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July 17, 2018
salsforce has acquired marketing analytics firm datorama
Salesforce has inked a deal to acquire marketing analytics company Datorama. The acquisition will give Marketing Cloud a power boost by expanding data integration and intelligence, according to Salesforce. The newly acquired tech will give marketers the ability to unlock insights across channels and data sources, providing a unified view that can help companies make smarter decisions, it added. [More...]

July 14, 2018
an expanding trade war could threaten subscription software services
So far, the looming trade war is limited to actions and reactions related to durable things that trade throughout the global economy. Will that remain the battleground? Or should we expect greater contentiousness around services -- specifically, SaaS, and CRM in particular? Retaliation for U.S. trade initiatives so far has been aimed at things produced by Trump-leaning industries and states. [More...]

July 12, 2018
maritzcx preconfigured b2b cx templates help improve enterprise decision making
MaritzCX has unveiled preconfigured B2B CX templates that monitor key financial indicators; metrics for customer touchpoints, including NPS and OSAT; business-specific outcomes; and overall account performance. Integrated into the MaritzCX Technology Platform, "the dashboards become a hub that aggregates all of the data being monitored," said Jennifer Rubin, MaritzCX associate practice leader. [More...]

July 11, 2018
exclusive interview with miller heiman group ceo byron matthews on sales enablement and crm 4.0
"There's a gap in performance across B2B selling, because buyers are innovating faster than sellers are getting better at selling," said Miller Heiman Group CEO Byron Matthews. "Sales enablement's function is to try to close that gap. It's not sales operation ... . It's more strategic, in terms of trying to drive sales performance by getting better content and coaching services for salespeople." [More...]

July 7, 2018
this year's spring trade shows illuminated some important trends in crm
The close of Q2 ends the first wave of vendor customer events. Still to come this fall are Salesforce Dreamforce and Oracle OpenWorld -- and others -- but mercifully, we have the summer to digest all the information absorbed this spring and re-sync with our native time zones.For starters, CRM doesn't appear to be slowing down. As an industry, it's rated at about $35 billion in revenues. [More...]

June 30, 2018
the voice of the customer may be the best mechanism to drive change in sales marketing and support operations
Before I was a parent, I was a youth leader. As individuals, teens had unique personalities, skills and stories, but one thing that was universal was the effect that parental communication had on them. Whether it was a criticism, a suggestion, or merely a bit of helpful information, the teens tended to look down on it, or even become hostile toward the messenger. [More...]

June 30, 2018
oracle reported impressive growth in q4 driven by strong growth in its cloud services
Significant Q4 wins and earnings numbers reflect the strength of Oracle's resurgence as a cloud company. At its earnings call earlier this week, CEO Mark Hurd mentioned some big names -- including Johnson & Johnson, the Cleveland Clinic, Baylor University and AT&T -- that made significant commitments to Oracle in the quarter. For FY2018, total revenues were up 6 percent compared with fiscal 2017. [More...]

June 27, 2018
teamsupport has added sentiment analysis powered by ibm watson to its b2b customer support
B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and personalize their outreach efforts. It includes predefined categories such as "satisfied" and "frustrated." [More...]

June 26, 2018
cloud-services
Although Oracle was one of the last major enterprise software vendors to move to the cloud, it has embraced the idea of creative destruction in breathtaking ways. With BYOL -- Bring Your Own License -- the company has inspired a movement of its traditional software customers to its infrastructure cloud. It continued the translation exercise with Oracle LaunchPad, a new online learning platform. [More...]

June 26, 2018
with careful planning ecommerce companies can reap rewards by expanding globally
If you operate an e-commerce company, the world is at your fingertips, and global markets offer the enticing promise of increased visibility and sales. "International expansion is a great way to mitigate risk and reliance on a single market for all your sales," noted Chris Vincent, global CEO of Practicology. How to get started may seem murky, though. [More...]

June 21, 2018
salesforce connections 2018 underscored the importance of marketing for crm
A good way to understand what Salesforce articulated at Connections 2018 is to recall the direction it set a few years ago, when CEO Marc Benioff said the company would develop most apps for the small screen first. Translated, that was a concession that handheld devices -- phones and tablets -- would become the primary devices we'd all use in business. So far that's been a good bet. [More...]

June 21, 2018
small us ecommerce firms that do not do business in europe still might have to comply with the gdpr
Large corporations are not the only businesses governed by the European General Data Protection Regulation, or GDPR, which became effective last month. Small and mid-sized businesses also are subject to its provisions. The regulation applies to the processing of personal data of individuals in the EU by an individual, a company or an organization engaged in professional or commercial activities. [More...]

June 20, 2018
handshake, square team on app to streamline b2b sales processes
Mobile sales and business-to-business e-commerce platform Handshake has teamed up with Square to provide easy B2B ordering and payments via an app that enables a seamless workflow between the two companies' products. Using the app, B2B sellers can accept all major credit cards and see their money deposited in their bank accounts in one to two business days. [More...]

June 20, 2018
a newsletter is a good way for e-commerce businesses to stay in the forefront of customers' minds
Newsletters are one of the primary means of communicating with both existing and potential customers. For small e-commerce business owners, however, putting together a regular newsletter may seem daunting. It might seem that creating and sending out a newsletter would involve spending more time and energy than you have, taking valuable resources away from sales and marketing. [More...]

June 18, 2018
Zuora's recent Subscribed user conference was a good first outing since the company's IPO, coming off some impressive first-quarter results. Year-over-year subscription revenues grew 39 percent and total revenue grew an amazing 60 percent, for example. As good as its present situation is, now that Zuora is a public company, it has to push down the gas pedal to feed the insatiable stock market. [More...]

June 14, 2018
salesforce integration with google analytics gives new tools to marketing cloud users
Salesforce has announced integrations between its Marketing Cloud and Google Analytics 360 that equip marketers with a broad range of new capabilities. Marketers now can view consumer insights from both Marketing Cloud and Analytics 360 in a single journey analytics dashboard. If they see a high rate of browse abandons, they can create a tailored journey to re-engage them, for example. [More...]

June 13, 2018
digitization of processes as well as documents is needed to solve the business paper problelm
Decades after computers were supposed to end paper-based business, we're still at it, using documents to send and receive information and act as proxies in business processes. It's hard to say if paper consumption slowed thanks to digitization, because good historical use statistics are hard to find. However, it doesn't really matter, because business is drowning in paper -- and, more importantly, the expenses associated with it. [More...]

June 12, 2018
crmdialer president dimitri akhrin's exclusive interview about using artificial intelligence to crunch customer data
One of the top current trends in the CRM space is that AI offers "the ability to gain insight, and the most important example is visitor tracking," said Dimitri Ahkrin, president of CRMDialer. "That's a big component -- knowing how in real time to react to something a prospect is doing on a site. It's going to allow prescriptive recommendations about what to do in a particular moment." [More...]

June 6, 2018
SAP has unveiled a new attempt to consolidate a group of about a dozen front office apps into a fully integrated CRM suite -- next year. How do you say "lipstick on a pig" in a non-derogatory way? Look, CRM is over 20 years old now. For most of the early days, the vendors scrambled to integrate their apps into a coherent whole, supporting multiple customer-facing processes. [More...]

June 2, 2018
oracle has taken an aggressive stance in challenging third-party security practices
Oracle has been on a security campaign ever since Larry Ellison openly began discussing the new "autonomous database" -- so called because it can manage itself, including self-patching and upgrading, without human effort. The hands-off database can eliminate human labor to keep it tuned and running, according to Oracle, greatly reducing the time between availability and implementation. [More...]

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How does the tech industry compare to other industries when it comes to diversity?
Tech firms have been working much harder than others to achieve diversity.
Tech is rife with sexism, racism, homophobia and other forms of discrimination.
The tech industry would be more inclusive if there were more qualified applicants.
Tech firms have made superficial efforts but they're mainly for show.
The push for diversity is a cultural fad, and there is no real problem.