Technology Implementation

Best practices for implementing technology to achieve business objectives
Christophe Primault

5 Project Management Tools for Start Ups

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You might not think you are a project manager, but project management is a crucial element of your small business. Planning your activities with a strong focus on project management will help you boost your product quality -- because every good project manager should allocate budget, resources and testing methods to get the maximum out of production.

Having a project management mindset will also help you reduce the risk of unwanted or unexpected events. But trying to navigate the maze of available project management tools can be confusing. How do you choose? There are some solutions that stand out from the mass of software offerings. This article introduces you to five online project management software solutions and identifies each of their strongest points.

The Ultimate List of the 5 Best Value Project Management Applications You Should Test

1) AtTask
If you are in need of an online collaboration tool that provides a 360-degree view of all project activities, you might want to get a free trial of AtTask. With this web-based project management software, you can evaluate current projects, set financial objectives and identify the highest possible business value.
Why you should try AtTask: There are four different license types which will help you choose just the right option for your budget.

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Dick Wooden

15 actions to achieve better CRM user engagement and adoption

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The ability to change in business today is inevitable reality. End-user adoption is key to a successful CRM initiative. Over the years we have found several helpful hints for promoting CRM as a business culture and actions to achieve better user adoption.

Typically, employees feel uncomfortable with the idea of having to change thier routines and adjust to an unfamiliar application such as CRM. Consider how to minimize the risks to end-users.

CRM-End-user-Adoption-Success


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Nicholas  Kontopoulos

Enterprise Mobility: unplug your 21st- century Sales Warriors

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Does anyone else remember what life was like as a salesperson before smartphones? I do, and it wasn’t pretty. In 1998, I covered a pretty big territory, including all of England and Scotland. I would regularly drive 400 to 500 miles a day, and after each appointment, I’d be frantically pulling out maps, organizing my notes and trying to make phone calls to keep things moving. Of course, details would inevitably get lost in the shuffle, and there was always this sense of bouncing around and never having complete control over my time. No matter how much I planned in advance, it couldn’t make up for the fact that I was disconnected.

When technologies like the Compaq iPAQ came along, we thought we had it pretty good, but that mobile experience pales in comparison with today’s widespread wireless coverage, ability to access corporate applications and fast download rates.

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Jeb Brooks

Successful CRM Adoption by a Sales Team

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As you can imagine, we often integrate our customized sales training processes into CRM tools (Customer Relationship Managers).

We often hear a familiar question:

  • "How can I get my team to use the CRM?"

As one VP of Sales said to me, "I know it will be successful when my team uses CRM as consistently as they use their paper calendars."

Getting your salespeople to use CRM in their day-to-day routine requires them to make it a habit. Here are a few best-practices we've seen smart companies use to get a kick-start:

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Jason Whitehead

‘Set It and Forget It’ is a Recipe for IT Disaster

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IF ONLY IT IMPLEMENTATIONS WERE JUST THIS EASY

In the days of yore, Ron Popeil, infomercial pioneer, made it look easy.
He invented a kitchen gadget to make our lives easier, and the only direction he gave was ‘set it and forget it’. One step to make a “delicious six lb. chicken!” or “not one but two delicious rotisserie chickens!” How much simpler is that than the way our moms and grandmothers cooked chicken?

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EGain Rated a 2012 Leader in Web Support and Contact Center Search Categories by Premier CRM Industry Publication

Company earns top scores for product functionality and customer satisfaction

Sunnyvale, CA (March 7, 2012): eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction hub software, today announced that it has been rated a Leader in Web Support and Contact Center Search categories by CRM magazine, a leading Customer Relationship Management industry magazine.

In its March 2012 issue, CRM magazine recognized eGain as a Leader in web support, an increasingly critical capability for businesses since the web is fast becoming the go to channel for customer service. It highlighted eGain’s best-of-breed status in knowledge management, multichannel support, social media and enterprise search. Kate Leggett, Senior Analyst with Forrester Research, observed, “eGain offers an excellent and complete web support solution, which is particularly strong in knowledge management.”

The magazine also named eGain a Leader in contact center search - recognizing eGain’s innovative capabilities in multichannel knowledge management, social harvesting, federated search, findability, and ease of use. “New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists,” added John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA).

“We are honored to be rated a Leader in web support and contact center search by the premier CRM industry publication,” said Ashu Roy, Chairman and CEO of eGain.

About CRM magazine

CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.

About eGain

eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

# # #

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

EGAIN MEDIA CONTACTS

Jamie Abayan
eGain
408-636-4532
jabayan@egain.com

Kristin Miller
SS|PR
719-634-8292
kmiller@sspr.com

Adam Honig

Steve Jobs Couldn’t Sell CRM

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Watch where you learn your leadership lessons.


What’s with the canonization of Steve Jobs?

Without a doubt, many have been lauding his abusive management style. Efforts are no doubt already underway to create a Steve Jobs School of Management. My understanding is that any day now, Pope Benedict XVI is set to announce that Jobs, may he rest in peace, has demonstrated the requisite three miracles to become a full-fledged saint.

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Richard Boardman

When CRM design and the real world collide

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Photograph courtesy of Klearchos Kapoutsis


The last six weeks or so have reinforced just how important it is to be on the front-line when a CRM system is rolled out. We’re in the process of going live on an initial deployment to a few hundred users spread across multiple locations, and sitting through training and go live has been particularly insightful.

There’s a lot that can and should be done to minimise the unexpected when you give live. Effective requirements definition, extensive user involvement, agile development, well written and managed user acceptance testing programmes, and well run pilot deployments, will go a long way to ensure that a design stands up in the real world. Nonetheless, no matter how thorough these activities may be, one thing you can be absolutely sure of is that users will surprise you with previously undiscovered bugs, usability problems, misunderstood processes, missing and incorrect data and various other assorted gremlins and omissions.

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Nicholas  Kontopoulos

Empowering the 21st Century Sales Warrior

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I am passionate about fusing innovative business processes with technology. I have to be: that’s the only way the sales warriors of the 21st century can win.

Think about it: Sales has become a very complex activity in the 21st century. More competitors, both local and foreign, are battling for the same deals. Buying centers are enlarging; decision makers and influencers are spread across geographies. Increasingly, your sales teams are pitching an ever-expanding range of products and services to a customer base that is more well-informed than at any time in history.

All this complexity translates into huge volumes of information that your sales representatives need to consume—about products, about customer needs, about the strengths and weaknesses of competitive offerings, and more. There’s information on LinkedIn, in notes on a smartphone, in a CRM system halfway around the world, in half a dozen blogs, and more. Always more.

Assuming you want your sales warriors to have a life outside of work (or, at least, to sleep), how can you empower them to win in this environment?

From my point of view, which is that of a sales executive who started in sales back when we used to rely on this stuff called paper (maybe you’ve heard of it), the answer has two parts:

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MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Register today for Confirmit’s Mobile Research Roadshow!

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

Register today for Confirmit’s San Francisco VoC Roadshow!

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.

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