Customer Relationship Management Archive

How to Develop a Facebook Page that Attracts Millions of Fans

“There are numerous ways for brands to leverage Facebook but the overall branded experience is becoming increasingly integrated into a single offering as the new Pages product highlights. So what... 
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Developing a Personal Brand Online, an Interview with Jeremiah Owyang

“Twitter is part of my overall online personal brand, but like one of the sections of a great orchestra, it’s only one of the parts. It serves a specific, yet important role. I use all the... 
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Why Do People and Businesses Use Twitter?

“I read a lot of blog posts and articles about “how” to use Twitter to productively market, promote, converse, or network. I read a lot about Twitter etiquette and about how to get followers,... 
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How to Track and Quantify Your Social Media Efforts

“If you’re managing social marketing for yourself or your business, the biggest challenge is where to spend your time, how to maximize your time, and how to show ROI. It’s my challenge... 
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CRM Comes Back, Selling to Small and Medium-Sized Enterprises

“The market for customer relationship management (CRM) software could be seen as a microcosm of the issues affecting the rest of the business application market. According to industry analyst DataMonitor,... 
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Measuring Customer Satisfaction and Loyalty: How to Get it Done in a Day

“Most businesses are faced with a fairly straightforward question today – How do I measure success? Obviously looking at the balance sheet every month can give you some insights into how you... 
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The Changing Nature of CRM

“Siebel may have picked a great time to make its move. According to a forecast released Tuesday by market researcher IDC, the prevailing method of selling software–offering a perpetual license... 
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Hosted Software Gains More Converts

“The board of directors at instant-camera maker Polaroid Corp. last week tapped computer-industry veteran Michael Pocock to run the company. A former VP of strategy at Compaq, Pocock helped the PC... 
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Microsoft To Prime CRM Pump With SBS Promotion

“As expected, Microsoft will offer an aggressive promotion pairing Microsoft CRM with Small Business Server 2003. Customers who already have SBS 2003 Premium Edition or who buy it starting in January... 
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How to Keep Your House List Open Rate Above 50%

“But wineries with a house email list and a strong brand are successfully convincing even the most offline-disposed consumer to purchase online. In fact, Benson says up to 80% of wine sold on winery... 
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In an About-Face, Siebel To Deliver Software on Net

“The new approach is designed to relieve companies of the large initial investment and lengthy installation process required to run their own CRM (for “customer relationship management”)... 
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Choose your words carefully on the Web

Choose your words carefully on the Web: “What does “customer care” or “in a moment” mean to you? Probably something very different from what Dell and McAfee mean. The words... 
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The ‘Online Customer’ Is Dead

The ‘Online Customer’ Is Dead: “The online consumer is dead. So asserts Forrester Research. That is, the divide between people who make purchases and support requests exclusively through... 
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Facing their demons

Facing their demons: “When a customer is put on hold a long time, given snail-like service, or offered less attractive prices, at most companies it’s inadvertent. But at a growing number of... 
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Outsourcing CRM to Hosted Service Providers Enables SMBs

Outsourcing CRM to Hosted Service Providers Enables SMBs: “Small to mid-sized businesses (SMBs) are implementing or evaluating CRM in droves. With limited expertise, infrastructure, and budgets,... 
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Microsoft CRM to be release early 2003

CRM Knowledge Base: “Microsoft CRM is being developed from scratch and will be the company’s first full foray into that software market. The applications are being designed for companies with... 
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