crm - News, Features, and Slideshows

• The top 5 technologies to deliver a unified CX

  The customer engagement centre and contact centre have been integrating in silos for decades, with limited sharing of customer interaction channel functionality and data.

• Fisher & Paykel invests in critical CX tools

  Jon White, GM information technology, shares how the premium appliance brand lifted customer satisfaction and lead IT staff to work more closely with business counterparts

• How Spark refused to let legacy norms hold back digital transformation

  ...and developed a playbook for success that other organisations can learn from.

• CIO upfront: Smart CRM is more than just an address book

  Although it has promised a 360-degree view of the customer, CRM has only provided a ‘central view’ of customer records without rich contextual detail and insight. This may change with AI, writes Daniel Lund of Accenture NZ.

• Grant Taylor of Acland Holdings: The route from CIO to COO-plus

  “I don’t talk technology much these days, I talk outcomes for the business,” says Taylor who held a succession of ICT roles before moving into operations.

• Six ways social media affected the enterprise in 2012

  Social media has changed more than the way companies market and promote themselves. Social networking has also changed the way companies recruit, how they communicate internally and how they handle sensitive data.

• Warming up to SaaS

  Renting software and accessing it through a website sounds like a good idea and has been pushed endlessly by sections of the IT industry, but the idea has been having trouble gaining traction.
  But analysts now seem to have a better fix on the SaaS (Software as a Service) trend and they say small to mid-sized enterprises (SMEs) are coming on board.

• Connecting with your customers

  Customer relationship management has historically been seen in an all-too-literal sense, as dealing only with the relationship between the customer and the contact – usually a salesperson. It’s a way of keeping track of the contacts made with the customer or prospect and the progress in handling their needs in sales and after-sales and taking the opportunity to cross-sell and upsell.
  Traditional CRM may have provided information on the success of a promotional campaign, but that’s about as far as it went back into the analysis of the company’s business. It has often become a silo, with the consequence that its front-line users, the salespeople, saw little benefit from it to compensate for the extra workload entailed in entering data into an often unfriendly system.

• Not just cubes

  Business optimisation and accountability are among the big issues which have continued to pump life into the data query, analysis and reporting software genre. It has in the past been called the Executive Information System, the “everybody information system” (when it was realised that not just top management could benefit from a digested view of the organisation’s performance) and, in one of its most recent incarnations, Business Intelligence.
  The latest use to which analysis software has been put is Business Performance Management or, as Gartner prefers to call it, Corporate Performance Management (CPM). But it’s more than just the same thing under a different name. Previous analytical engines resided in something of a compartment of their own. The data from the company’s day-to-day operations was piped into them by a process known as Extract Transform and Load (ETL) and reorganised into “cubes”, a suitable format for cross-tabulating and graphing the data on multiple axes.

• SaaS: What’s the real deal?

  “What if we created a utility for enterprise automation? Then you don’t have to create a datacentre! Then you don’t have to have a CIO!”
  That was Salesforce.com CEO Marc Benioff in June 2003, selling the benefits of the then-new concept of software as a service (SaaS).

Whitepapers about crm

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  A Better Customer Experience Starts with a Better Agent Experience: How to Maximize Productivity to Drive Results

  You’ve heard the old sayings: “It’s the people that make the place,” and “You’re only as good as your team.” It’s true, having the best people onboard makes your business stronger. But let’s say you hit the hiring jackpot and have the best team on the planet working in your contact center. Your customer experience is going to be awesome, right? Unfortunately, the answer is not a definite yes. <script src="https://js.adsrvr.org/up_loader.1.1.0.js" type="text/javascript"></script> <script type="text/javascript"> ttd_dom_ready( function() { if (typeof TTDUniversalPixelApi === 'function') { var universalPixelApi = new TTDUniversalPixelApi(); universalPixelApi.init("1vpw4w2", ["2157pdx"], "https://insight.adsrvr.org/track/up"); } }); </script>

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  How your peers are leading the process of business transformation

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  The CIO, Customer Experience and the New CRM

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  Delivering Amazing Customer Experiences: Microsoft Dynamics CRM in Financial Services