CRM strategy and implementation

Read the latest news and trends stories about CRM strategy and integration for businesses of all sizes, as well as case studies that help people purchasing this technology make sense of which vendors cater to their company size and vertical.

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Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies

Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

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CRM strategy and implementation News

May 12, 2020 12 May'20
Salesforce coronavirus contact tracing platform goes national

Salesforce gets involved in state and local health authorities' coronavirus contact tracing efforts in New York City, Rhode Island, Massachusetts, California and Louisiana.
October 03, 2019 03 Oct'19
Zendesk Sell apps marketplace extends Sunshine CRM platform

Zendesk's Sunshine CRM gets an apps marketplace built on its Sell sales force automation platform, adapted from the 2018 acquisition of FutureSimple's Base.
September 26, 2019 26 Sep'19
New Salesforce clouds focus on manufacturing, consumer goods

Following the success of the Health Cloud, Salesforce is releasing new industry-specific cloud services for the manufacturing and consumer goods sectors.
July 24, 2019 24 Jul'19
Customer success strategies stoke CRM engagement

Salesforce and other CRM providers use active customer service to increase customer engagement, solve concerns, train users and -- eventually -- bring in repeat business.

CRM strategy and implementation Get Started

Bring yourself up to speed with our introductory content

Building a successful CX governance operating model

When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
These are the ABCs of marketing in the digital age

Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji. Continue Reading
Customer service vs. customer experience: What's the difference?

Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect. Continue Reading

Evaluate CRM strategy and implementation Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

Have success with SAP C/4HANA on-premises-to-cloud migration

There is no one way to complete a CRM platform migration, but a little planning and asking questions along the way can ensure you are on the road to success. Continue Reading
How can customer relationship metrics benefit CX?

Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
Organizations reap benefits of mobile CRM apps

Salesforce now offers organizations such as Cornell University the ability to render CRM systems as apps, making it easy to manage students and faculty at a number of colleges. Continue Reading

Manage CRM strategy and implementation

Learn to apply best practices and optimize your operations.

9 steps for negotiating deals with Salesforce

Understanding the Salesforce fiscal calendar, motivations of sales agents and what your businesses needs from a deal are key steps in negotiating contracts with the CRM giant. Continue Reading
Salesforce customers supplement CRM with AppExchange tools

Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM. Continue Reading
Guide to customer experience management best practices, technologies

Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM. Continue Reading

Problem Solve CRM strategy and implementation Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

3 ways CRM improves customer experience

To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes. Continue Reading
Nine skills every call center agent job requires

Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Five common pitfalls in content marketing strategies

Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit. Continue Reading