Customer Engagement vs. Customer Service in CRM: Defining the Difference
The idea for this post came to me when I stumbled across a great piece on the Gartner blog, which was also the first time I found out that Gartner has a blog. Learn something new every day! I know Gartner well as a company that produces analytic reports on the health and welfare of …
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How to Choose Customer Relationship Management (CRM) Software: 6 Questions To Ask Your Customer Service Manager
Today competitive advantage increasingly depends on how organizations manage their customer relationships—and not simply on how well they design and build their products. Companies must implement strategies that enable them to be more customer-centric in a world where customer expectations will continue to escalate. This guide can help you to plan discussions with your customer …
Cloud Computing for Microsoft Dynamics CRM
One term that has taken over CRM Software News is “Cloud Computing” and I would like to take this chance to delve a bit deeper into this topic, defining its categories and weighing some pros and cons. (Definitions provided by www.searchcloudcomputing.com) Cloud computing is a general term for anything that involves delivering hosted services over …
Keeping Track Of Customers: Key To SMB Profitability
In the rush for revenue, businesses often forget the customer. The focus is on the invoice or transaction and the time it takes, instead of the relationship and ‘lifetime’ opportunity of a particular customer. Such behavior can lead to poor business predictability, lowered customer loyalty and satisfaction, and (ultimately) lowered profitability. Businesses of all sizes, …
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