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Friday - May 12, 2017
Veeva Systems earlier this week announced Veeva CRM MyInsights, a new cloud-based data visualization capability producing tailored insights within Veeva CRM. MyInsights lets users of tablets or other mobile devices access, analyze and visualize information in real time. It includes fixed reporting for sales and activity data and a new, customizable HTML5/JavaScript framework. [More...]

Wednesday - May 10, 2017
CFOs have a new 800-pound gorilla sitting in the corner, as if they needed another one. Actually, the really lucky ones who oversee operations in Europe and the U.S. will have two. ASC 606 and IFRS 15 are new accounting rules that describe in great detail how subscription vendors should recognize revenue beginning in December 2018, and we should all care about them. [More...]

Tuesday - May 9, 2017
crm
"CRM was originally created for the managers and bosses to report on the pipeline, and it was sold as a value proposition to the manager," noted Nutshell CTO Andy Fowler. "What's changing now is that CRM is becoming much more about supporting the rep -- giving them the tools they need to improve their performance. It's no longer just a tool for the boss to check in on the salespeople." [More...]

Thursday - May 4, 2017
Salesforce this week announced significant enhancements to its AppExchange Partner Program, including a $100 million Salesforce Platform Fund to encourage developers of AI-driven solutions. Salesforce arguably was the first kid on the block with a partner program of this kind in which buyers could access a large community of apps based on a single standard from a single store. [More...]

Thursday - May 4, 2017
Salesforce on Tuesday launched the AppExchange Partner Program, or APP, for developers, independent software vendors and startups, as a replacement for its current ISV Partner Program. The APP will cost much less. Its baseline percent-net-revenue model for all new APP partners has been slashed from 25 percent to 15 percent. Current partners will be eligible for the new PNR terms on contract renewal. [More...]

Wednesday - May 3, 2017
united-airlines-customer-service
United Airlines CEO Oscar Munoz on Tuesday apologized to the United States Congress for his company causing a passenger to be dragged off a UA flight last month. United failed its customers and failed as a company in that incident, and this has to be a turning point for the airline, Munoz told the U.S. House of Representatives Transportation Committee at a hearing into airline industry practices. [More...]

Monday - May 1, 2017
artificial-intelligence
It gives some measure of the importance we give to AI that I went to two conferences last week and sat through two panel sessions on the subject. At CRM Evolution, I was part of the discussion in a breakfast session. At the Oracle CX show, executives involved in the adaptive intelligent applications product line tried to define the basics in a session for analysts and reporters. [More...]

Saturday - April 29, 2017
Cloud marketing automation firm Zeta Global on Thursday announced that it has raised $140 million in its largest ever round of financing. Former Apple CEO John Sculley and David Steinberg cofounded the company in 2007. GPI Capital led the Series F financing, which includes $115 million in equity and $25 million in debt. Zeta will use the funds to advance its growth plan through strategic acquisitions. [More...]

INSIGHTS
Then and Now
Wednesday - April 26, 2017
customer-experience
A few years ago, when Oracle was busy buying companies to fill out its front-office cloud offering, RightNow developed a "day in the life" video that has stuck with me. It was shown at RightNow's last user meeting as an independent company. In fact, at the conference where it debuted, Oracle announced its acquisition of RightNow. The video's importance was as a harbinger of things to come. [More...]

Tuesday - April 25, 2017
salesforce-quintilesims-health-data
Salesforce has entered an alliance with QuintilesIMS aimed at helping life sciences companies move treatments from clinical phases to commercial applications more effectively. QuintilesIMS, formed last year through the merger of healthcare data provider IMS Health and medical research firm Quintiles Transnational, is one of the world's largest integrated healthcare services companies. [More...]

Friday - April 21, 2017
Healthgrades, an online resource to provide consumers with information about physicians and hospitals, on Wednesday launched CareChats, a tool that allows encrypted text and email conversations between patients and their healthcare providers. Developed in partnership with Conversa, CareChats enables doctors and hospitals to communicate with patients outside of visits. [More...]

Wednesday - April 19, 2017
marketing-sales-leads
More than a quarter of marketers went into marketing because they wanted to be creative, researchers have found. So why do so many B2B marketing efforts seem exactly the same? The reason, in part, is that some things work well. In nature, convergent evolution leads different kinds of organisms to similar solutions when they work. The number of strategies that will lead to success is limited. [More...]

Monday - April 17, 2017
cpq-systems
They say it can take a product idea 10 years to go from concept to mass-market appeal but that might be only an optimist's viewpoint. Some of the best ideas in CRM right now have been marinating for at least that long -- and some for much longer. Two great examples are analytics and CPQ, which companies like Oracle, Salesforce and others have embraced with passion. [More...]

Wednesday - April 12, 2017
b2b-customer-relationships
"If there's anything true about B2B service, you have to do it in the context of the customers themselves in order to be successful. That's our philosophy," said CloudCraze EVP Andrew Witherspoon. "What is the purpose of CRM and marketing? It's to reach out, find and engage prospects, and to move them through a buying cycle. All those capabilities are on a CRM platform. [More...]

Tuesday - April 11, 2017
united-airlines-forcible-passenger-removal
United Airlines' self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to make the rounds on social media. The passenger had refused to comply after being told he'd been bumped off the Sunday flight. The incident sparked international outrage, including calls for a boycott of the airline and for CEO Oscar Munoz to step down. [More...]

Monday - April 10, 2017
oracle-headquarters
Watching Oracle's cloud strategy roll out has given me renewed respect for its approach to the market. As a company that has been public for a long stretch of time, Oracle has displayed all the warmth of an anaconda. I have friends there, and they are not anacondas, but I hope they know what I mean. Oracle knows its business and it's making money, and it does it unabashedly. [More...]

Thursday - April 6, 2017
SugarCRM has announced the latest version of its app for iOS and Android, Sugar Mobile 5.0. It includes a redesigned user experience based on customer feedback; support for Apple's Touch ID; a new Sugar MACS service that lets users customize login, splash and loading screens to support their organization's branding, look and feel without coding; and enterprise mobile management support. [More...]

Tuesday - April 4, 2017
artificial-intelligence
Most people think they know what the term "artificial intelligence" means, based on the results of a survey Pegasystems released Tuesday. However, their responses suggested that they probably don't fully understand how it's being used today, including in the customer service realm. Researchers polled 6,000 adult consumers in the United States, the UK, the Netherlands, France and Germany. [More...]

Monday - April 3, 2017
net-neutrality
When one side or the other in a political debate refused to accept a decision, it used to be simply annoying, but lately it has become dangerous to business and to the economy. The current administration's wants "to jettison the Obama administration's net neutrality rules, which were intended to safeguard free expression online," Steve Lohrmarch wrote last week. [More...]

Friday - March 31, 2017
salesforce-financial-services-cloud-einstein
Salesforce this week announced Financial Services Cloud Einstein, an AI-based CRM tool for financial advisors. It gives users a holistic view of each client's household and wealth ecosystem and lets them leverage Salesforce's AI technology to seek out new business opportunities. Einstein Opportunity tracks clients' sentiments, competitor mentions, and overall engagement. [More...]

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What do you think of today's voice recognition technology?
It's great -- the tech has improved vastly in recent years.
It's the wave of the future, but quality is still hit or miss.
I like it for texting, especially when I'm driving.
I only use it when I have to, like with IVR systems.
I avoid using it, because most voice systems are still terrible.
It's an unnecessary frill that I can easily live without.