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CRM and influencer management

February 11, 2014 Richard BoardmanLeave a comment

Given how important influencers, (academics, industry analysts, journalists, bloggers, professional advisors etc.) have become, as their ability to make themselves heard has increased, and the ability of marketers to influence more directly has declined, I’m surprised how little use organisations make of their CRM platforms to support influencer marketing. For Continue Reading

Dull maybe, but essential – the role of the usage manual in CRM implementation

February 4, 2014 Richard BoardmanLeave a comment

Point 57 in the ’99 ways to get more out your CRM software’ was: 57. Develop a usage manual – does everyone understand how they should be using the system? Often different people will use it in different ways, and that impacts key outputs such as reports. Creating a usage manual will Continue Reading

A worked example as to why process inefficiencies provide rich pickings for CRM technology

January 31, 2014 Richard BoardmanLeave a comment

Carrying on my elaboration of some of the points in the ‘99 ways to get more from your CRM software’ post, point 69 suggested that you might consider reviewing your processes, rather dryly noting that: ‘analysing your existing business processes can be extremely insightful. You may find they don’t work Continue Reading

CRM’s role in aligning sales activity with opportunity…

January 26, 2014 Richard BoardmanLeave a comment

As I mentioned in my last post, I’m in the process of fleshing out some of items on the ‘99 ways to get more from you CRM software post’, where brevity was a necessary constraint at the time. Item fifteen was about share of purse, and there was a bit Continue Reading

Big, quick gains from streamlining your CRM system…

January 24, 2014 Richard BoardmanLeave a comment

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 Continue Reading

The many benefits of integrating customer support into CRM

January 18, 2014January 18, 2014 Richard Boardman2 Comments

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 Continue Reading

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

December 3, 2013December 3, 2013 Richard BoardmanLeave a comment

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 Salesforce.com. Continue Reading

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

September 14, 2013September 14, 2013 Richard BoardmanLeave a comment

In case you disconnected from the world of CRM this summer, here’s a round-up of the main stories: Salesforce.com and Oracle – peace breaks out One minute Salesforce.com and Oracle were at each other’s throats, the next peace had broken out. Following a disappointing set of fourth quarter results that Continue Reading

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

June 8, 2013 Richard BoardmanLeave a comment

In summary:  Salesforce.com’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… Salesforce.com released its quarter one earnings with revenues in line with analyst expectations at $893 million, an increase of Continue Reading

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

May 12, 2013 Richard BoardmanLeave a comment

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 Salesforce.com had grabbed the number one CRM vendor slot from SAP. Gartner’s ‘Market Share Analysis: Customer Relationship Management Software, Continue Reading

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About


Richard Boardman is founder of Mareeba CRM Consulting, a UK based independent CRM consultancy. He works with mid-sized organisations to help them increase efficiencies and growth through the more effective use of CRM technology.

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