Weekly CRM Roundup: Top CRM News Around the Web

JP Rastrullo —  January 24, 2014 — Leave a comment

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Welcome to our all-new roundup of customer relationship management (CRM) industry news from across the web. We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Your IT Group is at The Center of Your Customer Experience (and Your Business)
“Inside companies of all sizes, the issue of ‘silos’ – where walls have been erected between groups, divisions and departments – are both a common pain point and a significant cause of unmet customer expectations.” – Michael Hinshaw

As digital touch points increase and become more intelligent, the socially-savvy consumer will have an increased expectation of communication in these channels. This article proposes a shift in thinking, suggesting that IT as an organization needs to look at a business from the outside-in.
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Developing a Response Model in 5 Easy Steps
In an evolving digital landscape, the number of channels where customers interact with a brand continue to increase. How quickly do you respond in these channels? Do you have a response model? Every channel has its own audience — define that audience, and then find your voice there.
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The many benefits of integrating customer support into CRM
“While many organizations run some sort of customer help-desk or advice line, it’s surprising how often this function is supported by standalone technology rather than being part of the main CRM application.” – Richard Boardman

Implementing a system that spans sales, marketing, and support embraces a more open flow of information between all customer-facing employees.
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This is “How i CRM” – Redglaze Group 
Employees at Redglaze Group share their story about how they align teams across eight different companies to run seamlessly as a cohesive organization.

Aligning eight businesses is not for the faint-of-heart. By encouraging adoption to 74% of employees across CRM-deployed companies, Redglaze increases efficiency in all departments, streamlines resource-sharing, and increases consistency in all customer interactions across the company.
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Got other great articles we should include in future CRM Roundup posts? Let us know in the comments!

JP Rastrullo

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JP Rastrullo is a recent graduate of San Jose State University with a Bachelor's of Science degree in Public Relations. He is currently the Associate Social Media Marketing Specialist at SugarCRM, Inc.

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