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Monitoring the Sales Metrics That Matter Most
July 30, 2015
I recently conducted a simple, one-question survey, using sales pros as my target audience. The question was idiotically simple: What is the most important metric for people in sales? In this era of big data, deep analysis and predictive analytics, you might have thought that some new, performance-based metric would have surfaced as the new secret weapon.
The Process/Platform Revolution
July 22, 2015
I've been looking at process as the next big thing in CRM for a while. It only makes sense, for several reasons. First, as we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate.
Are Your Spreadsheets Leaking Money?
July 21, 2015
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 spreadsheets are created every year. There are at least 1 billion users of Excel in the world.
Bridging the Front and Back Offices
July 9, 2015
I've written many times about how conventional, premises-based ERP seems to be evaporating. Configuration, pricing and quoting are business processes that illustrate the point. First, let's all agree that enterprise resource planning isn't going extinct as it evaporates -- it's too valuable -- but it is getting a haircut. Many of the functions leaving ERP are condensing back into the front office.
Customer Experience Is Everyone's Department
July 6, 2015
Customer experience is more than the act of trading money for a product or a service. It's the experience leading up to that, and the experience customers have with what they've purchased, all the way until they stop using it. Why is it, then, that the concept of "customer experience" seems to exist primarily in the marketing department? Marketing is but a small part of what makes an experience.
CRM's New Era
June 24, 2015
It recently occurred to me 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 business. Certainly you could make a case that those names described some new attributes for the traditional set of apps but that just invites a "so what?"
Choosing the Right Level for Multitiered Customer Success
June 22, 2015
Customers are more empowered than ever before -- they have unlimited access to information with the click of a button. How does this affect businesses? How are they reshaping their strategies to account for the recent rapid shift from business-centric to customer-centric? SaaS businesses and enterprises alike are restructuring their platforms and focusing on customer success initiatives.
Salesforce Fluffs Up Next-Gen Marketing Cloud
June 18, 2015
Salesforce introduced its next-generation marketing cloud at the Salesforce Connections digital marketing event held in New York this week. The new release has enhancements to Journey Builder that let companies work with the customer journey across sales, service, marketing, custom apps and more. Salesforce also announced the addition of LiveRamp, LiveIntent, Neustar and Viant to Active Audiences.
Correlation, Causation and CRM
June 17, 2015
If you read a lot, like me, you might notice almost daily there's a new study that contradicts some earlier research. Something causes cancer -- then it's good for you. You know the drill. What's going on here? Do we simply not know what our research is saying? Can nobody correctly interpret the data? None of this would mean much to CRM if not for the advance of big data and analytics.
Steer Clear of Sales Forecasting Traps
June 16, 2015
Sales executives, managers and reps spend countless hours in forecast meetings, yet often find their actual closed revenue falls far from the mark they predicted. With the advanced CRM technology and sales forecasting tools available today, it's a wonder this trend continues. There are four common pitfalls that take place during the forecasting process that every sales leader should avoid.
Veeva Injects Fresh Blood Into Pharma CRM
June 15, 2015
Veeva Systems last week introduced several new CRM products for the pharmaceutical industry at its 2015 Customer Summit in Philadelphia. Veeva CRM Suggestions offers recommendations on the best action and right channel for the next customer interaction. It's designed to accelerate the transition to a new multichannel model. All Veeva CRM customers will get this tool automatically in the fall.
What Buyers Want
June 12, 2015
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 are new, and they hold a lot of promise. However, customers have changing expectations as well.
Dodging Disorganization: Showing Sellers a Sharper Image
June 4, 2015
Despite vendors' claims, 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 buyers and sellers. CRM is really great at organizing the data that makes it possible to build relationships. However, many things that aren't driven by your CRM technology can have a major impact on relationships.
5 Modules That Will Rock Your Business
June 3, 2015
Zuora two weeks ago announced its first acquisition, Frontleaf, and a new product, Z-Insights. This marks an important moment for both Zuora and what it has called the "subscription economy." The subscription economy has spawned a culture in which people have been conditioned to expect subscription-like performance from all their vendors -- even the conventional ones.
Message for Marketers: Always Be Engaging
June 1, 2015
In sales, we know customer retention is critical for success in the subscription economy. For many tech companies in the SaaS space, it takes three years to break even. In insurance, which has toiled in the subscription economy for more than a century, the average break-even time is an incredible seven years. Because of that, sales compensation is starting to change.
Order Taker, Meet Undertaker: What Sales Pros Must Do to Survive
May 21, 2015
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps. Personally, I think that's a bit overstated -- or rather, a mischaracterization of an ongoing trend.
Xactly: From Transaction to Process
May 20, 2015
It is subtle, but in the spring conferences I see a pattern emerging around the importance of process. Admittedly, my analysis in this case is less than scientific, and I have no statistics to support my idea, but I my instinct says a trend toward process is beginning. Two conferences that support my contention include Xactly and Zuora, both of which are taking place this week in San Francisco.
If You Build a Structure, Sales Enablement Will Come
May 18, 2015
There's a lot of devalued sales jargon out there, but the phrase that makes me wince the most is "sales enablement." First, it's misleading -- there are lots of things that equip sales people to close deals, but when people say "sales enablement" they usually mean content, portals, playbooks and on-boarding. That only "enables" part of the sale. Second, most companies are abysmal at managing it.
Customer-In, Not Seller-Out: 5 Realities of the Customer Journey
May 11, 2015
I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was "the Year of the Customer Journey!" Really? This year? What about the many years before this?
Satisfying Customers in the Digital Transformation Era
April 29, 2015
Customers are changing the rules of business. They are well informed and well connected, and they have high expectations. Business success in the digital world depends on individuals who make recommendations based on their personal experience. These customers expect a seamless and consistent experience, regardless of which device they are using. They demand intelligent digital interactions.
Marketing's Next Act
April 28, 2015
Marketing continues to heat up as the next big thing in CRM. It's so big that I can see it splintering in multiple ways to accommodate all the permutations that are suddenly possible, thanks to big data, analytics, and a determination to get beyond using marketing technology as a glorified accounting system designed to limit "losses" due to marketing. You can't win by limiting your losses.
Oracle Modern Customer Experience
April 8, 2015
Oracle did some smart things at last week's Oracle Modern CX Conference and user meeting in Las Vegas. The company has been making strides in organizing its messaging and products around customer experience in the wake of its RightNow Technologies acquisition a few years ago. It's been taking on the CX mantra whole hog. Today, Oracle CX is a full-featured tactic.
Oracle Aims to Wring More Sales From Marketing Cloud
April 6, 2015
Oracle last week trumpeted a set of new Marketing Cloud features designed to improve the customer experience. Oracle ID Graph, Rapid Retargeter and AppCloud Connect aim to boost sales by aggregating data from multiple sources and reacting to it in near-realtime. However, they fall short of the cutting edge in CRM -- predictive analysis.
Quosal Lets Salespeople Add Video Spiels to Quotes
March 20, 2015
Quosal has announced a new feature that lets salespeople record a personal explanatory video to go with their quotes and proposals. Videos can be posted directly to Quosal's proprietary Order Porter purchasing experience for clients. "If the video can take the load off of having to read all of a proposal -- or, more likely, explain some gray areas -- then great," said analyst Denis Pombriant.

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Do video cameras make the world safer?
Yes - People exercise more restraint because of them.
No - We just get to see more horrible things happen.
Maybe - They might deter some kinds of crime.