Beagle Research Group, LLC

Insight + Advice + Results

Home

The News

CRM Idol -- Let the Voting Begin

Saturday, 22 October 2011 08:05 Denis Pombriant

CRM Idol Voting Now Open

The demos are over and it's time to vote. You can see a short video from each of the finalists in the Americas and EMEA by clicking on the link below. Please take a look and then vote for your favorite. We'll have the final results in a couple of weeks.

View the story "CRM Idol -- Let the voting begin" on Storify

Last Updated on Saturday, 22 October 2011 08:32

Main Menu

CRM feed

CRM Buyer

CRM Buyer -- "The Essential Guide for CRM System Purchasers"

People, Processes and Standout Service Experiences
Customer service is a crucial part of the customer experience. That seems immediately obvious. And customer experience is the big buzzword right now, so companies are going bonkers revamping their customer service operations. Right? Would that it were so. Almost paradoxically, many businesses are still stuck in the mode of tweaking with utterly defective customer service processes.
Federal Cloud Adoption, Part 2: Raining Contracts
The U.S. government's pursuit of cloud-based technology has been characterized by a blizzard of policies, directives, technical studies, proposed contract vehicles and conferences. The federal "cloud first" initiative, requiring agencies to give priority consideration to cloud solutions for IT operations, began in December 2012. Now, an idea of how much business is at stake for IT vendors has surfaced -- and it's impressive.
The Rise of Open Source
SugarCon, the SugarCRM user meeting held in San Francisco a couple of weeks ago, did some important things for Sugar. It was a coming out party of sorts for a company with a distinct business model and strategy, namely open source. It was also validation of that strategy and, for many, a new realization of what open source means.

Search CRM feed

SearchCRM: News on CRM trends and technology

News on technology and trends in CRM, customer interaction and customer data.

People, process issues offer path to improve data quality on the cheap
An emphasis on educating end users and upgrading internal processes can help enterprises fix data quality problems without dropping a ton of cash, according to analysts.
SAP builds the case for HANA in-memory bench with new apps, customers
After talking up its mobile and cloud road maps, SAP chose last day of the SapphireNow conference to talk about the third part of the equation it?s basing its future success on: HANA, and in-memory technology.
Call center agents? behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.

Key Findings

A study published in Harvard Business Review (July 2010), “Stop Trying to Delight Your Customers” by Matthew Dixon, Karen Freeman, and Nicholas Toman said, “…89 of the 100 customer service heads we surveyed said that their main strategy is to exceed expectations. But despite these Herculean—and costly—efforts, 84% of customers told us that their expectations had not been exceeded during their most recent interaction.”