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CRMBuyer.com
Women in Tech
June 24, 2020
proactive relationship management helps sales teams
If you search for "why CRM fails" you get over three million results. Analysts report that close to half of all CRM projects fail and about 40 percent of CRM software purchased goes unused -- because sales teams don't want to use software that makes them glorified data entry clerks and still doesn't "work." As a CRM industry veteran, this ongoing failure rate hits close to home, and in my experience is much higher. [More...]

June 18, 2020
better algorithms for crm
Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not very precise. [More...]

June 11, 2020
customer service representatives who can work from home are happier and more productive
As the dust settled on what most have deemed the "new normal" of working from home, many industries -- including customer service -- rapidly shifted operations to be remote work-friendly. At the same time, call volumes increased exponentially: During the last few months, airlines saw a 199 percent increase in customer inquiries, while grocers saw a 39 percent increase. [More...]

June 10, 2020
new features in verint's workforce management software help accommodate covid-19 safety guidelines
Verint has announced new capabilities within its workforce management solution that automate compliance with CDC guidelines to reduce the risk of COVID-19 infection as employees transition back to the workplace. New workflows automatically create a comprehensive schedule that is prescriptive, while including traditional workforce management criteria such as skill level, channels and peak hours. [More...]

May 28, 2020
new approaches to prospects are needed in light of changing circumstances
A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in. As marketing leaders, it's an incredibly difficult time to direct our teams. Yet, while we're all figuring out how to juggle emotions, families, dogs, toilet paper shortages, and a calendar full of conference calls, the revenue team has to press on in building pipeline and establishing predictable growth. [More...]

INSIGHTS
CRM's K-Wave
May 26, 2020
crm innovations today may become the long-term k-wave of tomorrow
These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society.In economics we often see a disruptive innovation climb a ladder as it becomes something that society needs, as well as wants, until it becomes essential. [More...]

May 20, 2020
salesforce has adapted crm practices in its guide for businesses to operate safely during the pandemic
CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The next normal will have something to do with CRM. [More...]

May 14, 2020
oracle is on the upswing thanks to its ability to scale
Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things about its ability to pay dividends even in tough times. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market. [More...]

May 8, 2020
excellent customer service can help a business to survive a crisis
Customer service doesn't have to suffer while your company goes through a difficult transition. In fact, 78 percent of consumers said they stopped doing business with a company because of poor customer service. Now is the time to show your most valuable buyers how you'll keep them informed, updated and respected throughout this crisis by adapting your practices to the moment. [More...]

April 29, 2020
crm can bring scientific tools to problem-solving when numbers matter most
You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people following the industry, I get a modicum of joy when a vendor adds something new to the toolbox. [More...]

April 28, 2020
zoom and oracle have entered a partnership that could signal major disruption in the business travel sector
Oracle and Zoom just entered a deal that for once is more about technological audacity than about dollars -- a partnership to host Zoom on Oracle Cloud Infrastructure. In just a few months -- basically since the beginning of the novel coronavirus pandemic -- Zoom has seen demand for its service grow from about 10 million daily meeting participants to more than 300 million. [More...]

April 27, 2020
flexibility scalability upgradability and ease of deployment are key to crm integration success
The enterprise IT environment is complex. Many systems, technologies and practices developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the continuous sharing of information. Systems and data must connect as if all information were native to each. [More...]

April 22, 2020
salesforce technology may be ideally suited for the contact tracing challenge
Contact tracing is a big job, like trying to drain an ocean with a teaspoon. It involves finding people who have been exposed to the coronavirus and testing them to determine if they are infected or are carriers. Public health officials then can take necessary steps to prevent the virus' spread. It's a perfect fit for CRM, and Salesforce's core technology is coming to the forefront. [More...]

April 22, 2020
google has made it free for merchants to list products on its shopping service
Merchants soon will be able to sell products on Google Shopping at no charge. Previously, they had to pay per click, but the cost was not fixed. There was no minimum, but they had to set a maximum for ad spend and Google would stop displaying their ads once the maximum was reached. Starting next week, search results on the Google Shopping tab will consist primarily of free product listings. [More...]

April 15, 2020
without support for the us postal service e-commerce businesses and customers could suffer
The U.S. Postal Service recently has been battered by a decline in the number of packages it delivers, partly caused by the coronavirus situation. It reportedly is losing $2 billion each month and will be "illiquid" by Sept. 30. The USPS is chartered to do the hard and often unprofitable work no one else wants to do, but the White House has rejected talk of a bailout for the service. [More...]

download NICE inContact Remote Agent Checklist
How likely are you to consider a new device for desktop video conferencing?
Definitely -- Face-to-face meetings and collaboration tools are critical to my business. I need the best available technology.
Somewhat -- Video conferencing is important to me, but the cost of new equipment is a concern.
Unlikely -- My current hardware with free or low-cost applications satisfies my needs.
Not at All -- Online meetings are not important to me.