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CRMBuyer.com
November 21, 2014
CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's amazing, because to many business leaders, CRM has become table stakes when it comes to creating a software infrastructure. Within CRM, many of the features have become table stakes, too: creation of the customer record, tracking the history of lead acquisition, the ability to segment customers -- even social media capabilities. [More...]

November 20, 2014
There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious CRM plays; sometimes they fall more under the rubric of Internet of Things. [More...]

November 19, 2014
The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible. [More...]

November 18, 2014
With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations. It might not be immediately obvious to some businesses, however, just how they can get involved with Instagram and make it work for them. One way is to invite customers behind the scenes. [More...]

November 17, 2014
There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner of the back of your mind. What's really distressing? Numbers. Numbers are really scary -- specifically, the numbers around things marketers know they should be doing but aren't. [More...]

November 13, 2014
salesforce1-lightning-connect
Integration of data has been one of the most formidable challenges for CRM since its introduction decades ago, but Salesforce.com aims to change that with Salesforce1 Lightning Connect. It should be welcome to developers and users because integration technology, for all its advances over the years, is still not "idiot proof," said Denis Prombriant, principal of Beagle Research. [More...]

INSIGHTS
Journey Map
November 12, 2014
The journey map and the tools used to make one might be the sleeper part of CRM in the year or two in front of us. The reason is simple: Journey maps enable you to figure out your processes, and they are useful in much more than just marketing. The key element of the emerging customer science idea is that the random and highly reactive approach to front-office business rapidly is being eliminated. [More...]

November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels. [More...]

November 10, 2014
Don't get me wrong -- I think very highly of CRM. I've been making a living writing about it for almost a decade, and I would highly recommend it to anyone. Still, covering CRM is a little bit like writing an honest biography of a complex person. Yes, there were moments when your subject achieved great things and was covered in glory, but there were also times when he didn't behave so well. [More...]

November 7, 2014
Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise and then buying the same model online at a cheaper price. Now there's "webrooming" -- a new buzzword for a trend that's been gaining momentum. Webrooming is the consumer practice of using the Internet to research a purchase and then going to a physical store to buy it. [More...]

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