When it comes to social media ROI, suitable performance metrics have proven to be somewhat elusive. In fact, according to survey data for the new Aberdeen benchmark report, "Social Media Marketing: The Latest Buzz on Word of Mouth," more than one-third of all companies indicated that a primary reaso...
There is a considerable amount of speculation about how the molten mass of what was once our financial system will affect our real economy and, closer to home, the CRM industry. Many observers take as their first approximation the Great Depression, which started with the stock market implosion of 19...
Partner/agent management has a moderate to severe impact on organizational effectiveness, according to 63 percent of the companies that participated in a recent Aberdeen Group study, "Channel Sales: Renaissance in Partner Management." The research explored the challenges, strategies and tactics from...
The other day I had a conversation with some nice people from the market research company Coleman Parkes Research. They wanted to tell me about a study they have recently concluded about social networking. I have to say it was pretty interesting stuff. I will leave it to you to search for them and t...
"Peak oil" is a term that resonates very little with about 95 percent of the population. I discovered this by asking a lot of people and getting blank stares. A few hardy souls ventured a guess, and those guesses were not far from reality. If you take those words to a search engine you will be surpr...
Microsoft announced an important update to Dynamics CRM this week in which it spiffed up its marketing capabilities. You can find the news details pretty easily out on the Web, but the details are less important to this piece. The fact that Microsoft delivered an update is the really interesting par...
Over the past year, the business intelligence landscape has transformed drastically. Formerly, this market was comprised of a vast collection of solution providers, but it has evolved to just four major players -- IBM, SAP, Oracle and Microsoft. These BI titans have expanded through acquisition, sna...
Contact center managers for years have been using tried-and-true efficiency-oriented key performance indicators to measure contact center success, such as average call handling time and cost-per-call. Aberdeen completed a benchmark survey in May that examines the trend of Fortune 100 Best-in-Class c...
Companies have long recognized the importance of customer data in the context of revenue growth and cost reduction. Today, more companies are also waking up to the value of customer data in the context of direct mail waste reduction, which is fast becoming not only an environmental imperative but al...
There are those partnerships where the companies swap logos and do joint press releases and that's about it, and then there are partnerships where true integration happens. This latter type of partnership is starting to emerge between Salesforce.com and Google, and that's a very good thing for the C...
Earlier this month SugarCRM announced that it had secured $20 million in a new financing round, bringing its total funding so far to $46 million -- a significant accomplishment for several reasons. If SugarCRM is not familiar to you, it's not a new Caribbean restaurant in SoHo. I never bothered to f...
Even in a recession -- if in fact we've crossed that line -- there is still significant economic activity. For example, according to the most recent data I can find, the U.S. economy generated about $13.13 trillion in activity in 2006. That's also known as the "GDP" or gross domestic product. Absent...
I got a statistic stuck in my head last week during a visit to a client in California. Sometimes you hear or see something so interesting for its oddity that it stays with you no matter what. For me, this was one of those times. There are actually two closely related bits of information, and both r...
I was speaking with a CRM vendor the other day about positioning and messaging for sales force automation. The vendor was telling me that the company wanted a back-to-basics message that would focus on the importance of SFA in helping salespeople recover some of the time they invest in unproductive ...
Incentive compensation is often the first place where management makes adjustments in efforts to improve sales productivity. Many organizations have departed from the straight commission model in favor of plans that prompt the sales force to target high-profit deals. However, when a salesperson is p...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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