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Wednesday - April 2, 2014
After many years, I think I can boil down CRM to this: Vendors prepare for transactions but customers expect process. Of course, this demands elaboration and neither of these ideas is stationary. The desire for better processes evolves as customers and markets do, and transactions become more sophisticated as vendors play catch-up with their markets. You can also say that a transaction is simply the logical endpoint of a process, at least most of the time -- and yes, transactions don't always involve money. [More...]

Tuesday - April 1, 2014
Two of the most hotly debated issues surrounding the future of m-commerce are these: 1) How quickly will it grow when consumers finally begin to accept the idea of a mobile wallet? and 2) When, exactly, are they going to start accepting it? There are myriad answers to those questions, including when security fears can be allayed, and when mobile payments offer more value than using a credit card. [More...]

Monday - March 31, 2014
Inbound marketing is an essential part of an online brand promotion strategy. It lets you target your audience directly and draw them in. Inbound marketing is the process of getting customers to come to your store before you try to sell them anything. Inbound marketing for e-commerce is no different. Give customers a reason to come to your site, and they're likely to return when ready to buy. [More...]

Thursday - March 27, 2014
I started writing about service as a magazine editor back in the last century -- well, 1996, if you want to be specific -- but it might as well have been in the days of hula hoops and big fins on Fords. Service practices for telephone companies -- and for all utilities -- were still rudimentary, and they weren't getting any better. The telecom act of 1996 opened up competition. [More...]

Wednesday - March 26, 2014
Everyone in business claims to want to listen to the voice of the customer. It's a noncontroversial issue, but the approaches are all over the map. There is little consistency -- and truthfully, many vendors do a poor job of it. Capturing customer feedback always has been a challenge for conventional vendors because they have to generate new processes to reach out to customers. [More...]

Tuesday - March 25, 2014
Chris remembered his mom fumbling for her keys as she stepped out of the house, quickly locking the door and dashing toward the car. They were off to shop. Chris felt this to be a very clichéd way of shopping and always dreamt of an easier way to shop with less hassle. Jane, experiencing a very similar drill, never hated it once. Over decades, the experience of shopping has taken many forms. [More...]

Monday - March 24, 2014
Earlier this year, during the Mobile World Congress, Jon Matonis, executive director of the Bitcoin Foundation, made a compelling argument for the use of bitcoin in mobile payment applications. Mobile payments have not made the traction many expected they would -- but bitcoin could neatly circumvents all of the obstacles that have held them back, Matonis explained. [More...]

Friday - March 21, 2014
CRM is sometimes described as the place where all your customer data resides. That's a nice image -- all that helpful data, chilling in its own hangout. That data works for you, though -- if you're just storing it, it isn't helpful. It's important to think about what you want to do with and learn from that data. We talk a lot about what we want to do -- less about what we should learn. [More...]

Thursday - March 20, 2014
Avaya has rolled out an upgraded CEM platform with two new major components: the proactive outreach manager and intelligent customer routing. The common theme in this product's enhancement is the unification of inbound and outbound customer engagement with self service across any media, explained Avaya's Cory Glover, senior manager in the customer experience solutions marketing team. [More...]

Wednesday - March 19, 2014
Sales people have been demanding better leads for a long time, and marketing today is in a position to provide them. At the same time, marketers have discovered that the kind of data they collect is as important as its volume. Marketers need to provide rich prospect profiles that answer many of sales people's most important questions: Is there a need? a budget? an executive sponsor? [More...]

Monday - March 17, 2014
As tricky as CRM seems, it's nothing compared to managing relationships with indirect channel partners. I often joke that it's CRM to the second power: You must not only manage the CRM tasks you always needed to do to create a relationship with end customers, but also enable partners to sell, service and support on your behalf. When it comes to selling, reseller partners are motivated. [More...]

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