tag:blogger.com,1999:blog-67966394863215811682011-11-28T01:52:46.983+01:00CRM Views lists links to CRM related articles and is used to express the authors opinion on CRM trends, technology and news. Wouter Trumpie, the author, is a project manager / team lead with over seven years of experience in implementing CRM technology in the financial services, life sciences and telecommunications industries.Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.comBlogger601100tag:blogger.com,1999:blog-6796639486321581168.post-62575447444352578372009-07-02T11:20:00.000+02:002009-07-02T11:21:40.839+02:00

So what is social crm? Essentially Social CRM is using social media, such as facebook, twitter and wikipedia to start conversations with customers, or join conversations that have been started by your customers. Social CRM has also been called CRM 2.0. CRM 2.0 is defined as:CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-9229250517891654392009-06-15T10:51:00.000+02:002009-06-15T10:52:48.772+02:00

I've been doing quite a bit of research into customer loyalty and customer loyalty programs for a paper I've written for the Executive Master of Information Management Programme I'm attending at TiasNimbas Business School. The literature on loyalty and loyal customers seems to suggest that investing in a loyalty management program does provide a company with a source of competitive advantage. In

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-62033095416011260972009-01-25T20:52:00.001+01:002009-01-25T20:52:58.424+01:00

In december of last year I wrote a post about 2009, the year of sustainability and sustainable CRM. Yesterday I came across this article on MyCustomer.com, with an interesting quote on customer sustainability: What makes a company sustainable?Customer relationships can build an asset to provide a cushion against changes in the market, according to Kirkby - a kind of 'brand halo'. This is where a

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-90968677639759338182009-01-25T20:50:00.001+01:002009-01-25T20:52:01.822+01:00

I came across a nice post by Doc Searls on what he would like when it comes to CRM from the point of view of the customer, or VRM. I wonder how long it will take for the first VRM applications to be released.One of the challenges I personally see with VRM is: who will we trust with our information? We already trust loads of companies with privacy related information, such as what we buy, what we

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-16105486981151058382009-01-08T17:48:00.000+01:002009-01-08T17:49:15.090+01:00

In 2007 I was added to the top CRM bloggers list of InsideCRM.com (great site, go check it out). On December 29, 2008 Chris Bucholz published an updated version of the list, update for 2008. The list is full of interesting CRM blogs everyone should check out, and fortunately for me I'm on the list once more, featured in a list that also contains the big minds in CRM such as Paul Greenberg, Brent

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-24172118239409420112008-12-28T14:07:00.001+01:002008-12-28T14:08:30.825+01:00

As of today my blog is also available on the following domain:http://blog.crmworks.nlJust testing whether I like Wordpress better than Blogger.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-24363811179517872262008-12-28T13:55:00.005+01:002008-12-28T13:58:51.722+01:00

The new year is approaching, 2008 is ending with some of us feeling the consequences of the credit crunch. It's time to look towards the future. Every new day and new year opens a wealth of new opportunities,  even in a crisis. 2008 ends with a starting recession, many business are facing tough times. I do not have a crystal ball and am not much of a fortune teller either, nonetheless I would

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-8041524223503003722008-12-02T21:29:00.003+01:002008-12-02T21:33:40.551+01:00

One of my former colleagues at Deloitte, Fabio Cipriani, the author of the blog cooperativo, shared a presentation on slideshare about Social CRM, how it extends CRM 1.0 and what the potential benifits are. Definitely worth taking a look at.Social CRMView SlideShare presentation or Upload your own. (tags: marketing strategy)

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-48963380593959360342008-11-30T20:42:00.006+01:002008-11-30T20:47:01.430+01:00

Traditional CRM is about gathering data and knowing all about your customer. Gaining insight into your customer and his or her behavior traditionally allows a company to better respond to it's customer needs, provide better quality service and generally leads to market succes. Over the last 10 years companies have invested in CRM systems for Sales, Marketing and Service and gather quite a lot of

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-26315628147176535632008-11-19T09:43:00.002+01:002008-11-19T09:47:01.585+01:00

Check out this article on the buzzworthiness of MDM vs. the challenge that most companies seem to have in implementing MDM solutions. It's not an article that adds a lot of value to most MDM discussions or offers solutions, but does point out an interesting fact. The MDM market still has a load of potential, but software vendors and systems integrators alike are not yet able to help their clients

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-49570550094293723912008-10-07T14:02:00.001+02:002008-10-07T14:06:02.316+02:00

Or atleast, one view on how the pieces of the puzzle can be made to fit. Drew stevens recently wrote an article on the customer service puzzle, which was brought to my attentionby Jim Berkowitz . The focal points of Drew's article are ensuring the whole company focusses on providing an excellent service or product to your customer and ensuring you regularly interact with your customers. Something

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-26394701766088236232008-09-10T11:17:00.006+02:002008-09-10T11:36:00.394+02:00

A few interesting points from a recent article on CRM daily: IP Systems have come of age. The need for truly integrated call centers, lower cost infrastructure and the lower costs of IP based systems are leading to a rise in the implementation of IP based Contact Center systems. Fully integrated systems that can handle multiple channels (Voice, Chat, E-mail and Fax) in a single queue and over

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-37944032491683262752008-09-05T11:52:00.003+02:002008-09-05T11:56:10.021+02:00

A quote from an article on DestinationCRM.com:User adoption has long been a major problem bedeviling enterprise CRM deployments and, while this might sound somewhat simplistic, the key reason for this is pretty straightforward: CRM suites, for the most part, have not been designed with benefits to the individual salesperson top-of-mind. Social-networking functions are, by design, aimed

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-68777294737767478972008-07-02T11:10:00.005+02:002008-07-02T11:24:11.988+02:00

Paul Greenberg, CRM Guru and author of CRM at the speed of light recently published his CRM state of the union for 2008. His presentation details the history and evolution of CRM into CRM 2.0 and outlines a number of developments for the future. You can find the on Paul's blog here

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-79468236723865287432008-06-19T22:05:00.003+02:002008-06-20T08:23:40.439+02:00

Robert Scoble, blogger and technology journalist recently visited SalesForce.com. He was there to interview Mark Benioff and took some time to talk about SFDC and Google with Kraig Swensrud. Check his interview with Kraig here at SalesForceWatch. Robert recently twittered that his interview with Mark Benioff will be online later this week.Update: The interview with Mark is up and can be viewed

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-89050149291926310492008-06-19T21:55:00.002+02:002008-06-19T21:57:28.882+02:00

Want to impress people at the next CRM event you're attending? Read the CRM Buzzword cheatsheet. Also useful to brush up on / refresh your knowledge of what and who is hot in CRM today. 

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-68456864916792814702008-06-12T22:41:00.004+02:002008-06-12T22:50:27.636+02:00

Doc Searls, Harvard's Godfather of the concept of VRM recently visited Amsterdam, to hold a keynote speach at Mobile Monday. Mobile Monday Amsterdam is a monthly meeting where minds in mobile marketing, applications, services and service providers meet to discuss future developments and opportunities in the Mobile Market place. Since I'm not part of the mobile arena I do not attend these meetings

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-20136735818185027412008-06-11T22:42:00.003+02:002008-06-11T22:44:43.976+02:00

Paul Greenberg, one of the worlds biggest experts on CRM, has written an article on how CRM and VRM are / can be combined into CRM 2.0. Worth checking out. Read it here.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-23043465946235133472008-04-23T09:06:00.005+02:002008-12-10T01:38:45.423+01:00

Enterprise 2.0 spending will rise to US$ 4.6 Billion by 2013, according to a new report by Forrester research. Oracle seems to have the ambition to become one of the front runners in integrating Web 2.0 solutions into their packaged applications, to allow companies to really start building a 2.0 Enterprise and integrate Social Media, such as LinkedIn, RSS Readers, iGoogle Widgets and other

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-199872543934898842008-04-10T09:17:00.004+02:002008-04-10T09:21:34.488+02:00

Just found the new Gartner CRM Handbook on CustomerThink, sponsored by Salesforce.com and providing information on the keys to On Demand / CRM success. The document seems to be a bit of a celebrations of the fact that SFDC has joined Siebel as a leader in the Sales Force Automation Magic Quadrant, but also offers some insights to CRM newcomers.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-83239625819751574872008-04-09T08:56:00.001+02:002008-04-09T08:59:17.596+02:00

Using Web 2.0 to engage the customer - ThinkCustomers:The1to1 BlogBungee labs mashing up old-school crm with new-school Web 2.0 - CNET

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-84830296639219126662008-03-26T21:45:00.002+01:002008-03-26T21:56:02.671+01:00

Just found this article while scanning through my long long list of unread feeds in Google Reader. Gartner has released a report on how CRM software is paving the way for SOA related developments. Some quotes from the article below.SOA has become the near-universally accepted method for delivering next-generation enterprise applications, Gartner vice president, John Radcliffe acknowledged. And

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-38150863495125823402008-03-26T21:40:00.002+01:002008-03-26T21:43:26.928+01:00

Former FT report Tom Foremski seems to think so. Read his post on why Marc Benioff is the candidate to follow in Larry Ellisons footsteps

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-7977622962036089202008-03-14T09:15:00.003+01:002008-03-14T09:28:36.051+01:00

After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer Experience Officer. The main responsibility of the CCO is to ensure a consitent customer experience and to counter negative outings in (on social) media

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-11126582286559529742008-03-14T08:43:00.002+01:002008-03-20T22:25:58.189+01:00

Oracle has released version 15 of CRM On Demand and has apparently included a number of interesting Social Media Features, such as befriending customer contacts, subscribing to a friend feeds etc. Read the full story on what has been added and how this makes Oracle On Demand more CRM 2.0 on Paul Greenberg's Blog

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-24031909104270781962008-03-05T20:29:00.002+01:002008-03-05T20:32:16.870+01:00

One of the most interesting Web 2.0 trends, the advent of social networking, will certainly also impact the CRM, CRM 2.0 and most probably the VRM field. Charlene Li, from Forrester Research, recently held a presentation on the future of Social Networks at the Social Graph 2008 event in San Francisco | View | Upload your ownWorthwhile to click through for a bit. (Via Marketingfacts)

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-35169629308768776812008-03-05T19:54:00.002+01:002008-03-05T19:58:17.734+01:00

Jim Berkowitz has created a post that summarizes / outlines a number of recent Gartner publications on Customer Experience Management. Check it out.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-38576676864830423592008-03-02T22:33:00.004+01:002008-03-02T22:44:24.898+01:00

Richard Boardman, of Mareeba CRM Consulting has posted an article on CRM Requirements analysis and how this can help control costs when a company lays down clear requirements, before starting vendor selection for a new CRM system.I agree with Richard that laying down a clear set of requirements is certainly necessary before selecting a CRM vendor and that some companies overlook their actual

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-87197667292885779702008-03-02T18:24:00.003+01:002008-03-02T18:28:08.233+01:00

I've posted about VRM before, mostly outlining the some of the challenges I see and some opportunities. I didn't fully explain the concept of VRM in a clear-cut and consise manner however. If you want to get a real ide on the promise of VRM, read Adriana Lukas' One Pager

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-57724979290644328182008-02-20T20:58:00.004+01:002008-02-20T21:01:25.425+01:00

Software-as-a-Service, but not sharing it with other users. Oracle has announced Single Tenant, Enterprise Edition, CRM on Demand. Read this article on CRM Daily

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-38629543533648193362008-02-20T10:09:00.003+01:002008-02-20T10:15:31.384+01:00

Over the last week I’ve been diving into the concept of Vendor Relationship Management, which is being developed by CRM experts around the world and lead by a Harvard project group. Vendor relationship management is being defined as reciprocal to CRM. Vendor Relationship Management places the consumer in control of the relationship it has with several companies that sell the consumer certain

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-38175279664074316152008-02-10T18:20:00.000+01:002008-02-10T18:23:34.124+01:00

Rumour has it that Salesforce.com has asked Oracle to buy it. If that deal goes through it would be interesting to see what that means for CRM on Demand as a hosted platform and how Salesforce.com is going to be integrated into fusion. Read this analysis of why the deal is a good idea.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com1tag:blogger.com,1999:blog-6796639486321581168.post-39134944424472298822008-02-02T13:27:00.001+01:002008-02-02T13:31:02.901+01:00

A couple of weeks a go I held an internal presentation on Oracle's Siebel Universal Customer Master. I've been lucky enough to have been involved in two UCM implementations, for both version 7.5 and 8.0. I thought it wise to also share this presentation here. The presentation describes the product, advantages and drawbacks, as well as most likely implementation scenarios.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-88484298763379380042008-01-24T10:22:00.000+01:002008-01-24T10:27:11.102+01:00

Just read this interesting article, by Elana Anderson on CustomerThink, about how marketeers could leverage Web 2.0 and social networks to improve their company's reputation. I do believe that the tips in this article not only hold true for people in the marketing professio, but also in the customer service profession, or in fact any representative on a company that notices something being said

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-17449687211748003292008-01-16T22:15:00.001+01:002008-01-16T22:25:57.243+01:00

According to this article on CRM Daily, Oracle has significantly increased it's bid for BEA to US$ 8.5 Million, and it looks like the deal will be closed. The press release apparently states that the acquisition of BEA is complementary to Oracle's existing product suite, but I seriously wonder what this means for Fusion Middleware? Will this cause delays in the Fusion Roadmap? Let's wait and

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-89312128284356028522008-01-14T23:45:00.000+01:002008-01-15T00:04:15.736+01:00

I've just read through an interesting article by Scott Santucci on CustomerThink. I do not neccessarily agree with his views, but the premise of his post is interesting however. What would you say if your CEO asked you "What did I get for my CRM Investment?". It's probably impossible for most CRM consultants, Sales or Services Process Owners, CIO's or IT Managers to answer that question. Why?

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-55446681485353180282008-01-13T21:36:00.000+01:002008-01-13T21:42:32.919+01:00

Much like the end of the year, everyone seems to be publishing predictions, trends and the future as a year begins. A little bit later than I had anticipated, I'd like to put in my two cents as well, from a European, or perhaps more specifically, from a Dutch perspective.CRM ProcessService instead of sales Increasing focus is being put on improving service and ensuring customer service meets the

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-54260694817985582322008-01-09T22:42:00.000+01:002008-01-09T22:59:50.465+01:00

A little while ago I posted about the difficulty in getting Sales Representatives to use CRM applications, as opposed to Service Reps. A recent survey in California, by the Sales Lead Management Association, shows some interesting results, as quoted in this Chris Bucholtz article on Inside CRM. Chris quotes the survey's somewhat suprising results:"83 percent of the respondents don’t track ROI on

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-55675952545680091922008-01-08T16:11:00.000+01:002008-01-14T23:44:56.658+01:00

Every once in a while I feel I need to plug my employer, Deloitte Consulting. In February the global practices of Deloitte will publish their yearly report on predictions for developments in the telecom, media and high tech industries. If you happen to be in the Netherlands on February 13th, and happen to speak Dutch, register for the briefing here

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-44455080367260022672008-01-04T13:15:00.000+01:002008-01-04T13:16:44.706+01:00

This is post 4 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field of CDI. The second post, dealt with applying these concepts and defining an overall CDI approach. The third post dealt with key success factors in implementing CDI. This, the fourth

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com2tag:blogger.com,1999:blog-6796639486321581168.post-12879851021853304032007-12-28T14:38:00.000+01:002007-12-28T14:58:53.407+01:00

I was trying to watch for all kinds of list including CRM predicitions for 2008, but Paul Greenberg apparently has a keener eye than me. He's come up with a comprehensive list of predictions from various researchers and key crm minds out there. Rather than copying his work, I thought I'd just refer to it. Enjoy reading his post.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-58129736899961490842007-12-20T16:56:00.000+01:002007-12-25T22:22:48.592+01:00

Triggered by a post on the usability of enterprise software, I ended up reading an article on CRM and user adoption. CRM spending is on the rise again in the US (us Europeans have been experiencing a CRM "mini" boom since mid 2006 already), but one of the main issues in succesful CRM technology implementations is getting users to work with the system, atleast according to AMR Research. One of the

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com3tag:blogger.com,1999:blog-6796639486321581168.post-9413035645675733392007-12-20T11:33:00.000+01:002007-12-20T11:43:58.549+01:00

The holiday season is upon us and a new year is about to start, which means it's time for all kinds of top x of 2007 lists. I've been watching out for these kinds of lists in the CRM area, to see if anything worth sharing was being published on the web. Much to my suprise I seem to have made it onto one of these top x lists, apparently I'm one of the top 20 CRM bloggers, according to Inside CRM.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-4680217305098901212007-12-20T10:43:00.000+01:002007-12-20T10:47:35.377+01:00

A consistent brand experience and high quality service usually leads to a significant decrease in customer churn, after all, a happy customer remains a customer. Some companies are finding benefits in outsourcing customer service to achieve a more consistent brand experience, which sounds somewhat contradictory. An article on Destination CRM provides some more insight into what to look for when

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-7746330679665919922007-12-17T11:50:00.000+01:002008-01-09T22:41:20.760+01:00

An article on CRM daily, written by Natalie L. Petouhoff and Brian R. Johnson from Hitachi Consulting in the US, provides interesting insights into the quantifiable benefits of an enhanced customer experience. All too often CRM applications are implemented just to replace a legacy system, because of a management hype, or due to an intangible need for a new and consistent customer experience.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-29108052797872424742007-12-14T09:35:00.000+01:002007-12-14T09:39:47.840+01:00

Marketwatch posted the results of a Wharton survey into the way women and men shop (US Based). The overall results indicate that men are more focussed on buying whereas women tend to shop around. The article also contains some interesting pointers on service within a store, such as a man's tendency to never return to a shop once the item they need has been out of stock once, whereas women tend to

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-21096120502899239642007-12-10T13:04:00.000+01:002007-12-10T13:07:38.266+01:00

Already a big Web 2.0 application, Salesforce.com is adding additional features to its product: Social Networking. The salesforce to salesforce part of salesforce.com has been recently launched and provides opportunities for salesforce subcribers and developers to connect and collaborate. Read more on this at Destination CRM.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-53798367962072223502007-12-06T11:34:00.000+01:002007-12-06T11:36:47.141+01:00

This is post 3 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field of CDI. The second post, dealt with applying these concepts and defining an overall CDI approach. This, the third post will deal with key success factors in implementing CDI. The fourth

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-59434091824986087182007-12-06T10:32:00.000+01:002007-12-06T10:35:43.095+01:00

It's time to look back at 2007 and gaze in to what the future holds for all of us. CRM Magazine features an article on CRM 2.0 and possible developments in the CRM arena in 2008. Interesting to see Mitchel Lager's view of the future combined with the views and vision of several industry experts and research analysts. The focus of the article, as in CRM 2.0, is on collaboration, the collaborative

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-17033983992594977402007-11-30T13:37:00.000+01:002007-11-30T13:48:34.921+01:00

Within the US security breaches for companies are leading to significant costs in order to re-imburse clients for privacy loss, improving security for IT applications and adapting to ever evolving technology developments. Read this article to find out how much US companies are loosing. I wonder what the cost of data security and security breaches is in the European market place, with it's

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-50592086543112784442007-11-29T13:51:00.000+01:002008-01-04T11:41:08.090+01:00

This is post 2 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). The first post dealt with the definition of a number of concepts that make up the field of CDI. This, the second post, deals with applying these concepts and defining an overall CDI approach. Post three will deal with key success factors in implementing CDI. The fourth

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-53305109949090054522007-11-26T10:25:00.000+01:002007-11-26T10:45:10.162+01:00

Apparently Salesforce.com wants to become the new Microsoft. With the recent launch of Force.com and the AppExchange platform SalesForce.com certainly seems to be making steps in that direction. An article on CRM-Daily contains the views of several industry experts on this.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-84078465638253895152007-11-22T22:03:00.001+01:002007-11-22T22:09:12.781+01:00

Making everything 2.0 seems to be one of the leading trends over the past couple of year(s). After the web, CRM is now being enhanced and revised into CRM 2.0. Check out this blog post by Paul Greenberg on CRM 2.0 and VRM. I will be checking out the CRM 2.0 wiki and might make some contributions.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-40837966687813118732007-11-22T21:48:00.000+01:002007-11-22T22:08:36.130+01:00

I thought that the boom in outsourcing call centres to India and other locations around the world was slowing down. Apparently that's not the case. Avaya, the technology company, has concluded that the market keeps on growing after global research I wonder if this research also includes research to hosted call centre solutions such as Oracle's Telephony at Work solutions.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-41222139213688768712007-11-18T22:11:00.000+01:002007-11-18T23:04:42.433+01:00

This is to become post 1 of a 4 part series on the concept and application of Customer Data Integration (hereafter referred to as CDI). This first post will go into the definition of a number of concepts that make up the field of CDI. The second post will deal with applying these concepts and defining an overall CDI approach. Post three will deal with key succes factors in implementing CDI. The

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-12955756466495709342007-11-18T21:58:00.000+01:002007-11-18T22:02:40.297+01:00

Who's data is it anyway? In recent history sales people relied on their own network to close sales and score their bonus. Social networking and google have made it far more easy to find a new contact within a firm you would like to sell to. Jim Fowler has posted an interesting article on CRM daily about data ownership in the Web 2.0 world.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-10212233566971606222007-11-14T13:45:00.000+01:002007-11-14T13:49:15.220+01:00

Deloitte recently published an article, based on it's gobal service and parts management benchmarking study, which indicates that only a small number of manufacturing companies are actually able to reap the benefits from an effective service strategy. Perhaps this spells out a bright future for spending on service effectiveness / field service crm projects in the near future.Click here for the

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-11861481167674959892007-11-12T22:22:00.000+01:002007-11-12T22:28:53.519+01:00

After the recent news that SAP is to acquire Business Objects, IBM has decided to try and snatch up Cognos. I wonder how this will affect SAP and Oracle, who are both intent on snatching up a large part of the BI market.

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-36974680662734623172007-11-12T15:20:00.000+01:002007-11-12T15:21:48.903+01:00

Oracle is set to unveil a new set of On Demand CRM applications as part of their CRM on Demand offerings. Apparently a session was held last Friday to show a sneak preview of the functionality that is to be unveiled at open world later today. For more info see ZDNetDeloitte consulting also recently announced a new strategic alliance with Oracle for it's CRM on Demand applications. Deloitte

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0tag:blogger.com,1999:blog-6796639486321581168.post-22515767967974111302007-11-12T14:51:00.000+01:002007-11-12T14:56:52.199+01:00

Having been involved in implementing Mobile CRM technology, I've found that one of the major pitfalls in implementing mobile solutions is trying to provide full process coverage on a limited functionality mobile device. CRM Daily has interviewed a number of industry experts that are saying the same thing. Click here for the full story

Wouter Trumpiehttp://www.blogger.com/profile/08892036152406596445noreply@blogger.com0