Here’s what 2011 promises: more Salesforce.com versus Oracle, further “platform shift” wars, the rise and rise of social CRM (sometimes with a business upside), the impending debut of Oracle Fusion CRM, and an iPad in every stocking.

Facebook launches a new messaging platform that offers immediate CRM advantages. Learn how to apply Messages to up your customer intimacy game, courtesy of Mark Zuckerberg.

Social CRM may be often hyped, but there is at least one killer reason to use it.

Do your sales managers dream of creating an excellent customer experience? In this age of instantly crowdsourced consumer dissatisfaction, keeping customers happy is a mandatory step in not just retaining your customers, but being able to land new ones. So listen up, sales: you’re competing based on the customer experience. Time to do something about it.

There are over 90,000 sessions, meetings and cocktail parties happening next week at Oracle Open World.  If you’re like me, you’re heading out there to gather information on making CRM more successful and speak to a person or two who has faced some of the same challenges. Here are my personal recommendations: Establishing KPIs to [...]

Postal services may be facing dire times, but without the correct addresses in your CRM system, you can kiss your best-laid business plans goodbye.

How do you legitimately sell a product you don’t have? Using CRM, of course. But staffing companies face unique challenge relating to their market, as they essentially sell less a product and more of a promise. Learn how to use CRM to support high-volume transactions while simultaneously that the personnel equation remains personal.

Will Salesforce.com Chatter — described as a Facebook for businesses — help your CRM program?

Reconsidering “first come, first served” and the role of one-to-many communication in the age of Twitter.

Why bother custom-coding integrations between applications, if you can avoid it? Ease of integration is just one more reason to pursue SaaS CRM, rather than using on-premise CRM.