Best-selling author and social CRM expert Paul Greenberg defines social CRM as a philosophy and a business strategy supported by a technology platform, business rules, workflow, processes, and social ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

We're on the home straight with this final part about rethinking CRM in the context of the emergent social elements. In this part we get down to the definitional piece - the piece that ties together ...

In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the top 12 CRM ...

Companies deploy CRM solutions to improve business performance, maximize customer relationships and enhance customer service, but many deployments fail to meet expectations. There are many reasons ...

Think of your CRM operating model as the blueprint for how your organization manages everything connected to your customer relationship system—the people, the processes, the data, and the technology ...

On the seventh day of CRM, Chris Fritsch explained to me, how to integrate our CRM system with artificial intelligence. Click here to watch video. The ability to effectively manage client ...

The question of CDP vs. CRM is often posed as an either/or scenario. I argue you need both/and to deliver optimal customer experience. Here's how. Competition is fierce in the area of customer ...

A customer relationship management (CRM) package from Microsoft that tracks sales people and customers. Introduced in 2003 for internal servers, an online service similar to Salesforce.com debuted in ...

I didn’t realize it until this week, but there still seems to be some confusion about Social CRM in certain business circles. Let’s fix that right now. […] The closest best definition on the day came ...