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CRM Podcasts—CRM Thought Leaders In Their Own Words

4 stars
Anthony Lye Discusses CX Strategy and the Company's Unique Position with Oracle CX
Anthony Lye In this conversation with Anthony Lye, Oracle SVP, Cloud Applications Strategy, we discuss the objectives and factors pushing Customer Experience (CX) to the top of the board and CEO agenda as well as the underlying technologies, performance metrics and business challenges to be considered when deploying customer experience management programs.
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4 stars
Customer Experience—Engagement Morphing B2B & B2C Into P2P
Ray Wang In this podcast discussion, Constellation Research Group CEO and Principal Analyst Ray Wang shares the factors driving the business imperative for Customer Experience Management (CXM) along with the promises and pitfalls that may be afforded or avoided, and a framework to systemically adopt enabling technologies to support this customer management strategy.
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4 stars
The Objectives & Characteristics of Best In Class Contact Centers
Kate Leggett In this podcast discussion, Forrester's Kate Leggett discusses the characteristics of best in class contact centers, the factors causing an evolution from CRM to Customer Experience Management (CXM) and many of the disruptive technologies making their way into contact centers—including cloud systems, social CRM, voice of the customer programs, speech analytics and mobile.
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4 stars
CRM Strategy—Why CRM Fails and a 6 Step Approach to Success
Laurence Buchanan In this podcast discussion, Laurence Buchanan hones in on the critical success factors of effective CRM strategies. He shares how CRM strategies have evolved, why businesses fail in achieving their CRM objectives, how newer disruptive technologies can actually exacerbate CRM failures, and advises a 6 step approach to successfully implement a CRM strategy.
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4 stars
Revenue Disruption—Revenue Performance Management and the Cure for Revenue Dysfunction
Phil Fernandez Phil Fernandez, CEO of Marketo, squarely explains how a historical failure in sales and marketing alignment along with a disruptive change in the way buyers buy creates a revenue dysfunction that stifles revenue growth. In his new book, Revenue Disruption, he also shows how to cure this ill using new thinking and Revenue Performance Management.
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3.5 stars
Mobile CRM—Mobility and Social Team for Increased User Productivity
Rebecca Wettemann Rebecca Wettemann, VP and founding partner of Nucleus Research, published a research report that found adding mobile device access to CRM made sales people 14.6% more productive, adding social and mobile access together increased productivity by 26.4%, that 74% of organizations have enabled some form of mobile CRM access and that 67% of mobile CRM users use an iPhone.
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3.5 stars
CRM Strategy—A Data Driven Approach to Conceptual Objectives & Performance Refinements
Jeff Tanner Jeff Tanner, Associate Dean at Baylor University's School of Business and a founding partner of BPT Partners, advises that to develop a successful CRM strategy begin with conceptual objectives, prove and refine your theory in an operational mode, permit the results to hone the objectives in a way that strategy evolves from real-world actions, and then carry on a journey of continuous process improvement.
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3.5 stars
CRM Implementation Strategy—A Balance in Mitigating Risks & Maximizing Opportunity
Michael Krigsman Michael Krigsman, CEO of IT advisory firm Asuret and author of the ZDNet blog, IT Project Failures, helps put the alarming CRM failure statistics into perspective, shares risk mitigation strategies, provides insight on the critical success factors that lead to rewarding CRM deployments and offers advice on when and how to best leverage CRM consultants.
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3.5 stars
Enterprise Apps Going SaaS—Advice To Get Your Head In The Clouds
Martin Schneider Martin Schneider, Research Manager of Enterprise Software for 451 Research, shares why some business systems such as CRM have pioneered the enterprise software movement to the cloud, and why other applications such as ERP and HCM are following in very large numbers. He also discusses key cloud factors such as security, SLAs, portability, online marketplaces and vendor lock-in.
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3.5 stars
Contact Center CRM—How Cloud and Social Transition Contact Center Strategy & Delivery
Esteban Kolsky Esteban Kolsky, veteran CRM analyst and CEO of ThinkJar, discusses what makes CRM for contact centers different than CRM for other lines of business — and advises how new thinking and new technologies such as the cloud and social are influencing contact center strategy. This is a helpful discussion for aligning strategy, process and technology in the contact center.
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3.5 stars
All Things Cloud—CRM, ERP, HCM and the Journey to the Cloud
Michael Fauscette Michael Fauscette, Director of IDC's Software Business Solutions Group, shares research data, statistics and insight that demonstrate the factors that most influence cloud adoption by market segment and business benefit—and how IaaS, PaaS and SaaS are evolving to deliver new decision and relationship value to historically transactional business systems.
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3.5 stars
Sage CRM Solutions—And Their Adoption of Cloud, Mobility, Social & Analytics
Larry Ritter Larry Ritter, SVP and GM of global product management and marketing for Sage CRM Solutions, shares how the company is responding to trends toward the cloud, increased mobile CRM adoption, advances in CRM analytics, differences in CRM purchase criteria among SMBs and enterprise organizations—and how Sage is implementing a strategic branding strategy to achieve globally consistent recognition.
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4 stars
Mobile CRM—Converging Trends, Best Practices & A Recommended Deployment Approach
Bill Band Bill Band, VP and Principal Analyst of Forrester Research, shares findings and best practices from his recent mobile CRM research. He also discusses specific use cases and business processes empowered by mobility, describes a five step mobile implementation approach and identifies the pitfalls to mitigate when planning your mobile CRM deployment.
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3.5 stars
Customer Experience—Using Technology to Make CX Sustainable and Profitable
Vinay Iyer 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 using software technology and techniques in ways that make CX sustainable and profitable.
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4 stars
SAP Customer Line of Business Solutions SVP & GM, Anthony Leaper
Anthony Leaper 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.
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3.5 stars
SAP Business ByDesign Senior Director, Jim Daddario
Jim Daddario SAP Thought Leader and Senior Director at SAP Jim Daddario discusses SAP's cloud vision and Business ByDesign's customer markets, vertical solutions, top competitive advantages, mobility, go to market execution, what coming in the next release and how this cloud solution is playing a bigger role as a tier two strategy.
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3.5 stars
Microsoft CRM General Manager, Brad Wilson
Brad Wilson As the General Manager of product management and marketing for Microsoft Dynamics CRM, Brad is responsible for driving awareness, demand and revenue on a global basis. In this conversation, we discuss new releases—including social CRM—and flush out Microsoft's CRM positioning as well as several Dynamics CRM and CRM online competitive advantages.
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3.5 stars
Beagle Research Managing Principal, Denis Pombriant
Denis Pombriant Denis describes the symbiotic relationship between Customer Relationship Management (CRM) and Customer Experience Management (CXM), and offers some practical advice and industry examples for those planning to implement a CX program—including CX facets such as psychological factors and the prevalence of buyers who make business decisions based on emotional reasons.
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3.5 stars
Social CRM Thought Leader, Brent Leary
Brent Leary Brent discusses key considerations for Social CRM strategies and deployments and 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.
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4 stars
CRM Thought Leader, Paul Greenberg
Anthony Lye 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 & ZDNet's Social CRM, and quite literally the guy who wrote the book on customer relationship management.
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4 stars
Senior VP of Oracle CRM, Anthony Lye
Anthony Lye Anthony Lye is responsible for Oracle CRM On Premise and Oracle CRM On Demand, CRM on Demand operations and Oracle's own deployment of CRM. He's a veteran of the CRM software industry and is equal parts strategist and spokesman. Here he explains Oracle's new strategies—including the Oracle Public Cloud, Oracle Social Network and relationship of CRM on Demand and Fusion CRM.
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3.5 stars
Strativity CEO, Lior Arussy
Lior Arussy In this podcast, Lior shares several critical success factors when planning or implementing a customer experience program. And he should know. Lior is the foremost authority in this topic, has published over 100 articles, including for the Harvard Business Review, and is the author of 5 books, including his newest, Customer Experience Strategy – The Complete Guide From Innovation to Execution.
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4 stars
SugarCRM CEO, Larry Augustin
Larry Augustin, SugarCRM SugarCRM is the undeniable open source CRM software leader. However, SugarCRM CEO Larry Augustin aims to make the company a CRM software leader beyond the open source platform. In this conversation, he shares the vision, business strategy, strengths and differentiators of Sugar CRM in an increasingly crowded CRM software marketplace.
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4 stars
Eloqua CEO, Joe Payne
Joe Payne, Eloqua Leveraging culture as a predecessor and highly synergistic compliment to business strategy, implementing a go to market business model based on continuous customer success and championing the best practices of the most successful customers for the benefit of all customers are just a few of the actions of industry leader Eloqua, and its tenured CEO, Joe Payne.
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3.5 stars
Eval-Source CEO, Dylan Persaud
Dylan Persaud Dylan Persaud is the Managing Director of Eval-Source, an independent business software strategy and software selection consultancy based in Toronto, Ontario. Dylan is an industry veteran, and prior to Eval-Source, held analyst roles for IBM Global Services, Technology Evaluation Centers and IDC. In this discussion, Dylan offers insights and lessons regarding CRM software selection projects.
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4 stars
Annuitas CEO, Carlos Hidalgo
Carlos Hidalgo The Marketing Automation Institute (MAI) is a community for marketing automation end users who want to maximize the ROI from their marketing automation investment. Carlos Hidalgo, CEO of The Annuitas Group and Executive Director for the newly formed MAI explains the vision, purpose and benefits behind this focused community.
   

 

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