Gartner Report: Critical Capabilities for Contact Center Infrastructure [Download Now]
Welcome Guest | Sign In
CRMBuyer.com
Germany Dope Slaps Facebook Over WhatsApp Data
September 28, 2016
Germany's data protection regulator on Tuesday ordered Facebook to stop collecting and storing data from WhatsApp users in the country. Facebook also must delete any data it already may have harvested from German WhatsApp users, according to Johannes Caspar, Hamburg Commissioner for Data Protection and Freedom of Information, who issued the order. Facebook purchased WhatsApp two years ago.
Bullhorn CMO Gordon Burnes: We're Going to Flip the CRM Paradigm
September 27, 2016
"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? When was it that the account manager last visited? That information just doesn't get into CRM.
Abuse of Trust, Lack of Transparency: HP Shows How to Kill the IoT
September 26, 2016
There's been a lot of virtual ink spilled about the glorious future promised by the Internet of Things: just-in-time service, data-assisted performance optimization for devices, automatic software upgrades, and a host of other hands-off solutions that make life easier for customers and results better for businesses. Over the last 18 months, many have come to see the IoT as an inevitability.
Hack of Half a Billion Records Takes Shine Off Yahoo's Data Trove
September 23, 2016
Yahoo on Thursday disclosed that a data breach in late 2014 resulted in the theft of information from at least 500 million customer accounts. It appears that state-sponsored hackers carried out the attack, the company said. Account information compromised includes names, email addresses, telephone numbers, dates of birth, hashed passwords, and security questions and answers.
Sales Tech's Forgotten Byproduct: Employee Happiness
September 13, 2016
Why do companies invest in CRM, sales performance management software, business intelligence, and every other component of the customer-facing technology stack? The obvious response is ROI. CRM paid back $8.71 for every dollar invested in it, Nucleus Research reported way back in 2014. Business analytics applications were delivering $13.01 in value for every buck spent on them.
Gryphon SVP Eric Esfahanian: Accuracy Is Paramount
September 8, 2016
It's surprising how much inaccurate data lives in many CRM systems, observed Eric Esfahanian, SVP of Gryphon Networks. "CRM is naturally a good source for analytics and sales intelligence if the data that lives within your CRM is automated, accurate, and something that you can reliably make decisions from," he said, and the key to accuracy is automation.
Harlequin Romances Customers
September 6, 2016
I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ideas that work really well, including emphasizing a consciousness of customer loyalty, keeping things simple, and focusing on personalizing relationships and engagement. Consciousness is relatively easy, but someone high on the org chart has to promote it.
Apple Buys Healthcare 'Magic Machine'
August 24, 2016
Apple has purchased medical records startup Gliimpse in order to broaden its presence in the personal healthcare information management market. Apple reportedly confirmed that the purchase took place earlier this year. Apple in recent years has delved into healthcare with offerings such as HealthKit, CareKit and ResearchKit. The Gliimpse acquisition is seen as an extension of those efforts.
Russian Gang Suspected of Hacking Oracle's POS System
August 20, 2016
Oracle has been investigating a point-of-sale system breach that may be the work of Russian cyberthieves. Hackers compromised at least 700 computers on the MICROS POS system, used by hundreds of thousands of hotels, restaurants and retail outlets worldwide to process credit card transactions, Krebs on Security reported earlier this month. More than 330,000 cash registers worldwide use MICROS.
CFB Strategies Cofounders Anderson and Vaillancourt: Catching Up With CRM
August 12, 2016
CRM innovations in recent years have had a significant impact on campaigns and nonprofit organizations, according to CFB Strategies President Trace Anderson. "Traditionally in the campaign world, it was an old-school mentality of just collecting checks," he said. "Even when I started working in politics, from 2006 to 2008, everything was done by hand."
Xactly CEO Christopher Cabrera: Understanding CRM's Boundaries
July 27, 2016
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 ... ."
LinkedIn Spiffs Up Sales Navigator
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.
5 Ways to Guarantee Sales Will Hate Your CRM
July 19, 2016
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.
Salesforce VP Lynne Zaledonis: Intelligence Is the Next Generation of CRM
June 28, 2016
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.
Microsoft, SAP Deepen Partnership to Blend Cloud Offerings
May 18, 2016
Microsoft and SAP have announced plans to integrate their respective cloud-based systems, allowing the SAP HANA database to work with Microsoft Azure, which will enable Office 365 to communicate directly with SAP enterprise apps. Microsoft CEO Satya Nadella and SAP CEO Bill McDermott sat down before a packed audience at Sapphire Now and outlined how the enhanced partnership will benefit customers.
The Why of Customers
May 13, 2016
SAS Institute introduced SAS Customer Intelligence 360 at its recent Global Forum meeting. Intelligence 360 has some good ideas baked in, though some of the messaging I heard wasn't up to the level of the product or at least its intention. I suspect that will come, and it's an easy fix. The product set is divided into two major components, Discover and Engage.
Oracle Plunks Down $532M for Customer Engagement Firm Opower
May 3, 2016
Oracle on Monday announced that it has agreed to acquire Opower for $532 million in cash. More than 100 global utilities, including PG&E, Exelon and National Grid, use Opower's customer engagement and energy efficiency cloud services, Oracle said. Opower's big data platform stores and analyzes more than 600 billion meter reads from 60 million end customers of utilities.
Demandware Teams With eBay on Omnichannel E-Commerce Solution
January 19, 2016
Demandware and eBay Enterprise on Monday announced an alliance to develop a fully enabled omnichannel commerce solution that will provide integrated access to Demandware's Commerce Cloud platform and eBay Enterprise's suite of back-end and fulfillment technologies and services. The solution will let clients significantly reduce the complexity of managing their front- and back-end systems.
Uber Settles With New York AG After 'Playing God' With Data
January 8, 2016
New York Attorney General Eric Schneiderman on Thursday announced a deal that would require Uber to encrypt geolocation information about its riders, as well as enhance its data security practices. The AG opened an investigation into Uber in 2014, in response to allegations that the service had tracked riders and displayed their locations in an aerial format, known internally as the "God View."
Year-End Intelligence
December 16, 2015
There's always an aphorism about Santa, stockings and year-end funding news, but I am tired of them so I'll let you imagine one. However, the funding news is so good from so many sources that I thought it worthwhile to mention a few items -- there are patterns emerging. First, Salesforce bought MinHash. That's not a funding event proper, but it does provide some modicum of cash to the founders.
5 Customer Relationship Objectives for the Growing Biz
December 7, 2015
The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast. The irony is that businesses often start out with a natural ability to behave in a customer-centric way.
The 2 Layers of Customer Experience
November 18, 2015
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about.
Report: Botnets Help Bump Cyberattack Attempts by 20 Percent
November 17, 2015
ThreatMetrix last week reported that it had detected and prevented more than 90 million attempted cyberattacks in real time across industries from July to September. The attempted attacks covered fraudulent online payments, logins and new account registrations, and represented a 20 percent increase over the previous quarter, according to ThreatMetrix Cybercrime Report: Q3 2015.
Sales and Marketing Sentiment: Feeling Is Perception Is Reality
November 16, 2015
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the results into sales and marketing responses and compared them.
Desk.com-SalesforceIQ Integration Targets SMBs
November 12, 2015
Salesforce on Thursday announced the integration of Desk.com and SalesforceIQ to better let SMBs tie customer service with sales. Desk.com an all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature captures, analyzes and brings forth relevant customer relationship information from email, calendars and other applications.
Microsoft Hands Cloud Data Control to German Trustee
November 12, 2015
Microsoft announced it will offer its Azure, Office 365 and Dynamics CRM cloud services to business clients using two Germany-based data centers hosted by a subsidiary of Deutsche Telekom. The arrangement will protect the integrity and privacy of customer data, the company said. The data centers will be under the control of T-Systems, a unit of Deutsche Telekom, which will act as data trustee.
Digital Transformation and Moments of Truth
November 11, 2015
I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you think that focusing on customers' moments of truth is important. Back in April, Starbucks announced revenues for the just-completed quarter that exceeded year-over-year attainment by a whopping 17.8 percent.
Oracle Banks on CX Cloud Verticals
November 2, 2015
Oracle last week announced a variety of industry-specific solutions and enhancements to several existing products at Oracle OpenWorld in San Francisco. The company unveiled industry-specific vertical solutions for the financial services, communications, consumer goods, high-tech, industrial manufacturing and automotive fields as part of its Customer Experience Cloud.
TalkTalk Attacked, Hit With Ransom Demand
October 23, 2015
TalkTalk on Thursday announced that it received a ransom demand following a cyberattack that may have compromised the credit card and bank details of millions of customers. "TalkTalk constantly updates its systems to make sure they are as secure as possible against the rapidly evolving threat of cybercrime, impacting an increasing number of individuals and organizations," CEO Dido Harding said.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
See More Articles in Customer Data Section >>
Facebook Twitter LinkedIn Google+ RSS
What do you think of politically inspired Internet memes?
They tend to be brutally honest about their targets.
They're usually cheap shots based on lies.
They're often stupid but amusing.
They can have a dangerous influence on uninformed people.
They don't impress me one way or the other.