Here’s an article by Greg McNevin, worthy of some commentary, SMBs Want Simple, Accessible CRM:

According to US customer relationship management (CRM) software provider LogicBright, small business CRM users primarily stick to the basics when using CRM products, leaving many of the features being built into modern solutions superfluous.

The company says that with CRM software packages springing up all over the place, the marketplace is getting increasingly complex, and doing so unnecessarily according to its research data.

While it doesn’t give numbers of demographics, LogicBright says that it has surveyed users on what they want in a CRM package, and found that 81 percent want to use their CRM as a straightforward contact manager that is accessible by all employees.

Extra features such as mobile phone support, or an offline versions of the software are not needed according to the survey, with users preferring a basic system everyone in the business can access simultaneously to share company and contact information.

“It is no secret that in a troubled economy companies are looking to reduce their expenditures,” says Steve Schmidt, president of LogicBright. “It all comes back to keeping it simple and giving [..] customers what they ask for.”

This is the kind of rhetoric that starts to proliferate when times get rough and budgets are tight.  I do believe that as the CRM market has matured, more and more functionality has found its way into some of the leading CRM packages.

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Here is a synopsis of an excellent article by Fergus Gloster, Senior VP EMEA, at salesforce.com, Busting the Myths About SaaS:

A recent conference in Dublin heard that a third of traditional software projects fail. CIOs in large organisations are under increasing pressure from business units to deliver usable technology more quickly. As markets slow, business users can ill afford to wait around for 18 months while an on-premises software development is rolled out.

Speed, ease of implementation, no capital investment costs and rapid return on investment have been the driving force behind the growth of Software as a Service (SaaS). But can it deliver to enterprise the benefits it has demonstrated across SMEs?

I believe there are four great myths when it comes to enterprise implementation of SaaS…

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Here are several excerpts from interesting article by Brendan Read, Senior Contributing Editor with Customer Interaction Solutions, Mobile CRM: Are We There Yet?:

Getting the mobile channel to where enabling CRM through accessing applications or web sites a.k.a. mobile CRM is as seamless from desktops is akin to taking young children on a long ride who then inevitably ask: “are we there yet?”

The answers will depend to some extent on the nature of the journey being taken. If the trip is for work, such for field sales staff and support reps the destination is in sight.

“The days with a field sales rep or technician having to go back to the office to get on the desktop for updates and additional information, are over,” says Angie Hirata, director of worldwide marketing and business development, at Maximizer Software.

However, if the travel is for everyday business, such as banking, buying products, and obtaining service via the Internet or accessing data-rich content like videos, i.e. mobile commerce or “m-commerce” then there is a little more ways to go.

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Here are several excerpts from an interesting article by Andrew Boyd, Chief Research Officer for the Aberdeen Group, 3 Low-Cost or No-Cost Customer Management Tips for Uncertain Times:

In a recessionary environment, sales and marketing managers should prepare themselves for lengthened sales cycles and decreased pipeline velocity. Tried and true tactics that have always worked — e.g. month-end discounting, bundling and promotions — will begin to sound increasingly desperate as sales reps struggle to make the quotas that were set months ago in the budgeting process. Customers — those in a buying mood — will buy on their own terms, and it is increasingly unlikely that they will be “sold to.” Therefore, price erosion will take hold as vendors struggle to adapt the new competitive conditions.

With reduced headcount and frozen budgets, organizations may be tempted to put technology and capabilities investments on hold. However, now is the time to act; below are some low- or no-cost actions organizations can immediately take to retain a competitive edge though tough times…

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Here’s an excellent series of articles from BNET,  Smart Business for Tough Times:

As the recession deepens, businesses are scrambling to adapt. Some are in serious trouble and looking for a lifeline. Others in better shape are searching for smart ways to take advantage of soft markets or weakened competitors. From either perspective, these are times that test a company’s resilience and savvy. Those who make smart decisions now can survive — and may even come out ahead. To sharpen your strategic thinking, we’ve gathered a set of tactical plays on both sides of the ball.

Play Defense -

Refinance Your Debt
Prioritize Your Debt
Raise Cash Through “Factoring”
Sell of Non-CRitical Assets to Raise Cash
Price Optimize for Your Best Customers
Rebalance Compensation from Top to Bottom

Play Offense -

Land a Private Placement to Fund Capital Investments
Exploit Revolving Credit
Take Advantage of Training Programs
Cherry Pick Top talent Away From Rivals
Double Down on Strategic Advertising
Capitalize on Affordable Luxuries

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