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CRM Conference to Showcase the Retail Experience
CRM Conference is being held May 29 to 31 at the Chicago Hyatt Regency. This annual event offers a unique agenda for retailers, said Devon Wylie, CEO of CRMC. “It’s specifically focused on case studies from topnotch multinational retailers. With this approach, attendees can get actionable learnings they can take home with them.”
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Zoho Boosts Its Social Enterprise Creds
Zoho has enhanced its menu of offerings by incorporating social media into its customer support features. It has also added a Facebook social media integration point to its flagship application. The changes went live on Thursday, added automatically to the applications. These two developments are modest compared to the company’s massive overhaul to its suite at the end of last year.
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When Your Business Goofs, CRM Can Be Your Best Friend
There are three things certain in life. We all know the two cited by Benjamin Franklin, but there’s a third certainty that we all face regularly and have to cope with constantly. That’s the certainty that we’ll make mistakes. Everyone makes them; if it hasn’t happened to your business, you haven’t been in business long.
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Sustainable CRM
There was an interesting article about airlines in The New York Times last week, “When Flying 720 Miles Takes 12 Hours,” but the subtext was all about CRM, or at least where CRM has to go. If you know me at all, you know I closely attend to macroeconomics and energy issues, and they are all over this article.
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BPM and CMOs: A Match Made in Heaven
There’s been a lot of talk recently about how BPM is gaining traction across a wide variety of industry verticals. BPM’s surge is part of the larger trend of agile development; organizations are weary of growing top-heavy and employing a number of individuals to perform tedious, manual processes.
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Getting What You Want From ERP in the Cloud
Through the Ariba Network, Cox Enterprises manages multiple ERP systems for an improved e-procurement strategy. The $15 billion communications, media, and automotive services company has moved toward more efficient indirect spend efforts to improve ongoing operations and drive future growth across more than 50,000 employees.
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Making Customers the Object of Devotion
The proliferation of customer service channels can be both a blessing and a curse. It can be a blessing in that companies now have more ways than ever to address customer needs and resolve customer issues, potentially leading to increased customer satisfaction, loyalty and retention. At the same time, the proliferation of customer service channels can be a curse.
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Insidesales.com Aims to Keep Leads on the Front Burner
Imagine walking into a department store on a Wednesday morning and spotting a pair of shoes you feel that you must acquire, or life will have no meaning. You excitedly ask the sales rep if you can try on a pair in your size and she says, “Sure, why don’t you come back on Friday?” That deflating experience occurs all the time on the Web, said Ken Krogue, president of InsideSales.com.
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Reading Into IBM’s Tealeaf Buy
IBM is building out its digital marketing functionality in its Smarter Commerce portfolio with the acquisition of Tealeaf Technology, a provider of customer experience analytics. Tealeaf software records and analyzes customer interactions on a company’s website and any mobile channels it offers. It allows the company to catch any mistakes or glitches in the system that may be hindering the customer experience.
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3 CRM Traits Shared by Good People and Great Companies
I just wrote a note to a friend of mine thanking him for his participation at a conference I recently helped organize. It was a thank you note, and he’s a CRM industry influencer; I won’t divulge names, because it’s not important to my point, nor do I want to seen like too much of a suck-up. In any event, I was grateful for his participation in the show — not just for his session, but for his behavior at this and every other CRM event he goes to.
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