Voices of CRM:

CRM best practices

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July 29, 2011  7:13 PM

Get executive buy-in for social marketing with evidence, not promises



Posted by: Rosecafasso
CRM best practices, social crm, social marketing, social media

Eric Schwartzman, a social media consultant, has an interesting way of explaining the difference between traditional marketing and social marketing. He likens traditional marketing to a cash transaction. It involves two parties and once the deal is done, well, it's done. Social marketing, on the...

June 7, 2011  5:11 PM

Group aims to sharpen focus on customer experience management



Posted by: Rosecafasso
CRM best practices, CRM implementation, customer experience management

The term customer experience management has come to mean so many different things that it almost has no meaning at all.

But one group wants to change that.

The Customer...

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June 10, 2010  12:59 PM

CRM’s legacy of failure lives on



Posted by: Barney Beal
CRM best practices, CRM failure, CRM implementation

Back when I first started covering the CRM market the constant discussion of CRM failures had mostly passed. Sure, it was still an issue. Everyone remembered the AT&T Wireless-Siebel...

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