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 ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

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 ...

CRM systems tend to have a wider user base across Enterprise organizations than most other software applications do. Industry analyst surveys indicate that over 60 percent of CRM systems are used by ...

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 ...

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 ...

Some IT systems are designed and built without a lot of regard for the organizational structure of users. Of course you pay attention to users needs and preferences, but an accounting system is ...

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 ...

Even if you’re not a Monty Python fan, “Bring out your dead” from The Holy Grail movie is a sick but funny sequence. That vignette is surprisingly relevant to how you handle leads in your CRM system. ...