Wednesday - May 7, 2008
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community. There's at least one place, though, where community-oriented techniques not only work, but also can have a lot to do with profit and loss. I am referring to the forecast -- not just the revenue forecast, but the business forecast. What's the difference? Glad you asked.
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Sunday - May 4, 2008
Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage.
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Thursday - May 1, 2008
Pharmaceutical companies manage large quantities of content about their product lines. However, unlike other industries, the challenge of managing this information is exacerbated by regulatory and compliance demands and the need to manage information from multiple "touch points" across a diverse customer base including patients, healthcare providers and others.
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Tuesday - April 29, 2008
Fittingly, the Google-Salesforce.com tie-up is many things to many people. The message for the larger industry is that CRM has to make room for collaboration in its suite set, says Rebecca Wetteman, vice president of Nucleus Research. "It is no longer just about the workflow -- it is about getting the right people together to solve a problem or address an issue."
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Sunday - April 27, 2008
Look closely at any effective customer relationship management strategy. Look beyond the technology, beyond the hype, and what will you see? What you'll see is a company that knows how to effectively communicate with its customers. Ask yourself, "What do CRM solutions actually do?" To put it very simply, they collect and manage customer information.
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Thursday - April 24, 2008
Law firms stand to gain as much as anyone from the advances being made when it comes to CRM systems, and CRM software providers are keen to fill this potentially lucrative market niche. LexisNexis, Microsoft and Salesforce.com are among the firms out there offering CRM systems specifically geared for professional services organizations.
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Wednesday - April 23, 2008
It's a common management idea that there are only three possible problem areas in a business: technical skill, values and behaviors, or organizational systems -- but the last point may only really make sense once you've actually tried running a company yourself.
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Saturday - April 19, 2008
I recently got a chance to speak with Jim Smith, vice president and general manager of Avaya's customer service applications division, about Avaya's launch of the Communication Manager 5.0 solution, which the company has positioned as a more cost-efficient and reliable way to implement end-to-end SIP in the contact center.
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Tuesday - April 15, 2008
If you are in London on April 24th, you might want to check out the next monthly VRM Hub meeting. What is VRM, you wonder? For starters, VRM, or vendor relationship management, is the brainchild of Doc Searls, senior editor of Linux Journal and co-author of The Cluetrain Manifesto.
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Monday - April 14, 2008
Salesforce.com and Google have announced the rollout of Salesforce for Google Apps, a product that combines Google's budding suite of productivity applications with the ubiquitous on-demand customer relationship management application. The two are already collaborators on Salesforce Group Edition featuring Google Adwords.
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Sunday - April 13, 2008
Here's a great anecdote: At one international call center, an agent was (after a time) discovered to be ending each customer call with the words "I love you." When his supervisor finally intervened and asked him for an explanation, he stated that he had wanted to show customers that he cared.
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