship graph with Microsoft’s commercial cloud and business analysis tools makes a lot of sense.

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8 tips for marketing to millennials online

Marketing and social media experts discuss the best ways to target and engage with consumers in their 20s and 30s.

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