Customer relationship management
Process of managing interactions with customers
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We include updates on Enterprise resource planning, Service recovery paradox, Net promoter score, Marketing mix modeling, Lead generation, Co-creation, Application service provider, Retention rate, Patronage concentration, Speech analytics, Function cost analysis, Interactive marketing, Marketing effectiveness, Return on marketing investment, Lean consumption, Order to cash ... and more.
| 2025 |
Net promoter score
Consumers widely complain about being overwhelmed by excessive rating requests, highlighting a growing public frustration with Net Promoter Score (NPS) survey practices.
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| 2024 | Global CRM market size is estimated at $101.41 billion, marking the starting point of a projected significant market growth period. |
| 2023 |
Co-creation
Fisher & Rindfleisch developed the CO-CREATION READINESS SCORECARD, a tool to help firms assess and manage risks associated with co-creation processes by asking 12 key questions about contribution and selection readiness.
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| 2023 |
Co-creation
Fisher and Rindfleisch published research outlining key steps and challenges in the co-creation process, identifying two critical stages: contribution and selection of customer ideas.
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| 2022 |
Customer data platform
CDP industry revenue grew to $1.9 billion, representing a 19 percent increase from the previous year, according to the CDP Institute.
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| 2022 | NetSuite acquired Verenia, continuing the trend of traditional providers expanding their cloud-based solutions. |
| 2021 |
Customer data platform
CDP industry revenue was estimated at $1.6 billion by the CDP Institute.
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| 2021 | Top CRM trends identified, including customer service automation with chatbots, hyper-personalization based on customer data, and implementation of unified CRM systems. |
| 2021 |
Enterprise resource planning
Gartner estimated the global ERP market size at $35 billion, highlighting the continued growth and significance of Enterprise Resource Planning systems across businesses.
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| 2021 |
Vendor relationship management
VRM and supplier relationship management (SRM) become synonymous in commercial software usage, with VRM solutions emerging in the market.
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| October 2021 |
Enterprise resource planning
Shopify integrated ERP tools from Microsoft and Oracle into its platform, demonstrating the trend of extending ERP capabilities to mobile devices and third-party applications.
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| October 5 2021 |
Zammad
Major release introducing MessageBird Integration, Core Workflows Function, Jira Integration, and enhanced User Experience.
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| March 25 2021 |
Zammad
Major release integrating Grafana, Kibana, GitLab, and GitHub, with improved mobile device design.
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| 2020 |
Speech analytics
Speech analytics market projected to become a billion-dollar industry, with North America leading the market share due to increasing demands for compliance, risk management, and market intelligence.
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| June 15 2020 |
Zammad
Minor release with S/MIME Integration, Google OAuth Integration, and improved ServiceNow Integration.
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| 2019 |
Co-creation
O'Hern and Rindfleisch published research defining open-source software as the best example of open contribution and customer-led selection in co-creation, highlighting different collaboration strategies used by companies like Sun Microsystems and IBM.
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| October 18 2019 |
Zammad
Zammad was awarded the DINACon Award in Category 1 for Best Open Source Project, and was also nominated for the Digital Economy Award.
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| June 6 2019 |
Zammad
Major release adding more languages, external authentication sources (Microsoft account, Azure AD, OAuth2), and introducing Zammad Knowledge Base.
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| June 6 2018 |
Zammad
Feature release with automation of ticket assignment, CSV Import, and modifications to REST API authorization management.
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| September 11 2017 |
Zammad
Major Release introducing LDAP Integration, Absence management assistant, Exchange integration, and Role management.
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| March 12 2017 |
Zammad
Zammad won 1st place in the Thomas Krenn Award, highlighting its excellence in the technology sector.
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| 2016 |
Customer data platform
The Customer Data Platform (CDP) industry formally emerged, experiencing rapid growth as marketers recognized the unique capabilities of CDPs compared to alternatives like Data Management Platforms (DMPs) and data lakes.
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| December 7 2016 |
Zammad
Zammad received the Bronze OSBAR (Open Source Business Award) from the Open Source Business Alliance, recognizing its contributions to open source software.
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| November 14 2016 |
Zammad
Release of REST API v1, with Ruby and PHP API Libraries. Integration of Sipgate.io and automatic organization assignment based on email domain.
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| October 14 2016 |
Zammad
First Version of Zammad helpdesk tracking system was published.
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| 2013 |
Co-creation
Jansen and Pieters argued that co-creation is often used as a buzzword and introduced the term 'complete co-creation', emphasizing the need for active end-user involvement in an ongoing process.
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| 2012 | Oracle acquired both Taleo and Eloqua, further strengthening its cloud-based CRM and enterprise software offerings. |
| 2012 |
Vendor relationship management
Customer Commons, a non-profit supporting VRM principles, is established as an offshoot of ProjectVRM at Harvard, with Doc Searls as a co-founder and board member.
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| May 2012 |
Vendor relationship management
Doc Searls publishes 'The Intention Economy' book through Harvard Business Press, further exploring the concepts of VRM.
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| December 2011 | SAP acquired SuccessFactors, expanding its cloud computing and enterprise software portfolio. |
| October 2011 | Oracle purchased RightNow, marking a strategic move into cloud-based CRM solutions. |
| 2010 |
Customer data platform
The term 'Customer Data Platform' was first coined to describe marketing software capable of building a single, unified customer view by collecting all customer data and events into one comprehensive file.
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| August 2010 |
Vendor relationship management
CRM magazine names Doc Searls as one of its influential leaders.
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| May 2010 |
Vendor relationship management
CRM magazine dedicates an entire issue to Vendor Relationship Management (VRM).
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This contents of the box above is based on material from the Wikipedia articles Customer value maximization, Vendor relationship management, Interactive marketing, Speech analytics, Customer data platform, Enterprise resource planning, Net promoter score, Relationship marketing, Zammad, Social CRM, Co-creation & Customer relationship management, which are released under the Creative Commons Attribution-ShareAlike 4.0 International License.