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SaaS and cloud solutions continue to represent key drivers in the CRM market, up from 8 percent of the CRM market in 2005 to 20 percent of the market in 2008, according to Gartner. SaaS and cloud CRM solutions spurred the evolution of computing -- with no more software installations, no infrastruct...

Retailers in the U.S. are convinced that CRM is one of the most important aspects of their business. However, the sector in general has failed to utilize the full potential of these programs, and the industry will be striving to elevate its CRM game in the future. That's good news not only for custo...

A new year! Blank screen! OK, let's talk! I think sustainability will be a big theme for me from this year onward. If your idea of sustainability is mostly about rain forest preservation and similar topics, I hope you will read on and think new. I have given a lot of thought to the concept and do...

Cyber Monday may be the most visible symbol of the increasing use of e-commerce technology in the retail sector. On just one day, Nov. 30, consumers operating from home or office computers in the U.S. spent $887 million on Internet purchases. The spending level amounted to a gain of 5 percent versus...

You might say that supply chain management has entered the philosophical realm. SCM investment has flatlined to a large extent, and the market's focus has changed as supply chain headaches become more complex and cut a broader swath. Although there is no one compelling trend in the SCM space, the in...

Making sure that every customer gets the personal touch may be fairly easy for the owner of a neighborhood bakery, but in a mass market of millions, making each customer feel like an individual is a formidable challenge. In the information age, tools like customer relationship management software ma...

Enterprises expend considerable effort to understand their customers and provide a superior experience and enhanced services to them, but still they see an enormous difference between their understanding of customers' requirements and their customers' actual expectations. This difference might be du...

Insurers constantly caution seniors that their Medicare Advantage perks such as hearing aids, dental payments and even gym memberships will fizzle if Democrats get their way and cut government subsidies for them. However, tens of billions of Medicare dollars funneled through insurers also pay for ex...

Small businesses frequently rely on a haphazard assortment of tools to manage their CRM processes, such as email, contact managers and spreadsheets. However, such methods are usually not sustainable or scalable. "Their customer data ends up fragmented across 10 different applications and physical lo...

In the past, businesses typically used lists of leads in a type of marketing strategy that Michael Port, author of "Book Yourself Solid," refers to as "interruption marketing." The goal was to get in front of a potential customer, book an appointment, and sell the product. However, that model is ch...

Am I kidding me? Forecasting the year ahead? Sheesh! One of the reasons the task I set for myself is so daunting this year is that I believe we are in a massive transition state that affects the whole economy, CRM included. I think Tom Friedman got it right in version 2.0 of his Hot, Flat and Cro...

U.S. airlines may not keep passengers waiting in an airplane on a tarmac -- whether for take-off clearance or stalled because of bad weather or just about any other reason -- for more than three hours, according to new rules issued by the Department of Transporation. After two hours, airlines are re...

It's no mistake. This credit card's interest rate is 79.9 percent. The bloated APR is how First Premier Bank, a subprime credit card issuer, is skirting new regulations intended to curb abusive practices in the industry. It's a strategy other subprime card issuers could start adopting to get around ...

In a bittersweet twist of irony, a CRM technology solution can save a company or kill it. If wielded effectively, obstacles disappear and profits materialize. Used wrongly, your investment and customers are lost -- often permanently. It's crucial to know your company's CRM strengths and, more import...

It's important to keep the story of eService in mind when thinking about social media's role over the past few years in reshaping the ways customers interact with brands. Undoubtedly, the influence of social channels has been at least as profound -- and perhaps even more profound -- than that of eSe...