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 rules, workflow, processes, and social ...

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 Graham ...

When it comes to customer relationship management (CRM) systems, enterprises have unique issues to solve and obstacles to overcome. Over the past month or so, I've been working alongside CIOs and ...

CRM emerged in the 1990s as an information technology solution for managing a customer database and, today, sits at a senior management strategy or executive level to ...

We're on the home straight with this final part about rethinking CRM in the context of the emergent social elements. In this part we get down to the definitional piece - the piece that ties together ...

In an ERP System, the core functionality has been well defined since the 90's. Some companies might need a different distribution module or a fancier scheduler algorithm, but MRP is pretty much MRP.

At the core of customer relationship management is "who am I talking with?" In a simple SFA or CRM system, it's obvious: you called them, or they called you. But in enterprise CRM, it's tricky to ...

CRM projects can represent a big investment of IT personnel. But if you're using a SaaS CRM system, when should you be thinking about the implementation team as "staffing-as-a-service?" In the good ...

I didn’t realize it until this week, but there still seems to be some confusion about Social CRM in certain business circles. Let’s fix that right now. […] The closest best definition on the day came ...

For many enterprise systems, requirements lists from various companies look pretty consistent. Not so with CRM systems. What do you have to do differently to evaluate, prioritize, and satisfy CRM ...