We all know about the idea of total cost of ownership and the concept of return on investment. Both have their place in business evaluations of CRM. There's another measurement, however, that should be considered -- one I like to call "time to value." The T2V test is simple: From the time you begin ...
I liked what Sage did last week in agreeing to sell off some non-core assets to partners, and I am most interested in the decision to sell ACT! and SalesLogix. The move reduced Sage's bullpen of CRM solutions from three to one -- and that's the right number for this market. Buying and owning three C...
Surprisingly, many customer service organizations have yet to put their toes in the water when it comes to social media engagement. In fact, fewer than half of them actively respond to consumer complaints via Twitter and other social media channels. For companies that do actively engage in social me...
Intelliverse has rolled out a new cloud-based tool that monitors social media for brand mentions and responds when appropriate. IntelliBuzz is simple enough that a company with minimal IT resources in-house -- that is, a computer and an Internet connection -- can manage this outreach just using the ...
For the better part of six years, we pundits have been urging businesses to get social. Social CRM even has its own Gartner Magic Quadrant, and while the entries in that document are all over the map in terms of what they do, vendors serving aspects of SCRM are well established. Gartner itself said ...
A Federal Trade Commission investigation of the U.S. credit reporting industry turned up some dismal findings for consumers. The comprehensive study found that 5 percent of consumers identified errors on one of their three major credit reports that were significant enough to affect their eligibility...
It has been a week since the Super Bowl, but its lessons for marketers are becoming increasingly clear. At the top of the list: The synergy between the mobile channel and the overall campaign is getting tighter. Another lesson gleaned from this year's big game, courtesy of the New Orleans' Superdome...
NextPrinciples has launched Insight-To-Action, a social analytics and engagement product that integrates with a handful of CRM applications. The company is in talks with other vendors to expand the integration of the platform, said Ted Sapountzis, head of marketing and product management for NextPri...
Do your customers think of you as one of them? Do they think you truly understand their business challenges, their opportunities and what keeps them up at night? These are questions you should seriously consider, because in the extraordinarily demanding B2B sales climate of our post-recession world...
As a journalist covering technology, you get bombarded with material from PR people trying to get you to write about their clients. Although there are some stellar PR people, the majority of pitches I get are not targeted at what I write about, addressed to the wrong person, or make claims that are ...
I have been known to do things for money. I bet you have too, but doesn't it sound funny to put it that way? I just got off a phone briefing with Freshdesk, an Indian company with a subscription customer service and support system that it refers to as a "help desk." Freshdesk's got most of the bell...
Customers expect call centers to know everything about them -- their order history, what they've posted about the brand on Facebook, and how long they've bought from the company. Increasingly, companies are beginning to keep up with that expectation, and the more they do, the better customer service...
LiveOps this week debuted LiveOps Engage, a browser-based desktop agent app that centralizes myriad channels -- phone, email, live chat, SMS, Twitter and Facebook -- on one screen. The screen also displays the history of past interactions with the customer. "This release is bringing together all of ...
I had a call today from someone at a company that made a technology that helped inside sales people target the exact right prospects from a list of leads. She said she was using this technology to make the call, and assured me that this technology could make a big difference to the inside sales orga...
It's fairly common practice today for major brands to have a social media team at the ready to respond to customer complaints on social networking sites like Twitter and Facebook. The practice is so widespread that the Call Center Satisfaction Index report released last week by CFI Group found that ...
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