How the customer experience drives sales
An effective CRM solution tracks every customer to assure their best service and treatment, personalized to the client’s particular interests and spending history.
View ArticleCRM Moving Up
By Lesley McCreath In Gartner’s 2012 CEO Survey, CEO’s rated CRM as “the most important area of investment to improve their business over the next five years.” Worldwide CRM...
View ArticleCRM in Hollywood
By Lesley McCreath The Walt Disney Studios job board has a new listing - Supervising VP of CRM (Customer Relationship Management). According to the listing, the key job...
View ArticleTeam-building in CRM
By Rick Cook Say “team building” today and most people think of a group of out-of-shape employees who are base jumping off a 1,000 foot cliff or trekking through the Costa...
View ArticleCustomer complaints are gold
By Rick Cook Customer complaints are annoying, embarrassing and occasionally infuriating. But for the CRM-enabled organization they are also gold. Remember that for every...
View ArticleCutting the Churn with CRM
By Rick Cook Customer churn – losing customers over time – is a major problem for businesses of all sorts. Even banks, with built-in customer loyalty factors such as the...
View ArticleCross Selling and Upselling with CRM
By Rick Cook Cross Selling (selling the customer additional, related, products) and Up Selling (selling the customer a more expensive version of the product) are keys to...
View ArticleGetting the Most Out of Your Sales Leads
By Rick Cook Sales leads are the lifeblood of any sales and marketing effort, but there can be a surprising amount of disagreement within the organization about them and how...
View ArticleChoosing a CRM Vendor
By Rick Cook Choosing a CRM system is really a matter of making two choices. The obvious one is the choice of software package. The less-obvious, but equally important one is...
View ArticleDealing with Duplicates in Your CRM System
By Rick Cook Of course you cleaned your data before your CRM system went live. But that doesn't mean you're done dealing with duplicates. In the normal course of things...
View ArticleWhere Big Data and CRM Collide
By Pam Baker No one doubts that we are in a data-driven economy but there’s plenty of confusion over which data turns to cash and which is nothing more than fool’s gold. Sure...
View ArticleCRM is Now the Best Friend of Sales
By Leslie McCreath Customer Relationship Management (CRM) is today’s name for what every successful shop owner has known throughout the ages – that meeting each customer at...
View ArticleProspecting Your Customer Base with CRM
By Rick Cook Fundamentally, CRM is about information; collecting and organizing information on your total sales effort. This improves efficiency, makes your customers happy,...
View ArticleCRM Wins the Derby
By Lesley McCreath The Growing Landscape of CRM According to a report from Gartner, CRM spending grew 13% last year, fueled by mobile, operational and social CRM growth. A...
View ArticleCRM for Sports and Dentist's Chair
By Lesley McCreath CRM Batting .500 There’s an old song, with a familiar refrain, “take me out to the ballpark, take me out to the game.” It evokes a time when baseball...
View ArticleScreen Design for Mobile CRM
By Rick Cook Mobile interfaces are significantly different from the one you use on your desktop CRM system. Your screens need to be designed so they are compatible with good...
View ArticleCRM Administration
By Rick Cook The administrator has a critical role in any CRM system. The job requires keeping the system running on an even keel, dealing with users' log-ins, backups and...
View ArticleA Step Beyond CRM: Integrating Business Intelligence
By Rick Cook As business intelligence becomes increasingly important to business of all sizes, it is important to make use of the business analysis features built into your...
View ArticleStop using CRM as a PIM
By Rick Cook CRM (Customer Relations Management) and PIM (Personal Information Managers) are as different as chalk and cheese, as the Irish say. Depressingly however, there...
View ArticleTop 10 mistakes in CRM
By Rick Cook CRM is a powerful tool for increasing sales and profits, but it can actually work against you if you don't employ it correctly. Here are some common mistakes in...
View ArticleMetrics for CRM
By Rick Cook A metric is simply something you can measure. In CRM we use metrics to track performance and ultimately success. Metrics give you better control over your sales...
View ArticleMobile security for CRM
By Rick Cook As CRM moves increasingly into a mobile world, it's important to pay more attention to security. Having someone steal your confidential company information by...
View Article"The Customer is Always Right!" - Early CRM
By Lesley McCreath It’s an old expression embraced by American business in the early twentieth century; the catch phrase coined by Marshall Field's department store in...
View ArticleCRM On the Ski Slopes
By Lesley McCreath Skiing and snowboarding is big business. According to IBISWorld, the U.S. ski and snowboard industry garners total revenue each year approaching $3 billion...
View ArticleGive Your CRM a Spring Cleaning
By Rick Cook An annual review can fine-tune your CRM system to make sure it is delivering maximum value to your company and your customers. Is Your Software Up To Date? Start...
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