Customer-relationship management (CRM) is a blanket term that covers the management of sales, opportunities and customer relations, as well as marketing information and processes. CRM brings the efficiency of technology into the otherwise highly interpersonal and hands-on art of sales with a variety of tools that allow the user to log, track and report on sales activities or other customer, vendor or partner contact. CRM is a leading market for open source and SaaS adoption, particularly by SMBs.
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Articles & Interviews
Social CRM: It's Not About You, It's About Your Customers
Ann All spoke with Brent Leary, a CRM industry analyst, advisor, author, speaker and blogger . He is co-founder and Partner of CRM Essentials LLC , an advisory company with a client list including Research In Motion, Sage, Microsoft, Intuit, Cisco and the state of Georgia's Depart of Economic... More >
Improving Customer Experience: Why Is Execution So Hard?
This is the second half of Ann All's interview with Lior Arussy, founder of the Strativity Group , which provides proprietary research tools, strategic analysis, business planning and customer experience innovation design to help its clients operationalize profitable customer experience... More >
Putting Profitability into Customer Experience Management
Ann All spoke with Lior Arussy, founder of the Strativity Group , which provides proprietary research tools, strategic analysis, business planning and customer experience innovation design to help its clients operationalize profitable customer experience strategies. Arussy co-authored... More >
The 8 Benefits of Adopting SFA
This checklist provides a list of the benefits sales force automation (SFA) brings; if three or four address pain points in your company, then you're probably ready to bring SFA into your organization.
CRM without Compromise: A Strategy for Profitable Growth
Learn how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to promote sustainable, profitable growth.
Dell, Salesforce Team Up on CRM
Dell and Salesforce.com will sell customer relationship software under a new agreement that targets small and medium-sized businesses. The deal allows Dell to promote Salesforce's products as part of its own service business, and Salesforce gets the opportunity to pitch its products to businesses in the market for Dell... More >
Salesforce.com Announces Service Cloud 2
Salesforce.com is renewing its commitment to customer service with an upgrade to its customer service SaaS platform . The upgrade, dubbed the Service Cloud 2, folds search engines, messaging and social networking services into the mix, says PC World . Service Cloud 2 specifically adds Salesforce Knowledge,... More >
Zoho Targets Salesforce.com
Web applications specialist Zoho is looking to take on all comers, specifically Salesforce.com in the customer relationship management market. The company is looking to lure customers away from Salesforce.com with the Zwitch to Zoho CRM program , which offers a 15-day trial of its own service. The program is part of... More >
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