OpManager: A single console to manage your complete IT infrastructure. Click here for a 30-day free trial.
Welcome Guest | Sign In
LinuxInsider.com
Adding Channels Won't Fix Broken Customer Service
March 07, 2014
Technology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email and sometimes social media channels. They all have their own nuances, and they all place specific demands on your staff. The problem is that a new channel won't fix what's causing other channels to fail.
The Order to Cash Subscription Process
March 05, 2014
Subscription companies face many of the same challenges that more conventional companies face, but the nature of these businesses puts an entirely different spin on the challenges. All companies have to acquire new customers, make products and price them attractively without leaving money on the table. Once a product is purchased, a company needs to get the cash in house as quickly as possible.
4 Ways to Waste Great Marketing Opportunities
February 28, 2014
CRM has always purported to be about relationships, but it's often used primarily for sales. That's kind of a good news, bad news situation. The bad news first: CRM got a bad rap when it didn't become a sales panacea (mostly for adoption issues). The good news: It exposed a void in the mix that marketing automation rushed to fill. The key to successful relationships is communication.
Big Data and the Process Revolution
February 26, 2014
A wave of change is now making its way through the front office with uneven results. CRM is moving from a data capture and retrieval solution to something that supports end-to-end processes -- and as with ERP, data analysis is helping to improve what once were purely manual processes. The trick is in producing knowledge from data. Alone, data is useless.
The Customer Experience Jury Is In
February 21, 2014
There are lots of purchases we make because we're forced to make them -- something we need breaks, or an outside entity requires us to buy something. We're not buying because we want to, or even because the purchase will make our business run better -- we have to buy. A lot of providers of these absolute must-have products and services don't emphasize the experience aspect of what they do.
Transition State
February 20, 2014
The CRM market appears to be experiencing a transition state -- something betwixt and between, a time of high energy and great possibility, above all a time of change. A ball bouncing around a spinning roulette wheel is in a transition state; chemical reactions go through transition states as reactants become products. The key concept is indeterminacy.
Completeness Is the New Black
February 12, 2014
Are we collecting enough data? It seems like a weird question given the glut of it at most companies, and perhaps it is. Perhaps a better question is, are we collecting the right data? We could get into a long philosophical discussion of just what the right data is, but that would only happen if we made the mistake of thinking all data was the same.
'Nontraditional' Is the Name of the New CRM Game
February 10, 2014
Fueled by its recent infusion of $40 million by Goldman Sachs to invest in sales and marketing, SugarCRM plans to focus on "the nontraditional use of CRM," said VP of Marketing Jennifer Stagnaro. "That is, we plan to go beyond the traditional uses of sales force automation and customer service and marketing automation," she said, noting that nontraditional uses of CRM are on the rise.
Looking for Customer Love in All the Right Places
February 07, 2014
If you're a vendor, the idea of providing visibility is a winning notion. It's what's driven social CRM-related software tools and analytics to their current prominence within the market, and it's why the "Internet of Things" is so alluring. The problem that these technologies purportedly solve is a lack of visibility -- that is, the inability to understand what's going on with customers.
Google Glass Could Bring CRM Into Focus
February 06, 2014
Google last week debuted several trendy eyeglass frames for Glass, shedding its dorky look while accommodating prescription lenses. The more natural look means consumers likely will be more accepting of Glass once it becomes generally available -- assuming the price is right. The new Glass frames and support for corrective lenses are also a boon for CRM.
Oracle Calls Out Amazon, Salesforce
February 03, 2014
Oracle CEO Larry Ellison said last week that IBM and SAP were no longer in his gun sights. Instead, Oracle is focusing on cloud infrastructure companies such as Amazon and SaaS providers such as Salesforce.com. However, Oracle is "kidding itself" if it thinks it can crack the IaaS/PaaS market any time soon, said Synergy Research Group's John Dinsdale.
Give Customers a Buying Experience They Can't Resist
January 31, 2014
When people talk about the customer experience, the thinking gets lofty quickly. The word "delight" is dropped a lot, people cite things like the American Girl Store or Nordstrom -- and soon over-the-top seems like what the norm should be. The experiences provided by the very best at creating experiences are great because they fit their product, their customers, and the objectives of both groups.
Mobile CRM's Great Big Internet of Things Challenge
January 30, 2014
Shortly after Google's $3.2 billion acquisition of Nest was announced, Nest CEO Tony Fadell felt obliged to clarify something for its users: Any changes to the company's privacy policy would be opt-in. Also, Nest would be transparent about those changes, he said. It's questionable whether Fadell can keep such a promise, though, unless it's written into the deal.
4 Processes for Turning Customer Ire Into Loyalty
January 24, 2014
If you're in business, you're going to face a customer relationship issue that's your fault. It happens. We're human -- and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service reps. Customer service reps end up apologizing a lot in these situations.
Subscriptions in the Enterprise
January 22, 2014
Curiously, subscriptions and platforms have grown up together, even though neither is yet a necessary or sufficient requisite of the other. ZipCar and its ilk don't have formal platforms and the idea is not relevant to their models. Wireless vendors all have homegrown platforms -- primarily to run their Byzantine pricing and billing models -- and that's still off center.
Winning the CRM Race
January 17, 2014
"Customers do not want a relationship with your business, they want the benefits a relationship can offer to them." Mitch Lieberman, managing partner at DRI and an all-around bright thinker, first said this around 2009. He wasn't trying to smash anyone's illusions about the value of CRM. He was trying to reset business' thinking back to reality about the nature of buyer-seller relationships.
The Year of...
January 15, 2014
There are some good reasons to consider platform's primacy in our thinking. Platform makes sense from both vendor and customer perspectives. For vendors, platform rebuilds the walled gardens that were prevalent back when compilers and databases drove things. For customers, platforms and their ecosystem partners offer a reasonably robust environment for doing most of their business processing.
CRM's Collaboration Conundrum
January 07, 2014
CRM has gained significant attention and adoption among businesses eager to enhance their processes for building and maintaining customer relationships, thanks to industry visionaries such as Salesforce, Oracle and Microsoft. However, there's a major element of effective sales strategy that CRM systems neglect to address: collaboration. True collaboration requires more than data.
Will 2014 Be the Year Mobile CRM Goes Omni-Channel?
January 06, 2014
There was no end to the enterprise interest in mobile CRM in 2013. From apps to innovative text marketing campaigns to self-service tablet applications for B2B industries, companies were gleefully trying out new pilots and experimenting with new technologies. Why? Simply this: Computing has reached an inflection point. Desktops are just one vehicle offering access to the Internet.
Teach Your Channel Partners Well
December 20, 2013
Companies that sell direct have it easy. They have control over hiring their salespeople, control over marketing messages, and control over service and support. There's only one entity to blame if the buyer's unhappy, and that's the seller. When you mix in an indirect channel, however, things get a little more difficult. Now a third party has an impact on the buyer's satisfaction as well.
CFPB Suit Targets Predatory Online Lending Practices
December 19, 2013
The Consumer Finance Protection Bureau this week put online finance companies on notice that it will not overlook them merely because they operate in cyberspace. Specifically, the bureau sued CashCall for collecting money consumers allegedly did not owe. In its suit, the bureau charged that CashCall and its affiliates engaged in unfair, deceptive, and abusive practices.
Community Will Steal the CRM Show in 2014
December 18, 2013
Once a year I write a post that tries to predict some of the big happenings of the year ahead. The success of these efforts relies on clear thinking and objectivity -- trying to figure out what will come to pass rather than what I want to see happen. It's hard, but thankfully no one ever checks up on me a year later. First, let's take a look at the general economic outlook.

See More Articles in Strategy Section >>
Facebook Twitter LinkedIn Google+ RSS