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Oracle MCX
March 21, 2019
at oracle's modern customer experience conference the company's cloud migration progress was on display
Oracle held its Modern Customer Experience conference in Las Vegas this week, and it was eye-opening. This is the fourth MCX conference and an important milestone for a company that came to the cloud later than its competition. No doubt about it, Oracle has done much in a short time to develop and deploy its customer experience vision, so it is now possible and fair to critique the company's progress. [More...]

March 16, 2019
Customer relationship management is a term you've likely heard if you have worked in the tech space. CRM software solutions have not always been as far-reaching as they are today. Over the last 40 years, CRM has evolved from a range of disparate business solutions developed for various customer needs. The earliest CRM tools were devices like Rolodexes, which you can hardly even find these days. [More...]

March 13, 2019
crm developers should include age as a variable when refining processes
Trying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you're weird -- and the trouble is, those people are all potential customers. CRM is essential today because, despite our reverence for the free market, it's really more like free markets -- plural. [More...]

March 7, 2019
salespeople now spend less time with customers so preparation is vital
Looking at the current assortment of CRM functionality, including AI, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact -- and you wouldn't be wrong. What's surprising to me, though, is the amount of sales angst among senior people about the division of salespeople's time. [More...]

March 6, 2019
pitney bowes consumer connect addresses post-purchase customer experience
Pitney Bowes has unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. "Retail marketers spend a tremendous amount of time and money attracting consumers and getting them to click the buy button only to leave them in the hands of third-party shipping partners for tracking and notifications until the package is delivered," noted Pitney Bowes EVP Lila Snyder. [More...]

March 6, 2019
target saw a huge e-commerce sales boost in the holiday season
Target has reported higher gains in last year's holiday sales, largely due to improved e-commerce strategies and store makeovers, and has offered an upbeat outlook. Its stores fulfilled nearly 75 percent of its fourth-quarter digital sales. Holiday sales increased 5.3 percent. Physical stores open for at least 12 months saw a sales jump of 2.9 percent. Online sales soared 31 percent. [More...]

February 26, 2019
both the crm industry and salesforce have matured but there is still plenty of room for growth
Salesforce will be celebrating its 20th birthday on March 8. Where did those decades go? "Time flies like an arrow," said Groucho. "Fruit flies like a banana." There it is. A respectable chunk of the analyst community that follows Salesforce converged last week in San Francisco inside the company's cavernous new headquarters to hear about its plans for the year ahead. [More...]

February 22, 2019
microsoft dynamics 365 is getting new ai mixed reality analytics tools
Microsoft announced a number of artificial intelligence, mixed reality and customer insights tools for Microsoft Dynamics 365 at its Microsoft Business Forward event in Paris. There is "a lot of hype around AI and MR, but these are real applications delivering value to customers today" noted Rebecca Wettemann, vice president of research at Nucleus Research. [More...]

February 16, 2019
business to consumer commerce suites have become increasingly important for all types of retail operations
In order to grow, brick-and-mortar stores realize they must use their digital touchpoints to enhance their customers' in-store experiences. Online retailers recognize they need to separate themselves from the pack through faster and more informative shopping experiences. And omnichannel sellers and brands are aware they need to provide their customers with a seamless, cross-channel experience. [More...]

February 14, 2019
a meeting automation platform integrated with crm can help sales professionals use their time profitably
Sales teams are tasked with nurturing leads and driving them to a sale. In order to do this, they need to maintain a clear record of communication with each prospect. This is especially important as the customer journey requires several touchpoints. As customers get deeper into the journey, strategic face-to-face meetings must take place to generate real business outcomes. [More...]

February 12, 2019
salesforce health cloud offers new tools that apply crm platform principles to healthcare
I've recently been writing a lot about platforms -- not about any one in particular, but about the importance of platform to the future of what we all do in CRM and beyond. Platform provides a level of abstraction between machines and humans. Inventing the platform was like inventing the power loom or the printing press. It was a way to separate the creative effort from rote production. [More...]

February 9, 2019
the right internal governance processes and structure can improve the customer journey and experience
Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it's clear that problems exist, what's less straightforward is why. [More...]

February 6, 2019
economic conditions may indicate we're entering a down phase for selling
What's the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company's position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who can educate and explain what a disruptive innovation actually does, salespeople are in demand and life is very good indeed. [More...]

February 2, 2019
voice may be the hot customer engagement interface in the coming year
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for complex customer inquiries and interactions. [More...]

January 31, 2019
the number of robocalls to consumers' mobile phones has risen sharply
Americans received 26.3 billion robocalls on their mobile phones in 2018, according to Hiya. That was 46 percent more than in 2017. Consumers received an average of 10 spam calls per month, Hiya found. The top unwanted call in the U.S. was for the Wangiri, or "one-ring" scam, which grew 250 percent year over year. Seven of the top area codes targeted by spammers were in Texas. [More...]

January 30, 2019
engaged employees deliver the best customer experiences
"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five percent of executives said that CX was important to their companies' strategic priorities, in an Accenture survey. Sixty-two percent of companies viewed CX delivered by contact centers as a competitive differentiator, Deloitte found. [More...]

January 25, 2019
crm industry evolving to oligopoly including microsoft oracle sap salesforce sugar zoho
As markets mature, they trend toward oligopoly or even outright monopoly. There isn't much difference, because an oligopoly has several members instead of just one. Examples include electric power generation, an oligopoly made up of vertically integrated monopolies in most areas, and the airline industry -- an oligopoly made up of many airlines that may have monopolies in regional hubs. [More...]

January 23, 2019
ai may play a stronger future role in call centers by whisper coaching agents
The customer experience battle is being fought in the contact center. Whether it's a service line or an inside sales call making first contact, the phone is often the medium that matters in moments of truth. When customers are talking to an inside sales rep or an agent in a support organization, the ideal interaction is often described by customers as "a conversation." [More...]

January 18, 2019
top crm blogs 2018 1 through 10
The Top 10 blogs on our top 20 list are written by people well known to CRM professionals. There's a reason for that: In order to understand and appreciate the discipline of CRM, you must be a person who values other people, and part of valuing people is being able to communicate with them. As a result, these bloggers bring a unique combination of insight and personality to their posts. [More...]

January 17, 2019
retail executives have a huge disconnect with customers when it comes to technology adoption
NetSuite announced results of its sponsored study at this week's National Retail Federation show in New York, shedding light on technology adoption in a retail setting. The study suggests that merchants are not doing what customers would want and that they have a misguided perception of the situation. The findings indicate that merchants may have gotten some things very wrong. [More...]

Salesforce Commerce Solution Guide
Has technology made transportation more or less safe?
Traveling by all modes of transportation has become riskier with each passing year.
In general, transportation safety has been improving steadily, despite some failures.
Some modes of transportation have been improving while others have become less safe.
We may have reached a tipping point where more tech means less safety.
Don't blame the tech -- greedy companies haven't done adequate testing.
Government regulators have not been playing a strong enough oversight role.
Salesforce Commerce Solution Guide