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The 5 Worst Blunders of CRM-Destroying Execs
September 09, 2014
One of the CRM secrets to success is executive buy-in. That typically means the support of a high-level executive for the deployment and use of CRM technology. That executive often is an SVP of sales, or maybe a chief revenue officer or a CMO. The support of multiple executive roles is critical to implementing and supporting a CRM strategy. Having the buy-in of one executive is not enough.
Salesforce's Investment Bodes Well for the Mobile IoC
September 08, 2014
Salesforce.com's vision of the Internet of Customers is getting clearer, and it has a decidedly mobile orientation. The company on Monday announced the launched the Salesforce1 Fund -- a dedicated fund in its newly renamed investment unit, now called "Salesforce Ventures" -- that will pour $100 million into companies building mobile apps and connected products based on the Salesforce1 Platform.
Stop Missing the Big Goal
August 29, 2014
Why do you go to work each day? Some people may claim it's love of the work. What they do is so rewarding and wonderful that they'd do it for free. "Don't tell my boss!" they joke. Hardy-har. However, even the most fulfilled, self-actualized and altruistic person lives and works in a world where money talks. It takes money to keep a roof over your head and food on the table.
Evolving CRM
August 26, 2014
The CRM Evolution conference held last week in New York was interesting for multiple reasons. Most importantly, perhaps, is the perception that the market is moving into a higher gear, slipping past the restraints of a recession that would not quit. Good things are in store for the industry, I think, as buyers step up their games and vendors unleash a passel of new solutions.
Qvidian Upgrades Help Sales Pros Pick Up the Pace
August 25, 2014
Qvidian has updated its Sales Playbooks & Analytics platform with features that help reps do a better job of gleaning pertinent information from the buyer in the initial sales approach. It then incorporates that information into the CRM system. Other enhancements are aimed at helping sales reps respond to buyers' questions on the fly by serving up relevant information during the back and forth.
Moving the Sales Needle
August 20, 2014
Apttus and Adobe Echosign earlier this year conducted a survey of more than 100 Fortune 1000 sales leaders, focusing on perennial blind spots for sales managers. Among their just-released findings: One in four companies don't have sufficient KPI insights for average pipeline multiple, deal size, quote-to-cash cycle time and win rate; and four out of 10 take three days or more to generate a quote.
Google Pinpoints Ads That Get Customers on the Horn
August 19, 2014
Google has launched a new service that lets advertisers track their ads' success at generating phone calls following user clicks. Website Call Conversions is designed to help marketers tweak their online ads to prompt more valuable phone inquiries. The tool works by generating a unique phone number that appears on a company's website after a user arrives there by clicking on an ad.
Gryphon Sales Intelligence Analyzes KPIs
August 18, 2014
Gryphon Networks has had a presence in the sales intelligence and marketing compliance space for several years, primarily working through carriers. About two years ago, however, it tweaked its direction after CEO Jeffrey Fotta noticed a curious fact during a client call. The client was a national insurance provider that had some 8,000 reps using the Gryphon system for compliance.
Infor Aims to Fill a Gap With Saleslogix
August 15, 2014
Infor, a provider of business application software and cloud services, has agreed to acquire Saleslogix, a CRM application that is currently owned by Swiftpage. The transaction is expected to close in the coming weeks. Financial details were not disclosed. For Swiftpage, the reason for the sale is straightforward: It allows it to focus on ACT!, a less-complex CRM application.
Sales Forecast Dynamics
August 06, 2014
Take a look at almost any sales software on the market, and you'll find the vendor's claim that the product accelerates the sales process. It's a given. For years, we've been trying to achieve this acceleration, and we've been succeeding. The only problem with this approach is that it can't go on forever. It's a form of expecting infinite growth based on limited resources.
Qstream Runs Broader and Deeper
August 05, 2014
Qstream, which has developed a gamification-based app to help sales reps learn complex sales-related content, has broadened and deepened its functionality so the platform can be used in new scenarios. It has expanded the types of situations in which a company can use its Qstream license, said CEO Duncan Lennox, because it has proven to be wildly popular with companies beset by a common problem.
Sales Reach: A Marketing Tool for Reps
July 30, 2014
I was impressed by the announcement by Salesforce.com last week of a new product combination it calls "Sales Reach." It's supposed to be a mashup of sorts between Sales Cloud, Pardot and Communities functionality that helps reps run micro-campaigns, perform nurturing and develop communities. As someone who once carried a bag for a living, my reaction was, "Oh happy day!"
Tellwise's Smart Messages Creates Buyer-Friendly Collaborative Environment
July 28, 2014
Tellwise, a two-and-a-half year old startup, has introduced Smart Messages, a new collaboration platform for sales reps to target prospects. The multichannel platform comes equipped with such tools as intelligent notifications, behavioral analytics and mobile functionality. Smart Messages is the culmination of the vision of Tellwise's cofounders, all of whom are former Microsoft engineers.
6 Ways to Hone Your Lead-Scoring Skills
July 25, 2014
Your company has a CRM system that employees love and use regularly, and marketing automation tools to help streamline and automate all of your online marketing activities. That's a great start, but did you know that most marketing qualified leads -- perhaps more than 94 percent -- don't convert to paid customers? That doesn't mean your sales and marketing information systems aren't working.
How Many Pipelines Do You Have?
July 16, 2014
It's general practice to have multiple sales forecasts, and that typically means low and upside potential as well as what's committed -- but the idea of teasing those threads apart only at forecasting time might no longer applicable. Long before you compile a forecast, you have a good idea of which deals might be prone to a typical divergence -- so it makes sense to group like with like.
Why CEX Thinking Stimulates Indirect Sales
July 10, 2014
As much as we may wax on about engaging, enchanting and delighting our customers, most of them are not expecting such an experience. In most cases, their purchase is prelude to something else pleasurable, if the purchase is B2C -- or profitable, if it's B2B. If there's some service they're purchasing in addition to a product, then experience becomes very important.
Break the Language Barrier by Learning Your Customers' Native Tongues
June 19, 2014
If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian who refuses to speak English. The idea is that Parisians know how -- but they won't -- and they turn up their noses at anyone who won't speak French. In my experience, that stereotype is largely wrong -- if you make an effort to communicate in any way, most Parisians are perfectly friendly.
You Can Improve Your Sales Forecast
June 18, 2014
I don't know anyone who was ever great at sales forecasting. This is not to say that it can't be done, but it's a hard problem -- like forecasting the weather. Today, we can get weather forecasts for many days in advance with temperatures accurate within a few degrees, because we've invested in many data gathering and analysis tools like satellites, computer modeling and analytics.
Conspiracy of Culture: 5 Contributors to CRM Failure
June 12, 2014
Most companies of any size have a CRM application. Every company says it wants to build great relationships with its customers. Almost as many businesses say they want to be "customer-centric." However, as any customer can tell you, the companies that attain these goals are few and far between. What is it that's keeping businesses from doing what they know they need to do? It's not one thing.
Cloud Providers Profit by Serving Nonprofits
June 06, 2014
One of the sure signs of a maturing company, or even an entire industry, is the ability to offer free services to nonprofit organizations in order to demonstrate benevolence. However, such charitable acts aren't just about being altruistic. As a growing number of cloud providers are discovering, there are plenty of new revenue and profit opportunities in the nonprofit sector.
Subscription Economy Gold: Retention
June 05, 2014
The idea of the subscription economy is not new -- at least not to anyone who's familiar with the idea of software as a service -- but it's an idea that can sneak up on businesses. Many in the SaaS space started as more traditional vendors that saw subscriptions as simply a different delivery mechanism and a way to reach customers who couldn't afford massive upfront cash layouts.
What's the Future of Selling?
June 04, 2014
I think about the future -- perhaps too much. I recently read Jeremy Rifkin's new book, The Zero Marginal Cost Society: The Internet of Things, the Collaborative Commons, and the Eclipse of Capitalism, and it made me think about the future of work. Rifkin's thesis is that automation is taking on more and more jobs that once were thought to be the province of skilled labor.

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