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Customer Relationship Management (CRM)

About this topic

Customer relationship management (CRM) is a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually.

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Chris Oehlerking

Honeywell

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Okta

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Conga

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Community Posts

Do you see a disconnect in the feedback cycle between the product and the customer at your organization?

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What do we think would be the impact of Salesforce acquiring Informatica especially if you are not using Salesforce stack? Will Salesforce alter the roadmap of Informatica modules like MDM? Would it be a risk to evaluate Informatica modules for data management if you are SAP stack?

Which is most important when hiring a vendor?

Quality & Delivery time14%

Pricing & Delivery time33%

Pricing & Quality24%

All of the Above28%

Other (comment below!)

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How do vendor security reviews influence technology purchases?

None, we don't perform vendor security reviews6%

Very little, our vendor reviews are mostly a box-checking exercises36%

Sometimes vendor security reviews delay purchases but they don't change outcomes29%

Vendor security reviews break ties between equal vendors15%

Vendor reviews make security a key buying criteria12%

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We have been using Microsoft Sales and Marketing for several years. In the Marketing app, we keep running into problems where our implementation partner is not able to give us reference customers. Does anyone here use Microsoft Dynamics 365 Sales AND the Marketing App and have a workaround?

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What are your TOP 3 Sales Systems / Tools for REPS?

Could anyone share feedback regarding their experience with Oracle Customer Care and Billing vs Oracle Fusion Subscription/Order Management? We are evaluating Oracle SM/OM currently, and our SI partner has introduced CC&B as an alternative.

Can you put together your own CRM solution rather than buying one?

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Is Microsoft Dynamics primarily a CRM or an ERP?

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How do you measure the effectiveness of a report in Salesforce?

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What has been your experience with digital transformation regarding engagement and success? More specifically, has the bigger pushback/challenges been External (such as with your customers) or internal (such as points of workflow friction, customer facing teams)?

External (i.e. Customers, patients)68%

Internal (i.e. workflows, customer facing)31%

What are the differentiators to look out when choosing a CRM?

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Where should you begin when designing CX architecture?

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How can we shift consumer behavior to encourage more sustainable practices?

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Has anyone used Generative AI in combination with Microsoft Dynamics Field Service Management to better assist in natural language search and correlation in order to speed time to resolution on work orders? Please share your experience.

What are the worst customer experiences you’ve had?

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