Trending Sources

It’s Your ‘Reputation’ Stupid: the Real ‘R’ in CRM

Strategy Driven

contact management software, the product credited as the catalyst for the Customer Relationship Management industry, I’m surprisingly not a champion of the concept of ‘managing relationships’ at all. CRM Isn’t the Answer. Manage Your Reputation Instead.

CRM 21

Customer Relationship Automation Is the New CRM

Harvard Business Review

But in the enterprise world, data has traditionally been siloed, unwieldy, and manually entered into database systems such as customer relationship management software, or CRM. And other than moving from on-site to the cloud, CRM has not changed much since its inception in the 1990s. But for all its good intentions to provide sales managers with a way to monitor pipeline and sales activity, we all know that CRM is still hugely inefficient.

Transforming Information to Satisfy People's Needs

Coaching Tip

Systems like CRM and ERP don''t capture the "conversations" that don''t fit anywhere ; the conversations that take place on the phone, over email, or even in person. It is the way we manage our organizations.

Seven Strategies for Managing Workplace Internet Usage

Strategy Driven

As a value-added reseller of platforms and applications from the industry’s top manufacturers, and a provider of our own line of technology products and services, we design, build, and maintain today’s complex voice and data networks. Headquartered in Lawrence, Pennsylvania, Black Box Network Services has the largest footprint in the industry, with 194 offices serving 141 countries. As a business owner or IT manager, you need tips and tactics on striking the right balance.

CRM 25

As Promised – Very Long Post on Managing Remote Teams | Survive.

Survive Your Promotion

Tips for New Managers on Navigating the Transition from Individual Contributor to Team Leader Skip to content Home About the Book About Katy Recommended Reading ← A Different Kind of Rowe Who’s Afraid of the Big Bad Management Team? Survive Your Promotion!

3 Reasons to Automate Your Business in 2015

Strategy Driven

Communicating with colleagues, manipulating spreadsheets, entering customer information into a CRM… these are all examples of time-consuming manual processes that can be done better and faster by someone (or something) other than you.

CRM 34

Stop Numerator Thinking: Innovating Your Service Experience

Lead Change Blog

I listened to an IT manager explaining on a speakerphone to a colleague he served in the marketing function why it was going to take two days to get a requested report. A best-selling book becomes a hit movie that spawns a popular video game that leads to a cool toy that becomes an industry.

For Sales Forces, Big Data May Be Overhyped

Harvard Business Review

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. Now in its third wave, recent CRM efforts are more successful, having matured with the lessons of the early failures and the emergence of industry-tailored solutions that are quicker to deploy and lighter to sustain.

A Tool to Map Your Next Digital Initiative

Harvard Business Review

We know that when IT projects fail, it is usually not because the technology didn’t work (although this can sometimes be the case), but because the changes required at an organizational and employee level weren’t managed effectively.

Boost Your Traveling Sales Representatives’ Productivity

Chart Your Course

For workers in many industries, working remotely is a novel concept. For their employers, the challenge of how best to manage remote sales personnel is presented. Behavior Assessments Sales Talent Management

The Danger of Turning Cynical About Silicon Valley

Harvard Business Review

While noting that this doesn’t seem to be the case with respect to the public — both the computer and internet industries poll favorably — she documents at length the rise of “tech hate” among journalists and other commentators, including HBR contributor Umair Haque: “Tech is something like the new Wall St. Even in the mobile category, the number of deals in photo startups trailed behind CRM, analytics, and payments. Entrepreneurship Tech industry

CRM 2

IT Resources for Non-Profits

Survive Your Promotion

Over the years I have worked with many organizations in all sorts of industries, and I accumulated a pile of resources specifically for non-profits. What you can get is up to 10 licenses of their enterprise class CRM (customized for non-profits) for free. Survive Your Promotion!

Why Individuals No Longer Rule on Sales Teams

Harvard Business Review

Companies have long developed and managed their sales people differently from other employees, placing great emphasis on individual performance. We’ve also seen an increase in importance of network performance at the manager level. Collaboration Compensation Managing people Sales

The BlackBerry Can Be Saved

Harvard Business Review

That is, until the next big thing catches the industry Goliath flatfooted, and the company once deemed "too big to fail" is either knocked out or slips into obscurity. These seismic changes are seen in many corners of the economy: from publishing and media companies trying to monetize their assets in an era of free content, to the healthcare industry trying to adapt to new cost pressures while the Supreme Court decides the legality of proposed reforms.

CRM 2

Recommended Marketing And Social Media Conferences For Marketing Professionals 2013

Krishna De

If you are managing social media and marketing for a large corporate then take a look at the Social Brands Event hosted by Brand Republic. Be prepared to be attending with hundreds of others as there are around 500 industry professionals attending.

Get More from Your Event Spending

Harvard Business Review

According to a report by the Convention Industry Council , about 225 million people attend more than 1.8 GDP than the air transportation, motion picture, sound-recording, performing arts and spectator sport industries.”

CRM 11

The 3 Ways Work Can Be Automated

Harvard Business Review

As business leaders and managers, we have become increasingly capable of engaging a workforce that is some combination of virtual and on site, part time and full time, permanent and contingent. But just when we’ve sorted out preferred management routines, there is an entirely new landscape emerging with technology options central to the work and possibly your business model: work automation. Take, for example, the car insurance industry.

How an NBA Team Thinks About Data, Talent, and Pricing

Harvard Business Review

We have a global audience that has an unending thirst for mobile content, and a sophisticated CRM database that allows us to be a state-of-the-art marketing operation. Sports has been very good for the cable industry. Strategy execution Managing uncertainty Managing organizations

How to Get Your Salespeople to Execute Your Strategy

Harvard Business Review

Define territories carefully (by geography, industry or simply named accounts) and be sure your sales team is focusing there. Make sure that CRM data on prospects isn’t populated with companies that are outside of your target market.

Why Sales Ops Is So Hard to Get Right

Harvard Business Review

” Forty years later, the concept of sales operations or “sales ops” has become widely accepted as essential for effective sales management. •Manage sales force automation and CRM systems and processes.

How More Accessible Information Is Forcing B2B Sales to Adapt

Harvard Business Review

CRM), tools (e.g., data management, analytics), infrastructures (e.g., Here are examples from several industries. Too many sellers have wasted millions of dollars on sales technologies such as CRM systems and data warehouses that never lived up to their potential.

What Separates the Strongest Salespeople from the Weakest

Harvard Business Review

For example, 52% of high- performing salespeople indicated they were power users who take full advantage of their company’s CRM technology and internal systems compared to only 31% of underperforming salespeople. Sales management impact.

Identify the Marketing Metrics That Actually Matter

Harvard Business Review

There are three cardinal rules in choosing the right metrics for measuring marketing success—and they apply to all organizations, regardless of industry, size, or maturity: Metrics should be easy to understand and use.

7 Marketing Technologies Every Company Must Use

Harvard Business Review

Indeed, according to my research into 351 mid-market B2B companies , except for companies in software, the adoption rate of marketing technology is very low: companies in other industries are using a median of just 2 out of 9 major marketing technology programs that I identified. Like sales and product development and supply chain management and finance and any other important part of the company, it ultimately comes down to not just what you do but how well you do it.

CPM 9

How to Compete When IT Is Abundant

Harvard Business Review

The original IT department was formed to centralize a unique expertise that could purchase, implement, and manage technology in the enterprise. Only the largest of enterprises could afford the best technologies, and even for those with the largest bank accounts, IT strategies were limited to basics like CRM , ERP , or email. Access to the right information at the right time from anywhere will transform every business and every industry.

Ten Reasons Salespeople Lose Deals

Harvard Business Review

These interviews were conducted with salespeople across a wide variety of industries including high technology, telecommunications, financial services, consulting, industrial equipment, healthcare, and electronics, to name a few.

CRM 12

Ten Reasons Salespeople Lose Deals

Harvard Business Review

These interviews were conducted with salespeople across a wide variety of industries including high technology, telecommunications, financial services, consulting, industrial equipment, healthcare, and electronics, to name a few.

CRM 12

5 Ways to Increase Your Cross-Selling

Harvard Business Review

The financial services firm USAA prizes its relationships with customers and consistently earns the highest customer loyalty scores in the industry for both its U.S. telecommunications industry found that up to 60% of customers split their services across multiple providers for mobile phone, landline, TV, and internet services. A similar story can be told in retail banking, insurance, credit cards, retail, and other industries.

What Knowledge Workers Stand to Gain from Automation

Harvard Business Review

For example, it is a systemantic problem that the typical automated operations system (including Enterprise Resourcing Planning, Customer Relationship Management, e-commerce, and e-business solution systems) is unable to complete a whole process, end-to-end.

Data Scientists Don’t Scale

Harvard Business Review

There may be no better example of this than the financial services industry. For instance, the report could be a bulleted list of key findings for portfolio managers who just need the facts, or it could be a lengthy detailed summary to meet an investor’s needs.

Sales Data Only Matters If It Helps You Take Action

Harvard Business Review

Some will remember or hear stories of failed projects – big investments to give salespeople tablet computers, to develop data warehouses, and implement CRM systems that ended up racking up huge costs, while generating little value for customers and salespeople. What really matters is how technology, data, and analytics can help salespeople, sales managers, and leaders improve fundamental sales force decisions and processes. Helping sales managers.

CRM 9

It’s 10 AM. Do You Know What Your Sales Reps Are Doing?

Harvard Business Review

Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. Using new software to analyze the digital exhaust of calendar and email metadata provides a practical way to build an accurate profile of how frontline sales representatives and managers spend their time, who they interact with externally and internally, and what effect this has on sales performance.

What Salespeople Need to Know About the New B2B Landscape

Harvard Business Review

The typical funnel starts with a marketing-generated lead for a “suspect” that, after qualification, becomes a “prospect,” and then a customer through steps that are measured and managed. That is, core solution-selling and account-management skills still matter.

AIDA 12

Executives and Salespeople Are Misaligned — and the Effects Are Costly

Harvard Business Review

According to an assessment of over 700 sales professionals and senior executives conducted by GrowthPlay — a sales-focused consulting firm where one of us is Managing Director — the problem stems from gaps between the perceptions, attitudes, and information flows between executives and sales reps. Companies fail to get the most out of the $12 billion a year they spend on sales enablement tools and the billions more on CRM technology.

Meet Your Company's New Chief Customer Officer

Harvard Business Review

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. Information & technology Marketing Talent management

Sales Still Matters More than Social Media

Harvard Business Review

Another McKinsey survey , conducted in 2011, found then that the average company with more than 1,000 employees already had more data in its CRM system than in the entire Library of Congress. And this almost certainly understates the real numbers because, in an increasingly service economy, business developers in many firms are called Associates or Vice Presidents or Managing Directors, not placed in a “Sales” category for reporting purposes.

CRM 9

Where are you on the management scale of newbie to expert hacker?

The Atman Group

Three Levels of Management. As a starting place we can look at three general levels or grades of management. Beginner’s Management [Newbie or Management 1.0]. Fundamentals of managing an organization : (Forecast & Plan) – Examining the future and drawing up a plan of action. Fundamentals of being a manager : They ask “what needs to be done?”. Informed Management [Experienced User or Management 2.0]. Skills management.

7 Ways to Introduce AI into Your Organization

Harvard Business Review

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. For example, Vanguard, the investments firm, created the semi-autonomous Personal Advisor Services (PAS) capability for its asset management customers.

What VCs Can Teach Executives About What Drives Returns

Harvard Business Review

But the ways we do business have changed dramatically over the course of the last decade, and it’s become more necessary to reach outside of your expertise – or industry — to gain perspective on your business and leadership style.

Stop Guesstimating Your Sales Forecasts

Harvard Business Review

The pipeline meeting is where you tell management your team's sales forecast for the next month, and no matter how good your numbers were last month, your work life is a mess. You have been diligent in managing your people and in creating compensation plans that reward consistency and predictability. You have put in place sales training and a market-leading, cloud-based CRM system.

CRM 2