Mobile CRM

It is not hard at all to find an example of a mobile B2C CRM app -- all one has to do is fire up the nearest smartphone. But B2B mobile CRM? That is a qualified yes -- assuming one is willing to limit one's thinking to salesforce automation as a B2B discipline. To be sure, there is a case to be made...

Showrooming enabled by the proliferation of smartphones has become the bane of brick-and-mortar retailers. Basically, consumers waltz into a local Best Buy or similar big box store, find the product they are thinking of buying and check it out. So far, so good, from the retailer's perspective -- onl...

There are countless of CRM apps for small businesses, Bizness Apps CEO Andrew Gazdecki readily admits. But CRM apps aimed at companies that sell to small businesses? Not so much. Enter Bizness Apps, which has launched Bizness CRM, a Web-based app, as well as native iPhone app, that is aimed precisel...

CRM is a mature software category with a decades-plus history of development and evolution. Still, one important problem remains unsolved: A lot of employees, especially sales staff, just can't be bothered with it. Corporate "solutions" have ranged from bribing to arm-twisting to appeals to corporat...

Without a doubt, mobile CRM has become a must-have deployment in the B2C world. Expect that trend to move into the B2B community for similar reasons: The devices are becoming ever more equipped to serve multiple needs, and their uses can soothe a lot of pain points. B2B, more so than B2C, is highly ...

Want to extend your company's CRM presence in the mobile world easily and effortlessly? Vendors are lining up to help -- at least with the first part of that sentence. Sales, service and marketing are all categories in which vendors are actively rolling out products aimed at the mobile space. Whethe...

Increasingly, CRM vendors -- and their customers -- are recognizing the value of applying mobile technologies to the self-service piece of a CRM operations. In response, more and more vendors are rolling out new applications for companies that wish to target this emerging, but rapidly growing, deman...

Buried in a recent J.D. Power and Associates 2012 U.S. Credit Card Satisfaction study -- which showed consumers' satisfaction with credit cards was at a six-year high -- was this very telling factoid: Only 7 percent of credit card customers use their mobile phones to complete transactions, up from 4...

If Winston Churchill had been a CRM pundit, he may have penned the immortal turn of phrase, "never in the course of human events have so many paid so much to have so few use an application." That would have made him a pretty awful CRM writer. But give fictional Winston a break -- it is difficult to...

Jeff Hasen, Hipcricket's CMO, recently had what he called his "10 millionth" bad customer experience with Comcast. It's galling enough to be treated poorly by a company when you buy just about all of its services, as Hasen does with Comcast. Worse, though, is when you are a mobile CRM expert, as Ha...

SAP on Wednesday unveiled a rapid-deployment solution for marketers. It lets users analyze customer sentiment from social networking sites, communities, wikis, blogs and other sources. Users can combine the information with CRM text data and, if they so choose, business intelligence applications to ...

When people ask me what I write about, I say "CRM," but I could just as easily say I write about adoption. Adoption failure is the arch-enemy of CRM, the great CRM investment-waster, the adversary to those who want to organize, rationalize and economize their customer data and how it's handled. W...

New mobility and security features are among the areas of focus in Avaya's latest iteration of Avaya IP Office 8.1, its unified communications platform for small and mid-sized enterprises. The company also built out the scale of the application; it is now able to serve 1,000 users in a single locati...

Votigo has debuted a full-fledged social marketing suite that builds around its original core functionality of social promotions. The 6-year-old company is offering a price point that is reasonable for small and medium-sized businesses, as well as functionality that can scale to enterprise level fai...

Avaya has added new products and enhanced existing ones in its Customer Experience Interaction Management portfolio. The overarching goal of the changes was to allow users to reach out to customers via any channel the customers chose -- for example, mobile application, social media or phone. Such ac...