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July 13, 2020
employee engagement and productivity
A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall company performance. [More...]

July 6, 2020
large b2c firms failing at customer response
A company's ability to answer customer questions and resolve problems has become as essential as product, quality, and price. When customers are ignored, or given the impression they are unimportant by slow response times, the consequences of lost business and a damaged reputation can be irreversible. A recent study found that many businesses fall short of providing timely customer service. [More...]

July 1, 2020
Salesforce Anywhere combines conventional CRM functions
Some years ago, Marc Benioff told me he was not interested in developing back office apps that would compete with SAP and Oracle in the ERP and finance market. Many people, myself included, looked askance at that idea and wondered out loud how the company would continue to grow because, hey, there's front office and back office and nothing else right? Nope. [More...]

June 24, 2020
proactive relationship management helps sales teams
If you search for "why CRM fails" you get over three million results. Analysts report that close to half of all CRM projects fail and about 40 percent of CRM software purchased goes unused -- because sales teams don't want to use software that makes them glorified data entry clerks and still doesn't "work." As a CRM industry veteran, this ongoing failure rate hits close to home, and in my experience is much higher. [More...]

June 18, 2020
better algorithms for crm
Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not very precise. [More...]

June 11, 2020
customer service representatives who can work from home are happier and more productive
As the dust settled on what most have deemed the "new normal" of working from home, many industries -- including customer service -- rapidly shifted operations to be remote work-friendly. At the same time, call volumes increased exponentially: During the last few months, airlines saw a 199 percent increase in customer inquiries, while grocers saw a 39 percent increase. [More...]

June 10, 2020
new features in verint's workforce management software help accommodate covid-19 safety guidelines
Verint has announced new capabilities within its workforce management solution that automate compliance with CDC guidelines to reduce the risk of COVID-19 infection as employees transition back to the workplace. New workflows automatically create a comprehensive schedule that is prescriptive, while including traditional workforce management criteria such as skill level, channels and peak hours. [More...]

May 28, 2020
new approaches to prospects are needed in light of changing circumstances
A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in. As marketing leaders, it's an incredibly difficult time to direct our teams. Yet, while we're all figuring out how to juggle emotions, families, dogs, toilet paper shortages, and a calendar full of conference calls, the revenue team has to press on in building pipeline and establishing predictable growth. [More...]

INSIGHTS
CRM's K-Wave
May 26, 2020
crm innovations today may become the long-term k-wave of tomorrow
These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society. In economics we often see a disruptive innovation climb a ladder as it becomes something that society needs, as well as wants, until it becomes essential. [More...]

May 20, 2020
salesforce has adapted crm practices in its guide for businesses to operate safely during the pandemic
CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The next normal will have something to do with CRM. [More...]

May 14, 2020
oracle is on the upswing thanks to its ability to scale
Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things about its ability to pay dividends even in tough times. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market. [More...]

May 8, 2020
excellent customer service can help a business to survive a crisis
Customer service doesn't have to suffer while your company goes through a difficult transition. In fact, 78 percent of consumers said they stopped doing business with a company because of poor customer service. Now is the time to show your most valuable buyers how you'll keep them informed, updated and respected throughout this crisis by adapting your practices to the moment. [More...]

April 29, 2020
crm can bring scientific tools to problem-solving when numbers matter most
You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people following the industry, I get a modicum of joy when a vendor adds something new to the toolbox. [More...]

April 28, 2020
zoom and oracle have entered a partnership that could signal major disruption in the business travel sector
Oracle and Zoom just entered a deal that for once is more about technological audacity than about dollars -- a partnership to host Zoom on Oracle Cloud Infrastructure. In just a few months -- basically since the beginning of the novel coronavirus pandemic -- Zoom has seen demand for its service grow from about 10 million daily meeting participants to more than 300 million. [More...]

April 27, 2020
flexibility scalability upgradability and ease of deployment are key to crm integration success
The enterprise IT environment is complex. Many systems, technologies and practices developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the continuous sharing of information. Systems and data must connect as if all information were native to each. [More...]

Women in Tech
Should colleges and universities charge the same tuition for online classes that were originally offered for in-person attendance?
Yes - Lower tuition is unjustified because schools are forced to change format to safeguard against the pandemic.
Yes - Online courses provide the same quality of education and credits toward degrees as in-person classes.
Yes - Professors must still be paid, campuses maintained, and new expenses are incurred with a change to online format.
No - Students who agreed to tuition for an on-campus experience should pay less for online courses.
No - Online courses do not provide the same quality of education as learning in the classroom.
No - Students and families have lost income as a result of the pandemic, and many universities have wealthy endowments to subsidize losses.