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Tuesday - August 9, 2016
After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service itself or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I wasn't eager to go back to a high-priced cable service either. [More...]

Thursday - August 4, 2016
We've seen a rapid progression from conventional licensed software to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. I am not a big fan of zero marginal cost economics, in which prices drop to zip because buyers take into account only the cost of the good and not the time, effort, and other resources that went into making it No. 1. [More...]

Tuesday - August 2, 2016
salesforce-quip-acquisition
Salesforce has agreed to acquire Quip, Quip CEO Bret Taylor and Head of Product Kevin Gibbs announced Monday. Quip lets users manage live documents throughout the collaboration process. The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet. [More...]

Friday - July 29, 2016
Dealing with customers in context can equate with personalization, as many define it. Or it can refer to enabling customers to jump out of a largely automated customer-facing process to deal with a company representative. Additionally, it can mean getting down in the weeds of some hyper-specific aspect of a customer's issue. A lot depends on what the vendor and customer are trying to accomplish. [More...]

Thursday - July 28, 2016
Oracle has inked an agreement to acquire NetSuite -- the company its former chief marketing officer, Zach Nelson, cofounded in 1998 -- for $9.3 billion. NetSuite offers various software packages as cloud-based services, including ERP, accounting, CRM and sales force automation. What's surprising about the deal is "why it took so long and why Oracle paid so much," said analyst Trip Chowdhry. [More...]

Wednesday - July 27, 2016
crm-sales-performance
It's important to recognize that "CRM is growing up," said Xactly CEO Christopher Cabrera. "It's becoming more useful to the CRM user, who is predominantly the sales rep or whoever is managing the customer relationship. The sales performance management, or SPM, space is on a collision course with CRM, because what CRM doesn't do is allow the reps that are using it to make sense of it all ... ." [More...]

Tuesday - July 26, 2016
gamification
When gamification was just starting to catch on several years ago, I recall sitting next to the CMO of my then-company at a Gartner conference session. The presenter walked the audience through the concept of using ideas borrowed from gaming as a motivational tool, and about two-thirds of the way through, the CMO turned to me and whispered, "This is the most ridiculous thing I've ever seen." [More...]

Friday - July 22, 2016
LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales Navigator with Gmail. The third is a new recommendation tab on the Sales Navigator mobile apps. [More...]

Wednesday - July 20, 2016
platform-application-cloud
The platform land rush is definitely on. You can't swing a dead cat, as the saying goes, without finding an announcement about some new platform or some established vendor's attempt to enhance its existing platform. Some sorting out seems to be in order. What's not a platform these days? Well, if it's easy to substitute the word "application" for "platform," then you should use "application." [More...]

Tuesday - July 19, 2016
crm-sales-buy-in
CRM often is described as a discipline and a technology that will transform the entire business. Sales and marketing can get on the same page, support will have visibility into what sales and marketing are doing, and every interaction can be captured and used to create a complete view of every customer. CRM has weak links, however -- and in many businesses, the weakest is the sales team. [More...]

Thursday - July 14, 2016
customer-loyalty
Lots of CRM vendors talk about personalization, but their idea of how to do it leaves much to be desired. They address personalization very late, using a just-in-time approach to accessing customer data to support a sales or service encounter in the moment. This certainly is important, and it achieves the goal of personalizing the encounter by producing a catalog of data points. [More...]

Tuesday - July 12, 2016
crm-mobile-social-millennials
The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships with our customers. We're moving beyond a series of transactions to relationships." [More...]

Monday - July 11, 2016
Salesforce on Monday announced it had completed its $2.8 billion acquisition of e-commerce cloud software platform Demandware. The deal "gives Salesforce the e-commerce piece to compete against Oracle, which already has e-commerce capabilities, as well as SAP," said Rebecca Wettemann, VP of research at Nucleus Research. "It also gives Salesforce a cloud transactional platform for B2C purchases." [More...]

Thursday - July 7, 2016
In a bid to augment its cloud services business with more flexibility on pricing and customization, Microsoft has announced the launch of Microsoft Dynamics 365 and Microsoft AppSource, which will integrate its ERP and CRM solutions. The combined cloud offerings, which will become available this fall, will allow customers to choose purpose-built apps for a range of business management processes. [More...]

Wednesday - July 6, 2016
This summer has started out to be anything but a somnolent day at the beach. The Brexit vote for the UK to leave the EU is enough to disturb your slumber. To be frank, it appears we are at one of those major historical transition points that might happen a few times in any of our lives. Without stirring up a hornet's nest, I would like to discuss CRM in all of this. [More...]

Wednesday - June 29, 2016
customer-loyalty
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping. [More...]

Tuesday - June 28, 2016
salesforce-vp-lynne-zaledonis-exclusive-interview
Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer, companies need to understand that the new cloud, mobile and social world we find ourselves in "has produced trillions of pieces of customer data, and it's totally changed how we engage with our customers, and how they engage with us," Zaledonis said. [More...]

Friday - June 24, 2016
social-networking
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever. [More...]

Wednesday - June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal. [More...]

Monday - June 20, 2016
oracle-cx-evangelist-des-cahill-exclusive-interview
Oracle Vice President Des Cahill is the company's head CX evangelist. An expert in B2B software and marketing, Cahill has spent most of his career in Silicon Valley, helping companies develop, refine and tell their stories. One of the main CRM challenges businesses face today is adjusting to the era of the empowered consumer, suggested Cahill. [More...]

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