It’s a manic Monday and Amol Joshi has just left for work when he receives a call on his mobile phone from an agent selling home loans. Amol is interested in a loan but the bank’s interest rate appears to be high- he tells the agent to get back with a better rate. That afternoon [...]

When Tim Kinsella became chief executive of Hospitality Solutions International in 2003, he came with a set idea of the technology that would help the software company’s largely remote sales team pitch its wares to restaurants and hotel chains.
The veteran salesman’s first thought was to equip employees with an "on-demand" customer relationship management (CRM) [...]

Fortunately, there are CRM solutions that are designed with the sales person in mind, yet still provide management with the data they need to track results and manage their sales force.
Current technology provides us with the ability to communicate from anywhere—and communicate we do, in the car, on the beach, in airplanes, etc. But it [...]

Customer Relationship Management has been around in one form or another for nearly 20 years. But in the last five years it’s become far more sophisticated, more of a sales necessity, and a lot more competitive.

Since I am often asked which one I recommend, I think it’s best to develop criteria for what I [...]

A recent post by Scott Jones in regards to my article "CRM Buying Cost Basics" really hammers home a great point. You can buy the greatest software available but without the right implementation and user adoption, it’s almost worthless.

Scott Jones: David … you make an important point here that my partners over at Accenture and [...]

Know your biggest pain points and determine how damaging they can be to your business if left untreated.
Undoubtedly, the most common question I hear from companies is "How do I cost justify my CRM investment?" While project costs have come down over the past 12 to 18 months, this remains a key issue. What surprises [...]