Strategy

Among the many challenges retailers face, customer-related concerns appear to be the most pressing. The best way forward for retailers is to focus on integration and automation

INSIGHTS

Elon, Remember Thy Stakeholders

Many employees whose position at Twitter was to take input and register customer concerns are among the recently eliminated jobs. It's as if the message is: we don't want your input

Quantifying an opportunity to gain the ability to forecast and call a revenue number is largely the sales team's responsibility. But often, those forecasts are flawed

INSIGHTS

Dreamforce Goes Back to the Future

Salesforce is reinventing itself. Again. It’s been a long time arriving, but Salesforce is changing by doing its best to change the economy and the ground rules business has been operating under since Milton Friedman’s heyday

INSIGHTS

The Salesforce Way

The company with a radically different product strategy, and a business model that included all stakeholders, continues to do well and to teach those of us willing to learn how business can be done better in the twenty-first century.

INSIGHTS

Oracle Is Signaling

The idea of layoffs might be disconcerting for some. Others might wonder about the acuity of decision making in Redwood Shores or Austin or wherever Oracle does its thinking these days. But there’s a certain logic to it

The Handwrytten app is part of an automated CRM tool that lets businesses — and individuals with an entrepreneurial passion — integrate computerized automation with personalized handwritten notes to customers. The result is a novel approach to updating one of marketing’s best-known strategies ...

Different generations value different tools and mediums for interacting with their favorite brands. With so many digital options to choose from, brands must narrow their focus and ensure they are making the correct digital bets when it comes to the customer experience

Delivering a great user experience is the key to building positive customer relationships. However, to achieve this, retailers must not be restricted to relying exclusively on CRM tools. Instead, they should be able leverage the data gathered by the CRM to seamlessly adjust operations across the wid...

The CRM Quiz

Software systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.

INSIGHTS

Have We Forgotten How To Sell?

Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them

One way retailers can minimize supply issues and strengthen supplier relationships is by automating accounts payable. AP provides a key interface with suppliers and is the lynchpin to getting those suppliers paid on time. Slow, tedious AP interactions will lead to difficulties with suppliers

How often do you receive an email that you suspect is fraudulent?
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