Best Thinking Reports

New Trends in CRM

Customer Relationship Management (CRM) systems have tended to produce mixed results for the sales and marketing professionals that once hailed them as a magic bullet. There's no denying that CRM implementation has been a fraught and expensive process for most companies. Even so, sales organizations worldwide now use these tools to serve their customers, gain market insight, obtain product feedback, monitor competitors and improve organizational efficiency. CRM is here to stay.

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The Evolving Social Customer

The Social Customer (TSC)'s latest survey suggests that companies are increasingly leveraging social tools and strategies to engage their customers. Conducted jointly with the Society of Consumer Affairs Professionals (SOCAP), our survey shows that the percentage of customer service interactions taking place on social media has accelerated substantially in the past six months.

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Turning On Power Consumers

Smart grid implementation allows power consumers to double as electricity producers. It also helps incorporate more renewables onto the grid. Customers will have new choices and responsibilities. Regulators will face new challenges. Bottom line: The electricity market is on the cusp of a major evolution.

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The Broken Data Promise

The marriage of CRM systems and near-boundless quantities of market and customer data was supposed to produce the holy grail of sales: The 360 degree customer view. It would be comprehensive. Predictive. And foundational for lasting, profitable relationships. Except that promise was never fulfilled. So how can you use CRM to tame the data beast and get the jump on your competitors? Find out in this new eBook.

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