For many years, provocateurs have been able to stir people up by proclaiming the death of the salesperson. Ten years ago, in fact, Marc Miller authored the book Selling is Dead. It must be a lingering death, because I still know lots of salespeople. I sure hope they have their affairs in order, what...
We all use them. They're the default system for listing and tracking things. And no one -- except, maybe for that one weird guy in finance -- really likes them. I'm talking about spreadsheets. Whether it's Excel or Google Sheets or some other lesser-known variation on the theme, a lot of spreadsheet...
It occurred to me at Salesforce's Marketing Cloud event held last week in New York that CRM has come full circle in a fundamental way. I was never a fan of labels like "CRM 2.0" or "Social CRM" or whatever else came along, principally because those monikers didn't signify anything new in doing busin...
Technology is giving companies an unprecedented view of their customers: demographic data; buying preferences; behaviors that signal the intent to buy; and analyses that enable them to develop expectations about how customers are likely to act during the buyer-seller relationship. Those abilities ar...
Despite vendors' assertions to the contrary, CRM is not all about technology. Technology helps it scale, but CRM is really a discipline. It's the discipline of creating relationships that benefit both the buyer and the seller. The product we call "CRM" is really great at organizing the data that mak...
The retail industry has finally awakened to what customers always have known -- they don't distinguish too much between channels. Modern shoppers are happy to embrace the immediacy and experience of the physical store while also benefiting from the informed and personalized ease of shopping online.
Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it's not all great, and there is some interesting blowback that is causing vendors t...
Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good ...
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Capg...
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasin...
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the ...
The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Identifying them from the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, lik...
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is lik...
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you thi...
I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to ...
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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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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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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