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Friday - July 14, 2017
electronic-payments
As many as 80 percent of U.S. residents support frictionless payment methods and technologies, suggests a survey of 1,000 consumers Viewpost published this week. Among its other findings: Nearly 51 percent of survey participants were paid electronically through direct deposit, and 83 percent of respondents believed paper checks would be eliminated completely within the next 20 years. [More...]

Wednesday - July 12, 2017
personalized-customer-self-service
"When you provide service, it can be either completely general, or contextual -- which means it's different for different demographics," said Nanorep CTO Amit Ben. "Personalized service means that you get to the most fine-grained resolution possible. It's self-service that can be catered and adjusted dynamically to each person experiencing that service." [More...]

Tuesday - July 11, 2017
Salesforce had a strong showing at its TrailheaDX developer conference, roughly quadrupling last year's attendance and flooding its developers with new technology. Over the last few years, the company has built out a multidimensional matrix of product offerings that include CRM components like SFA and customer service, but it has been careful to introduce back-end technology products as well. [More...]

Monday - July 10, 2017
customer-loyalty
Membership in loyalty programs grew at 15 percent this year to total 3.8 billion, according to the recently published 2017 Colloquy Loyalty Census Report. The growth rate recorded in the 2015 loyalty census, when membership stood at 3.3 billion, was 26 percent. Growth has slowed because the United States is a maturing market, said Melissa Fruend, author of the report. [More...]

Thursday - July 6, 2017
customer-loyalty
Eighty percent of participants in a recent Capgemini survey said they would pay more for a better customer experience, and 9 percent were willing to pay up to 50 percent more. Researchers polled 3,300 customers of 125 companies in the utilities, consumer products, retail, retail banking, and Internet-based services sectors. Among the respondents were 450 senior executives from 150 companies. [More...]

Friday - June 30, 2017
as a service
So much is happening as we approach the end of Q2 -- our industry's busiest quarter, at least by some measures. I'm flying around seeing things but not always able to comment from a middle seat on a red-eye. So this piece is an attempt to catch up and set some markers for the traditionally slower summer. I've been searching for a word to describe a new category I see: Service as a Service. [More...]

Wednesday - June 28, 2017
SugarCRM has launched Hint, the first in its new line of relationship intelligence products. Hint users can enter a few contact details about a person with whom they want to connect, and Hint automatically will search social sources on the Web for information. That data, along with other details from a company's internal files, will be served up to the user in a side-panel view. [More...]

Monday - June 26, 2017
FinancialForce held its first big time user conference in Las Vegas last week, headlined by new CEO Tod Nielsen. The company seems to be telling us that it is adjusting course in an effort to create a new category aligned with enterprise resource planning, but very much for this century. The key concept is services, which must be explained. [More...]

Thursday - June 22, 2017
digital-river-adobe-cloud-commerce
Digital River has expanded its ties with Adobe Experience Manager to offer an end-to-end cloud commerce solution targeting the high-tech industry. The new solution, which is based on a 2015 agreement to integrate Digital River's cloud-based Global Commerce Platform with Adobe Experience Manager, offers brands a fresh approach for bolstering their direct channel strategy and competitive position. [More...]

Wednesday - June 21, 2017
Hootsuite on Monday launched Amplify for Selling, a mobile-first solution that helps sales teams succeed on social by generating leads and fostering revenue-driving relationships. The new tool is an extension of Hootsuite's Amplify employee advocacy product, which is focused on the business-to-business market. Amplify for Selling integrates with Salesforce and Microsoft Dynamics CRM. [More...]

Tuesday - June 20, 2017
marketing-strategy
A good motto for modern marketing would be, "When in doubt, check the data." Perhaps an even better one would be, "When not in doubt, check the data to see if you should be." There's never been a time when we've had such an ability to compile, collate, analyze and understand marketing data. It's not possible to get by on intuition -- even if it's rooted in deep experience and personal knowledge. [More...]

Thursday - June 15, 2017
crm-customer-interactions-sales
"There are groups within companies that don't want to interact with a full-blown CRM application," said Swiftpage CEO John Oechsle. "They want to access it based on the functions they want it to perform. These small purpose-built apps are going to continue to evolve. Also, people want to interact with software using voice ... . They don't want to sit there and type." [More...]

Tuesday - June 13, 2017
sales-acceleration
More than 80 percent of high-growth sales organizations use five or more sales technologies, suggests a recent online survey of 400 companies. Velocify and the American Association of Inside Sales Professionals partnered on the research and released their findings on Tuesday. The average number of sales technologies in use was 10, based on the participants' reports. [More...]

Monday - June 12, 2017
For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in interesting ways. There are product lines for the enterprise, small and mid-sized businesses, business-to-business firms and business-to-consumer operations -- and probably some others that I haven't considered. The rationale for all of these new products is simple. [More...]

Friday - June 9, 2017
logmein
LogMeIn on Thursday unveiled Bold360, a customer engagement platform that evolved from Boldchat -- the live website chat software it acquired five years ago. Bold360 has an intuitive interface that consolidates data from different systems to present a unified view of all customer interactions. Among its features are easy integration of Salesforce and Zendesk data; and omnichannel support. [More...]

Thursday - June 8, 2017
Pegasystems has deepened its 7-year-old relationship with Amazon AWS, and also has teamed up with Microsoft Azure, company officials told Pegaworld attendees on Tuesday. The deals are part of a series of planned partnerships aimed at giving Pega's clients choice in their cloud environment and avoiding lock-in. Pega last month inked an agreement to deliver Pega software on Pivotal Cloud Foundry. [More...]

Tuesday - June 6, 2017
subscription-economy
While sitting in the audience at Zuora's recent Subscribed event, I couldn't help contemplate the meaning and progress of what was once a set of words that didn't roll off the tongue. I am talking about the "subscription economy" -- and it's really something. The data coming in from a variety of sources shows how rapidly subscriptions have become a big part of our lives, and why not? [More...]

Monday - June 5, 2017
commissions-management
Ask salespeople and they'll tell you: They don't have enough time in the day to sell. That's not because the laws of physics cause salespeople to move through time faster than the rest of us -- it's because salespeople are pulled in many directions over the course of a day, cutting into their selling time. Actual selling takes up just 36 percent of the average salesperson's time. [More...]

Friday - June 2, 2017
subscription-model
"We think of 'subscription' broadly," said Matt Darrow, VP and general manager of product at Zuora. "It's when companies do business with customers with whom they have a known relationship, and those relationships are sticky. The subscription model is great for engagement because companies know that in order to be successful they need to deliver ongoing services that keep providing value." [More...]

Thursday - June 1, 2017
salesforce-partner-relationship-management-app
Salesforce on Wednesday announced the Sales Cloud Lightning Partner Relationship Management app as a replacement for partner portals and electronic data interchanges that lack modern features such as built-in mobile, social analytics and AI capabilities. The PRM app has an interactive Guided Setup Wizard that lets channel managers configure, customize and deploy the app in days. [More...]

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