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Navigating the transition from CRM 2.0 to CRM 3.0 requires a focus on ethics and proactive problem-solving, paralleling trends in modern medicine. Some CRM vendors, like Salesforce, are trying to instill the idea.

SugarCRM is incorporating predictive AI to enhance its CRM capabilities, offering sales agents data-driven insights for more effective decision-making.

Last week, I was all over Oracle Cloud Infrastructure (OCI) like a junkyard dog. In the quarter-mile race that is the software industry, I have to say that from a standing start, Oracle has done quite well.

Oracle unveiled AI-driven enhancements at Oracle CloudWorld 2023, aiming to optimize CRM and customer experiences through generative AI technologies.

Even at this early point in the AI era, we may be seeing a divergence. On one side, we can easily see vendors bending over backward to deliver ethical AI apps and services, and on the other, a real conundrum. I

Oracle is announcing that it has added AI in critical spots like Intelligent Sales Orchestration, Guided Campaigns, AI-Powered Account Linking, and more. All of it is intended to help sellers do the right things with the right customers at the right time.

Salesforce is coming very close to being able to say that regardless of what incumbent software vendors are already in a business's portfolio, Salesforce should be there, too.

What’s been missing in the losing contest against "bad social" has been an ability to chase down misinformation to the root and to overpower it with truth. That’s exactly what AI can do.

A preview of Oracle's CloudWorld, exploring AI advancements, kinetic data, and how emerging tech could reshape industries and create new opportunities.

Salesforce tees up Dreamforce 2023 in San Francisco next week. While it's a reincarnation of past events that took place without facemasks, much has changed in the last few years, both for the company and almost everything else in our culture. Some good, some not so much.

The latest entry-level offering that provides all-in-one functionality is called Salesforce Starter. It seems like a good first step for a small business, but especially for small businesses that want to get large.

Last week's announcements from Oracle mark a revolution in hardware unseen since the standardization of the PC, making hardware sexy again.

When something doesn’t work out, for whatever reason, it’s essential for the customer to be able to disengage cleanly. If some businesses can’t make that model work, well, that’s all part of creative destruction, and they need to fail.

This is the year everything CRM changes, thanks to AI. It's going to take some time to absorb something as powerful and manifold as AI, and we shouldn't expect instant change. That's why I'm sticking my neck out to say that understanding AI might just be the work of a generation.

Modernizing customer relationship strategies for some companies means refining their CRM platforms to encourage customer loyalty. Today, the customer experience journey can no longer fully succeed without bringing social media channels into the mix.