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  • Why CRM Financial Analysis Always Fails

    A smart person once said, 'As long as you're asking the wrong questions, it doesn't matter what answers you come up with.' When it comes to making the business case for CRM, the CFO is likely to ask too many of the wrong questions.

    Written by David Taber07 Nov. 13 19:36
  • Why CRM Implementation Needs Training Wheels, Not Racing Gear

    If it's true that the best CRM systems are built, not bought, then which features should you be building? And how should you build them? As with riding a bike, implementing a CRM system gets much harder once you take off the training wheels--or, in this case, the out-of-the-box features.

    Written by David Taber13 Aug. 13 18:15
  • Social Data Warehousing Is Worth the Trouble

    Everybody knows data warehousing is big data. But when you want to understand what's really going on with your customers' social interactions, terabytes may seem small. It's a laborious process, but the insight it provides can reap big rewards.

    Written by David Taber18 April 13 14:01
  • If You Can't Go Agile for CRM Project, Fixed-Price Can Work

    Agile is the best approach for CRM projects, but what if management just won't let you go there? What does it really mean to have a fixed-price, fixed-deliverable project? You will have to put in more effort, but you can succeed in the long run.

    Written by David Taber10 Jan. 13 13:56
  • 10 Cloud Administration Must-Haves You Can't Have Yet

    A user interface can be too easy. Just ask any cloud administrator who learned the hard way that there's no undo feature. Here's our wish list for 10 things that would make a cloud admin's life much easier. Most are a few years in the making, though.

    Written by David Taber06 Dec. 12 14:12
  • Top 10 CRM Tricks Guaranteed to Lose Customers

    Best-practices articles are as dull to read as they are to write, columnist David Taber says. So here are 10 customer support system worst practices that are certain to derail customer satisfaction.

    Written by David Taber25 Oct. 12 12:51
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