Big, quick gains from streamlining your CRM system…

January 24, 2014

Early last year I wrote a piece entitled ‘99 ways to get more from your CRM software’. Given the nature of the post brevity was a necessary constraint, and over the next few week, or so, I want to expand on some of the points that I was only able to briefly describe at the [...]

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The many benefits of integrating customer support into CRM

January 18, 2014

While many organisations run some sort of customer help-desk or advice line, it’s surprising how often this function is supported by standalone technology rather than being part of the main CRM application. Given that most CRM applications have some level of out of the box case/issue management functionality, I think a lot of businesses miss [...]

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In case you missed them, a catch up on this Autumn’s CRM stories

December 3, 2013

For those that want a quick recap or may have missed them orginally, here’s my take on the main CRM stories this autumn: An uneasy peace Perhaps the main headline in our round up of the summer’s news was the sudden and unexpected outbreak of peace between Oracle and The big question was would [...]

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In case you missed them, the top ten CRM software stories this summer

September 14, 2013

In case you disconnected from the world of CRM this summer, here’s a round-up of the main stories: and Oracle – peace breaks out One minute and Oracle were at each other’s throats, the next peace had broken out. Following a disappointing set of fourth quarter results that saw their shares drop 9%, [...]

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Last month in CRM software – a catch up on May’s CRM news

June 8, 2013

In summary:’s Q1 results trigger a share price dip, NetSuite makes an acquisition and signals there may be many more, and Rimini Street needles SAP at its Sapphire Now event… released its quarter one earnings with revenues in line with analyst expectations at $893 million, an increase of 28% on the same period [...]

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Last month in CRM software – a catch up on April’s CRM news

May 12, 2013

In summary: Salesforce overtakes SAP to be number one, SugarCRM’s SugarCon, and great results from Netsuite and Rimini Street… It’s long been on the cards, but April seemed to confirm that had grabbed the number one CRM vendor slot from SAP. Gartner’s ‘Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012’ report had Salesforce [...]

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Last month in CRM Software – CRM news review for March 2013

April 7, 2013

In summary: Microsoft makes another CRM acquisition, Salesforce tops up the acquisition war chest, and Oracle’s Q3 sales execution issues…. It doesn’t seem very long ago that I was suggesting that Microsoft was going to get left behind if it didn’t respond to the raft of acquisitions being made by the likes of and [...]

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Last month in CRM Software – CRM news review for February 2013

March 3, 2013

In summary: ACT and SalesLogix change hands, SugarCRM revenues up 60%,’s positioning looks to be changing, and Forrester incurs Oracle’s wrath…. Two of the big CRM brands were on the move in February, with Sage selling Act and SalesLogix to email marketing company Swiftpage as part of a rationalisation of its product portfolio. Act, [...]

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Six ways to transform sales productivity using CRM technology

February 23, 2013

One of my formative experiences was visiting Nissan’s assembly operation in Sunderland back in the 90’s. The car plant was the most productive in Europe at the time and the thing that really struck me was how the company had applied the principal of Kaizen – never ending improvement – to the production line. Considerable [...]

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99 ways to get more from your CRM software in 2013 – part 4 – ideas 76 – 99

February 9, 2013

How can your B2B CRM system do more for you in 2013? Here’s the fourth (and final!) installment of ideas: 76. Consider the customer journey – analysing how a customer interacts with the range of touch-points in your organization, and looking at how that that experience can be improved, may lead you to develop your [...]

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