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Insidesales.com Aims to Keep Leads on the Front Burner May 04, 2012 
Imagine walking into a department store on a Wednesday morning and spotting a pair of shoes you feel that you must acquire, or life will have no meaning. You excitedly ask the sales rep if you can try on a pair in your size and she says, "Sure, why don't you come back on Friday?" That deflating experience occurs all the time on the Web, said Ken Krogue, president of
InsideSales.com.
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Social Dynamx Turns CSRs Into Rock Stars April 30, 2012 
Social Dynamx has just launched a new enterprise-class social customer care platform that will allow customer support and community management teams to identify, prioritize and handle millions of one-on-one customer social media conversations daily. As a subscription-based platform, it is designed to quickly identify relevant conversations and intelligently route them to the appropriate customer service agents.
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SugarCRM 6.5 Adds Just a Touch of Sweetener April 27, 2012 
SugarCRM has just debuted a controlled release of version 6.5 of its flagship open source CRM offering. In many ways, the release is an iterative change -- it does not represent the same major shift in functionality and user interface as version 6 did, when it was launched in 2010.
In one key way, however, the new version is significantly different: The user interface is much more oriented to search technology.
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Salesforce.com Reaches for Bigger Slice of Government Cloud Pie April 25, 2012 
Salesforce.com has unveiled a new series of cloud computing initiatives for the government user base -- a highly lucrative niche for tech vendors, especially those that can present their products in a budget-friendly light. The new offerings, bundled under the name "Government Cloud," include a dedicated, multitenant instance of Salesforce.com's cloud infrastructure, a new AppExchange for the Government, and a Salesforce Government Partner Accelerator Program.
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Kana Bridges CRM-Social Listening Gap April 23, 2012 
Kana Software has introduced a new service experience platform that combines CRM functionality with BPM, knowledge management, analytics and social listening. The application is in fact the culmination of a few years' of effort by Kana to integrate these closely related feature sets, said Ajay Khanna, senior director of product marketing for Kana.
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Customization on the Cutting Edge April 20, 2012 
Every day, I meet retailers who are eager to learn how they can add a co-creation, customization, or personalization feature (collectively "Customization" with a capital 'C') to their existing offerings. They often start the conversation off with an overview of their current products and quickly move to a discussion about which of them cater to the "customization" demographic.
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CDC Launches Pivotal for iPad April 16, 2012 
CDC Software Corporation, an enterprise software provider of on-premises and cloud technologies, has just released Pivotal CRM for iPad, an application that enables users to access CRM information whenever and wherever they need it. "Today, CRM is going in two distinct directions," said Jason Rushforth, front office president for CDC Software.
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Sage Launches Mobile Payments Portal April 13, 2012 
Sage is getting ready to enhance its mobile payments offerings. Next month, the company will roll out Sage Exchange.com, an interface for Sage Exchange, which it introduced two years ago.
The rollout of Sage Exchange.com will considerably enhance what Sage Exchange offers customers, said Greg Hammermaster, president of Sage Payment Solutions.
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inContact Smooths the Way for Better Customer Interactions April 09, 2012 
Cloud contact center provider inContact has released the first of what will be three major upgrades to its flagship product this year. New features in the release touch upon many areas, from agent scripting to a Web-connect module, new unified agent desktop tools and an expanded blended dialer. Most intriguing of all the new features, though, is a CRM plug-in agent, which offers a new streamlined interface for agents.
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Oracle Trumpets Analytics Bona Fides April 06, 2012 
Oracle President Mark Hurd delivered a speech before Oracle OpenWorld Tokyo that emphasized the rapid buildup in analytical functionality the company has made in recent months. He touched upon previous developments, such as the Big Data Appliance announced at the start of the year, as well recent news, such as its update of Oracle Hyperion Enterprise Performance Management.
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Customer Relationship Metrics Takes On the Unstructured Data Challenge April 02, 2012 
Customer Relationship Metrics has launched Text BI, its latest offering in its suite of managed analytics solutions. Text BI enables companies to take unstructured text-based data from surveys, emails, social media, CRM systems and other applications, and organize it into a format that makes it easier to analyze.
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Yesware Is All About Keeping Sales Simple March 23, 2012 
Gmail sales productivity application Yesware does not align with any particular CRM vendor or industry or even sales methodology. That possibly accounts for its wide- ranging and especially large user base, said founder and CEO Matthew Bellows. In six months, Yesware has picked up 20,000 business users -- from chimney sweeps to law firms to PR shops.
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Partnership to Align Phone System Data With CRM March 19, 2012 
M5 Networks has partnered with InsightSquared to create a solution that will allow customers to manage data generated from M5, along with data from other systems, in InsightSquared's business intelligence product. The solution will help customers manage data from their business phone system and other applications in one interface, and to visualize trends in voice and data to understand the "why" of spikes and valleys in activity.
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New Avaya Service Allows Selective Outsourcing of Communications Ops March 16, 2012 
Avaya is formalizing an outsourcing service it has been offering select clients for the past year. The service, Avaya Communications Outsourcing Solutions, manages all of a company's communications operations, regardless of age, location or vendor. It is part of the company's portfolio of Managed Services. "This is a custom managed service targeted at companies in the enterprise space as opposed to the mid- sized space," said Avaya's Ed Nalbandian.
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CallCopy Scores With Columbus Blue Jackets March 09, 2012 
The Columbus Blue Jackets are a team in the National Hockey League, which means their revenue stream thrives -- or dies -- on how well they can sell tickets. The team has an extensive and sophisticated sales operation that fields nearly 300 calls per day. However, the team wanted tech support for its operations -- specifically a new call-recording technology that was flexible and customizable enough to back up its own sales methodology and ongoing training requirement.
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Feature Ignorance: Fast Track to a Wasted CRM Investment March 08, 2012 
A friend of mine bought a car that is, to be honest, a lot more than he really needs. It has all the bells and whistles, wrapped in a lovely paint job and a plush leather interior. Yet every time I ride in it, I discover something that he's overlooked. Yes, Randy -- this would be where you plug in your iPod. Did you know you had a second glove compartment? This button's how you lock all the doors at once.
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It's Raining Real-Time Customer Intelligence March 05, 2012 
FirstRain, an analytics software company that provides personalized, real-time customer intelligence to sales and marketing professionals, has announced the launch of the first Enterprise Customer Intelligence System. The system delivers targeted customer, prospect and industry intelligence directly into enterprise-deployed iPads, CRM systems, collaboration portals, mobile devices and other platforms.
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Microsoft Dynamics Puts Analytics on Steroids February 24, 2012 
When Microsoft's next service update to Microsoft Dynamics CRM is released in Q2 2012, users who rely on its business intelligence functionality will be in for a pleasant surprise. Microsoft has ratcheted up the BI functionality significantly, providing more options on how to view, present and interact with the data, said Craig Dewar, director of Microsoft Dynamics CRM.
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