Best of CRM: Week of November 9th


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Every week, we’ll recount some of the best buzz around CRM and data integration. We’ll review our favorite articles and share the most pressing findings or key takeaways from each.

Integrating CRM with ERP, social and mobile is the way of the future
By: Heather Clancy (@HeathClancy)
Heather notes that strategic business people are looking to drive more value from their CRM investment, specifically by identifying relevant points of integration with other high-value systems, like ERP applications, social media and mobile. Along with this businesses are defining the key metrics to measure that indicate success.

A great article outlining the future of CRM – it also touches on the importance of a thoughtful, phased implementation process.

Now You’re All…Customer Experience, Huh? PROVE IT!
By: Paul Greenberg (@pgreenbe)
Paul writes in his usual conversational style asking what has driven so many companies to call themselves ‘Customer Experience’ experts and how their products have changed to support this. For Paul, CRM strategy has always been about improving customer experience and he’s educated his clients on this for years.

Specifically, Paul is asking 7 companies (Oracle, SAP, Get Satisfcation, Medallia, Allegiance, Genesys Labs and Clarabridge) to define their customer experience expertise and how their focus has shifted to address this growing element.

We are looking forward to seeing each company’s response.

The Month IT & ERP Permanently Changed
By: Brian Sommer (@BrianSSommer)
Brian spent much of the fall travelling to different industry conferences. At the end of his tour, the picture painted proves to him that our industry is undergoing rapid change, from the magnitude of cloud computing to significant changes in the ERP market. Brian’s position? There’s a lot of uncertainty at the moment, but expect changes at all levels of the
organizations, a change in the ERP leaders and prominence of innovative IT and ERP providers.

This comprehensive piece is worth the read. Grab a cup of coffee and dig in.

Dynamics Updates
Microsoft commits to delivering Windows 8 CRM app by mid-2013
By: Mary Jo Foley (@maryjofoley)
Mary Jo Foley, Microsoft expert, weighed in on Microsoft’s announcement that a new version of Dynamics CRM will be released in mid-2013. The news is welcomed by those who believed Microsoft would be slow to bring Windows 8 to its enterprise apps market.

Microsoft Preps Dynamics CRM Update for December
By: Pedro Hernandez (@ecoINSITE)
Microsoft Dynamics CRM will also see updates as early as December of 2012, specifically enhancing integration with Skype and Yammer for stronger social-enabled collaboration.

There you have it folks. What do you think about Microsoft Dynamics updates? What’s your reaction to Brian Sommer’s piece? Tell me on Twitter. Have a great weekend. 

Peter Chase
Peter founded Scribe Software along with Jim Clarke in the beginning of 1996. As Executive Vice President, Business Development, Peter is responsible for establishing and growing partnerships with other leading technology companies in support of Scribe's overall market and product strategy. Prior to founding Scribe, Peter held senior positions in sales, product marketing, and finance at SNAP Software, an early pioneer in CRM software that was acquired by Dun and Bradstreet. He has published numerous articles and whitepapers and is a frequent speaker and panelist at industry events.


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