OK, take a deep breath. I'm going to spend some time distinguishing customer relationship management (CRM) from customer engagement management from customer experience management. Then you'll have to ...

In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the top 12 CRM ...

(Direct) Ask any four marketers what customer relationship management means to them and you’re likely to get four completely unique answers. Direct magazine knows—because it did just that. It talked ...

Getting professionals to input or manage contacts in CRM has always been a goal – and a real challenge. It’s time to reset those unrealistic expectations and redefine the concept of CRM success. As ...

I didn’t realize it until this week, but there still seems to be some confusion about Social CRM in certain business circles. Let’s fix that right now. […] The closest best definition on the day came ...

Think of your CRM operating model as the blueprint for how your organization manages everything connected to your customer relationship system—the people, the processes, the data, and the technology ...

Getting professionals to input or manage contacts in the CRM has always been a major goal and challenge for businesses. Firms have long struggled to convince users to consistently enter and maintain ...

Companies deploy CRM solutions to improve business performance, maximize customer relationships and enhance customer service, but many deployments fail to meet expectations. There are many reasons ...

A customer relationship management (CRM) package from Microsoft that tracks sales people and customers. Introduced in 2003 for internal servers, an online service similar to Salesforce.com debuted in ...

Pini Yakuel, founder and CEO of Optimove, a profitable and rapidly-scaling business, has over a decade of experience in analytics-driven customer marketing, business consulting and sales. His passion ...