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Friday - January 13, 2017
top-20-crm-blogs-2016
In a year when it seemed that CRM continued to blur into other technologies -- AI, the IoT, analytics, predictive tools -- there was no shortage of things to blog about. However, only a few bloggers really captured what was going on in CRM in 2016 and reflected the evolution of the technology in their own unique ways. Doing that is a great way to land on our list of the 20 Best CRM Blogs. [More...]

Wednesday - January 11, 2017
oracle-cloud-strategy
Oracle recently held a call for analysts to discuss its results for the last quarter, and there were multiple bright spots. It was much like a similar call 90 days previous, and together the calls drove home the conclusion that Oracle is turning into a cloud company. A casual observer might not be convinced, since the macro numbers show a company barely growing. [More...]

Tuesday - January 10, 2017
customer-crm
Twenty years ago, CRM "was more of an inside-out technology," recalled Sandeep Kadam, director of CRM at Eagle Creek Software Services. "It was about making sales calls more efficient, and giving salespeople all the tools they needed so they could achieve their numbers. From there it has become more of an outside-in technology, where the customer is impacting how CRM is going to evolve." [More...]

Monday - January 9, 2017
Cloud-based ERP firm FinancialForce has named a new CEO, Tod Nielsen, who previously served as EVP of platform at Salesforce. Nielsen takes the helm from FinancialForce founder Jeremy Roche, who remains a major shareholder in the company. He will stay on as special advisor to the management team and work with FinancialForce investor Unit4 in an executive position. Roche's home base is in the UK. [More...]

Wednesday - January 4, 2017
customer-service-agents
It's widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent with harder problems to solve. Those channels are here to stay, because when they work well, they solve problems for pennies. It can cost many dollars to resolve an issue through the efforts of conventional agents. So there's a decided bias for self-service. [More...]

Tuesday - January 3, 2017
sales-marketing-customer-success
"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing programs, and stuff comes out the other end. What the account-based world is all about is that you have a list of names, but you don't wait around to see if those big fish swim into your net. Instead, you go fishing with spears." [More...]

Monday - December 19, 2016
data-analytics
"One of the interesting things about CRM and marketing automation is that most of these systems have poor data quality," said Radius CEO Darian Shirazi. "Typically, customers buy data lists or get inbound leads, and the information associated with those accounts, opportunities and leads ends up decaying quickly and being inaccurate. The problem is keeping that information up-to-date." [More...]

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...]

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