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Top 4 Excuses for Not Using Your CRM (And What to Do About It)
7 Things That You Forgot CRM Did
9 Ways to Improve Your Company's CRM System
Seven habits of the most effective digital enterprises
A Brand Managerís Guide to Losing Control
Close the Deal on Using CRM Analysis to Boost Customer Knowledge
Seven signs you really need CRM
The Return of Customer Service?
Busting Six Myths About Customer Loyalty Programs
8 Common CRM Mistakes, and How to Avoid Them
7 Things Marketing Wants to Say to IT
The Challenge for Sales: Stepping Beyond Conventional Wisdom
Donít Persuade Customers ó Just Change Their Behavior
10 Social Customer Service Tips
Does Your CRM Really Manage Your Customer Relationships?

CRM Will Be at the Heart of Digital Initiatives for Years to Come
Organizations are leveraging CRM technologies as a major part of their digital initiatives to enhance the customer experience, according to Gartner, Inc. Gartner said that demand for modern technology customer relationships is driving refreshed or expanded integration and usage of all areas of CRM software. The outlook continues to be positive for CRM as buyers focus on technologies that enable more-targeted customer interactions in multichannel environments.

Gartner expects CRM market growth to stay moderate in 2014, following three strong years of investment. CRM software revenue is forecast to reach $23.9 billion in 2014, with cloud revenue accounting for 49 percent. SaaS- or cloud-based CRM deployments currently represent more than 40 percent of all CRM deployments, and look set to reach 50 percent during 2015. In addition, the main drivers behind the hot topics in CRM ó cloud, social, mobile and big data ó are being joined by a fifth driver: the Internet of Things, where sensors connecting things to the Internet create new services previously not thought of.

Survey: Effective Customer Relationship Marketing Drives High-Growth Performance
Merkle Inc., a customer relationship marketing (CRM) firm, announced the results of a survey of 352 senior-level, US-based executives in $1+ billion organizations. The report found high-growth companies more effectively use data to segment consumers, develop insights about people's interests and behaviors and better engage with customers based upon their value than low-growth Fortune 1000 organizations.

There is a clear divide in executive attitudes toward CRM between high-growth and low-growth organizations: low-growth organizations donít see the strategic value of CRM. Conversely, high-growth organizations are 50 percent more likely to see CRM as a "critical way of life", are 3.2X more likely to have top CRM talent and are 2.4X more likely to have top CRM capabilities than low-growth organizations. CRM success rates are still too low as two out of three initiatives (63 percent) fail the organization and/or its leader. Across all organizations, one in two initiatives suffer due to lack of clear organizational ownership of customer insight (53 percent), while two of five suffer due to lack of management bandwidth (43 percent), lack of executive sponsorship (38 percent) or the fact that CRM is not an IT priority (38 percent).


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Survey Results: How Support Behaviors are Changing for Mobile and Social Media Environments

To gain insight as to how mobile and social media environments are impacting support environments, Supportindustry.com conducted a survey to assess the impact of mobile and social media environments on support, with over 200 responses.

Get the full results!
CorvisaCloud Launches Private Connectivity Service to Enhance Quality of Service
Mar-20-2014

Mitel Simplifies How Businesses Connect With Customers in Latest Release of MiContact Center
Feb-13-2014

Mobile Social Users More Likely To Interact With Brands Than PC Users
Aug-07-2014

Digital Businesses Will Spot Opportunities in a Matter of Seconds
Apr-18-2014

Top 4 Excuses for Not Using Your CRM (And What to Do About It)
Aug-25-2014

7 Things That You Forgot CRM Did
Jul-28-2014

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Check out the latest research in the Customer Relationship Management industry!


 
Big Data at Work: Dispelling the Myths, Uncovering the Opportunities
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