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Tag Archives: CRM

Why Customer Service Is Moving To The Cloud

April 2, 2009 – 9:40 AM

People used to pick up the phone to call “the experts” in customer service. The major innovations there have been about using technology to make knowledge accessible to these experts and to cut costs. The latter effort has been the most effective part and the cost savings have been far greater than the improvements in [...]

By Roland Smart | Posted in Marketing, Podcast | Also tagged customer satisfaction | Comments (0)

Salesforce IS The Foundation

March 26, 2009 – 9:54 AM

I’ve talked at length about the importance of building a marketing foundation that allows companies to capture data and insights from their communities, analyze it, report on it, and channel it into development. This information also comes in handy when you’re ready to return value to the community. One problems is that there has been [...]

By Roland Smart | Posted in Marketing | Comments (1)

CRM Analysis Redux

January 14, 2009 – 8:52 PM

This is a follow up to my earlier post on customer relationship management (CRM) tools. Thanks to all who responded and provided feedback. I’ve followed up on many leads, and am writing to provide a high-level update on what I’ve learned.
Discovery Summary
The landscape for CRMs is quite diverse in terms of business model, price, and [...]

By Roland Smart | Posted in Marketing | Comments (4)

Sales & Marketing People – tell us about your CRM!

January 2, 2009 – 2:38 PM

I’m writing to ask you about the CRM tools that you use, so that we can make an informed decision and share some knowledge with the community. As I’m also doing some due diligence for Adaptive Path, I can also share some of what I’ve learned as an introduction to the conversation. The CRMs that [...]

By Roland Smart | Posted in Marketing | Comments (4)
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