News & Views | CRM

News & Views is published monthly by 180 Systems. Our objective is to provide recent articles to our readers on business technology topics. In some cases, our blog contains a title with a hyperlink to a source article, a quote from the article and our comments. In other cases, we have provided a blog without a hyperlink for original content by 180 Systems. We encourage you to post your own comments. You can also access our blog by topic.

Technology investment survey

Business Case, Business Intelligence, CRM, ERP

January 1, 2015 from CPA Magazine by Michael Burns – “We all hear the bad news when a vendor is sued over a failed implementation. When this happens, we assume there are many other unhappy customers whose experiences do not get broadcast, because most companies would rather not litigate. But are there also many happy customers? And what makes a happy customer?  We have a created an online survey to determine just how successful — or unsuccessful — technology investments turn out to be…”

180 View – The survey which can be found by clicking here is for ERP, CRM and BI. Questions will include which industry, company size, system, type of system, costs of system (by license, implementation, hosting fees, maintenance and support, and internal costs), satisfaction with implementation, satisfaction with benefits and lessons learned. The goal is to determine the satisfaction of these investments and to see whether there is a correlation to industry, company size, the system or type of system. Stay tuned.

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Microsoft and Salesforce.com to link wares in global partnership

CRM

May 29, 2014 from Computerworld – “Microsoft and Salesforce.com have become corporate buddies, pledging to integrate their flagship products in what they’re calling a “global, strategic partnership.”

The agreement calls for Salesforce.com’s CRM (customer-relationship-management) software to be integrated with Microsoft’s Windows OS, Azure cloud computing platform and Office suite, the companies said Thursday…”

180 View – If Salesforce and Microsoft can become partners, there should be hope for world peace. Or are there other forces at work? One possibility is that the various divisions/profit centres at Microsoft don’t need to worry so much about their colleagues in another division when making deals which indicates a lack of a cohesive Microsoft strategy. It could also be just a case of projected revenues – Microsoft has more to gain financially with the Salesforce deal. Another theory is that Microsoft has given Salesforce a Trojan horse.

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CRM survey 2013

CRM

June 2013 from CAmagazine and written by Michael Burns “…Although CRM has been around for some time now, new mobile functionality and social networking are fueling adoption of the technology. In fact, IT research firm Gartner expects CRM to become a top priority for IT spending on enterprise applications, even more so than ERP…”

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13 Tips to Get Business Teams to Use Your CRM System

CRM

March 27, 2013 from CIO – “Congratulations on that purchase of a new customer relationship management (CRM) system. Now if only the people on the sales, marketing and customer service teams would use it…”

180 View – The article does provide good tips but misses the elephants in the room when it comes to reasons for not using CRM systems. Employees often don’t see any value in using it. In fact, there are disincentives. They spend time entering information with no value to themselves and they give away information that they consider useful in establishing their importance to the organization. Unfortunately, no tricks will solve this problem other than senior management demanding it by stick or by carrot.

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How Social Media Is Changing CRM

CRM

June 8, 2012 from BusinessWeek – “…Two-thirds of American consumers use social networking sites, and they’re talking 24/7 about great service and insolent reps, smart branding, and shameless attempts at manipulation. The data (and the power) are increasingly in their hands, which represents a 180-degree pivot from traditional CRM. That has added a whole new dimension to the term: CRM could now just as easily be called company relationship management, as consumers use the power of the Internet to amplify their voices…

If you’ve been pondering how best to use CRM in your business, you may want to begin with where it’s headed (two-way communication) rather than where it has been (one-way messaging). Start by listening rather than talking and responding rather than pitching…”

180 View – Most of my generation have no time or the desire to either update a social network site or read the chatter. Perhaps it’s time we did.

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CRM survey 2012

CRM

June 2012 from CAmagazine and written by Michael Burns – “…CRM is considered such a hot market that vendors are eagerly pumping R&D dollars into the technology and new vendors are emerging with more features and lower prices. Today the buzz is mostly about mobile CRM, social networks and CRM business intelligence (BI)…”

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Dynamics CRM Going Fully Mobile with Update from Microsoft

CRM

February 6, 2012 from Newsfactor.com – “Days after Salesforce.com announced the release of a customer service desk for mobile devices, Microsoft has announced that the new service update for its Dynamics CRM will feature the ability to access full functionality on any device. The cloud -based, mobile client service is intended for Windows  Phone 7.5, iPad, iPhone, and Android  or BlackBerry devices…”

180 View – There has been a lot of hype about enterprise software such as CRM, ERP and BI being available on mobile devices and it looks like reality is catching up with the hype.

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