Archives For CRM

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will dive into the different ways you can leverage CRM from a marketing perspective. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

CRM can be an indispensable tool for marketers that wraps together many solutions, including prospect and customer targeting, multi-channel and multi-touch campaigns, as well as lead tracking and management. Here are some statistics on marketing functions that can be executed through a CRM system:

Companies that automate lead management see a 10% or greater increase in revenue in 6-9 months. (Source: Gartner Research)

89% of marketers said email was their primary channel for lead generation. (Source: Forrester Research)

Relevant emails drive 18 times more revenue than broadcast emails. (Source: Jupiter Research)

And here’s our latest collection of articles on how marketers can leverage CRM and improve their marketing campaigns across the board.

Empowering the Individual CRM User with Intelligent Data
Dun & Bradstreet (D&B) and SugarCRM have teamed up to announce their latest service offering with integrated business data. With D&B for Sugar, you will be able to better profile your prospects before you contact them as well as see growth potential inside new and existing customers. Segmentation and targeting just got a lot easier for your integrated marketing campaigns.
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The State of Marketing Automation Trends 2014 [Infographic]
“More and more companies understand that to remain competitive, marketing automation is necessary.” – Dayna Rothman

What do people search for when surveying the technology landscape for marketing automation vendors? The people over at Marketo and Software Advice have put together an infographic titled The State of Marketing Automation Trends 2014 that highlights what drives organizations to purchase these systems.
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How to Integrate Email Campaigns With the Rest of Your Marketing
This article emphasizes that email as a singular marketing tool will never be as effective as an integrated email campaign. Tying in social media, blogging efforts, mobile, and analytical data into your marketing campaigns can help effectively boost your reach while increasing your click-through and conversion rates.
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What are you waiting for? Work smarter not harder. I hope you enjoyed this week’s roundup with its focus on CRM with a marketing lens. Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

The following is a guest post by Ginger Tulley, Senior Director of Marketing, Strategic Alliances at Dun and Bradstreet

Dun and Bradstreet (D&B) has been in the data business for 170 years. And in that time, the market for data hasn’t changed all that much. Until now.d&b_logo - no tagline.jpg

We have entered a whole new age of data. One in which streams of information can be delivered as services over the web, and appear as part of an application’s interface, with no action needed on the user’s part. Where new business models are built around data marketplaces, so anyone can subscribe to content and integrate it into workflows in ways never considered before. The world is opening up, and every day people are looking to do things better.

That’s just what SugarCRM has done, on behalf of its users. It’s taken a wonderful step to make it easier for sales, marketing and customer service teams to be more effective in their work by streaming data directly into their CRM. End users who have struggled to keep the prospect and customer information in their CRMs current and accurate no longer have to manually enter data or buy static lists.

They can just use D&B for Sugar, the service we’ve jointly announced today.

Sugar users can enrich their prospect or customer records with a single click.

Sugar users can enrich their prospect or customer records with a single click.

 

After working in the software industry for longer than I care to admit, one thing has become clear to me: Software needs to be easier to use. It should support the way people want to work, and not force them to plug in values because the software demands it. CRM systems are getting smarter, faster and more intuitive – and SugarCRM is one company leading the way.

Want to read more about today’s announcement? Check out SugarCRM Evangelist Martin Schneider’s guest blog post on our Partner blog, or visit the D&B for Sugar product page.

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will offer valuable insights to help jumpstart your customer loyalty program. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Creating an amazing customer experience can create customer evangelists. Although, how can you measure the value of a satisfied customer who isn’t loyal? Shep Hyken says it best:

There is a big difference between a satisfied customer and a loyal customer.
    ~ Shep Hyken

Did I also mention that Shep will be our keynote at this year’s SugarCon? The following will be a list of articles that can be used as a guide to revitalize your overall loyalty program, or give it a little boost.

Effective Social Media in your CRM: Loyalty
Social CRM can often complete the complete 360-degree customer view that companies rely on to communicate a consistent customer experience. Knowing exactly who your customers are will allow you to help serve them timely, relevant, and engaging content through the right social channel.
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How To Use Technology, Brains, and Service To Build Customer Loyalty
It’s here that you shift your customers’ perception of your company out of the “they’re perfectly fine for now” to “they’re my one and only.”” – Micah Solomon

Technology can’t foster customer relationships alone. However, by combining well-trained employees with the tools needed in order to create an extraordinary customer experience, you’ve created an opportunity demonstrate value to your customers and drive customer loyalty.
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Finding Benefits in SMB Loyalty Programs [Infographic]
How do you view customer loyalty for your SMB? This infographic explores the benefits of a loyalty program and exposes opportunities for you to take advantage of to leverage your customer base and keep them coming back for more.
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4 Sharp Tools for Honing Reseller Loyalty
This article focuses more on managing relationship within your extended sales force: the channel. Providing support through an indirect channel is like playing a lethal game of telephone in customer service.

“It’s repeatedly been said that service is the secret to loyalty. Most of the time, that’s said in reference to direct customers — but it applies even more so to the indirect channel.” – Christopher J. Bucholtz
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And there you have it. I hope you enjoyed this week’s roundup and have a newfound insight on loyalty. Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will contain some tips and tricks worth learning when it comes to social selling. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Recent studies show that social marketing has far greater rates of return than that of traditional outbound marketing.

Social media has a 100% higher lead-to-close rate than outbound marketing. (State of Inbound Marketing, 2012)

Here are a few tips and tricks to help get your organization on the path to being a social selling machine.

7 Ways Your Sales Team Can Get Results with B2B Social Media
“Are your salespeople actively engaged in social media as part of their lead generation efforts? If not, they (and your business) are missing out on great opportunities for researching potential B2B clients, building new networks and uncovering prospects by investigating their social media profiles.” – Jeremy Durant

Jeremy offers a play-by-play list of ways to encourage your sales team to embrace social media.
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Social Selling Dos & Don’ts
Lauren Barack offers her insight when considering the dos and don’ts of social selling. She highlights the importance of the quality over quantity of your prospects and shares relevant scenarios of making social selling work for you.
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How to Generate More Leads and Referrals on LinkedIn
Do you have 20 minutes to spend in the day? Follow these 10 steps to make the most of LinkedIn and prospect more effectively.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will focus on mobile and its impact on the customer experience. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Leveraging Mobile to Increase Customer Engagement
“Even when well-planned email campaigns are structured around richly sourced CRM intelligence, they can only achieve limited customer engagement if they’re carried out as conventional one-way interactions.” – Jose Santa Ana

Jose puts into perspective the current state of CRM and highlights how many CRM systems in place today were created for the customer of 10 years ago. He offers some food for thought when considering mobile and fostering two-way conversations when interacting with your customers.
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Mobile: The New Heart Of Digital Customer Experience
Michael Hinshaw introduces the four initial and critical steps to follow when considering the mobile customer journey.

“The question isn’t whether or not mobile is important; it’s how ready you are to deliver the mobile experiences your customers demand.” – Michael Hinshaw
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Digital Ad Spend Quickly Shifting To Mobile: Are You Ready
By 2014, mobile internet usage should overtake desktop internet usage (source). eMarketer reports the opportunity of advertising to the global smartphone audience as its surpassed the 1.75 billion user mark in 2014. “The opportunity for tapping into this vast, highly-engaged consumer base is so huge it’s impossible to ignore.” – Lionel White
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week, we’ll be showing you the ins-and-outs of customer experience! We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

What is Customer Experience? [Infographic]
The people over at CustVox, now owned by SandSIV, take you through a comprehensive infographic to help you leverage the Voice of Customer (VoC) and demonstrate Customer Experience Management (CEM) best practices. Customer Experience is for everyone, according to Flavio Martins: he explains the top reasons to invest in CEM with statistics to prove his point.
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The Customer Experience Jury Is In
Chris Bucholtz draws lessons from his latest experience attending what most people see as a burden: jury duty. Understanding the value of customer experience, Bucholtz highlights the importance of empathy, courtesy, and simplifying processes for the customer.
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Is Your Customer Focused Language Important?
Bill Hogg delves into the importance of semantics when interacting with customers. Paying attention to detail in the dialogue spoken during any customer interaction can make or break how they may perceive you and your brand.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

CRM_Roundup_Banner_V4
Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup is dedicated to all things data related! We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Does Your Company Need a Chief Data Officer?
In the era of big data, the one-title-fits-all technology roles are slowly diminishing. The need for a Chief Data Officer (CDO) is a quickly emerging topic being discussed particularly within the enterprise. A CDO would not own the data in and of itself, although they would be responsible for governing enterprise data and leveraging customer data as an asset. Does your company need a CDO? The answer may be, yes.
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Turn Big Data into Smart Data: You’ll Have Happier Customers
Big data has no value. At least according to predictive analytics expert Ingo Mierswa, “To extract value from it, you have to employ advanced analytics. You can only unlock the true power of big data when you learn how to transform it into smart data, data that helps you understand why the world works as we know it.”
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Completeness Is the New Black
How complete is your data, and are you collecting enough? Perhaps, the correct question to ask is: Are you collecting the right data? Denis Pombriant, managing principal of the Beagle Research Group explains, “We should all be aware that the bar is being raised for this next level of data collection, and we must understand the importance of completeness and relevance. It’s a competitive world, and getting to completeness before your competition might be the new black.”
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our weekly roundup of customer relationship management (CRM) industry news from across the web. This week, in honor of Valentine’s Day, we’ve brought together articles that get to the “heart” of CRM in one convenient post.

Gartner Says CRM Will Be at the Heart of Digital Initiatives for Years to Come
Analysts at Gartner summarize how organizations are leveraging CRM technologies as a major part of their digital initiatives to enhance the customer experience. They delve into what they believe are the main drivers behind the hot topics of CRM including the Internet of Things, where sensors connecting things to the Internet create new services previously not thought of.
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Looking for Customer Love in All the Right Places
Christopher J. Bucholtz iterates the importance of service in its correlation to customer loyalty. Bucholtz believes, “even with CRM providing the so-called 360-degree view of the customer, businesses continue to operate with significant blind spots.” He offers five broad categories to consider when developing metrics around your customer-facing operations.
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Avoiding a Brand Breakup This Valentine’s Day
“73% of consumers want to have a long-term relationship with brands that reward them for being a loyal customer.” according to Responsys, a marketing cloud and services provider that commissioned a nationwide survey of more than 2,000 U.S. adults, to take a look at how brand-customer relationships are built, and why they “break up.”
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

CRM_Roundup_Banner_V4
Welcome to our 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.

What Forrester’s Predicted Customer Service Trends Can Teach Your SME This article is specifically targeted toward the SME. Forrester has recently published a report containing their predictions for the top customer service trends in 2014 but it may have been too heavy on the corporate jargon for those in the mid-market. Kelly Atkinson has hand-picked her favorite trends and translated them into more palatable words of advice. tweet_button

Simplicity-Minded Customer Experience “Simple customer experiences. Sounds logical, doesn’t it?” – Michael Hinshaw Michael Hinshaw starts by offering the suggestion to make a “promise” to simplicity to remove the complexities many customers face while dealing with businesses. Even though every business is different, Michael helps you think about what simplification means within the context of your own customers’ journeys as well as the supporting infrastructure and processes involved. tweet_button

Automation And Customer Intimacy It’s not what it sounds like. In this day and age, it’s all about knowing your customers from the inside-out. Customer intimacy is about establishing deep and trusted relationships. Dave Brock offers insight on embracing efficiency through automation while balancing customer intimacy and relationships. tweet_button

Are You Following These 7 Social Customer Care Best Practices? “Social care is the new norm, with 70% of businesses estimated to be using social for customer service by mid-2014.” – Aberdeen Group Learn what the best-in-class companies do to provide truly outstanding customer care. tweet_button

SugarCRM Celebrates Banner Year in 2013 as Company Redefines the Customer Experience According to Gartner Research, CRM will represent the largest segment of enterprise software by 2017. SugarCRM is putting the individual front and center, declaring 2014 “The Year of the Individual.” tweet_button

Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

CRM_Roundup_Banner_V4
Welcome to our 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.

Opportunities in the Democratization of CRM
“If you don’t use it, you don’t pay for it. But, since we all want to be successful, those that build a competitive capability here will pay more, and the consultants who introduce this capability will share in those successes.” – Mike Boysen

Mike Boysen further iterates the concept of “democratizing” or unbundling of CRM from a ‘pay-for-what-you-want’ viewpoint. His sentiment is that as certain components of CRM become commodities, we will be likely to see new services built on top of them that were previously only available through high-paid consulting engagements prior.
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Digital Disruption Replaces Brand Relationship With Digital Customer Relationship
Customers are looking to build deep digital relationships with brands, bringing them closer to the content they want, with a more efficient way to consume it. James McQuivey makes it clear that if you’re not working on building that “digital bridge” between you and your customer, somebody else out there is replacing you in creating the “ultimate customer relationship”.

“If you continue to focus on building a wonderful brand relationship with your customer, you will one day awake to find that someone else has taken your place in your customer’s life. Not with a more compelling brand relationship, but with a more compelling digital customer relationship.” - James McQuivey, Ph.D.
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To Win Against Increasing Competition, Equip your Salespeople with a Deeper Understanding of your Buyers
“Your only true differentiation comes from how your reps interact with your buyers” – Mark Lindwall, Senior Analyst at Forrester

Mark Lindwall drives the point home that in order to gain a competitive advantage in the sales environment, you must equip your salespeople to have a deep understanding of the buyer — a concept Forrester calls “buyer empathy”.
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Registration for SugarCon 2014 is Now Open!
SugarCon is the premier event for SugarCRM customers, users, and partners to experience a rare glimpse of CRM’s future while witnessing the intersection of innovation and technology with a renewed customer experience.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!