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Friday - December 16, 2016
artificial-intelligence-sales-marketing
Artificial intelligence will revolutionize marketing in the next five years, according to a Demandbase survey conducted last month. Eighty percent of the 500 B2B marketers who participated in the online poll, conducted last month by Wakefield Research, said they expected an AI-fueled marketing revolution. However, only 26 percent were very confident they understood how AI was used in marketing. [More...]

Wednesday - December 14, 2016
Salesforce has released LiveMessage, a chatbot that lets enterprises users engage customers through messaging apps such as Facebook Messenger, SMS or MMS directly within its Service Cloud. Service agents can respond to customers on Facebook Messenger after accessing their records, for example, and the conversation automatically is appended and can be resumed later if necessary. [More...]

Tuesday - December 13, 2016
2017-crystal-ball
Traditionally in this year-end piece, I peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I'm close, other times not, but either way, my predictions quickly are forgotten. This year, I've decided just to say what I want rather than what realistically might happen. Since my vote has all of the authority of yesterday's news, it will follow past prognostications. [More...]

Friday - December 9, 2016
Many consumers fear a shortfall of highly desired items this holiday season, and disappointed shoppers may switch to other brands, suggests a survey Elementum released Thursday. The firm polled 2,001 adults in the U.S. this fall. About 48 percent of the participants who were parents of kids under 18 expressed concern about product shortages. [More...]

Thursday - December 8, 2016
U.S. lawmakers have introduced legislation to stop Wells Fargo from enforcing arbitration agreements with victims of fraud it perpetrated against them. Sen. Sherrod Brown, the ranking member of the Senate Committee on Banking, Housing and Urban Affairs, and Rep. Brad Sherman, a member of the House Financial Services Committee, introduced the Justice for Victims of Fraud Act of 2016. [More...]

Tuesday - December 6, 2016
This year will go down as an important turning point in CRM. For the last decade and a half, we've been simultaneously building and destroying CRM -- first by linking all of the disparate databases to get that 360-degree view, and then by adding important accessories like social and analytics. At the same time, we've been busy tearing down conventional architectures and spinning up the cloud. [More...]

Monday - December 5, 2016
crm-actionable-insights
There are three significant trends in CRM right now, according to Matt Keenan, SVP of Aptean's product group. "The first is the rapid evolution of human-system interaction. Gone are the days of sitting in front of a laptop and interacting with CRM. Customers are looking for multiple channels. The way people are interacting with applications and data is evolving radically." [More...]

Friday - December 2, 2016
We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It's not wrong information -- just incomplete. [More...]

Thursday - December 1, 2016
facebook
There's an argument that it's not Facebook's job to fact-check the growing flood of fake news coming at us through its portal. After all, Facebook is just a set of pipes delivering something and is not responsible for the content. Nebulous others have that responsibility. However, Facebook is in the business of delivering content to a wide variety of people for a multitude of reasons. [More...]

Wednesday - November 30, 2016
account-based-marketing
"Account-based marketing is really about marketing to the accounts that are aligned with your sales team," said Demandbase CEO Chris Golec. It's been done for years, but today there's a whole technology and practice around being able to market to accounts at scale, and this wasn't possible until about four or five years ago. It's a focused, targeted marketing approach." [More...]

Tuesday - November 29, 2016
internet-of-things
Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet a lot of folks think of the Internet of Things as those machines that do things directed by algorithms -- and if so, they might wonder why they need to be connected to customer service, such an obviously human channel. It's not off base, however. [More...]

Wednesday - November 23, 2016
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business that requires customers to pay little up front but more over time. The billing, finance and commerce implications can be profound. [More...]

Friday - November 18, 2016
Microsoft this week introduced Outlook Customer Manager, a new cloud-based tool that aims to help its small businesses clients stay on top of their customer relationships. The new service organizes everything from emails to meeting invitations, call logs, notes, tasks, files and other essential items. It comes just four months after the launch the company's Bookings tool. [More...]

Wednesday - November 16, 2016
It's been a rough couple of months, and we should talk about something fun and not political, but CRM-centric. I know! Let's ask how the election influenced CRM. Seriously, there's a nugget in there to get us thinking about business instead of that other stuff. Come on, it'll be fun. I am not the only one who saw this, but isn't it amazing how the pollsters got the election outcome exactly wrong? [More...]

Tuesday - November 15, 2016
marketing-strategy
"Account-based marketing is all about targeting key accounts. It's a strategy for marketers to focus most of their efforts on key accounts," said Mike Telem, vice president of product marketing at Marketo. "In most B2B businesses, you have a small number of accounts that are the most valuable. So it makes perfect sense that focusing on those accounts provides a better return on investment." [More...]

Wednesday - November 9, 2016
cistomer-loyalty
I've been writing about customer loyalty a lot -- and not just to sell my book, though you can buy it any time you want. Seriously, though, markets everywhere are cooling. They once were ripe with new categories and products, but everybody now seems to have the new stuff, and growth is falling back to the baseline of organic growth. That's why loyalty is so important today. [More...]

Tuesday - November 8, 2016
Salesforce last week launched the Lightning Partner Community, which lets business customers extend sales features to channel partners. Lightning Partner Community gives channel partners a single place to identify opportunities, track progress and close deals. It includes the Lightning Partner Experience, Integrated CRM for Partners and Salesforce Einstein for Partner Community. [More...]

Thursday - November 3, 2016
cata-analytics
The latest CRM trends "are part of the whole movement toward digitization of the workforce," said AvePoint CEO TJ Jiang. "We see much more integration and automation in the CRM space. We've been working, for instance, to digitize a social welfare organization, where caseworkers will go in the field to service underprivileged children. ... Historically, it's all been paper-based." [More...]

Wednesday - November 2, 2016
microsoft-dynamics-365
Microsoft recently rebranded its business software offerings and the effect largely has been positive. Still, it must be emphasized that the cumulative effect of the deck chairs moved in performing the exercise remains to be seen. One of the effects is surely that all of the ERP and CRM solutions now are offered online, as the "Dynamics 365" moniker implies. [More...]

Tuesday - November 1, 2016
Enterprises have been warming to digital transformation, but it's crucial that they maintain a human element in their customer interactions, according to a study Verint published last week. Researchers surveyed more than 24,000 consumers and 1,000 businesses across 12 countries for the study. Organizations have to balance digital and human customer engagement to thrive and survive. [More...]

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Genesys OEC Video
How do you think the tech sector will do under the Trump administration?
Very well -- corporate tax cuts will stimulate growth.
Just OK -- there will be areas of both cooperation and dissent.
Poorly -- education and immigration policies will hurt tech.
Impossible to predict, but I'm optimistic.
Impossible to predict, but I'm pessimistic.
The tech sector will do well regardless of Trump's policies.