Guest : Ginger Conlon, Rob Bois, Marshall Lager and Steve King
Aired : Saturday July 28th, 2007
Small businesses are turning to customer relationship management (CRM) in growing numbers to help bolster customer acquisition and retention. Companies like Salesforce.com, NetSuite and others have made CRM accessible to companies of all sizes. And today these services are easier to use, offer tons of functionality and can provide competitive advantages if you use them effectively. But it's hard to keep up with all the changes taking place. And that's why we've assembled a trio of CRM experts to talk about the latest developments and what small businesses should be considering as they begin implementing crm strategies and technologies. Our guests include 1to1 magazine's Ginger Conlon, Rob Bois of AMR Research and CRM magazine's Marshall Lager. They cover topics like what impact the iPhone will have on CRM, are we in the midst of CRM 2.0 and what does Microsoft's CRM Live mean to the industry and to small businesses.
If that's not enough for you, we also talk with research affiliate Steve King of The Institute of the Future . Steve is one of the authors of the Intuit Future of Small Business report series, and he fills us in on the finding of the second installment focused on technology trends that will impact small business over the next decade.
Ginger Conlon, editor-in-chief of 1to1 Media , is responsible for the direction and day-to-day editorial operations of 1to1 Magazine and its e-newsletters. Additionally, she serves as vice president of analyst relations for the CRM Association and as a board member of the New York chapter of the ASBPE. Ms. Conlon is a 20-year industry veteran, having covered sales, marketing, and customer service strategies and technologies since starting her journalism career. Previously, she served as the editor-in-chief of CRM magazine.
Rob Bois works as a research director in AMR Research’s Market Services team with a specific focus on customer management. He is dedicated to the detailed study of business processes and software related to sales, service, and support functions. Rob is specifically responsible for researching, analyzing, and writing about channel management, sales tools, marketing automation and software-as-a-service .
Marshall Lager is CRM magazine's news editor. He assigns and edits daily news stories for destinationCRM.com and for the Insight section of the magazine. Marshall covers the sales and wireless technology news beats in addition to writing features and section articles for CRM magazine and its Web site. He also writes "Pint of View," the magazine's humor-in-CRM column.
Steve King's work at the Institute for the Future (IFTF) is focused on helping clients gain insights from IFTF research and create action plans based on IFTF forecasts and analysis. Steve has over 20 years experience of technology industry and consulting experience. Steve's current research area is focused on understanding how the Internet and social networks are changing the corporate marketing function.
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