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The Terrifying Numbers Behind a Whopping Marketing Failure
November 17, 2014
There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner of the back of your mind. What's really distressing? Numbers. Numbers are really scary -- specifically, the numbers around things marketers know they should be doing but aren't.
Journey Map
November 12, 2014
The journey map and the tools used to make one might be the sleeper part of CRM in the year or two in front of us. The reason is simple: Journey maps enable you to figure out your processes, and they are useful in much more than just marketing. The key element of the emerging customer science idea is that the random and highly reactive approach to front-office business rapidly is being eliminated.
5 Promises CRM Can't Keep
November 10, 2014
Don't get me wrong -- I think very highly of CRM. I've been making a living writing about it for almost a decade, and I would highly recommend it to anyone. Still, covering CRM is a little bit like writing an honest biography of a complex person. Yes, there were moments when your subject achieved great things and was covered in glory, but there were also times when he didn't behave so well.
Cortana Goes to Work for Microsoft Dynamics CRM Users
November 05, 2014
Microsoft on Tuesday announced a slew of new features and functionality for Microsoft Dynamics CRM. One of the most striking is the addition of Cortana, Microsoft's intelligent personal assistant. The company also added the ability to create predefined and configurable processes using branching logic, near real-time calculations and roll-ups for business information, and client API enhancements.
A Customer Experience Secret Weapon
October 31, 2014
There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to save money by making an internal process more productive or to increase the amount being sold to the customer usually impacts the customer experience for the worse. A notable exception is CPQ software.
Analyzing Big Data
October 29, 2014
Xactly continues its pioneering ways by analyzing anonymous data collected by its customers in compensation management. If you aren't familiar with the company's groundbreaking market analysis, you might be in for a treat. Its approach is relatively simple but extremely powerful. With the permission of the data owners, Xactly strips out identifying information and conducts sophisticated analyses.
Tact Premium Goes With the Flow
October 27, 2014
Tactile has debuted Tact Premium, a paid version of its Tact for Salesforce CRM mobile app, that offers ramped-up functionality. Tactile showed it off earlier this month during Salesforce.com's annual Dreamforce show. "The biggest challenge with CRM systems is that they do not follow how a typical sales person goes through his or her day. We have solved that problem," claimed CEO Chuck Ganapathi.
CRM Selection: Getting Requirements to Reflect Reality
October 24, 2014
Perhaps the most important thing you can do before buying business software is to understand what you really want. Software is different from buying a car -- a physical thing you can inspect and whose operation you understand. It's different from buying a commodity, whose characteristics are already clear and there's little variation from purchase to purchase.
Aviso Helps Sales Managers ID the Real Deals
October 20, 2014
Aviso has launched its first product, Aviso Insights. It is a sales forecasting analytics tool that uses machine learning and portfolio management frameworks to help sales managers answer a fundamental question: What deals can I expect to close this quarter? The application has a mix of features that allow a manager to forecast, analyze and prioritize leads in the pipeline.
SalesMesh Bridges Rep-Corporate Information Gap
October 15, 2014
AppMesh recently came out of the gate with Version 2.0 of its flagship product, SalesMesh -- a major leap in functionality. "CRM has made a lot of advances over the years," said cofounder Thomas Tobin. "What it hasn't addressed, however, are the needs of reps as individuals." Problem areas range from cumbersome and repetitive manual entry of data, to keeping track of conversations and leads.
Shooting for Sales? Give Marketing the Right Weapons
October 10, 2014
The old saw is that sales is a numbers game. That's kind of true -- but less so every passing year. In reality, it's becoming a productivity game: How can we make the sales people in our businesses as productive as possible? The key is to make marketing people as productive as possible, too -- which they're becoming, thanks to the advent of better software and smarter ways of using it.
Salesforce.com Debuts Faster, Smarter Social and Mobile Tools
October 07, 2014
Salesforce.com on Tuesday unveiled two new products: Sales Cloud1 and Service Cloud1. The company has a long history of product offerings in these areas, but these new iterations have been designed to address the radical changes in the sales and service space -- namely, the emergence of social and mobile. They also are primed for action when the Internet of Things goes mainstream.
5 Ways Data Denial Hurts Marketing and Sales
October 06, 2014
Other parts of business have reoriented around data, but sales and marketing have been allowed to function as though they're black arts, with their practitioners going about their trades mysteriously, doing things for reasons only they know. Sometimes the result is a great quarter. Other times, not so much. Sales and marketing generate metrics, but many managers rely on instinct and experience.
Debunking the Lead Numbers Myth
September 29, 2014
Sales people love leads. They want lots of them, and they want them now. The more leads, the more money -- because sales is a numbers game, right? Well, yes and no. Some believe in an equation that says X number of leads will produce Y number of closed deals. If you make X greater, Y will be greater, too, right? That's a quaint thought, but it's not the way it works.
The New Forecasting Era
September 24, 2014
Sales forecasting never has been easy, and over time it has gotten a lot harder. This brings up a couple of points that every sales manager and CEO has to deal with: how to forecast deals and how to track them. Forecasting has gone through several generations of approaches that have been tied directly to sales practices. Unfortunately, some of us have been reticent to change practices.
The Growing Allure of E-Commerce Systems Integration
September 24, 2014
The power of e-commerce lies in the simplicity and ease of use delivered to customers. Giving customers the ability to quickly find a product, buy it and have it delivered -- without visiting a store or even speak with a salesperson -- lets companies sell on a massive scale with little overhead. However, behind the simple purchasing process that the customer sees is a very complex set of systems.
Giving Your B2B Customers an Experience That Fits
September 23, 2014
Just as businesses used to fool themselves into believing they controlled the customer conversation, many businesses today think they define the customer experience. They think that by assembling the right combination of processes, environment and people, they can develop an experience that will delight the customer. The B2B customer, however, typically has a well-defined experience in mind.
IBM's Watson May Change the Face of Business Analytics
September 17, 2014
IBM on Tuesday announced Watson Analytics, a natural language-based cognitive service designed to provide businesses with instant access to powerful predictive and visual analytics tools. It runs on desktop PCs and mobile devices. Watson Analytics automates data preparation, predictive analysis, and visual storytelling for business professionals in data-intensive areas such as marketing and sales.
Microsoft Dynamics CRM 2015 Tears Down Sales, Marketing Walls
September 16, 2014
Microsoft on Tuesday unveiled Microsoft Dynamics CRM 2015, along with updates to Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing. All will be generally available in the fourth quarter of this year. This release will focus on knitting together the sales and marketing functions. The goal is to provide users of the app with more opportunities for collaboration.
Analytics: The Tie That Binds Sales and Marketing
September 15, 2014
If you want to make an old-school salesperson flinch, just bring up the idea of data-driven selling in conversation. To sales pros, especially those who started in the game more than 10 years ago, the idea of data driving the sale is sacrilege. It minimizes the sales person's talent, and it suggests that sales are driven by a bunch of desk bound propeller-heads who never talk to customers.
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.

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