CRM implementation

Oracle CRM veterans offer a few innovative deployment tips

I’m out in San Francisco for Oracle OpenWorld and found a few items of interest aside from the news that Marc Benioff is crashing the party.

I plan to be there tomorrow at Benioff’s session to see if he plays the polite guest (my guess is he will), but in the meantime, there were a few interesting tidbits from some successful CRM deployments at a customer panel.

These are not necessarily Oracle-specific but some practices I hadn’t seen before and worth noting here.

Continued »

Jill Dyché on managing customer data, social media

Managing customer data has always been a critical factor in successfully deploying CRM and that hasn’t changed. Getting the right data to the right people at the right time can make or break a CRM initiative and it’s something CRM professionals need to think about holistically.

In this podcast, SearchCRM.com sat down with Jill Dyché, partner and co-founder of Baseline Consulting, a Sherman Oaks, Calif.-based consultancy to discuss the challenges of managing customer data. Dyché, a longtime expert in both CRM and data management issues discusses some of the challenges confronting organizations during CRM deployments and day-to-day management of CRM systems, including; data governance, data quality and data integration.

In this 16-minute podcast, Jill discusses:

Why dirty data has plagued CRM deployments historically and the issues organizations are facing now.

• How companies should approach managing customer data when launching CRM.
• How companies who are already running CRM can address their customer data challenges.
• Where organizations can find “quick wins” managing their customer data.
• How MDM and CDI fit into the CRM and corporate landscape.
• When and how companies need to address the rise of social media and unstructured content in the context of customer data.

 

 Standard Podcast [16:39m]: Play Now | Play in Popup | Download

CRM videos: Glengary Glen Ross, the social customer and ball tossers

“Put the coffee down.”

I always loved that line, and that movie. I’m a fan of David Mamet’s in fact. So, when I came across a YouTube video the other day by Wallstrip spoofing the famous Alec Baldwin scene from Glengary Glen Ross, I thought it was worth passing along.

The video’s been around for a while, as have the others I’ve embedded here, but they’re definitely entertaining.

In fact, anyone involved with CRM 2.0 or curious about it has probably seen the advertiser/consumer bit from Microsoft Digital Advertising. It definitely makes its point, as does the SAP ball throwers.

Enjoy. Continued »

Brent Leary on CRM for SMBs

The recession has companies worried about their customer relationships more than ever and that’s encouraged small- and medium-sized businesses (SMBs) to start taking a closer look at CRM software.

While consolidation has been a major factor in the market for CRM software for large enterprises, start-ups are cropping up all the time to serve the SMB sector.  SearchCRM.com sat down with Brent Leary, co-founder and partner of CRM Essentials LLC, a CRM consultancy and advisory firm focused on small and mid-sized enterprises that provides training and best practices for implementing CRM software and CRM programs.

In this 15-minute podcast, Leary discusses:

• The current state of adoption of CRM software among SMBs
• Best practices for SMBs deploying CRM software
• What SMBs have learned about CRM failure from their enterprise counterparts
• The effects Web 2,0 and social networking are having on managing customer relationships and how SMBs can and are taking advantage of it

 

 Brent Leary on CRM for SMBs [17:37m]: Play Now | Play in Popup | Download