Enterprise software is rapidly evolving to reflect the growing importance of both social software and channels such as Twitter and Facebook. Nowhere is this change more obvious than in customer ...

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 ...

A new era of customer relationship management is emerging, with a focus on innovative design and strategic platform goals. Businesses rethinking their use of these platforms can improve profit margins ...

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 ...

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 ...

As customer relationship management (CRM) platforms have become increasingly common in the enterprise, so have the number of integrations and functionality of the software. Naturally, integration of ...

Switching CRM requires identifying current problems, researching alternatives, data migration, team training and customization. Costs include time and effort.

With most enterprise applications, the executive champions and the user community are typically measured and have manageable expectations. Think accounting. With CRM, it isn't necessarily so. CRM ...

Extensive academic research shows that the majority of mergers fail to increase shareholder value, often because the integration of acquired business units takes longer than anyone planned. So the ...