Last quarter’s CRM market news in 60 seconds…

July 19, 2014

In case you missed them, here’s my 60 second bullet point round-up of the main CRM software stories last quarter: April Salesforce.com take a cue from Amazon’s ‘Mayday’ customer support feature on the Kindle Fire to add a new SOS capability to its Service Cloud which enables customers to be connected to a support representative [...]

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Getting closer to the coal-face to get more out of CRM technology…

June 7, 2014

I’ve been having one of those ‘I’d long known it was important, but I’d forgotten just how important’ moments in recent weeks. One of our clients has recently gone live and, in the absence of a colleague who was away on honeymoon, I found myself providing go-live support which involved parking myself in the midst [...]

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Are people really using your CRM system? Six ways to find out…

May 26, 2014

If you’re not sure how well your CRM system is being used, here are five ways to find out: Look at usage stats If people aren’t using the system, it’s not going to be adding any value, so a good starting point is to understand usage patterns. Most CRM applications will allow you to query [...]

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99 ways to get more from your CRM software – new ebook

May 17, 2014

Last year I wrote  a series of posts called ’99 ways to get more from your CRM software’. They were designed to help existing users of CRM to find new ways to get value from their systems. In order to make the content a little more consumable I promised to consolidate the posts into a [...]

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A quick introduction to social listening, its benefits, and integration with CRM

May 11, 2014

With Microsoft recently announcing that social listening will be a key component of its spring 2014 release, following last year’s acquisition of Netbreeze, and Salesforce.com’s Radian6 already a well-established part of their marketing cloud, social listening capabilities are set to become an increasingly important part of the CRM portfolio. But what is social listening and [...]

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Sixteen things you should be doing to maintain the value of your CRM system over the long term

April 27, 2014

So you’ve invested in new CRM software and successfully overcome the challenge of user adoption. What now? Here are sixteen things you want in place if you are to maintain and grow the value of your investment: Administration – someone needs to manage the day to day running of the system, adding users, changing security [...]

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The under-appreciated benefits of the humble CRM mail-merge function

April 13, 2014

One feature of CRM technology that I don’t think users make enough of is the ability to create, store, and manage mail-merge templates within the system.  These templates allow commonly used documents and emails to be quickly generated automatically, inserting relevant data held in the system, such as name and address. This may not sound [...]

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Ten ways to use your CRM system to better support telephone-based sales and marketing

March 31, 2014

A lot of businesses have some form of telephone-based sales and marketing function, and most will make use of CRM technology to support their activities. In this post I wanted to highlight a number of ways that companies can potentially use their CRM systems, beyond the basics of logging conversations and call-backs, to improve the [...]

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Last quarter’s CRM software news in 60 seconds…

March 9, 2014

In case you missed them, here’s my 60 second bullet point round-up of the main CRM software stories last quarter: December Oracle announces it will buy Responsys for $1.5 billion to fill out Oracle Marketing Cloud January Microsoft acquires Parature for $100 million to extend its Dynamics CRM customer service capabilities Verint purchases customer service [...]

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The hidden dangers of replacing vertical CRM software with generic offerings

March 2, 2014

One of the big shifts we’ve seen in the CRM market in recent years is the progress that generic CRM software such as Salesforce.com, Microsoft Dynamics, or SugarCRM has made in markets that were once dominated by vertical specific CRM solutions. As I touched on in my last post, generic CRM solutions are often able [...]

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