CRM influencer Mike Boysen says that CRM customers don’t really value how many features they get for their money; they value their ability to get their larger system of jobs done better than their competitors. The industry's challenge is learning how to measure customers' desired outcomes and use them to find competitive opportunities. Do you agree?
Social CRM: The Conversation
Paul Greenberg focuses on not only what CRM is but where its going in this blog on CRM strategy, technology, stories, companies and personalities.
In addition to being the author of the best-selling "CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers," Paul Greenberg is President of The 56 Group, LLC.
Marketers are trying to figure out what to do with their customers now that marketing is the "first line of conversation." And technology enablers are starting to feel the heat and respond to it.
Infor, NetSuite and SugarCRM - last but hardly the least. Their opportunity for 2013 impact is probably greater than it ever has been for each of them. But each of them has some things to do - and they can be daunting.
We are in the midst of a roll. Today we look at award winners Oracle and SAP, two powerful and vexing companies who could own the world or be schooled by it. For 2013, I'm betting on ownership.
Winners salesforce.com and Microsoft always have an impact. But in 2013, there are things they have to do to make the kind of impact that will be dramatic enough to stay up with what shapes up to be a very important year in the technology world.
The 2013 CRM Watchlist Liftetime Achievement Award, the second annual one, kicks off the reviews. This is probably the kindest of the reviews that you'll be seeing in this entire 40+ series of them. Because the IBM IBV is SO damned worthy. How can I be edgy?
Oracle is the final company on the list, and they have responded as well. Do they meet the test? Well, they do have a portfolio of products that align with the claim, and that is something that no one else has been able to claim exactly. But I'd like to hear what you have to think about this one. David Vap, group VP for Oracle Applications responds.
The series continues with Sid Banerjee, CEO of Clarabridge I've known Sid for awhile now and think the guy is a straight shooter. Clarabridge is a good company generally - a very good one - but that's not the question at hand. Do you think he put his money where his mouth is? That's what he says he's going to do. You tell him yes or no in the comments.
Today I'm announcing the 2013 winners of the CRM Watchlist, including the vendors, the consulting/systems integrators, and the "Ones to Watch."
We have Medallia's response here to the Customer Experience Challenge. Do they meet your rigorous standards for customer experience?