The Source for Independent CRM News & Views

Newly Published CRM Articles

	Customer Experience—Using Technology to Make CX Sustainable and Profitable
	Vinay Iyer, Vice President of SAP CRM Global Marketing, discusses how Customer Experience Management (CXM) is aiding and extending CRM—and offers expert advice in how to advance CXM beyond a conceptual customer strategy and leverage software technology and techniques in ways that make CX sustainable and profitable. More ...
	CRM Software Choice—Beyond The Vendor Rhetoric
	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. More ...
	SAP Customer Line of Business Solutions—Don't Call Them CRM
	SAP Senior VP and General Manager of Customer Line of Business solutions Anthony Leaper discusses the target market, design approach, go to market execution, frequent iterations and evolvement, and key benefits—which include rapid time to value, a social user experience and most importantly, a design orientation which addresses the specific challenges incurred by the targeted user. More ...
	Gamification—A New Medium to Engage, Reward & Retain Customers
	Gamification—a process of using game thinking and game mechanics to solve problems and engage users—is nascent, but as analyst Denis Pombriant hypothesizes, will ultimately infuse CRM software as a tool to engage, reward and retain customers. In this article, Denis explores some of the big ideas that may seed the next methods of customer interaction and loyalty. More ...
	Avaya Aura Contact Center Software Review
	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. More ...
	The 2011 Year in Review—A CRM Recap
	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. More ...

Salesforce Service Cloud 3 Morphs Social & Support The Salesforce.com Service Cloud 3 (SC3) is far more than a call center software upgrade; Its an innovative CRM software release that morphs traditional case management with social media for synergistic customer support and satisfaction Read more. 1 2 3 4 5

Most Read CRM Software Reviews

	Salesforce.com CRM Review
	Salesforce.com is the cloud CRM movement pioneer. With its substantial size, it no longer leads the industry in terms of revenue growth, however, in absolute terms of SaaS CRM revenues, customer acquisitions and user subscriptions the company is the clear market share leader. In this Salesforce.com CRM review we examine strengths and weaknesses of an industry leader. More ...
	Microsoft Dynamics CRM Review
	Despite being a late entrant to the SaaS CRM software market, Microsoft has acquired more CRM customers than any other vendor in its limited period and is using its momentum to alter the market in terms of platform capabilities, ubiquitous deployment and subscription pricing. In this Microsoft Dynamics CRM review we examine how Microsoft intends to achieve a leadership position. More ...
	Oracle CRM On Demand Review
	When it comes to CRM in the cloud, the market has watched Oracle's near schizophrenic position regarding the validity of SaaS in the business software marketplace. But despite some initial reservations, Oracle has made up lost time, secured market share and advanced their Oracle CRM on Demand solution to earn a competitive leadership position in the cloud marketplace. More ...
	SAP Business ByDesign CRM Review
	With its on-premise SAP CRM product, SAP is arguably the CRM software industry leader. Now SAP looks to expand CRM market share in the cloud with its on-demand solution, Business ByDesign. This independent SAP Business ByDesign review goes in depth to assess competitive strengths, weaknesses and costs of the SAP CRM cloud solution. More ...

CRM Thought Leaders In Their Own Words

	The Lessons and Insights for Social CRM Success
	To tackle the frequent questions surrounding social CRM planning and adoption—such as how to get started, top benefits, performance metrics, critical success factors and factors contributing to failures—we went to the source. Paul is President of The 56 Group, blogger at PGreenblog and quite literally the guy who wrote the book on customer relationship management. More ...
	Key Considerations for Social CRM Strategies and Deployments
	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. More ...

Special Reports

	Two Special Reports Offering CRM Software Selection Insight A Best Practices Approach to CRM Software Selection The 7 Deadly Sins of SaaS CRM This How To Guide delivers best practices and proven steps to bring structure and predictability to the process, reduce risk and make the most informed CRM software decision. Read the Best Practices Approach to CRM Selection » With SaaS CRM continued growth comes continued challenges. We examine 7 SaaS CRM threats and missed opportunities and suggest mitigating strategies for each. Read The 7 Deadly Sins of SaaS CRM »

CRMsearchon

• REVIEWED
• READ
• RATED
• FEATURED

 
Making The Journey From CRM To Social CRM

A CRM Special Report

	Tag Cloud sfa   mobile crm   social crm   cloud computing   contact centers software reviews   open source crm lead management systems bloggers   international crm solutions   customer experience management crm implementation crm analytics crm industry software   crm blogs