3 responses

  1. Tracey Panek
    February 12, 2013

    Thanks Michael. I found Social Media Examiner (http://www.socialmediaexaminer.com) a helpful site for ideas on using social media for marketing purposes. While software can track usage for analytics, it’s up to the marketers to turn that data into new business!

  2. Brad Hodson
    February 14, 2013

    “…increasingly user-friendly CRM systems.”

    I’m not sure if you’re referring to Salesforce and Oracle making their systems increasingly-user friendly, or if you’re talking about the companies they purchased, but I would say that neither are really working towards a user-friendly interface.

    Since the beginning their software has been atrocious. Sure it works and has all those features that nobody uses, but with every new feature they add they have no idea how to put it in. They’re just a modge-podge of terrible design choices and confusing UI.

    Now, if we were talking about something truly easy like Nimble for Social CRM or JobNimbus (http://www.jobnimbus.com), then I would understand the user-friendly interface remark.

  3. Joey .V
    February 19, 2013

    Brad made a point about CRM interface not being user friendly enough but I believe the problem may be elsewhere. There’s currently an ‘over-customisation’ phenomenon taking place in today’s CRM systems and this is affecting the overall CRM performance of a lot of companies.

    ‘Over-customisation’ normally happens when a system is easy enough for users to customise it and even causing users to over-do it. This is in contradiction to Brad’s point about CRM systems’ interface being too complex these days.

    D&B (one of the industry leaders that Michael McLellan mentioned in this post) recently released an infographic about current issues around ‘CRM failures’: http://www.dnb.co.uk/dnb_files/CRMInfographic.pdf

    any views?

    J.

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