A Company’s website is not often looked at when implementing a CRM solution or CRM processes, but it represents a major facet of the relationship that a company has with its customers.  The website is the public face of every company, and represents a major entry point to customer communications and relationships.  Yet the corporate [...]

There is going to come a point (and we may already be seeing it) where there is no one-size-fits-all CRM solution.  The trend of horizontal CRM companies creating CRM applications that are applicable across industries is never going to provide companies with the best-fit of software to match CRM processes.  At the same time, CRM [...]

IVRs are an important part of any company’s CRM implementation.  IVRs (when implemented correctly) are great for sales and customer service, routing calls to the appropriate individuals and gathering information to facilitate faster and better service.  But rarely is it considered to use an inbound IVR for marketing purposes.  Kelly Starzec at the IVR Blog [...]

Social CRM is all of the buzz right now, but an equal opportunity for CRM lies in the merging of two recent technology trends, Service-oriented Architecture (SOA) and cloud computing.  While numerous success stories exist for both SOA and cloud computing, no one has taken the concepts and realized them to their fullest potential in [...]