Definitions mean something. Paul Greenberg attempts to clarify the difference between CRM, customer engagement and customer experience so we don't have to argue it anymore. Why can't we all get along?

Different definitions of success are why CRM has developed such a bad reputation; the vendors define success in terms of the system implementation, based on time and budget metrics, while users ...

Rocket CRM, a U.S.-based provider of customer relationship management software, has officially launched its enhanced CRM ...

CRM automation refers to the automation of customer service and sales processes. Learn how it works, the setup process, tools and best practices.

CRM systems and software allow you to store customer data, pipeline and lead information, and other crucial details about your buyers in one place. Centralizing this data is one of the core ...

Having a successful deployment of CRM — customer relationship management — software depends less on what technology you're using than on whether you really know your own business processes. The idea ...

Learn what a CRM database is, key features to look for, benefits, and best practices to help you choose and optimize the right CRM for your business.

Extending the Definition of Social CRM Best-selling author and social CRM expert Paul Greenberg defines social CRM as a philosophy and a business strategy supported by a technology platform, business ...

Ask any four marketers what customer relationship management means to them and you're likely to get four completely unique answers. Direct magazine knows—because it did just that. It talked with four ...

The “CRM Adoption” Reality The truth is that the firms that define CRM Success by attorney adoption are setting themselves up for disappointment if not failure.