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Browse: Home / customer relationship management

customer relationship management

CEO chessmaster: 'Mobile first' is a risky move for the enterprise

CEO chessmaster: ‘Mobile first’ is a risky move for the enterprise

By Michael Krigsman on April 1, 2015

During a conversation with Alan Trefler, CEO of Pegasystems, a $600 million enterprise software provider, we discussed points related to business strategy, omni-channel customer relationships, user experience, IT / business relationships, and bootstrapping a company without investors. The discussion took place as part of the CXO-Talk series of conversations with leaders who are shaping the […]

Posted in Business, Featured Posts | Tagged #cxotalk, chess, customer relationship management, customer service, CXO

5 Tips To Make The Journey More Fun

5 Tips To Make The Journey More Fun

By Jason M. Lemkin on March 23, 2015

Really, there’s nothing I’ve done in my life that is harder than being a founder CEO. Nothing. It’s 100x harder than being a VP. Even if the actual work is easier. It’s 100x harder than being a VC.  Even if delivering top returns as a VC is maybe even harder than as a founder. But I […]

Posted in Business, Entrepreneurship, Featured Posts | Tagged customer relationship management, echosign, Entrepreneurship, Initial public offering, InsightSquared, SaaStr, salesforce.com, software as a service, startups

Marketing: Community emerges as a source of customer 'truth'

Marketing: Community emerges as a source of customer ‘truth’

By Michael Krigsman on October 9, 2013

During a recent CxOTalk conversation with Wendy Lea, CEO of Get Satisfaction (disclosure: I am an advisor), we discussed the value of online communities in brand marketing. Although support organizations have long used communities to improve customer service and reduce costs, the relationship of community to marketing is particularly interesting. You can view the entire discussion […]

Posted in Featured Posts, Marketing | Tagged #cxotalk, customer relationship management, customer service, get satisfaction, Wendy Lea

MindTouch Delivers Knowledge Base for Salesforce Customers

MindTouch Delivers Knowledge Base for Salesforce Customers

By Ben Kepes on October 1, 2012

MindTouch is one of the early leaders in the Enterprise 2.0 space –their CEO, Aaron Fulkerson was a regular attendee on the conference circuit. Over the last couple of years however, MindTouch has gone pretty silent as  market conditions and heightened competition caused them to disappear from view. I bumped into Fulkerson in San Diego […]

Posted in Application Software | Tagged aaron fulkerson, customer relationship management, customer service, enterprise 2.0, mindtouch, salesforce, salesforce.com, San Diego | 2 Responses

Customer Metrics for SaaS Companies

Customer Metrics for SaaS Companies

By Ben Kepes on September 13, 2012

One of the key pieces of advice for SaaS startups (actually all startups really but in this case of particular relevance to SaaS0 is to measure everything. Over the last few years a number of different solutions have been developed which allow companies to measure different parts of their business

Posted in Application Software | Tagged Customer, customer engagement, customer relationship management, sales, Shareware, software as a service, Totango

Dataloader.io Provides Easy Salesforce Migration

Dataloader.io Provides Easy Salesforce Migration

By Ben Kepes on September 13, 2012

One of the great untold barriers to actually moving to the cloud is the not insignificant pain that organizations feel when migrating their data from an existing system of record to a cloud solution. This is especially the case when the solution is both an integral part of the organization’s

Posted in Application Software | Tagged appexchange, cloud computing, customer relationship management, database, salesforce, salesforce.com, San Francisco

FinancialForce 2012 Release–Delivering a Loosely Coupled Set of Solutions

FinancialForce 2012 Release–Delivering a Loosely Coupled Set of Solutions

By Ben Kepes on September 11, 2012

Nicely timed to coincide with next week’s DreamForce conference comes the summer 2012 release from FinancialForce, the cloud accounting company that is both part owned by Salesforce, and built upon the force.com platform. While product announcements tend to be a little ho-hum, this one is interesting since it comes from

Posted in Application Software, Featured Posts | Tagged customer relationship management, customer support, force.com, netsuite, salesforce.com, Service cloud, workday, zuora

Brightpearl Delivers in a Multi Channel World

Brightpearl Delivers in a Multi Channel World

By Ben Kepes on February 29, 2012

Nearly three years ago in a fit of frustration I wrote a post detailing what I considered to be a relatively obvious set of requirements for a small manufacturing business I am a shareholder in. To recap – we currently use a bunch of disconnected systems because there is no

Posted in Application Software, Featured Posts | Tagged brightpearl, customer relationship management, Ebay, Electronic commerce, kashflow, netsuite, quickbooks, software as a service

iComplete–The World’s Simplest CRM?

iComplete–The World’s Simplest CRM?

By Ben Kepes on November 17, 2011

There’s been a lot of talk among a new breed of CRM providers recently about finding the right balance of functionality and complexity to meet the needs of very small businesses. While salesforce has cleaned up in the enterprise cloud CRM space, there’s no denying it’s product offering is both priced a little too high, […]

Posted in Application Software | Tagged CRM, customer relationship management, google, icomplete, Internet Marketing, Small business, telephony

Totango Powers SaaS Vendor Insights

Totango Powers SaaS Vendor Insights

By Ben Kepes on October 10, 2011

Recently I’ve been doing a fair amount of advisory work with SaaS startups that are just taking their first tentative steps to market. I’ve sat in meetings at length trying to drill into sales cycles and pricing strategies and it often seems that organizations are flying a little blind without

Posted in Application Software | Tagged Application service provider, customer relationship management, engine yard, software as a service, Totango

Salesforce for Quickbooks for Salesforce for Quickbooks….

Salesforce for Quickbooks for Salesforce for Quickbooks….

By Ben Kepes on September 9, 2011

Owning and running a bunch of small businesses, I have a real appreciation for just how important it is for SMBs to have a handle on their customers and deal flow – CRM, a concept foreign to many SMBs only a few years ago has become, with the growing importance of social media, a critical […]

Posted in Application Software, Featured Posts, Small business | Tagged CRM, Customer, customer relationship management, integration, intuit, quickbooks, salesforce.com, Small business, smb, sme, software as a service, xero

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

By Mark Fidelman on August 31, 2011

To understand what Social Customer Relationship Management (SCRM) is, we have to start with a clear definition. The definition must be clearly articulated and easily understood by individuals in the industry. In the Magic Quadrant for Social CRM, Gartner writes, “Social CRM applications need to be far more customer-centric than more-traditional CRM applications. Without benefits […]

Posted in Application Software, Featured Posts | Tagged CRM, customer relationship management, enterprise 2.0, gartner, Gartner MQ, IBM, jive Software, lithium, magic quadrant, newsgator, nimble, paul greenberg, salesforce.com, scrm, Social CRM, sugarcrm | 2 Responses

Simon Cowell Left American Idol to Launch CRM Idol. But He Did Not Make the Final Cut.

Simon Cowell Left American Idol to Launch CRM Idol. But He Did Not Make the Final Cut.

By Zoli Erdos on April 25, 2011

Paul Greenberg did.  Simon is off doing X-Factor instead Joke apart,  if you are in the CRM business, or interested in CRM, or even just social software, chances are you’ve heard of Paul Greenberg. Simply said, he is the Godfather of CRM. And Godfathers get to make decisions.  If you follow Paul’s annual CRM Watchlist […]

Posted in Application Software, Featured Posts, Marketing | Tagged American Idol, contest, CRM, CRMIdol, customer relationship management, influencers, paul greenberg, Simon Cowell, social software | 1 Response

The Social CRM Magic Quadrant

The Social CRM Magic Quadrant

By Martijn Linssen on March 21, 2011

I missed the Social CRM Summit today – twice. Not only did I not physically attend, but I was occupied with work and only found time in my lunch break to quickly scan a few tweets. Now it’s after dinner, there are 700 tweets, and I am ready to analyse away. Of course I use […]

Posted in Application Software, Enterprise, Featured Posts, Trends & Concepts | Tagged 1.0, B2C, CRM, customer relationship management, magic quadrant, maturity, paul greenberg, scrm, Social CRM | 3 Responses

The Social CRM Oxymoron

The Social CRM Oxymoron

By Martijn Linssen on February 8, 2011

The temptation was great of course, a few years back, to invent Social CRM. There was a lot of buzz about Social, social people, social companies, social employees and social customers. It wasn’t a great step from that last one to Social Customer Relationship Management. Last year I piled all that up on the Social […]

Posted in Business, Featured Posts, Marketing | Tagged 1.0, B2C, Customer, customer relationship management, facebook, integration, Klout, scrm, Social CRM, social media | 1 Response

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