Archive

Software systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking.

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.

Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead.

Virtual or hybrid work environments are likely to become standard fixtures for organizations. Knowledge management will play and imperative role, as the need for collaboration and the ability to share and find organizational information virtually, and at any time, only increases.

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them.

Automation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness. One is providing effective customer service by having the ability to respond to every customer’s unique issu...

Zoho Marketing Plus is an attempt to bring things back into focus so that SMBs can do the same things in marketing that larger companies do with more labor. You might call this the second democratization of information.

Businesses across all industries are competing in the experience economy. The best way to stand out from the competition and retain customers is with optimal customer experiences, according to cloud technology firm Oracle. While this sounds simple, differentiation is a daunting task for many busines...

Online gambling is at an all-time high in accessibility and popularity. But many betting app developers are rolling the dice blindly without addressing users’ customer experience concerns.

One way retailers can minimize supply issues and strengthen supplier relationships is by automating accounts payable. AP provides a key interface with suppliers and is the lynchpin to getting those suppliers paid on time. Slow, tedious AP interactions will lead to difficulties with suppliers.

Research the Rand Corporation did for Salesforce paints a startling picture of how our industry -- actually our world -- is significantly underprepared for its digital future.

Braze recently released its second annual Customer Engagement Review that combined data from the Braze platform and the results from a global survey of more than 1,500 marketing decision-makers across 14 global markets. The study unveiled macro trends that evolved within customer engagement changes ...

Recently McKinsey & Company did a deep dive on supply-chain planning -- which you might think is a long way from CRM -- but you might be surprised. The shocking finding to me, and the connection with CRM, is the statistic that 73 percent of respondents said that spreadsheets are their primary supply...

Knowing which software works better than other solutions can give business leaders a leg up on growing their company's efficiency and bottom line. To that end, venture capital firm Bowery Capital published in its annual Startup Sales Stack Report.

The customer version of sustainability requires that we capture scads of data about customers -- and today that means in an ethical and non-snooping way so that we'll have something to feed the monster we call AI.