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Strike While the Social CRM Iron Is Hot March 18, 2010 
"If you can't measure it, you can't manage it." If you haven't heard that one multiple times, you aren't really in business. It's a truism -- and part of being a truism is that it's true, for the most part. When a new business strategy emerges, it can temporarily topple truisms -- but soon, they're back and as applicable as ever.
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Pegasystems' Chordiant Buy Not Without Risks March 16, 2010 
Business process management vendor Pegasystems will be acquiring CRM company Chordiant for $161.5 million, or $5 per share. While the deal will clearly provide synergies to both companies, it is also a function of the general consolidation in the CRM and BPM space, Nucleus Research Vice President Rebecca Wettemann told CRM Buyer.
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Small Business CRM, Part 5: How to Save a Troubled Implementation March 16, 2010 
A successful CRM implementation starts with good preparation. It is a good idea to document the goals and objectives of the small business first and test the system with the users, Sheryl Kingstone, director of the enterprise research group at Yankee Group, told CRM Buyer. "Be proactive," she advised.
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CRM for the Small Business, Part 4: Getting the New System Up and Running March 09, 2010 
When it comes to implementing a new CRM system, small companies have several options. If they have enough resources and experience to devote to the task, they can implement the system themselves. If they choose not to go that route, a third party can be brought in to help them implement it, Craig Klein, president and CEO of SalesNexus, told CRM Buyer.
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Software AG Brings Social Networking to BPM March 04, 2010 
Software AG has developed a vertical social networking and collaboration platform that for the BPM industry. Now in open beta, ARISalign is built on Amazon's Web Services and equipped with modeling capabilities, as well as virtual versions of tools typically used by process experts, said Matt Durham, VP of market development.
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CRM for the Small Business, Part 3: What to Expect During Contract Negotiations March 02, 2010 
Once a small business finds the perfect CRM solution for its needs, the owner or manager must then negotiate the appropriate legal agreements with the vendor. This can be a daunting task for anyone who is not familiar with the many types of contracts that may come into play with an IT purchase.
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Automated Bid-to-Win: Shrink the Sales Cycle, Seal More Deals February 26, 2010 
As sales organizations endeavor to escape the constricted economy of the 2009 recession, one of their most significant barriers is stagnant progress in terms of bringing their sales cycle under control. Recent Aberdeen research reveals that under-performing companies saw a year-over-year increase in their sales cycle of 12 percent.
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Social CRM: Walk Before You Run February 25, 2010 
Had a meteor hit the Dulles Westin outside of Washington, D.C., two weeks ago, it would have set social CRM back 10 years. That meteor, in addition to melting a lot of snow, would have vaporized in a trice the vast majority of the world's serious thinkers on the topic of social CRM.
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CRM for the Small Business, Part 2: Choosing the Right CRM Tool February 23, 2010 
Once a small business decides to invest in a CRM solution to replace the patchwork assortment of tools it has been using to manage its information, the selection process can be daunting. A plethora of CRM vendors offering an assortment of features have appeared on the scene in recent years, said Brent Leary, cofounder and partner of management consulting and advisory firm CRM Essentials.
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Why CRM Keeps Sales Reps Awake at Night February 18, 2010 
Although service is gaining in importance as the economy is forcing customer retention to the fore, sales has long been the dominant leg of the CRM stool. Many CRM efforts were spearheaded by sales, and in many organizations, the SFA functions of CRM software remain the only features that actually get used. That said, sales pros continue to voice problems, concerns and worries about CRM.
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CRM for the Small Business, Part 1: When Is It Time to Invest? February 16, 2010 
Ken Jones, cofounder and executive director of Maximo Nivel, an executive language center, knew his company needed a CRM tool as early as 2006. His company was growing fast and using a variety of tools to meet CRM needs, including Outlook. Unfortunately, like many small business owners, Jones was unaware of any CRM options available.
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Marketers, Take a Leaf From Sales' Psy-Ops Playbook February 12, 2010
Anyone who has worked in sales or indirectly worked closely with sales has experienced those curious times when deals that seem to be moving along perfectly suddenly go cold. Was it something you did, something you said, something you failed to do? Inevitably, the question always gets asked "What could we have done differently to make the sale?"
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Navigating the Content Management Maze February 10, 2010 
Today, a retailer's e-commerce initiative extends beyond the online store. In fact, e-commerce typically becomes the central hub of a company's overall digital strategy. Retailers strive to seamlessly integrate the brand into their catalogs and merchandising, and also to weave these components into the site experience as a whole.
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The Year of the Customer: Balancing Service and Efficiency February 09, 2010 
The big question as we move through 2010 may be, "What does the future hold?" But really, the past year will give us a clearer glimpse into the future than any crystal ball possibly could. 2010 is the year of the customer. December 31st, 2009, marked the end of one of the toughest years companies have faced in decades.
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Real-Time Analytics Makes for Happy, Loyal Customers February 05, 2010 
For businesses serving the public, employees are the face of the company. Likewise, the manner in which employees interact with customers shapes their perception of the business and its brand. Ultimately, customer loyalty is built through positive interactions and high-quality customer service that meets the individual's specific needs.
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Blow Up Your Service Organization - and Rebuild It With the Customer in Mind February 04, 2010 
Businesses all over the world have made enormous investments in service -- both in people and in technology. The amount of thought dedicated to service is enormous, and the time spent trying to make service divisions more efficient is countless. Guess what? Most of this money, time and effort has been wasted.
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