Customer Relationship Management (CRM)

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

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customer satisfaction ts

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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 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.

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.

customer love ts

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.

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.

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.

audit

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.

crm research scientist

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.

customer loyalty ts

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.

video

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...

business blog ts

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.

rtshh0x

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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