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4.5 stars
How CRM Software Automates the Delivery of Customer Experiences
CRM Customer Journey Customer-centric businesses research, map and automate customer interactions in order to deliver consistent, predictable, rewarding and memorable customer experiences. However, it's easy to get overwhelmed when trying to identify all the possible customer journeys. Fortunately, that's not necessary. Research shows that 20% of customer journeys often account for up to 70-80% of occurrences.
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4 stars
The Top Reasons CRM Fails
CRM Fail Analyst firms report that 30-50%+ of all CRM deployments fail to achieve their objectives or fail outright. As CRM is a 23 year old industry, and these CRM failure reports repeat themselves year after year, the statistics are cause for proactive risk analysis and mitigating measures. Here are the top causes of CRM failures, and the preemptive measures that can prevent, mitigate or respond to these challenges.
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3.5 stars
Dynamics 365 — The Future of Microsoft Dynamics
Dynamics 365 Microsoft Dynamics 365 is the new brand for Dynamics AX and Dynamics CRM. While the ERP and CRM software hasn't actually changed, Microsoft is promoting a new business software strategy and roadmap which morphs previously departmental solutions into a broader platform of enterprise-wide cloud business applications.
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4 stars
Agile versus Waterfall CRM Implementation Methods
Agile or Waterfall for CRM Waterfall deployment methods remain the norm, but agile methods such as Scrum offer some unique capabilities to improve CRM software implementation success. It’s important to recognize there is no one size fits all CRM implementation methodology. Here are the key advantages, disadvantages and differences between these competing approaches.
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4 stars
A 10 Step Change Management Framework That Works
CRM Change Management CRM software implementations move staff away from the status quo and outside their comfort zone. If resistance to change goes unaddressed, the hidden agendas and failure to embrace the needed change will challenge the project, and likely result in time and cost overruns. Here is a 10 step change management framework to reduce risk and improve your CRM implementation.
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4.5 stars
The Future of CRM Software
The Future of CRM The next generation of CRM software is needed for two reasons. First, businesses need new strategies and supporting technologies to respond to more empowered customers. Second, CRM software is a 23 year old customer data management technology that lies somewhere between mature and commoditized. It's time for a technology refresh. Here's what's needed for the future of CRM software.
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3.5 stars
Best Practices to Rally CRM User Adoption
CRM User Adoption User adoption is a perennial challenge with CRM software deployments. Slow or low user adoption is a top cited contributing factor to CRM deployments that fail to achieve their objectives, or just fail outright. Here are the top CRM best practices designed to counter CRM user adoption challenges and get more payback on your technology investment.
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4 stars
How to Design CRM for the User Experience
CRM User Experience Successful CRM user experiences increase CRM application utilization which leads to better data input, more process automation, enhanced information reporting and a much bigger payback on your CRM software investment. But achieving CRM user experience objectives is hard. Here's a proven approach and some best practices to achieve the elusive CRM user experience benefits.
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3.5 stars
How To Succeed with a Voice of the Customer Program
Voice of the Customer Getting an accurate and complete Voice of the Customer (VoC) is a pre-requisite to designing any successful customer strategy. However, most organizations struggle with creating an automated VoC program that crosses departments and bridges data siloes. Here is a 10 step framework to implement a VoC program for improvements to customer loyalty, customer spend, customer share and retention.
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3.5 stars
The Strategic Importance of Measuring Customer Lifetime Value
Customer Lifetime Value Customer Lifetime Value (CLV) is a forward looking performance measure that identifies customer value and upside potential, and can be leveraged to increase customer share, customer retention, margin improvement and top line revenues. But few business leaders harness this metric. Here's how to calculate CLV and put this measure to strategic use.
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3.5 stars
Mobile CRM – Why it Fails, and How to Succeed
Mobile CRM Despite a spectacular rise in smartphone and tablet adoption, mobile CRM remains sporadic and under-utilized for most businesses, and of the few mobile CRM adopters, most fail to achieve sustained user adoption and a positive ROI. Here I examine the disconnect between mobility and CRM, why so many mobile deployments don’t go well and how to achieve mobile CRM success.
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3.5 stars
Best Practices in Sales Pipeline Management
Sales Pipeline Sales pipeline management and optimization are tasks that many sales managers have left unchanged for years—which is unfortunate as even small adjustments in pipeline management can yield substantive growth to top line revenues. Here’s some thoughts to revisit this critical business process and some best practices in sales pipeline design, operation and maintenance.
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3.5 stars
Retail CRM (Finally) Comes of Age
Retail CRM For the first time since the term "CRM" emerged in 1992, retailers are adopting CRM, or more specifically Retail CRM as the underlying platform to enable retail strategies such as omni-channel communications, customer experience management, social media engagement, loyalty programs, retail marketing automation and mobility. Here's why they're doing it now, and advice in how to do it right.
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3.5 stars
The Business Mandate For Customer Experience (CX) Management
Customer Experience Customer Experience (CX) has become the go-to strategy to satisfy increasing customer demands, deliver consistent and rewarding service, retain customers and grow profitable customer relationships. The business strategy is well understood, but the execution is complex and many times elusive. Here we examine the business problem and share a proven framework to deploy a CX strategy.
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3.5 stars
The Business Case For An Integrated Revenue Cycle
Revenue Cycle When companies move beyond just a sales cycle and get to a complete lead to customer revenue cycle, they more effectively advance those leads through the pipe, increase sales wins, grow customer acquisitions and earn more revenues. But getting there isn't easy. Here we share the business case, along with a proven framework, to achieve an integrated revenue cycle.
 

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