Customer Engagement Management: Post Transaction CRM

So many companies, particularly in information technology, have moved to a subscription model in large part because the recurring revenue model is so attractive both from a cash flow perspective, in part from a business valuation perspective, and, most importantly, it is what Wall Street and Venture Capitalists are valuing most these days. The downside…

SuiteCRM Limitations That Drive Us Nuts!

Here is, yet another, CRM we have been using lately and some of the limitations that drive us crazy around here. SuiteCRM is an open source branch of Sugar CRM (get it! Suite sounds like sweet and sweet is like sugar.)  Some years ago Sugar CRM was an open source CRM package and then the…

Bitrix or Bitrix24 Limitations That Drive Us Nuts!

All packaged software has limitations that result from either legacy code and legacy decisions (so called “technology debt”) that are either not in line with a particular user’s needs or by a whole industry’s needs. Bitrix, like other packages, is in the same situation. There is no real support, you must use a “partner” to…

Stick With Standard CRM Sales Vocabulary

We have run into a bunch of clients lately who ask questions like this: “Why can’t I attach Opportunities to Leads?” “I am using Contacts for my Employees and partner Contacts, not Prospects, how do I do an Email campaign?” “How do I attach sales history to Leads?” The answer to all of these questions…

Customer Success Management Is a Key to Customer Retention

Customer Success Management¬†(“CSM”) Systems are a relatively new software category that is finding particular traction with SAAS and other subscription based revenue model customers. What these systems do, is manage the post sale implementation and ongoing customer usage of the system or services with the idea of identifying issues and risks of customer retention (non-renewals)…