Strategy

The company with a radically different product strategy, and a business model that included all stakeholders, continues to do well and to teach those of us willing to learn how business can be done better in the twenty-first century.

The idea of layoffs might be disconcerting for some. Others might wonder about the acuity of decision making in Redwood Shores or Austin or wherever Oracle does its thinking these days. But there’s a certain logic to it.

The Handwrytten app is part of an automated CRM tool that lets businesses — and individuals with an entrepreneurial passion — integrate computerized automation with personalized handwritten notes to customers. The result is a novel approach to updating one of marketing’s best-known strategies ...

Different generations value different tools and mediums for interacting with their favorite brands. With so many digital options to choose from, brands must narrow their focus and ensure they are making the correct digital bets when it comes to the customer experience.

Delivering a great user experience is the key to building positive customer relationships. However, to achieve this, retailers must not be restricted to relying exclusively on CRM tools. Instead, they should be able leverage the data gathered by the CRM to seamlessly adjust operations across the wid...

Software systems come and go. When is it time to re-evaluate your commitments in CRM and how do you know for sure? This simple quiz is based on my own market research for clients which I share with you to stimulate your thinking.

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.

Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead.

With a little planning, customer interactions can be turned into a satisfying and pleasant experience. Here are a few of the most prevalent problems with call centers and what you can do to fix them.