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CRMBuyer.com
October 15, 2020
crm strategies
Last week my good friends Brent Leary and Paul Greenberg opened up their online show, CRM Playaz, to an executive roundtable discussion with some of the movers and shakers in our CRM world. Unfailingly, each speaker espoused the centrality of the customer and visibility through 360 degrees of customer interaction. It's hard to disagree with that -- though I will. [More...]

October 8, 2020
crm adoption
Many businesses have bought into CRM, of course. It isn't an 80-billion-dollar industry for nothing. Still, there's a disconnect between the wonderful features and functions of new technologies and the realities of how companies use them -- or not. Only about a quarter of organizations use CRM appropriately. Others use it for simple record keeping, or barely use it at all. [More...]

September 30, 2020
crm trends
Many of the workarounds that have kept old systems running have reached the end of the line. If people are already working in their cars, the gym or the bathroom, it's hard to see how things get any better without replacing systems. That requires a different approach for the customer. The old adage of "if it ain't broke, don't fix it," doesn't really apply any more. [More...]

September 24, 2020
crm industry trends
A raft of new technologies that impact CRM are about to be announced, but even without the latest announcements due now through October, there's a realization that we're coming full circle. Oracle is making hardware sexy again, using it to drive new business models and to push its CX version of CRM; and Salesforce is tackling a kind of mass customization of its CRM product line. [More...]

INSIGHTS
Fall Ramp-Up
September 15, 2020
crm industry fall ramp-up
Technology's fall selling season is gearing up for year-end as it always does, coronavirus or not, and the CRM industry follows suit with some mods. The majors like Salesforce and Oracle, as well as fast followers like Zoho, are in hot pursuit of what's new -- and they're betting new in this context means a process orientation, not simply delivering new products, features, or functions. [More...]

September 8, 2020
exclusive interview with SugarCRM CEO Craig Charlton
SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with SugarCRM CEO Craig Charlton, and how artificial intelligence is key to improved sales, service, and predictability in automated CX. [More...]

September 1, 2020
exclusive interview with thryv
Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of both CRM and CXM products -- in a conversation with Thryv VP Ryan Cantor. [More...]

August 31, 2020
how chatbots and virtual agents improve productivity
Coronavirus has ushered upon us an era of isolation and curtailed face-to-face operations in favor of virtual interactions. The service of demand and delivery has shifted mainly to digital channels. While this trend was visible in the pre-COVID world, the pandemic has accelerated digital-first engagement. Here are six ways to improve employee productivity and streamline business operations in the new normal. [More...]

August 27, 2020
salesforce focus on the customer
Deep in its DNA, Salesforce has always focused on a bigger picture. Its commitment to community issues is best expressed in the company's philanthropic orientation. At the same time, Salesforce has always had the customer at the heart of what it does -- and that transcends its customer relationships to include its customers' customers. [More...]

August 20, 2020
IDC's CRM market share 2019
The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined share that is still less than that of Salesforce. [More...]

August 19, 2020
oracle's larry ellison
Oracle continues to be the big software vendor we love to hate. There are any number of reasons for this, starting with the brash prognostications of founding CEO and current CTO Larry Ellison. Last week, another in a long line of incidents cropped up that will likely provide hours of conversations among my fellow analysts at trade conference watering holes, just as soon as such things are again common. [More...]

August 18, 2020
Customer loyalty has increased drastically in the last five years, though it has not reached boom status for many brands. Winning repeat business is increasingly difficult, especially with the economic uncertainty brought on by COVID-19. New studies reveal how solidly personalization in marketing drives brand loyalty, however consumers still feel that brands fail to do enough to recognize them as individuals. [More...]

August 11, 2020
Customer experience automation can make the difference between closing down and ensuring more returning customers.
If the ongoing struggles amid the pandemic have taught retailers anything, it is the need to automate their customer service experience. Customer experience automation is making the difference between hanging on until closing down and ensuring more returning customers. [More...]

VENDOR WATCH
Oracle Marketing
August 10, 2020
Oracle Marketing platform announcements
The emergency caused by the novel coronavirus is causing deep structural changes to how we do business. We don't sell or market the way we did before the virus, and it may be some time before we return to that model -- if indeed we ever do. Oracle's strategy centers around the CX Unity Customer Intelligence Platform, a data management platform that's central to marketers' activities. [More...]

August 7, 2020
Salesforce Sustainability Cloud
Salesforce continues to offer new products in an expanding demonstration of its platform's relevance to business and society at large. Sustainability Cloud is best understood as a carbon accounting solution that enables organizations to more quickly audit their carbon emissions and take action in that area. This covers a lot. [More...]

Three top analysts have picked NICE inContact as the market leader.
Which product review rating most influences your decision to make a purchase?
5 Stars - I want to learn why others think the product is awesome.
4 Stars - I want to know what's liked, along with minor flaws.
3 Stars - I want to find out why the product is neither loved nor hated.
2 Stars - I want to learn why others find the defects to outweigh the benefits.
1 Star - I want to know why others think the product awful.
Salesforce Industries Summit
Three top analysts have picked NICE inContact as the market leader.