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Dreamforce NYC Was Un-CRM-Like and That’s Okay

Salesforce held its Dreamforce NYC on schedule in early December, which you might have missed because of other news like Omicron and the looming chaos of the holidays. What was... Read more

This Year in CRM

It's okay to give ourselves kudos for CRM's resiliency over the course of the pandemic. We did a heck of a job keeping most of the balls in the air.... Read more

Freshworks Brings New Tech Stack To Power Startups

The Freshstack product suite combines Freshworks' products to unify startups' customer support, sales, and marketing teams in an easier-to-use package. The new scalable CRM bundle helps startups personalize marketing... Read more

Marketers Underestimate Word of Mouth, Overestimate Influencers: Report

Marketing and business communications company R.R. Donnelley & Sons has released a study which reveals that traditional marketing channels, including word of mouth, direct mail, and in-store signage, are largely... Read more

The Great Sales Methodology Debate, Solved

Sales managers and their managers have had to make peace with the reality that they might not be able to get reps to use technology. But methodology alone or with... Read more

Salesforce Tower - New York City

Dreamforce NYC Was Un-CRM-Like and That’s Okay

CRM

This Year in CRM

startup company meeting

Freshworks Brings New Tech Stack To Power Startups

Marketers Underestimate Word of Mouth, Overestimate Influencers: Report

sales presentation

The Great Sales Methodology Debate, Solved

How does the quality of customer service delivered by government compare to that of the private sector?
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crm systems

CRM’s Pressing Platform Problems

 A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles....
strategy

Zoho’s Surround Strategy

 Surround strategy is the antithesis of rip and replace. Rather than replacement, a business can move parts of its workload...
CRM business success

Fixing Customer Service Will Require Better Tech

 This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or...
call center agents

NICE Platform Answers Call for Hyper-Personal CX Tools

 When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation....
business strategy

CRM’s Levels of Abstraction

 There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM....

Dreamforce Observations

 Dreamforce saw Salesforce continuing to build out a product offering that in some ways defies description. For the CRM rank...

Salesforce Is No Longer Just a CRM Company

 Dreamforce happens this week, emanating from San Francisco and reaching out to the world via the global cloud computing network...

Where Does Oracle Go From Here?

 If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies...

Logical CX Now Vital to Retail Brand Building

 A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for...

Call Center Culture Can Make or Break Your Customer Experience

 Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to...
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CRM Buyer Channels

Analytics

 Analytics

E-Commerce Bounce Rates Triggered by Shoppers' Expectations of Top-Notch CX

Better CX Through Customer Journey Management

How to Build a CX Business Case for Your CFO

Call Centers

 Call Centers

SolarWinds Hackers Still Targeting Microsoft, Focus on Support Staff

Automated or Human, Consumers Demand Smart, Speedy Service

How to Ride the 'Consumer Wave' to Better Customer Experiences

Customer Service

 Customer Service

Digital Clienteling Platform Breathes Life Into Live Commerce

This Digital CX Tool Drives Repeat Customers, No Website Required

How Natural Language Understanding Smartens Customer Interactions

Deals

 Deals

Making Sales Safe for Process

Sales Cycles and the Slacking of Salesforce

Intrigue Funded to Develop New Attack Surface Management Platform

Marketing

 Marketing

Consumer Activism Will Steer Brand Focus in 2022

How To Leverage Social Commerce To Power Customer Loyalty Programs

Marketers Need New Strategies To Parry Cookieless Advertising

Products

 Products

Salesforce Season

Grinding Data Into Information

The CRM Systems Training Issue

Sales

 Sales

CRM's Virtuous Circle

What Post-Pandemic Recovery Means to Sales Pros

Get Your CRM Ready for Some Good News

Strategy

 Strategy

Next Normal, Too Soon?

Creating Paths of Engagement for Effective E-Commerce Journeys

Three-Part Evolution

Trends

 Trends

Lenovo Steps Forward With a Vision To Redefine Personal Computing

The Esports Evolution: Out of the Basement, Into Arenas

TikTok Tops YouTube in Watch Time Among Android Users

Vendors

 Vendors

Next Step in the Birth of an IT Utility

Have Consumers Changed Character for Keeps? Not So Fast

How to Avoid the Cost of Churn With Better Customer Experiences

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