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CRMBuyer.com
Friday - April 15, 2016
Shopify on Wednesday announced that it has agreed to purchase Kit CRM, whose Kit chatbot automatically sends out marketing text messages for online stores. It also lets businesses run targeted ads on Facebook and Instagram, make recommendations based on store activities, post on social media and use functionality provided by other social media apps, Shopify CMO Craig Miller said. [More...]

INSIGHTS
Fake Loyalty
Wednesday - April 13, 2016
customer-loyalty
There's an interesting connection between customer relationships in subscription businesses and loyalty, Zuora CEO Tien Tzuo wrote recently. His article had particular resonance for me, since I just wrote a book about customer loyalty myself. My research is full of old-style approaches to customer loyalty that aren't really about loyalty so much as they are about, shall we say, customer coercion. [More...]

Tuesday - April 12, 2016
Marketing will shape the customer experience by 2020, based on a recent Marketo study of nearly 500 chief marketing officers and senior marketing executives worldwide. The Economist Intelligence Unit conducted the research on behalf of Marketo. Eighty-percent of the respondents believed their departments would exercise significant influence over business strategy by 2020. [More...]

Thursday - April 7, 2016
MetaMind, a startup focused on deep learning, this week announced that it has been acquired by Salesforce. The company's expertise is in natural language processing -- letting computers analyze relationships between words. "We'll be able to offer customers real AI solutions with breakthrough capabilities that further automate and personalize customer support," MetaMind CEO Richard Socher said. [More...]

Wednesday - April 6, 2016
crm-call-center-hold-music
Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors. ConsumerAffairs.com is the brainchild of James R. Hood, a former Washington, D.C., journalist. [More...]

Tuesday - April 5, 2016
customer-retention
Despite the numbers that show how lucrative retention is in an increasingly subscription-driven economy, the emphasis has been on new customer acquisition. That is still true, according to a recent study. Forty-two percent of the firms surveyed said they were increasing their budgets for customer acquisition, while only 33 percent said the budget for retention would increase. [More...]

Friday - April 1, 2016
ibm-bluewolf-salesforce-systems-integrator
IBM on Thursday announced that it has agreed to buy Bluewolf, a Salesforce system integrator. It reportedly will pay $200 million. Bluewolf will provide cloud consulting and implementation capabilities as part of IBM Global Business Services' Interactive Experience practice. The aim is to deliver differentiated, cloud-based, consumer-grade experiences, IBM said. [More...]

Thursday - March 31, 2016
cpq-configuration-price-quote
Virtually every CPQ -- configuration, price and quote -- software vendor on the planet has a credible solution for the processes from which the category gets its name. That's the good news. Unfortunately, the world has moved on. Most CPQ is effective for helping promote transactions, especially the sales transaction, in which a buyer or buying entity makes a one-time purchase of a bill of goods. [More...]

Wednesday - March 30, 2016
Companies have shifted their analytics efforts from consumer-focused processes to operations, according to the results of a survey released last week by Capgemini. Seventy percent of 600 executives said they focused more on operational analysis, and more than 80 percent said analytics in operations plays a pivotal role in driving profits or creating competitive advantage, according to the survey. [More...]

Thursday - March 24, 2016
commoditization
For more than 50 years, the IT industry has followed a well-known script associated with emerging and evolving paradigms: First a product or category is introduced, then it gains wide acceptance (or dies on the vine), followed by a long period when vendors and customers seek out more efficient ways to produce the thing. Ultimately, the category becomes so important that all must have it. [More...]

Wednesday - March 23, 2016
IBM last week announced its acquisition of Optevia, a Software as a Service systems integrator specializing in Microsoft Dynamics CRM solutions. It will become part of IBM Global Business Services. Optevia specializes in the public sector market in the UK, where it is based. Its focus is on emergency services, central and local government, health authorities, and housing and social enterprises. [More...]

Thursday - March 17, 2016
future-jobs-automation
Periodically, a blatantly silly idea gains currency, spreading throughout society, and it has one of two effects: Either it scares the heck out of people, or they become enraptured with its seeming plausibility. Last week, The New York Times published a piece set as a dialog between two economics writers, titled, "A Future Without Jobs?" I thought it fell into the silly category. [More...]

Wednesday - March 16, 2016
health-insurance-crm
IDC Health Insights on Monday outlined best practices for customer engagement strategies to help health insurance companies adopt a semiretail approach to interacting with members or patients. Health insurers need an integrated customer engagement strategy enabling automated interactions, shared communications, and appropriate transaction and information transparency, IDC said. [More...]

Thursday - March 10, 2016
LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelligence to help agents make better customer service decisions, according to the company. [More...]

Wednesday - March 9, 2016
politics-crm-customer
This is delicate and I will be scrupulously neutral in these paragraphs so as to offend no one, but I thought it would be fun to attempt an interpretation of the current political climate from the perspective and sensibilities of CRM. It will be different from any other analysis you might have come across because I do not wish to discuss candidates. I am all about the customer. [More...]

Monday - March 7, 2016
customers-millennials
I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millennials and so on. The assumption is that everyone born during an arbitrarily selected time period shares certain traits. It also results in people projecting ideas -- often romantic ones -- onto huge groups of people. [More...]

Friday - March 4, 2016
apple-customer-service-support-twitter
Apple on Thursday launched a Twitter channel to field support questions from users of its products, as well as to offer them tricks and tips. By Friday, the @AppleSupport account had 134,000 followers and had sent more than 3,000 tweets. Some of the tweets came from customers whose tech issues had been resolved. "I'm 99% sure my #iphone6s was just fixed from the cloud," Kate Cleveland wrote. [More...]

Wednesday - March 2, 2016
salesforce-health-cloud
Salesforce is opening a can of snakes with its new Health Cloud, which became generally available this week. Having worked in the healthcare software industry for many years in the last century, I have mixed feelings about the announcement. While I'm relieved that an innovative company is taking on healthcare software at last, part of me thinks it could be a long and expensive slog. [More...]

Friday - February 26, 2016
Salesforce shares held strong on Friday, following Thursday's spike on the company's release of a fiscal fourth-quarter earnings report that beat Wall Street estimates and raised revenue guidance for 2017. The stock finished up 11 percent Thursday, at $69.42, and held the gains on Friday, closing at $69.11. Fourth-quarter revenue was $1.81 billion, an increase of 25 percent from a year ago. [More...]

Wednesday - February 24, 2016
customers-sales
One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber. It's a bias in part because CRM was invented by new companies for new companies. However, the "C" part, customer, involves more than simply acquiring new ones, especially for established companies. [More...]

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We need new laws to curb government spying.
It's dead -- Google, Facebook and others killed it.
Personalized advertising is the worst -- it's creepy.
It's achievable through encryption and other tech.
It's an overblown issue -- I have nothing to hide.