CRMsearch.com Feed

Mobile CRM—Converging Trends and Best Practices

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 30 Jan 2012 17:00:00 -0400

Bill Band, VP and Principal Analyst for Forrester Research, shares highlights and best practices from his recent mobile CRM research. He also discusses specific use cases and business processes empowered by mobility, describes a five step mobile deployment approach and identifies the pitfalls to mitigate when planning your mobile CRM project.

CRM Software Choice—Beyond The Vendor Rhetoric

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Mon, 23 Jan 2012 12:00:00 -0400

Chris Bucholtz looks at CRM software and customer choice. Not necessarily choice as espoused by CRM vendors, but real choices—and suggests that delivering more available choices among technology alternatives, deployment models, customer support options and otherwise—is a smart move for both customers and vendors.

Avaya Aura Contact Center Software Review

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Wed, 11 Jan 2012 10:00:00 -0400

With a strong combination of social media integration, the linking of content with context, and a focus toward customer experience management, Avaya Aura Contact Center is SIP-based multimedia routing software that connects customers and their information to the right agent or expert via voice, video, email, Web chat, SMS and IM.

The 2011 Year in Review—A CRM Recap

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Wed, 21 Dec 2011 10:00:00 -0400

The 2011 CRM Year In Review—was a year dominated by vendor acquisitions, industry recognition and yet more social CRM. Industry insider Marshall Lager looks back at the year that was 2011 to identify the most significant events that are sure to affect CRM strategy, software, processes and people in 2012 and beyond.

5 Reasons Why You Need Company-Managed Social CRM Platform

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Wed, 14 Dec 2011 10:00:00 -0400

Facebook, Twitter and other social networks provide great channels to engage customers. However, lack of flexibility, cross channel support and unannounced social network changes or updates can stop that customer engagement in its tracks. Here's an approach to use a company-managed social CRM platform to compliment public social networks – and achieve strategic customer benefits

Sword Ciboodle Review, An Independent CRM Software Assessment

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Wed, 7 Dec 2011 10:00:00 -0400

Sword Ciboodle has more than just an interesting name—in fact it delivers a BPM-based CRM customer service application that fits a number of business and call center scenarios. Here we examine the process centric Ciboodle CRM application to better understand fit, differentiation, strengths and weaknesses.

The Integral Relationship of CRM and CXM

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 22 Nov 2011 10:00:00 -0400

CRM Thought Leader Denis Pombriant discusses the integral relationship between CRM and Customer Experience Management (CXM), and shares some practical advice and industry examples for those planning to implement a CX program—including CX facets such as psychological factors and the prevalence of buyers who make business decisions for emotional reasons.

Key Considerations for Social CRM Strategies and Deployments

chuckschaeffer@crmsearch.com (Chuck Schaeffer) — Tue, 15 Nov 2011 10:00:00 -0400

Social CRM Thought Leader Brent Leary provides practical advice for SMBs planning or implementing a social CRM strategy and program—including goals, benefits, challenges, fluid customer behaviors, critical success factors, common reasons for failed programs, and why SMBs are leading the charge in social CRM adoption and success.