CRM Resources

Look here for links to

Web Sites

CRM Information

http://www.crmcommunity.com industry news and CRM-related classes and resources. Many articles are press releases or pointers to articles on other sites. Free registration.

http://www.crmdaily.com short, focused articles, often written by analysts about CRM vendors and CRM implementations. Includes links to CRM Buyer Magazine. Free email news alerts.

www.customerthink.com online community focused on CRM, containing in particular Q&As on various CRM topics by and for business users. Free membership.

http://www.destinationcrm.com site of the monthly CRM Magazine. Contains a variety of short industry articles that mixes vendor interviews, case studies, and interesting editorials.

Sales and Marketing

http://www.salesandmarketing.com site of Sales and Marketing Management magazine. The content is mostly focused on business processes, and mostly on sales rather than marketing per se. Sponsors the “Chief Sales Executive Forum”, a yearly conference for sales VPs. To read most articles you will need to purchase a subscription.

http://www.sellingpower.com site for Selling Power magazine, a magazine for sales managers. Includes a dedicated CRM section with short articles about various aspects of CRM, often focused on one particular solution.

Support and Service

www.afsmi.com site of the Association for Services Management International and their newsletter, Sbusiness. Focused on processes more than tools.

http://www.callcentermagazine.com site for the online magazine for ICMI, the International Customer Management Institute. The magazine is now called Insight. It’s a, a monthly publication geared towards both incoming and outgoing call centers, and very much focused on the telephone as a communication channel. Includes many articles about technology, usually in the form of contrasting case studies. Also includes links to many different vendors.

www.thinkhdi.com site of the Help Desk Institute, the association of help desk and other support professionals, and its electronic magazine.

http://www.softletter.com The online presence of the Softletter newsletter, focused on personal computer software publisher. Only selected articles are available on the web site, otherwise you need to subscribe. Well-researched, very practical articles, with some CRM commentary.

http://www.thesspa.com The web site of SSPA, the Service and Support Professionals Association and its electronic newsletter, SSPAnews. Contains lots of CRM coverage as well as information about processes. Has many (paid-for) links to CRM vendors and integrators.

http://www.the-resource-center.com An online retailer of all kinds of resources for support and service professionals, including books and tapes.

IT

http://groups.ittoolbox.com/ open forum for IT staffers to discuss CRM topics. The counterpart of the CRMGuru forum, but from a technical perspective.

http://www.cio.com site of CIO Magazine, a general-purpose magazine for IT executives with good-quality articles, including some about CRM. Free email subscription.

http://www.informationweek.com site of Information Week, a weekly general-purpose IT magazine. Free subscription.

http://www.searchcrm.com a complete site for information about CRM from an IT perspective. 

Analysts

Aberdeen (http://www.aberdeen.com). Some reports are free, some require membership. There is a dedicated CRM area.

Forrester (http://www.forrester.com) Forrester uses a “wave” rather than Gartner’s quadrants to classify vendors in categories. Sketchy summaries are available for the fee-based reports.

Gartner (http://www.gartner.com) An IT-influenced approach and their famous quadrants put vendors in neat categories that are useful to orient yourself to the field, although not necessarily to make your own selection. Provides useful short articles to orient the user to the fee-based reports.

IDC (http://www.idc.com). Provides lots of information about market sizes and adoption rates.

It includes checklists and guidelines to make sense of vendors’ pitches, guide implementation projects, and allow readers to create their own custom checklists.