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Customer Science
January 28, 2015
Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things I actually print, and I'm a writer! In a few weeks I'll publish a book, Solve for the Customer, in paperback, and the two are related. I made a discovery while writing the book that fundamentally changes what I do for a living and the title I use, hence my need to reprint.
Engage.cx Makes Customers an Offer They Can't Lose
January 27, 2015
Engage.cx just secured $2.9 million in Series A financing. The round of participating investors is noteworthy, but for the CRM industry the real intrigue lays in Engage.cx's premise -- or rather, promise: how to present a unified cohesive customer service operationr, no matter which channel is used. Other vendors claim they can do this, but Engage.cx is taking a novel approach.
The Top 20 CRM Blogs of 2014, Part 2
January 20, 2015
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the list who have rediscovered their blogs and come roaring back.
What SMB CRM Shoppers Want
January 19, 2015
CRM is expected to grow at a steady pace, and CRM customers are sending some specific signals about the functionality they need. Thirty-seven percent of small-and-medium-sized businesses that participated in its annual survey want an integrated suite of multiple CRM applications, Software Advice reported last month. That's up from 7 percent in 2013.
Compensation Is the Window on Business
January 15, 2015
The continuing rollout of platform technology is bringing many applications together to support better business processes. Not long ago, it was nearly impossible for back-office people to know what the front office was doing. It was hard for marketing and sales to know how they were affecting each other. It's now easier for different areas of the business to understand operations as a whole.
CFPB Shifts Some Power to Mortgage Shoppers
January 13, 2015
The CFPB on Tuesday introduced Owning a Home, a set of online tools designed to make it easier for consumers to comparison shop for the best deal in mortgage financing. With one tool, users can plug in a credit score and ZIP code to get a sense of the current interest rates being offered within a particular area. There is also a guide that walks consumers through various loan options.
The Top 20 CRM Blogs of 2014, Part 1
January 12, 2015
The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Spotting them in the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, like becoming regular columnists in publications. However, there are a few things that identify the elite.
Better and Better
January 07, 2015
James Surowiecki, author of The Wisdom of Crowds and business and finance columnist for The New Yorker, published an article in the magazine's Nov. 10, 2014, issue entitled, "Better All The Time." The piece connects the importance of culture-wide continuous incremental improvement using data and analytics -- what the Japanese call kaizen -- to business and employees.
Retargeting May Work, but Pretargeting May Work Better
December 18, 2014
The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple marketing. So says a recent survey of marketers conducted by Adroll, which provides this type of ad technology. The company released the results this week.
Year-End Thoughts
December 11, 2014
We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress we made in the industry during the last 12 months, I'll take a broader view of the decade and a half, which might be more interesting. It certainly gives us a great perspective on how far we've come.
Online Reviews: Separating the Wheat From the Chaff
December 09, 2014
The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent survey. Forty-four percent of those polled said they had written reviews themselves. At the same time, many customers doubt the ratings reviewers give products. Perhaps that's because a number of people admitted to reviewing products they never used.
Sales and Marketing Aren't Aligned - but Their Problems Are
December 08, 2014
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you think about it. The two sides are confronting problems that parallel each other.
Customers Speak
December 03, 2014
Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite sharp discounting and stores opening on Thanksgiving. Another story shows how the Black Friday phenomenon is catching on in the UK. It looks like the mania is spreading even as it cools in the U.S.
Cyber Monday Reveals New Customer Spending Patterns
December 02, 2014
Despite a ho-hum level of sales volume over the past four days, online sales this Cyber Monday were up 8.7 percent over the same period in 2013 by late afternoon, according to the IBM Digital Analytics Benchmark. Continuing a trend that has been growing for the last few years, mobile sales accounted for 21.3 percent of all online sales on Cyber Monday, an increase of 29.3 percent year over year.
Salesforce Adds App Hub to Centralize Customer Service on Desk.com
November 25, 2014
Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing, telephony and text messaging. Partner apps available with Desk.com include Harvest, JIRA, MailChimp, Olark, Shopify, Twilio, Five9, NewVoiceMedia, OneReach, RingCentral and TalkDesk.
Is Your Mobile Campaign Working?
November 21, 2014
More and more marketers are eager to engage with consumers on the devices they use for just about everything these days -- from connecting with friends and colleagues to consuming and creating content, playing games and, of course, shopping. But are the billions of dollars now being invested in mobile advertising paying off? Brands need to understand which marketing approaches work best.
Platform Native
November 19, 2014
The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible.
The Terrifying Numbers Behind a Whopping Marketing Failure
November 17, 2014
There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner of the back of your mind. What's really distressing? Numbers. Numbers are really scary -- specifically, the numbers around things marketers know they should be doing but aren't.
Salesforce1 Lightning Connect Aims to End the Long CRM Integration Nightmare
November 13, 2014
Salesforce.com has unveiled Salesforce1 Lightning Connect, a new component for its Lightning Platform as a Service for mobile developers, which it introduced last month. Lightning Connect, which is available immediately, is an integration tool that moves data in real time from back-end legacy systems to the Salesforce.com mobile offering. Its purpose is to make the data migration easy for users.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
Webrooming Takes the Sting Out of Showrooming
November 07, 2014
Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise and then buying the same model online at a cheaper price. Now there's "webrooming" -- a new buzzword for a trend that's been gaining momentum. Webrooming is the consumer practice of using the Internet to research a purchase and then going to a physical store to buy it.
Cortana Goes to Work for Microsoft Dynamics CRM Users
November 05, 2014
Microsoft on Tuesday announced a slew of new features and functionality for Microsoft Dynamics CRM. One of the most striking is the addition of Cortana, Microsoft's intelligent personal assistant. The company also added the ability to create predefined and configurable processes using branching logic, near real-time calculations and roll-ups for business information, and client API enhancements.
Pegasystems Glides Through Social, Mobile Channels
November 03, 2014
Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing for CRM Solutions at Pega. The end goal was to assist users offering omnichannel customer service.
A Customer Experience Secret Weapon
October 31, 2014
There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to save money by making an internal process more productive or to increase the amount being sold to the customer usually impacts the customer experience for the worse. A notable exception is CPQ software.

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