Filed under SaaS

The Secret To A Successful CRM Implementation

One of the recurring questions I get from customers and prospects all over the world is, what is the secret to a successful CRM implementation?  My answer resonates with companies large and small, here in North America, in Europe and in Asia.  The secret to a successful CRM implementation is process, process, process. A CRM … Continue reading

Salesforce’s DimDim Buy – A Typical Proprietary Move

Many have probably seen that Salesforce.com has acquired web conferencing tools provider DimDim for $31m. (The rumors of this deal had been percolating since before Dreamforce so for many this was no surprise at all.) The deal pits Salesforce.com in many ways against some big companies and very popular products – Citrix’s GoToMeeting and Cisco’s Webex, … Continue reading

What is IT’s Role in the Social CRM Revolution?

Cruel dictator? Benevolent gatekeeper? Ignorant chump? All these words could describe your IT department’s stance to social media and how your organization drives business value out of the social revolution. Really, what is the ideal role for IT when it comes to adding social tools into the day-to-day life of sales, marketing and support agents? … Continue reading