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.
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.
William (Bill) Band, VP and Principal Analyst for Forrester Research, shares highlights 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 deployment approach and identifies the pitfalls to mitigate when planning your mobile CRM project.
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.