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How's the CRM Industry Doing? Not Too Bad (But Don't Stop Checking Its Pulse)

A year-long CRMGuru study of CRM technology projects revealed that the industry is healthy. About two-thirds of projects are reasonably successful, based on payback and customer perception. But the study also showed that the full potential for CRM driving strategic business benefits is falling short of customer expectations. Through an online survey, we collected data […]

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The Power of One: How Wells Fargo Builds Loyalty With Frontline Service

Most so-called CRM case studies start with a discussion of business goals—such as growing sales, improving marketing effectiveness or reducing service cost. And then rapidly transition to a description of an IT project, while extolling the benefits of a CRM software solution. Usually lost in the shuffle is the customers’ point of view. What’s in […]

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Collaboration: The Cure for What Ails CRM

Ready or not, welcome to the Customer Age. Customers have more choices than ever before, thanks to a global economy that pumps out high-quality goods and services, with a helping hand from the Internet to ensure competitive prices (unless you’re dealing with Microsoft software or the California energy market, but that’s another story). That’s why, […]

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