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August 27, 2015
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. The nature of the customer experience varies from vertical to vertical, and certainly between B2B and B2C sales. However, there are three specific ways that meeting or exceeding customer expectations and desires has long-term repercussions on sales results. [More...]

August 26, 2015
You might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have said that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture's strong emphasis on personalization and the tendency to give authenticity quizzical looks. [More...]

August 25, 2015
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, said Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer. ... Customers will have more ways to understand their audiences and impact the customer journey." [More...]

August 20, 2015
It felt like back to school this week at the CRM Evolution show in hot and muggy New York. The first week or two of the school year is always like that. Though it still feels like summer vacation, you know you have to get focused, because the first exam will be here before you know it. Cramming begins almost immediately, because there seem to be a lot of new ideas percolating. [More...]

August 20, 2015
internet-things
Growth of the Internet of Things in broadband households extends the life, utility and functionality of all connected solutions in the home. It also puts new pressures on existing support solutions to meet consumers' expectations. Sixteen percent of U.S. broadband households owned a smart home device, and nearly 40 percent planned to buy one in the next 12 months, suggests recent research. [More...]

August 18, 2015
For many years, provocateurs have been able to stir people up by proclaiming the death of the salesperson. Ten years ago, in fact, Marc Miller authored the book Selling is Dead. It must be a lingering death, because I still know lots of salespeople. I sure hope they have their affairs in order, what with their impending demise foreshadowed for so long. [More...]

August 14, 2015
I recently talked with Bonnie Crater about changing her company's name, and something really struck home. Crater is CEO of Full Circle Insights, and I've known her since her days as an executive at Salesforce. As I was listening to Crater, I recalled that old aphorism, often attributed to John Wanamaker, that half an advertising budget is wasted, but we just don't know which half. [More...]

August 12, 2015
It's a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week. [More...]

August 7, 2015
Salesforce has extended its Social.com, Active Audiences and Social Studio marketing tools to Instagram. These tools let marketers buy and manage advertising, publish content, participate in and review discussions with customers, resolve customer service issues, and analyze conversations. Marketers already are using these tools on Facebook, Twitter, LinkedIn, Google+ and YouTube. [More...]

August 5, 2015
Microsoft earlier this week announced that it has bought FantasySalesTeam, a sales gamification platform. The intent of the product is to boost sales productivity. The gaming part is designed after some aspects of fantasy sports leagues in which participants build a team from known professional athletes and try to beat other teams. The team aspect makes everyone more competitive. [More...]

August 3, 2015
In the past, enterprises controlled the times, policies and marketing funnel for customer interactions. When things went wrong, customers reluctantly picked up the phone to call customer support, fully expecting not to be recognized, to be put on hold, to have to repeat the same information several times, and to have to spend a lot of time and effort to receive "customer service." [More...]

July 30, 2015
I recently conducted a simple, one-question survey, using sales pros as my target audience. The question was idiotically simple: What is the most important metric for people in sales? In this era of big data, deep analysis and predictive analytics, you might have thought that some new, performance-based metric would have surfaced as the new secret weapon. [More...]

July 29, 2015
Spreadsheets suffered a body blow on Tuesday, when Salesforce announced new platform functionality. Soon all spreadsheets will be good for is financial analysis. This sounds funny, because the spreadsheet for several decades has been the unofficial IT prototyping tool. Actually, it was the end-users' prototyping tool -- the default thing they used to capture data. [More...]

July 27, 2015
The Consumer Financial Protection Bureau last week ordered Citibank and its subsidiaries to pay about $700 million in relief to eligible consumers and a $35 million civil penalty for, in essence, scamming consumers into paying for unwanted credit card add-on products and services. This is the 10th action the bureau has undertaken against banks for deceiving consumers. [More...]

July 22, 2015
I've been looking at process as the next big thing in CRM for a while. It only makes sense, for several reasons. First, as we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate. [More...]

July 21, 2015
We all use them. They're the default system for listing and tracking things. And no one -- except, maybe for that one weird guy in finance -- really likes them. I'm talking about spreadsheets. Whether it's Excel or Google Sheets or some other lesser-known variation on the theme, a lot of spreadsheets are created every year. There are at least 1 billion users of Excel in the world. [More...]

July 17, 2015
microsoft-dynamics-crm-fieldone-acquisition
Microsoft on Thursday announced that it has reached an agreement to acquire FieldOne, developer of a cloud-based field service management solution. FieldOne's technology will add a new dimension to Microsoft Dynamics CRM. FieldOne provides field service management tools for work order management, automated scheduling, asset management, contract management, and more. [More...]

July 16, 2015
Having meaningful work is one of the biggest challenges for many people at the bottom of the employment ladder. In Outliers: The Story of Success, Malcolm Gladwell documented the multigenerational effect. The children of people who had meaningful work turned out to be more successful and advanced further in their careers than children of people stuck in less-rewarding occupations. [More...]

July 13, 2015
As businesses gain new insights about the power of data, they're discovering new sales and marketing tactics that go far beyond what previously was possible. It's not just big data and a technology-driven revolution -- it's also a shift in attitudes about data's place in sales, its role as a guide or reality check, and its ability to fuel new processes that drive greater sales performance. [More...]

July 9, 2015
I've written many times about how conventional, premises-based ERP seems to be evaporating. Configuration, pricing and quoting are business processes that illustrate the point. First, let's all agree that enterprise resource planning isn't going extinct as it evaporates -- it's too valuable -- but it is getting a haircut. Many of the functions leaving ERP are condensing back into the front office. [More...]

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