David Sims
Data Quality “#1 Concern” for CRM Adopters, Survey Finds
Would it surprise you that as many as 23.8% of respondents to a recent survey are still not using a CRM system, but are tracking sales with Microsoft Excel -- or not tracking any lead and sales pipeline until the revenue is realized? That's...
CRM News: NetSuite’s SRP, RightNow, Ciboodle, Stupidest Criminal Alive
NetSuite has announced NetSuite OneWorld SRP, their "end-to-end cloud business management" offering. Company officials tout the product's "integrated financials, resource optimization and services management... down to the individual project level across geographies, currencies, and tax jurisdictions." Company officials also pointed out that "neither Oracle nor…
CRM Tool Academy: Finally — Get Instant Customer Feedback on IPhone Without Being An...
There you are, account manager, about to walk into a room with a major customer, wanna know if they've sent any feedback you should know about? No problem -- whip out your iPhone, click this nifty little app from Walker Information and there you...
CRM Tool Academy: New PeopleMaps App Reveals and Ranks Your Connections (And Integrates With...
Relationships -- it's CRM's middle name. Yep, it's all about the relationships. And now you can compare the size of yours with your friends. Taking Kevin Bacon one better, a Salt Lake City-based company named 7 Degrees is offering PeopleMaps, an app which they claim...
CRM News: Map Your Relationships; The Customer Service Death Rattle
CRM vendor StayinFront says that telecom firm Euphony Communications has deployed StayinFront CRM 11 across their European offices. Euphony established a beachhead in Benelux to support their core business reselling land line telephony, Internet access, mobile, and energy services such as gas and electricity. France...
CRM Tool Academy: Kana Enhances Its Social CRM Tool for ‘Wisdom of Crowds.’
Kana Software says the social CRM capabilities in their service experience management platform, Kana 10, have been "enhanced." To punch up the "collective intelligence capabilities" of the product, what agents use when navigating, cross-selling and up-selling, the product integrates Baynote's Collective Intelligence Platform to swoop...
CRM News: Salesforce.com, Dell, Amazon EC2, NGenera and Hungarian Cops
Commence Corporation has released a cloud computing edition of its CRM software, scheduled release date, January 2010, for deployment for the Amazon Web Service's Elastic Compute Cloud environment. Amazon EC2 is a Web service giving users "resizable computing capacity for the cloud," letting people dial...
CRM Tool Academy: Google Wave’s Customer Conversations Might — Just Might — Change Everything.
You may have heard scuttlebutt or rumors about Google Wave. If you're lucky enough to have had an invitation as part of the extended invite-only roll-out of the past couple weeks, our congratulations. Ours is, um, still in the mail. If you are using...
CRM Tool Academy: Corral All Your Social Media, Facebook, Twitter, VoIP, E-Mail Onto One...
Rocket Technology Labs is now accepting requests to Beta test their Rocketvox unified communications platform, which the Rocketmen say is "one place to view and manage all of your communications streams with channels for any POP or IMAP e-mail, VoIP, voicemail, visual voicemail, voicemail-to-text,...
Want To Be More Customer-Focused? Stop Being Defensive.
This reporter has officially arrived on social media: Here before you is the first fully Facebooked interview of my career. I met David Mangen, principal of Mangen Research Associates, on Facebook through a mutual friend, probably Paul Greenberg. We friended each other, got to know...
CRM News: Helpstream’s Social CRM — Twitter and Facebook for Profit!
Social CRM vendor Helpstream has announced a new social marketing module with "integrated marketing automation and social monitoring functionality." Companies will now be able to "integrate conversations occurring in public communities such as Twitter and Facebook with their existing customer communities and create actionable...
Kneeing Customers in the Groin — the HP Way
Noted CRM consultant Dick Lee is no stranger to bad customer service -- the man has flown Northwest. So when he says Hewlett-Packard's customer service has hit "rock bottom," well, one takes notice. Briefly: Lee had a problem with an out-of-warranty HP monitor, got nowhere...
K.I.S.S. Your Microsoft Call Center.
The good folk at Ignify, the CRM and ERP consulting firm proud of their Microsoft Dynamics Inner Circle Partner secret handshake, have released what they're calling an "enhanced contact center platform" for Microsoft's CRM Call Center Agent Desktop. "Enhanced" as in "simplified," since simplifying...
For CDC’s CRM, China’s Number Two!
This reporter was as surprised as the next guy to see Communist China's flag flying over the White House and the Empire State Building turned into a large Chinese lighthouse. So I put on my made in China t-shirt, fired up my made in...
CRM News: Microsoft Contact Center, IPhone Apps and Chief Dull Knife
CRM news, bits and pieces: CRM and ERP consulting firm Ignify and Microsoft Dynamics Inner Circle Partner have announced a contact center platform for Microsoft's CRM Call Center Agent Desktop which lets customer service agents using Microsoft CRM "prioritize incidents and escalate for resolution with...
Let The U.S. Army Fight For Your Customer Loyalty
Richard Cross and Janet Smith spoke of "identity bonds" between customer and company in their 2003 book Customer Bonding: 5 Steps to Lasting Customer Loyalty. Identity bonds are formed when "customers admire and identify with values or attitudes... they associate with your brand or...
CBM News: NetSuite Offers ‘End Of Life’ Counseling for SAP Clients
It's a beautiful day here in the CRM neighborhood, glad you tuned into the show here at Radio CBM 98.6, the Pride of the Metro Area, all Bill Monroe all the time: Thanks to the good folks over at Alterian for their recent research study...
CBM News: Stellar’s MCR Is Not CRM, MyStarbucks Ideas ‘Suck’
A good day, a fine day to one and all, welcome to Radio CBM 98.6, a fair to sunny day here in the Crescent City, all Buddy Guy all the time: Our first news comes from Melbourne, where MCR vendor Stellar—yes that's MCR, Managing...
CBM News: RightNow Gets HiveLive, Salesforce.com Gets Cloudier
Welcome back to yet another broadcast of Radio CBM, 98.6 on your radio dial and #1 in your hearts, the Voice of CRM in the Saugerties, all Robert Earl Keen, Jr. all the time: Callidus Software has unveiled its Callidus Commissions Manager, described by the...
CBM News: Oracle, Salesforce.com and Clarabridge’s Debuts — It’s a Ball!
Hola amigo, muchas gracias for dropping into Radio CBM, 98.6 on your dial and #1 in your CRM heart of hearts, all Freddie Fender all the time, the pride of the Pacific Time Zone: Mimosa Systems says that Florida's Palm Beach County will be "expanding...