Harvard Business Review

AUGUST 9, 2012

The history of Customer Relationship Management (CRM) systems holds valuable lessons. The first wave of CRM systems got a boost with success stories in an HBR Article (" Automation to Boost Sales and Marketing ") in 1989 by Moriarty and Swartz. It must arm salespeople with information, rather than telling them what to do.

CRM 13

CRM Technology Micromanagement Maturity 13

Harvard Business Review

JUNE 26, 2013

Carr predicted that an organization''s ability to compete through investing in information technology was about to change dramatically. The IT boom of the 1980s and early ''90s had brought information technology to the corporate masses, unleashing the first full-scale technology revolution in the enterprise.

Supply Chain 8

Supply Chain Competitive Advantage Information Technology How To 8

Harvard Business Review

AUGUST 22, 2012

This practice, which is largely the evolution of database marketing, has become a critical driver of business strategy for global organizations in nearly every industry and vertical, because it supports decisions with data. The role of the Chief Customer Officer will vary by industry and organization.

Company 14

Company Business Intelligence CRM Marketing 14

Harvard Business Review

DECEMBER 6, 2018

Instead they are waiting for the technology to mature and for expertise in AI to become more widely available. They are planning to be “fast followers” — a strategy that has worked with most information technologies. We think this is a bad idea.

Company 8

Company Maturity System Engineering 8

Harvard Business Review

JUNE 22, 2017

Some technologies from a decade ago are still in broad use, and I’ll describe them here too. There has been even more stability in analytical leadership, change management, and culture, and in many cases those remain the toughest problems to address. But we’re here to talk about technology.

Open-book 8

Open-book Supply Chain Software Technology 8

Harvard Business Review

OCTOBER 19, 2016

If you’re already using Salesforce CRM offerings and want to ease into smarter processes for sales, marketing, and service, this seems like one of the easiest ways to do it. Some other CRM companies like Customer Matrix were founded with the idea of combining cognitive tools with customer transactional capabilities.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

JANUARY 6, 2016

Over the past 20 years, information technology and digital channels have changed the way consumers shop for products ranging from cars to homes to electronics. Business buyers are more connected and informed than ever before. CRM), tools (e.g., data management, analytics), infrastructures (e.g., Systems (e.g.,

B2B 8

B2B Information Information Technology CRM 8