In the AMR Research Report titled “CRM: Inflicting Pain or Profit,” December 2002, we set out to formally quantify the value of CRM. One of the steps in the research process was to have the ...

Some might argue that attempting to define the essence of CRM might be an overly ambitious undertaking in my first column as editor-in-chief. To be fair, I've been studying the market for several ...

Ask any four marketers what customer relationship management means to them and you're likely to get four completely unique answers. Direct magazine knows—because it did just that. It talked with four ...

CRM systems and software allow you to store customer data, pipeline and lead information, and other crucial details about your buyers in one place. Centralizing this data is one of the core ...

CRM automation refers to the automation of customer service and sales processes. Learn how it works, the setup process, tools and best practices.

Having a successful deployment of CRM — customer relationship management — software depends less on what technology you're using than on whether you really know your own business processes. The idea ...

Extending the Definition of Social CRM. Best-selling author and social CRM expert Paul Greenberg defines social CRM as a philosophy and a business strategy supported by a technology platform, business ...

The debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader ...