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Denis Pombriant
A New Service Model
07/19/17 12:59 PM PT | CRM Buyer | 792 Words

People concerned about automation killing jobs might look at Helpshift's strategy and similar automation approaches. By enabling businesses to build help...

Denis Pombriant
Trailhead Matrix
07/11/17 3:17 PM PT | CRM Buyer | 849 Words

Salesforce finished up the second quarter with a strong showing at its developer conference in San Francisco, TrailheaDX, roughly quadrupling last...

Denis Pombriant
Naming the Ephemeral
06/30/17 12:32 PM PT | CRM Buyer | 1114 Words

So much is happening as we approach the end of Q2 -- our industry's busiest quarter, at least by some measures....

Denis Pombriant
Where FinancialForce Fits
06/26/17 4:15 PM PT | CRM Buyer | 864 Words

FinancialForce held its first big time user conference in Las Vegas last week, headlined by new CEO Tod Nielsen. The company...

Denis Pombriant
Salesforce Parallelism
06/12/17 3:32 PM PT | CRM Buyer | 914 Words

For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in...

Denis Pombriant
The [xxx] Economy
06/06/17 2:54 PM PT | CRM Buyer | 824 Words

While sitting in the audience at Zuora's Subscribed event for customers and partners in San Francisco this week, I couldn't help...

Denis Pombriant
The Subscription Economy's Maturation
05/31/17 4:19 PM PT | CRM Buyer | 889 Words

A lot happens in a decade. Bill Gates once said that we overestimate what we can do in two years and...

Denis Pombriant
Building a Sales Team by the Numbers
05/30/17 4:48 PM PT | CRM Buyer | 847 Words

I don't know why more subscription vendors don't do this. Subscription companies collect mountains of data from their customers, and analyzing...

Denis Pombriant
Helpshift Integrates With Salesforce
05/25/17 1:48 PM PT | CRM Buyer | 632 Words

Mobile technology has delivered a lot of useful functionality that enables vendors and their customers to be on the same page...

Denis Pombriant
E-Commerce Gets the Einstein Treatment
05/17/17 3:19 PM PT | CRM Buyer | 704 Words

E-commerce brings together several themes that relate to our current fascination with artificial intelligence , machine learning (ML), bots, mobile technology...

Denis Pombriant
Big Accounting Deal
05/10/17 11:20 AM PT | CRM Buyer | 881 Words

CFOs have a new 800-pound gorilla sitting in the corner, as if they needed another one. Actually, the really lucky ones...

Denis Pombriant
Ecosystem Two-Dot-Oh
05/04/17 3:44 PM PT | CRM Buyer | 805 Words

Salesforce this week announced significant enhancements to its AppExchange Partner Program, including a US$100 million Salesforce Platform Fund to encourage developers...

Denis Pombriant
Reasoning in CRM
05/01/17 4:34 PM PT | CRM Buyer | 959 Words

It gives some measure of the importance we give to AI that I went to two conferences last week and sat...

Denis Pombriant
Then and Now
04/26/17 11:15 AM PT | CRM Buyer | 496 Words

A few years ago, when Oracle was busy buying companies to fill out its front-office cloud offering, RightNow Technologies developed a...

Richard Adhikari
LogMeIn Makes Bold360 Entrance at CRM Party
06/09/17 1:34 PM PT | CRM Buyer | 640 Words

"It's important to keep up, and by making this announcement, LogMeIn's showing that they belong in the peloton," remarked Denis Pombriant, principal at Beagle Research.

Bold360's strength lies in its interface and ease of use, Constellation's Wang observed. Also, LogMeIn "has...

Richard Adhikari
Veeva Offers Cross-Stack Customer Insights
05/12/17 9:32 AM PT | CRM Buyer | 630 Words

"Veeva offers CRM for the pharmaceutical industry, which is highly regulated," noted Denis Pombriant, principal at Beagle Research.

"You have to keep meticulous records," he told CRM Buyer.

"The analytic part of it makes perfect sense to me, since the...

Denis Pombriant
Beginning of a Paradigm
09/04/14 8:40 PM PT | CRM Buyer | 927 Words

I've been following the wearables space with great interest over the last year, from the first steps of products like Fitbit...

Denis Pombriant
Customer Experience Guru Joe Pine: Authenticity Is the New Quality
01/09/08 4:00 AM PT | CRM Buyer | 2044 Words

Denis Pombriant: You and your writing partner James Gilmore have been responsible for introducing some important ideas into the business world, like mass customization and the experience economy. How do you come up with ideas like that?

Joe Pine: Basically, we...

Denis Pombriant
'Well, I Am a Systems Guy'
12/15/10 5:00 AM PT | CRM Buyer | 909 Words

Denis Pombriant interviewed by John Taschek at Dreamforce.

Of Clouds and Forces
Nonetheless, if you look at the now eight clouds you are likely to miss -- or underestimate --...

Denis Pombriant
The On-Demand Call Center
08/30/06 4:00 AM PT | CRM Buyer | 1060 Words

Listen to Denis Pombriant (6:30 minutes)
Having the technology and the business model was not enough, however, especially in this market, because once a company made the big call center investment, it had to make the investment work out -- and...

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