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As anyone familiar with CRM knows, adoption is the key to whether you live or die by your CRM solution. You can make detailed plans, do arduous research, negotiate great deals, execute a deployment plan flawlessly -- and then see it all go for naught when your users fail to use the system. ...
Earlier in my career, I covered the telecommunications industry. Nothing better prepared me for a career examining CRM than the sight of enormous corporations with immense customer bases failing to build any kind of relationship with their users and instead resorting to price as their major differentiator. ...
Let's say you're a CRM vendor. Your constant mission is to provide users with what they need, and your biggest fear is that your competitors will be better at that than you are. ...
Those of us immersed in CRM take it for granted that people understand what the acronym stands for and what it really means -- the technology, people and processes that go into building stronger relationships with customers, or customer relationship management. Quite naturally, the people who sell, support and comment on CRM understand all of that. But do the intended users?...
With the proliferation of smartphones and similar handheld devices, it only makes sense that data -- especially customer data -- is following these devices into the field. The scenarios in which sales and field service people can use the data collected by CRM are many and, in a lot of cases, obvious. However, there are also many ways for CRM to go into the field, and it's crucial to match the needs of your workers with the IT and security priorities of your company...
There's no longer any debate about whether social media's going to have a huge impact on CRM. The questions now hew to two distinct tracks: ...
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