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Wednesday - June 3, 2015
Zuora two weeks ago announced its first acquisition, Frontleaf, and a new product, Z-Insights. This marks an important moment for both Zuora and what it has called the "subscription economy." The subscription economy has spawned a culture in which people have been conditioned to expect subscription-like performance from all their vendors -- even the conventional ones. [More...]

Tuesday - June 2, 2015
"Customer first" is the motto businesses live by -- or should -- but that doesn't seem to resonate with companies providing pay-TV or Internet-access services, based on ACSI data gathered in Q1 of 2015. Customer satisfaction with information services fell to 68.8 percent, the lowest level in seven years. Subscription-TV services and ISPs are at the bottom of the 43 industries covered by the index. [More...]

Monday - June 1, 2015
In sales, we know customer retention is critical for success in the subscription economy. For many tech companies in the SaaS space, it takes three years to break even. In insurance, which has toiled in the subscription economy for more than a century, the average break-even time is an incredible seven years. Because of that, sales compensation is starting to change. [More...]

Thursday - May 28, 2015
Salesforce on Thursday launched Wave for Big Data, a tool that will help marketers and salespeople leverage customer data in the Salesforce Analytics Cloud. Powered by the Wave platform, the Analytics Cloud will let business executives discover correlations and patterns across any combination of transactional data, as well as unstructured or semistructured big data sets. [More...]

Wednesday - May 27, 2015
There is no better company to look at to get a sense of the future of technology in business and society than Zuora. This might surprise many people, because companies like Oracle, Microsoft and Salesforce might come to mind more readily. To one degree or another, those companies feature their products and services, which are very important, but Zuora talks about business models. [More...]

Tuesday - May 26, 2015
The mobile advertising race is on. Google has to scramble to stay ahead in the volatile mobile ads market, because it has been losing ground to Facebook, suggested Pace University marketing professor Larry Chiagouris. Google is "valued at a high multiple, based on its current market share, and cannot afford to give away any market share," he noted. [More...]

Thursday - May 21, 2015
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps. Personally, I think that's a bit overstated -- or rather, a mischaracterization of an ongoing trend. [More...]

Wednesday - May 20, 2015
It is subtle, but in the spring conferences I see a pattern emerging around the importance of process. Admittedly, my analysis in this case is less than scientific, and I have no statistics to support my idea, but I my instinct says a trend toward process is beginning. Two conferences that support my contention include Xactly and Zuora, both of which are taking place this week in San Francisco. [More...]

Tuesday - May 19, 2015
Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.com's remote video support service, Nexus SuppportCam. [More...]

Monday - May 18, 2015
There's a lot of devalued sales jargon out there, but the phrase that makes me wince the most is "sales enablement." First, it's misleading -- there are lots of things that equip sales people to close deals, but when people say "sales enablement" they usually mean content, portals, playbooks and on-boarding. That only "enables" part of the sale. Second, most companies are abysmal at managing it. [More...]

Wednesday - May 13, 2015
salesforce-sage
Sage and Salesforce put on a lovefest on Tuesday to announce their partnership, in which Sage has developed Sage Life, a product to enable small companies to connect their customer, accounting, payroll and finance data into one system, accessible from any device, anywhere. It's unclear whether the customer data is held in Salesforce's traditional CRM or if it refers more broadly to ERP data. [More...]

Monday - May 11, 2015
I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was "the Year of the Customer Journey!" Really? This year? What about the many years before this? [More...]

Friday - May 8, 2015
The blogosphere lit up last week after rumors surfaced that Salesforce was working with unnamed bankers on a possible merger. It seemed Salesforce was in play, and my colleagues and I went into overdrive speculating about who the suitor might be, what the striking price would be, and whether it was a good idea to do the deal. Of course, as a public company, Salesforce in theory could be bought. [More...]

Thursday - May 7, 2015
Company executives -- especially customer service leaders -- will tell you that the customer is the most important person on the planet and that the company is focused on making the customer happy with a laser-like intensity. Take a look at a typical mission statement -- it's all about the customer. Yet many customers would rather have a root canal than contact a company for support. [More...]

Wednesday - May 6, 2015
salesforce-com-ceo-marc-benioff-microsoft-oracle-acquisition-rumors
Rumors about Salesforce.com being courted by Microsoft and Oracle have been swirling about Wall Street and Silicon Valley. However, it's not clear how much substance there is to the speculation. It's also far from clear that CEO Marc Benioff is inclined to entertain any type of acquisition offer, as he may not yet be ready to put a punctuation mark on his success story. [More...]

Tuesday - May 5, 2015
Bill Clinton won the presidency with the mantra, "It's the economy, stupid," and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there's no telling what you can figure out. Such is the case with the tired phrase "customer experience." [More...]

Thursday - April 30, 2015
I recently praised Salesforce for having the smarts to not get into enterprise resource planning several years ago. It was a good decision, I thought, because there was no upside for them to invade such a well-established market -- better for them to focus on a blue ocean strategy in which they went after new applications. I think the market's evolution has proven the wisdom of that approach. [More...]

Wednesday - April 29, 2015
Customers are changing the rules of business. They are well informed and well connected, and they have high expectations. Business success in the digital world depends on individuals who make recommendations based on their personal experience. These customers expect a seamless and consistent experience, regardless of which device they are using. They demand intelligent digital interactions. [More...]

Tuesday - April 28, 2015
Marketing continues to heat up as the next big thing in CRM. It's so big that I can see it splintering in multiple ways to accommodate all the permutations that are suddenly possible, thanks to big data, analytics, and a determination to get beyond using marketing technology as a glorified accounting system designed to limit "losses" due to marketing. You can't win by limiting your losses. [More...]

Friday - April 24, 2015
In our high-powered, win-at-all-costs business environment, the word "empathy" often evokes derision and scorn. Who has time to be a squishy, touchy-feely wimp overflowing with empathy? We're all busy closing deals and kicking butt! Kicking, closing, etc., is great and all -- but empathy has genuine business value. Don't forget that CRM has "relationship" right in the middle of it. [More...]

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