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.
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.
Recently McKinsey & Company did a deep dive on supply-chain planning -- which you might think is a long way from CRM -- but you might be surprised. The shocking finding to me, and the connection with CRM, is the statistic that 73 percent of respondents said that spreadsheets are their primary supply...
The customer version of sustainability requires that we capture scads of data about customers -- and today that means in an ethical and non-snooping way so that we'll have something to feed the monster we call AI.
It's time -- past time, really -- to reevaluate sales force automation and maybe consider a new path. That's not as dire as it sounds though. We did a study recently in which we asked over 500 experienced sellers about everything from lead quality to support in the form of resources and even their m...
The ongoing tech real estate boom shows vendors planting their flags in smaller cities where home prices are more affordable, and commuting is less a gladiatorial sport. Studies suggest that much of the higher salaries people command in big cities gets eaten up in housing costs, so moving to smaller...
Back in the day, never mind which one, software development was both easier and harder than it is now. The code you wrote was compiled and it ran. If you were a good programmer, you might have left comments in the code so that later developers could understand how the system was intended to work if ...
Today, we all need to be on platform-based CRM, and we need to become ninjas at platform-based application development and deployment. This especially goes for the newest tools on the platforms which include an array of analytics, machine learning, and voice assistants.
CRM has become big enough to generate a significant shadow. When an idea like putting customers in the center of our universe takes hold, we see ripple effects everywhere in the culture. Nobody wants to be in favor of something else. But other times, CRM gets blowback from new trends. Such is the ca...
Salesforce held its Dreamforce NYC on schedule in early December, which you might have missed because of other news like Omicron and the looming chaos of the holidays. What was so interesting was how un-CRM-like it was.
It's okay to give ourselves kudos for CRM's resiliency over the course of the pandemic. We did a heck of a job keeping most of the balls in the air. Oracle, Salesforce, and many other CRM vendors continued innovating for the pandemic, but they also began innovating systems for what happens afterward...
Sales managers and their managers have had to make peace with the reality that they might not be able to get reps to use technology. But methodology alone or with technology is a more-or-less lost cause. Fortunately, the technology has improved consistently over the last two decades. Even more fortu...
This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service encounter is enough to make ...
There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM. First there's the object, a material product or service that is the thing we trade money for. Then there's the experience, see where I'm going? Lastly there's the concept.
Dreamforce happens this week, emanating from San Francisco and reaching out to the world via the global cloud computing network Salesforce helped to create. With that, this may be the last time to say with all sincerity that Salesforce is a CRM company. Truth be told, the transition has been ongoing...
Ability to fast-forward, skip commercials
Channels, programming matches my interests
Customer service, support from provider
Flexibility to cancel at my discretion
Has DVR, cloud or box
Overall cost
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Call Center Conundrums and How To Achieve Meaningful Customer Interactions
Advanced Voice Response Tech Leading to Improved CX
NICE Platform Answers Call for Hyper-Personal CX Tools
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Oracle Service Empowers Organizational Growth With Automation
How Oracle’s Digital-First Service Drives Sustainable Differentiation
Sports Betting Platforms Gambling With Substandard CX
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Metaverse Marketing Offers New Approach To Utilizing Customer Data
Remote Work Transformation Calls for Prioritizing Employee Tech Choices
How Merchants Can Better Battle Chargebacks and Fraud
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How AP Automation Bolsters Supplier and Customer Relationships
Managing Google's Algorithm Updates
4 Tips To Attract a Younger Customer Base
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Forrester Predicts Net Loss of 1.42 Million US Jobs to Automation by 2032
Reports Warn of Worsening Warfare From Cyber Criminals in 2022
Piecing Together the Supply Chain Puzzle
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Zoho Consolidates Marketing Functions
Unboxing Marketing Maneuver Packs CRM, Personalization Inside the Box
Consumer Activism Will Steer Brand Focus in 2022
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https://www.crmbuyer.com/story/5-ways-chief-customer-officers-can-drive-net-revenue-retention-176563.html
5 Ways Chief Customer Officers Can Drive Net Revenue Retention
Supply Chain Fears, Inflation, Robust Online Sales Drove Jump in Holiday Returns
Practical Ideas To Make Money With Software
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Looking for Love Online? Advice To Protect Your Wallet
Digital Clienteling Platform Breathes Life Into Live Commerce
Despite Covid Defections, CES 2022 Show Goes On Live, Virtual
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More Transparency, Marketing Shifts Can Ease Supply Chain Strain
CRM's Pressing Platform Problems
Zoho's Surround Strategy
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Digital Skills Front and Center
Build Better Customer Engagement for Bigger Brand Payoffs: Report
Sales Software Vendor Satisfaction Leaders Revealed
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Freshworks Brings New Tech Stack To Power Startups
Dreamforce Observations
Where Does Oracle Go From Here?
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