A great summary defining Sales Operations as it relates to your internal Sales efforts. The 8 Categories Marci defines here are:
Sales Strategy Design and Planning
Measurement
Compensation and Quota
Training & Sales Communication
CRM and Tools
Territory Design
Contests
Lead Generation
One thing I would add here are any Sales related Marketing efforts. Quite often they are disconnected, and the more aligned they are the more successful the Marketing campaigns and Sales efforts will be. Visit Marci's blog at Sales Operations Blog.
customer service 2.0 web 2.0 service delivery and support it 2.0
Video: Marci Reynolds Reviews The 8 Categories of Sales Operations
Video Overview: ZenDesk - Customer Service & Support 2.0 Application
ZenDesk is a Customer Service & Support application available in the cloud. The pricing seems fairly high, but judging by the chatter this application is generating online, it seems like a good product for mature Customer Service Organizations. They also have customers like MSNBC, and Twitter using the tool while also offering built in Twitter integration.
customer service 2.0 web 2.0 service delivery and support it 2.0
Video: Online Recruitment tips from today’s leading HR Companies
A great summary about how company's should go about attracting talented job seekers. The video mentions Monster, Social Networking Tools, LinkedIn, Virtual Job Fairs, and more.
Video: Inside The Deal: CoTweet shows business side of Twitter
Here is the CRM version of Twitter. Looks like a great product though. This product aims to provide companies with the ability to centrally manage and track all of a companies Twitter Interactions by managing multiple accounts, the ability for multiple users to access the same information, and the ability to assign tasks.
Video: Social CRM Demo in Salesforce.Com
Many companies claim to have a 360 degree view of their customers. However, you will find that nearly 100% of them don't have any social network information within their CRM systems.
With the popularity of Twitter, and Facebook growing by the hour, it is more than likely your customer has a social profile.
Here is an overview/demo of Salesforce.Com with Social integration with LinkedIn, Facebook, Twitter, and Forums.
SlideShare: Social CRM
Check out this SlideShare Presentation on Social CRM. Integration of CRM with Conversations occurring on the web.
Social CRM
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View more presentations from Fabio Cipriani.
Video: The Service Cloud: The Next Evolution in Customer Service
An interesting spin on how Salesforce.Com has tackled the Customer Service and Support Industry. Here is a video of Alex Dayon a new VP of Customer Service and Support Strategy at Salesforce.Com. Interesting stats including in this presentation including the fact that spending on Customer Service Technology is increasing but Customer Satisfaction is fairly flat.
Video: SpiceWorks Help Desk Tool - A Free IT Service Management Application [HD]
So here is an interesting application called "The Spiceworks Help Desk" that is being provided for free. I have not tested the application yet but apparently you can utilize the application to keep track of Help Desk tickets and to also keep track of inventory. It does not appear to incorporate all of the ITIL disciplines like Problem, Change, or Configuration Management. However, this tool maybe the ideal fit for a small business over investing in large ITSM solutions like BMC's Remedy.
Video: Cloudforce London
I have been to many of these Salesforce.Com Cloudforce events, and they are pretty good. Very well organized, energetic, and Marc often takes subtle jabs at Microsoft. Here is an overview of Cloudforce in London which occurred just a couple of weeks back.
Video: The Great CRM Debate (On Demand vs. On Premise CRM)
CRM Debate (On Demand vs. On Premise Systems) from john Perez on Vimeo.
Interesting debate from some of the biggest players in the Service and Support Business including Oracle, Salesforce.Com, IBM, Netsuite, SAP, and many more. All are debating whether software as a service CRM solutions are better than legacy on premise solutions.
customer service 2.0 web 2.0 service delivery and support it 2.0
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Video: Interview with LiveOps CEO Maynard Webb on Virtual Support
An interesting video interview with Forbes and LiveOps CEO Maynard Webb on Virtual Support in your organization. Seems like support is going to the cloud and I sincerely think support will be coming back to the U.S. It will be just a matter of time.
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