Voices of CRM

Apr 21 2009   3:45PM GMT

Brent Leary on CRM for SMBs

Barney Beal Barney Beal Profile: Barney Beal

TBrent Learyhe 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

2  Comments on this Post

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  • BillOdell
    "Barney, Brent, Great interview. Really enjoyed your thoughts. Those of us at Helpstream couldn't agree more that retaining customers is essential in this economy, especially for small businesses. Customer Service is the critical contact point for engaging customers and we see more and more of this is taking place on the web in social networks. We believe that building a great online customer service community creates a natural onramp for building customer communities for other areas of business. Nice podcast.
    0 pointsBadges:
  • RJ123
    Brent I couldn't agree more...my firm just started using contactplex.com to maintain our client relations...in the past we used Microsoft outlook which is horrible for managing clients in my opinion.
    5 pointsBadges:

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