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Oracle Strategy Update and Review

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Fri, 26 Apr 2013 09:00:00 -0400

In a meeting between Oracle and the analyst community, Mark Hurd led the discussion of Oracles most pressing business strategies, which he described as engineered systems, cloud, social, mobile, Customer Experience (CX) and Big Data-Analytics. Heres some musings and analysis of Oracles progress and where they stand in the competitive market.

Why You Need Marketing Automation Software

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 22 Apr 2013 09:00:00 -0400

Marketers increasing investments in online marketing methods are incurring tactical challenges which impede ROI and strategic challenges which impact their ability to deliver the volume and quality of leads needed to achieve revenue objectives. Here we identify how marketing automation software is stepping up to help resolve these challenges.

KANA – Takes The Next Step in the Customer Experience Journey

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 16 Apr 2013 09:00:00 -0400

KANA calls the just released KANA Enterprise the biggest release in the companys history. This new solution has morphed the prior KANA software with the Sword-Ciboodle product acquired last year. KANA Enterprise continues to demonstrate customer service advancements over agent, web, social and mobile channels, and directly contribute to the overarching Customer Experience business objective.

The CMOs Top 3 Objectives

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 9 Apr 2013 08:00:00 -0400

Unlike most other C-level executives, CMOs are without commonly accepted strategies and routine measures. This may be in part why CMOs so often do not have a seat at the executive table and incur such high churn. So whats a CMO to do? Here are the three most important stakeholders and strategies for CMOs to deliver the greatest contribution to the company, and get that seat at the executive table.

The Business Case For An Integrated Revenue Cycle

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Thu, 4 Apr 2013 08:00:00 -0400

When companies move beyond just a sales cycle and get to a complete lead to customer revenue cycle, they more effectively advance those leads through the pipe, increase sales wins, grow customer acquisitions and earn more revenues. But getting there isnt easy. Here we share the business case, along with a proven framework, to achieve an integrated revenue cycle.

CRM Winners and Losers

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 1 Apr 2013 08:00:00 -0400

During Q1, 2013 we saw some changes in the continuous jockeying for CRM software market share leadership. Or more specifically, according to CRM buyers, we saw some vendors increase their presence and more importantly increase the messaging and alignment with what CRM buyers say is most important to them. Here is this quarters CRM Winners and Losers results.

The Business Case For Customer Experience (CX) Management

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 18 Mar 2013 08:00:00 -0400

Customer Experience (CX) has become the go-to strategy to satisfy increasing customer demands, deliver consistent and rewarding service, retain customers and grow profitable customer relationships. The business strategy is well understood, but the execution is complex and many times elusive. Here we examine the business problem and share a proven framework to deploy a CX strategy.

A Recommended Path to Becoming a Social Enterprise

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 11 Mar 2013 08:00:00 -0400

The sky rocketing rise of social media has created a digital divide whereby most prospects, customers, recruits and employees are social, but most businesses are not. If businesses wish to be included in the social conversations with constituents, they must be become social enterprises. Here we identify the business problem, the business solution and specifically how to become a social enterprise.

The Business Case for Big Data

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 5 Mar 2013 08:00:00 -0400

The increasing rate of data volumes, velocities and varieties have defined the concept of Big Data, and more importantly a new opportunity to better transform data from raw form into business intelligence.

Customer Experience Research Results and Actionable Take-aways

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 5 Feb 2013 09:00:00 -0400

Oracle today released an interesting Customer Experience (CX) research report performed by OKeeffe and Company. Among the findings that no CX business leader should fail to recognize are a CX execution chasm, obstacles which challenge CX success, lessons learned from CX pioneers and the specific business processes that offer early and high payback opportunities for CX programs.

Getting The Most Out of Your CRM Software Demos

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 22 Jan 2013 09:00:00 -0400

Effective CRM software demos give you the vital information to compare and contrast different CRM systems and help you make the best selection. Ineffective demos turn into cheerleading exercises for the vendors product, nearly devoid of any useful information. Here we share the specific steps to maximize your CRM demo success, and ultimately your CRM software selection decision.