Sales Kaizen

CRM makes several promises to its users, including selling more or selling faster, resolving service issues faster or at least quickly, and generating more leads. If you do root cause analysis,...
0 comment

Zendesk Crystallizes Mobile Customer Service

Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online...
0 comment

Year-End Thoughts

We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress...
0 comment

Online Reviews: Separating the Wheat From the Chaff

The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent YouGov survey. Forty-four percent of those polled said they...
0 comment

Sales and Marketing Aren’t Aligned – but Their Problems Are

The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the...
0 comment

Promoter.io Gets $1M to Grow Customer Loyalty

San Antonio, Texas-based startup Promoter.io has raised $1 million and launched a new software platform that it claims helps you better understand and leverage your most loyal customers. The company will...
0 comment

When Marketing Automation Meets Salesforce #Gilbane

The Boston-based WGBH Education Foundation relies on donations. It’s a public media entity.So it also relies on technology to manage donations. Salesforce CRM. Marketing automation tools.Cate Twohill,...
0 comment

Dear Marketers, Thanks for Ruining My Holiday Shopping Experience

My earliest memories of my late father include heading out to scoop up bargains on the day after Christmas. What, I wondered at the age of four, could be better than buying plastic reindeer and strings...
0 comment

Things Not to Say to an Irate Customer, or Anthem’s Epic Fail

I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered...
0 comment

Customers Speak

Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite...
0 comment