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May 13, 2011  2:22 PM

Marketing taking more cautious approach to social media



Posted by: Rosecafasso
IBM, Internet marketing, social crm, social media, Unica

You know something is over-hyped when even marketing folks are tired of hearing the big sell. So, when a group of 300 of IBM's customers and prospects in the marketing field were recently surveyed about their social media plans, about half said they are using social media. The responses showed...

April 21, 2011  1:47 PM

Larry Ritter on Sage CRM, cloud, social and mobile



Posted by: Barney Beal
CRM software evaluation, SaaS CRM, Sage, social crm

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April 5, 2011  1:26 PM

Lessons in social CRM from two early adopters



Posted by: Barney Beal
Gartner, social crm

Gartner held its annual CRM conference (now named Customer 360 but it’s the same thing) in LA last week. The topic of social CRM -- social networks, customer communities, interactions via Facebook and Twitter -- has been a point of emphasis at Gartner and in the wider market for years, but more...


March 18, 2011  3:11 PM

Social CRM taking greater steps toward wider adoption



Posted by: Barney Beal
social crm

A pair of analyst reports issued recently helps provide a pretty clear indication of the maturation of social CRM. Earlier this month, Gartner predicted a rapid rise in using social CRM for customer service. "Social CRM for customer...


February 8, 2011  2:36 PM

Dennis DeGregor and the customer-transparent enterprise



Posted by: Barney Beal
CRM strategy, online customer service, social crm

Dennis DeGregorOrganizations need to transform...


January 20, 2011  6:51 PM

Are collaboration tools the new CRM user interface?



Posted by: Barney Beal
CRM implementation, Oracle, Salesforce.com, SAP, social crm

What will CRM users require from their application interfaces in the future and how quickly will vendors be able to adapt? It's an interesting question amidst the rise of social networks and mobile capabilities. Some folks from Salesforce.com were in town recently talking up the latest...


November 4, 2010  3:35 PM

Is there a backlash brewing toward social CRM in customer service?



Posted by: Barney Beal
call center manager, customer service, social crm

Cisco yesterday joined the ever increasing ranks of software companies jumping on the Social CRM bandwagon, releasing Cisco SocialMiner, a social media monitoring tool that takes comments and posts from social...


May 25, 2010  1:18 PM

Sheryl Kingstone discusses mobile CRM strategies



Posted by: Barney Beal
Mobile CRM, mobile sales, mobile sales force

Sheryl KingstoneMobile CRM has long held the promise...


April 28, 2010  7:22 PM

Is this the end of Apex and other questions about VMforce?



Posted by: Barney Beal
Chatter, SaaS CRM market trends, SaaS vendors, Salesforce.com, VMforce

Salesforce. com and VMware got together yesterday and released some details on VMforce, their much anticipated collaboration. It left me with more questions than...


March 24, 2010  2:01 PM

Dispatch from CRM Acceleration



Posted by: Meghanbkelly
social crm, Web 2.0

Yesterday, Barney and I attended CRM Acceleration: Accelerate Sales with Social Media and CRM, a joint series of talks sponsored by BrainSell and SugarCRM at the Boston-Woburn Hilton in Woburn, Mass. Of course, being a...


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