A smart person once said, 'As long as you're asking the wrong questions, it doesn't matter what answers you come up with.' When it comes to making the business case for CRM, the CFO is likely to ask too many of the wrong questions.
If it's true that the best CRM systems are built, not bought, then which features should you be building? And how should you build them? As with riding a bike, implementing a CRM system gets much harder once you take off the training wheels--or, in this case, the out-of-the-box features.
Everybody knows data warehousing is big data. But when you want to understand what's really going on with your customers' social interactions, terabytes may seem small. It's a laborious process, but the insight it provides can reap big rewards.
Agile is the best approach for CRM projects, but what if management just won't let you go there? What does it really mean to have a fixed-price, fixed-deliverable project? You will have to put in more effort, but you can succeed in the long run.
A user interface can be too easy. Just ask any cloud administrator who learned the hard way that there's no undo feature. Here's our wish list for 10 things that would make a cloud admin's life much easier. Most are a few years in the making, though.
Best-practices articles are as dull to read as they are to write, columnist David Taber says. So here are 10 customer support system worst practices that are certain to derail customer satisfaction.