Richard Boardman

Last quarter’s CRM market news in 60 seconds…

In case you missed them, here’s my 60 second bullet point round-up of the main CRM software stories last quarter: April Salesforce.com take a cue from...

Getting closer to the coal-face to get more out of CRM technology…

Photograph courtesy of Ron Reiring I’ve been having one of those ‘I’d long known it was important, but I’d forgotten just how important’ moments in...

Are people really using your CRM system? Six ways to find out…

If you’re not sure how well your CRM system is being used, here are five ways to find out: Look at usage stats If people aren’t...

A quick introduction to social listening, its benefits, and integration with CRM

Photograph courtesy of Ky With Microsoft recently announcing that social listening will be a key component of its spring 2014 release, following last year’s acquisition...

Sixteen things you should be doing to maintain the value of your CRM system...

So you’ve invested in new CRM software and successfully overcome the challenge of user adoption. What now? Photograph courtesy of zzpza Here are sixteen things you...

The under-appreciated benefits of the humble CRM mail-merge function

One feature of CRM technology that I don’t think users make enough of is the ability to create, store, and manage mail-merge templates within...

Ten ways to use your CRM system to better support telephone-based sales and marketing

A lot of businesses have some form of telephone-based sales and marketing function, and most will make use of CRM technology to support their...

Last quarter’s CRM software news in 60 seconds…

In case you missed them, here’s my 60 second bullet point round-up of the main CRM software stories last quarter: December Oracle announces it will buy...

The hidden dangers of replacing vertical CRM software with generic offerings

One of the big shifts we’ve seen in the CRM market in recent years is the progress that generic CRM software such as Salesforce.com,...

Choosing CRM software – the dangers of recommendations – an addendum

In my last post I wrote about the dangers of recommendations when selecting CRM software, and I just wanted to add a few points...

Choosing CRM software – the dangers of recommendation

While recommendations from people we know is probably the biggest influence on our purchase decisions for goods and services, I’ve never been too convinced...

Dull maybe, but essential – the role of the usage manual in CRM implementation

Point 57 in the ’99 ways to get more out your CRM software’ was: 57. Develop a usage manual – does everyone understand how they should be...

A worked example as to why process inefficiencies provide rich pickings for CRM technology

Carrying on my elaboration of some of the points in the ‘99 ways to get more from your CRM software’ post, point 69 suggested...

CRM’s role in aligning sales activity with opportunity…

As I mentioned in my last post, I’m in the process of fleshing out some of items on the ‘99 ways to get more...

Big, quick gains from streamlining your CRM system…

Early last year I wrote a piece entitled ‘99 ways to get more from your CRM software’. Given the nature of the post brevity...

The many benefits of integrating customer support into CRM

While many organisations run some sort of customer help-desk or advice line, it’s surprising how often this function is supported by standalone technology rather...

In case you missed them, a catch up on this Autumn’s CRM stories

For those that want a quick recap or may have missed them orginally, here's my take on the main CRM stories this autumn: An uneasy...

In case you missed them, the top ten CRM software stories this summer

In case you disconnected from the world of CRM this summer, here's a round-up of the main stories: Salesforce.com and Oracle – peace breaks out One...

Last month in CRM software – a catch up on May’s CRM news

In summary: Salesforce.com's Q1 results trigger a share price dip, NetSuite makes an acquisition and signals there may be many more, and Rimini...

Last month in CRM software – a catch up on April’s CRM news

In summary: Salesforce overtakes SAP to be number one, SugarCRM's SugarCon, and great results from Netsuite and Rimini Street… It's long been on the cards,...

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