Articles By Barton Goldenberg
Expand your insights with a hub and spoke model.
Seven trends businesses cannot afford to ignore.
Increased agent productivity leads to increased satisfaction.
Turn data insights into customer excellence.
Mapping out a customer journey is a two-sided process.
This key pillar of social CRM is changing the business landscape.
Doing business in multiple countries adds new challenges to social implementations.
Don't risk becoming a digital dinosaur.
Why successful CRM is all in the mix.
Leverage public social media and niche sites to drive traffic to your community
Many executives fear a healthy two-way conversation with customers
Dishonest practices that overpromise and underdeliver must be rooted out
Winning formula links essential modules on the same platform
An industry veteran looks back at the lessons learned over the course of 25 years.
Your customer-centric business strategy must become a two-way street.
You have a simple choice: Prepare your people or prepare for failure
You can't know where you are unless you look—and look hard.
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
The Journey of Implementation — Part 1: Before the design and deployment stages begin, planning is everything.
Technology will pave the way to customer focus and cost-efficiency.
A new reality emerges for the people-process-technology mix.
A three-phase approach to reaching social media maturity.
The boom in self-service doesn't mean your agents are off the hook.
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Handling the customers who represent the future of your business.
Catering to this new breed of always-on customer will require a new approach to CRM.
Two best practice suggestions for preventing--permanently--user-adoption disappearance.
C-level personnel will drive the CRM industry to new heights in the coming years--here's why.
Don't take it for granted, define the initiative's goals from the jump, and closely link the organization's business direction to the initiative.
At implementation, too many organizations depend on CRM software vendors to supply needed business processes.
ISM's yearly winners must meet five functionality benchmarks to make the grade.
6 steps smart companies are taking today to compete.
How weak, moderate, and strong support from the brass yield different results for CRM implementations.
Always on, always connected, will be the prevalent way to conduct business in 10 years.
Born of contact management applications 25 years ago, enterprise software systems have come a long way.
A tale of two companies' implementation experience--one sings, the other doesn't.
These five business drivers will propel real-time CRM.
Three trends are bringing companies to the next logical step.
The www generation crosses three generational cohorts.
Learn from others' mistakes and stay focused on what's important.
This year, seize new opportunities for gaining--and keeping--customer loyalty.
The vice president must own whether or not the users perceive value from the CRM application.
In a successful CRM implementation process must always precede technology.
The complexity lies in the decision of whose portal should run the desktop: the CRM portal or a more application-agnostic portal?
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
It is increasingly imperative to turn your attention to driving successful people-change now--before your competition does.
Last year will be looked on as the year of renewal for the CRM industry; new technologies around the real-time enterprise (RTE) come into the picture in 2004.
Posted 05 Jan 2004
Government agencies are under increasing pressure to control costs, improve productivity, and deliver better products and services, but government agencies also face their own set of CRM challenges.
Carefully consider and prioritize the business-functional, technical-features, and user-friendliness/support requirements for your CRM system--then move into the CRM-software selection process.
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
Hello instant connectivity and contact customer access.
Five reasons the future is bright for CRM.
Posted 01 Apr 2003
The six primary benefits of becoming a real-time enterprise.
The six primary benefits of becoming a real-time enterprise.
Increasingly CRM vendors are employing some CRM of their own.
10 steps for creating the real-time enterprise
Customers' expectations for service options are driving changes to contact centers.
Posted 09 Aug 2002
Customer touch programs help companies stay top-of-mind.
Companies must build on CRM excellence to become real-time enterprises.
What is the Real-Time Enterprise?
When automating CRM functions within a company, business leaders must both take into account and priorities the needs of its different departments, and stick to those priorities throughout implementation.
Posted 29 Oct 2001
When support wavers, the project is dead.
Failure to prioritize business functions is the leading cause of CRM failure.
Look for these five important features to make managing your sales force easier.
Criticized for interrupting evening meals and business meetings, telesales/telemarketing seemed to be just impersonal telephone calls made from obscure direct marketing lists. Not any more.
Leverage the efficiencies e-mail offers.
Today's account management software tracks client information and history-all at the click of a button.
The market is still fragmented, but it may be the fastest-growing segment of CRM in the near future.