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 ...

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 ...

In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the top 12 CRM ...

The question of CDP vs. CRM is often posed as an either/or scenario. I argue you need both/and to deliver optimal customer experience. Here's how. Competition is fierce in the area of customer ...

Extensive academic research shows that the majority of mergers fail to increase shareholder value, often because the integration of acquired business units takes longer than anyone planned. So the ...

CRM is a brilliant way to boost your business, connect with customers, and generally make life easier. But let's be honest, sometimes CRM implementations can feel a bit like navigating a maze ...