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CRM Radio by GoldMine

Jul 2016

Why is CRM failing to deliver? An age of discontent.

July 20, 2016


Customer Relationship Management, after all of these years, continues to be controversial.  In spite of large strides in ease of use, lots of new applications for social media, business intelligence and graphics presentations, plus customized versions for insurance, medical, car dealers, non-profits and a few hundred more industries, the grumpy rumors continue about a failure to deliver on what is promised.  In this interview, Jim Dickie of CSO Insights takes a whack at the industry discontent.  Could it be as simple as “salespeople are never satisfied?”   We will find out.  The host is Jim Obermayer
About Jim Dickie - Research Fellow
Jim Dickie is a Research Fellow of CSO Insights. He has over 29 years of sales and marketing management experience. Jim began his career with IBM and Sterling Software and then went on to launch two successful software companies. Jim is also a contributing editor for CRM Magazine, CustomerThink,, a contributing author for the Harvard Business Review; and the author of The Chief Sales Officers Guide to CRM, Insights into High Tech Sales and Marketing, and the co-author of The Sales & Marketing Excellence Challenge and The Information Technology Challenge. He has served as an advisor to Baylor University’s Center for Professional Selling, William Patterson University’s Russ Berry Institute for Professional Selling, and as a lecturer at the University of Georgia’s Terry College of Business

Over the past twenty years, CSO Insight’s survey of over ten thousand sales transformation initiatives has become the benchmark for tracking the evolution of how the role of sales is changing, the challenges that are impacting sales performance, and most importantly what companies are doing to address those issues. CSO Insight's clients span multiple industries and include such firms as 3M, ADP, GE Capital, Cisco Systems, Corning, Fairchild Semiconductor, Harte Hanks, Federal Express, IBM, Accenture, VISA, Xilinx, Hewlett Packard, McKesson, Unocal, Cessna Aircraft, Fiserv, Barclays, Rockwell, Vishey Electronics, Intel, as well as many small to midsize enterprises.
About CSO Insights 
CSO Insights is dedicated to improving the performance and productivity of complex B2B sales organizations. We measure and analyze the behaviors, metrics and strategies behind world-class sales performance, providing our members with the research, data and expertise required to build strategies for sales performance improvement. 
With over 20 years of sales research experience, the CSO Insights team is comprised of respected analysts with decades of success as sales practitioners and sales executives. This unique perspective, along with our wealth of sales performance metrics and benchmarks, gives us the exceptional ability to collaborate directly with sales leaders around the world to explore the best practices, strategic trends and next generation capabilities driving sales performance.

Their research, data and expertise help sales leaders create and execute strategies to find more, win more and keep and grow more business. CSO Insights’ annual sales and marketing effectiveness studies have become industry standards for sales leaders seeking operational metrics, data and analysis, most notably: the Sales Best Practices Study, Sales Performance Optimization Study, and Lead Management and Social Engagement Study.

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Phone at +1 877-506-2975
Raab Associates can be reached: 914-241-0000 | [email protected]

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