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…

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)…

Competitive Advantage Through CRM

Well, isn’t that the point after all?  Don’t we want to install and implement systems to give us an advantage in the marketplace over our competition? But at the same time, if everyone is implementing CRM systems, how can that give our company a competitive advantage? The reason there is still the potential to use…