crm initiative

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Three big reasons CRM initiatives fail

You Can Summarize It Like This...Michael,Well researched post. However, there is one thing that you allude too in your three points and Paul mentions between the lines but you are missing in your list.It is the only reason CRM fails, actually, which produces all those problems you mention in...

Tags: Advertising & Promotion, Customer relationship management (CRM), CRM, CRM Initiative

Discussion threads 2009-08-11

Additional Resources

Is your culture getting in the way of your IT success?

Many enterprise IT investments lead to healthy debates about the best architectural or application approaches - but often forgotten is the culture of an organization itself. Commentary - While any planned enterprise IT investment leads to healthy debates about the best architectural or application approaches, too often left out...

Tags: Job, Team, Information Technology, CRM, Advertising & Promotion, Team Management, Customer Relationship Management (CRM), Enterprise Software, Marketing, Management, Software, Panasonic Computer Solutions, IT management, culture, Jim King, Special to ZDNet, Jim King, Panasonic Computer Solutions, Special to ZDNet

News items 2009-11-23

CRM Association-Netherlands Rocks Het Huis!

I'm in love with Amsterdam....no wait, I love it but I'm not in love....no, hold on, I like it a lot, but I'm not in love, nor do I love it. The Theory.... Interestingly enough (to me at least and who else am I really writing this for...

Tags: Car, Amsterdam, Conference, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-11-16

Brent Leary Expounds: The SMBs Rejoice

Small Business CRMI happened to come across your article today and was somewhat dismayed by your comments regarding Salesforce.com's customer service. As the CEO of Commence Corporation a provider of CRM solutions to thousands of small to mid-size businesses I have very little interest in defending Salesforce.com about...

Tags: Customer relationship management (CRM), Advertising & Promotion, Enterprise software, Sales force management, CRM, Salesforce.com Inc., customer service, small and medium business

Discussion threads 2009-09-16

SuccessFactors: Backing into business intelligence?

Good Luck to SuccessFactorsSuccessFactors has a great offering. What Siebel got completely wrong with ERM, Successfactors got it right from a product and On-Demand delivery perspective. Given that they are now public, I can imagine the growth pressures being faced, now.However, the reporting mashup initiative is naive. It has been...

Tags: Software as a Service (SaaS), Managed hosting, Sales strategy, Pricing, Tools & Techniques, Financial Planning, cloud computing, SuccessFactors Inc., business intelligence

Discussion threads 2009-09-11

Rail Operator SJ Uses CRM to Increase Profits and Customer Satisfaction

This case study looks at how the government-owned Swedish rail operator SJ responded to the competitive threat of pending industry deregulation. Combining its CRM initiative, SJ Prio, with its service excellence has helped SJ significantly increase revenue growth and profitability. Executives in charge of customer experience can use this research...

Tags: Gartner Inc., Customer Satisfaction, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Government, Enterprise Software, Marketing, Software

Case studies 2009-08-31

CRM failures on tap

CRM failures on tapDifferentiated failuresGlad to see you'll be addressing CRM in your blog, Michael. Between you and Paul G, it looks like the industry is going to get a fair shake.It will be interesting to see how you approach the topic of failures. On the one hand, many sources...

Tags: Customer relationship management (CRM), Advertising & Promotion, Enterprise software, CRM, CRM failure

Discussion threads 2009-07-23

Coca-Cola Teaches The World To....

"Participating in the community of the consumer." I love that phrase.  That's the way Jim Keyes, Blockbuster CEO described their Facebook group - which is for the most part, despite all our conversations to the contrary, is what most people think of when you say "community" or "social network"...

Tags: Facebook, Fan, Coca-Cola Co., Beverage, Customer, Machine, Coke, Coca-Cola Freestyle, Food & Beverage, RFID, Manufacturing, Wireless And Mobility, Security, Biometrics, Paul Greenberg

Blog posts 2009-07-15

Cheap jibe sullies SAP's SaaS strategy

Cheap jibe sullies SAP's SaaS strategyYou got it TOTALLY wrong!"The message this sends is that Wookey?s initiative doesn?t have the wholehearted support of SAP?s board."No, that's not it at all. [b]The message this sends is that Force.com from Salesforce.com is not a viable competitor in the large enterprise.[/b] Are you...

Tags: Software as a Service (SaaS), Managed hosting, cloud computing, Leadership, SAP AG, software-as-a-service, SaaS strategy

Discussion threads 2009-06-18

SAP & SaaS - some clarifications

TechMarketView ran a piece today about SAP and its SaaS software as a service products/initiatives. When I read the article, I thought this couldn't be right. I was especially confused by this paragraph: SAP’s flagship mid-market SaaS offering, Business ByDesign, announced in September...

Tags: Software-as-a-service, SAP AG, Software As A Service (SaaS), Managed Hosting, Cloud Computing, Emerging Technologies, Brian Sommer

Blog posts 2009-06-12

City Enhances Service Delivery With Automated Request Management

To provide exceptional citizen service, the City of Bellevue, Washington, is committed to innovation and responsive government. In 2005, Bellevue launched its "Service First" initiative to streamline access to public services and information. To support the initiative, the city sought a software solution that could automate, coordinate, and track service...

Tags: Bellevue, Government, Corporate Law, Tools & Techniques, Business Operations, Management

Case studies 2009-06-01

Forrester CRM analyst discusses IT failure [podcast]

Strong executive leadership and organizational transformation are essential determinants of successful IT projects. Any IT initiative that does not properly address these strategic points is doomed to fail. I spoke with Forrester CRM, customer experience, and call center analyst, Dr. Natalie Petouhoff, to explore these issues. Click...

Tags: Information Technology, CRM, Forrester Research Inc., Natalie, System Integrator, Podcasts, Internet, Michael Krigsman

Blog posts 2009-02-23

Microsoft 'elevates America' with free job training

Microsoft 'elevates America' with free job trainingDOJ 2.0DOJ 2.0, simply means that when I was with MS a few years back, this idea was floated out to gain the Mind Share and thus fortify the adoption of MS products in IT shops. Most of these people can already receive...

Tags: Recruitment & Selection, training and certification, Microsoft Corp., job training, training, job

Discussion threads 2009-02-23

CRM 2.0: The Government, Public Service & A Transformed World

I KNOW that everyone who reads ZDNET columns loves technology. I get that.  I also KNOW that everyone who reads ZDNET blogs loves it when the bloggers dish on technology companies - especially, it seems, Microsoft.  I realize that coolness and government don't go together very well - probably something...

Tags: Institution, Singapore, Public Service, CRM, Stuff Legend, Government, Vertical Industries, Enterprise Software, Software, Paul Greenberg

Blog posts 2009-01-14

CRM 2009 - Companies to Watch For - Part Tree, er...Three

To Recap We're heading into the homestretch.  Which is why the Giants need to beat the Panthers....last night.  Oh, snap. This isn't my NFL blog. I don't have one. This is the final episode in that hilarious sitcom, Greenberg's Fools Gold.  For those of you who missed the previous...

Tags: Software-as-a-service, CRM, Greenberg, Connectbeam Management, Zuora, LucidEra, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-12-22

CRM 2009 - Companies to Watch For - Second Verse, Different Than the First

Industry Giants -the New Adults on the Block Most of these might not be surprising to you but they are to me. With maybe the exception of Sage...and NetSuite....and RightNow and.....ah well.  I guess they aren't really all that surprising.  But to some degree, IBM and Cisco are surprising. ...

Tags: Strategy, Application, NetSuite Inc., IBM Corp., CRM, Zach, Zoho, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-12-16

CRM 2009 - Companies to Watch For - Live and Let Die - Part 1

We're heading into the forecasting homestretch now. You've seen what I'm thinking 'sup for 2009 with this post, this post, and this post.  Now we move onto the final one or two or three (we'll see how long I can go writing each one before I get tired or sick...

Tags: Salesforce.com Inc., Oracle Corp., Vision, SAP AG, Microsoft Corp., Sales, CRM, SDN, BPX, Marketing Functionality, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-12-10

CRM 2009 Forecast - Part 2 - Sticking My Hands Out To Be Slapped

Last week at this time I was throwing my neck out there forecasting some of CRM's moves in 2009 - and no one chopped it off, thank goodness. So, now, in the same spirit, I'm going to do part 2 of three and stick my hands out to be slapped...

Tags: Salesforce.com Inc., Software-as-a-service, PaaS, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Software As A Service (SaaS), Cloud Computing, Enterprise Software, Marketing, Software, Emerging Technologies, Paul Greenberg

Blog posts 2008-12-04

Can IT spending shift from reactive to proactive?

Can IT spending shift from reactive to proactive?Reactive to ProactiveWell it is like this:I have been in the IT field for roughly 25 years and most companies treat the IT Infrastructure worse than the mailroom. As an experienced IT Professional, the IT is one of or the very last to...

Tags: Strategy, Usefulness, Large Corp., information technology, IT IS, IT-spending

Discussion threads 2008-09-29

IBM: Salesforce.com's new best friend?

IBM has launched a Center of Excellence for software as a service to help customers implement on-demand software. Guess which SaaS provider is likely to benefit the most? Yup. Salesforce.com. On Thursday, IBM announced a so-called Center of Excellence statement designed to "assist organizations worldwide in evaluating,...

Tags: Salesforce.com Inc., Software-as-a-service, IBM Corp., Sales Force Management, Software As A Service (SaaS), Sales, Emerging Technologies, Larry Dignan

Blog posts 2008-09-19