11 Terrible CRM Systems For Your Company

11 Terrible CRM Systems For Your Company

        They are terrible when they are not implemented the right way. They are terrible when companies don’t appreciate that all of these magical applications are nothing but databases and don’t put the right processes in place to ensure that all interactions are entered into this database so that the data can […]

Is Google Getting Into The Social CRM business?

Is Google Getting Into The Social CRM business?

      Relax, CRM vendors. Google is not getting into the customer relationship management business (CRM) anytime soon. But they should. Google seems to understand the Social CRM needs of small and medium sized companies better than most. Users are able to opt out of this feature. And if your company uses Google Apps, […]

What will CRM look like in 2015?

What will CRM look like in 2015?

          The next generation of CRM begins with the premise that the database starts full. It should constantly uncover everything it can about your prospects and customers. It should monitor website updates, news, public filings, posts to social networks, technology vendors, job openings and new hires. This is data you could […]

12 traits of best managed contact centres

12 traits of best managed contact centres

      What do the best contact centres do best? While there are myriad factors that contribute to success, I have observed 12 overarching and interrelated characteristics that emerge in those organisations that consistently outperform others. Many organisations are still focused primarily on one level or one dimension of value — e.g., to deliver […]