In two previous articles I outlined how to create analytical methods that support customer-focused profitability and forecasting & budgeting analysis ("The Art of Customer Profitability Analysis" and ...

CRM has become known not only for amazing successes, but also for the numerous documented failures. Although the media has been flooded with case study after case study of corporate America and its ...

Learn how to create an effective CRM strategy in 8 easy steps to boost customer relationships, streamline processes, and drive growth. Customer relationship management is vital for any business ...

Juggling customer details, remembering follow-ups, and keeping track of every interaction can be overwhelming for small ...

Customer relationship management (CRM) solutions have become a must-have for businesses of all kinds. It’s not enough to just deploy a CRM solution—you need to deploy the right one. But with multiple ...

Part 1 of this series on getting started with CRM addresses factors to consider when deciding whether the time is right to take the plunge.Part 2 offers advice on how to choose the right CRM tool.Part ...

A successful CRM project balances strategy, process, technology and employee initiatives so that you address all of them within the time and resource limitations you face. I have broken these ...

Customer relationship management programs have become too much about the technology and not enough about the customer relationship, according to Harvard Business School professor Susan Fournier. The ...

IDC predicts strong growth in European CRM spending - but says you must set measurable objectives to get return on investment. New research from the analyst group, IDC, predicts 20 percent compound ...

The U.S. Department of Commerce is planning a major upgrade of its customer relationship management capabilities, which is likely to include a multiyear contract opportunity for a cloud-based CRM ...