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INSIGHTS

The Great Re…tirement

CRM has become big enough to generate a significant shadow. When an idea like putting customers in the center of our universe takes hold, we see ripple effects everywhere in the culture. Nobody wants to be in favor of something else. But other times, CRM gets blowback from new trends. Such is the ca...

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 so interesting was how un-CRM-like it was.

INSIGHTS

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. Oracle, Salesforce, and many other CRM vendors continued innovating for the pandemic, but they also began innovating systems for what happens afterward...

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 to generate pipelines, deliver omnichannel service, and grow faster at a price poi...

INSIGHTS

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 technology is a more-or-less lost cause. Fortunately, the technology has improved consistently over the last two decades. Even more fortu...

A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities.

Zoho’s Surround Strategy

Surround strategy is the antithesis of rip and replace. Rather than replacement, a business can move parts of its workload from some workhorse system, say ERP, to Zoho -- where things like pre-built reports and Zia, an AI-based digital assistant, can help business users interrogate data stored on th...

This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service encounter is enough to make ...

When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers t...

INSIGHTS

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. First there's the object, a material product or service that is the thing we trade money for. Then there's the experience, see where I'm going? Lastly there's the concept.

Dreamforce Observations

Dreamforce saw Salesforce continuing to build out a product offering that in some ways defies description. For the CRM rank and file there were plenty of announcements and enhancements -- and for others some tantalizing views of what may be coming in future releases.

INSIGHTS

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 Salesforce helped to create. With that, this may be the last time to say with all sincerity that Salesforce is a CRM company. Truth be told, the transition has been ongoing...

ANALYSIS

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 in it go through a succession of moves; first in new products and then in finance. The confusion comes when a company like Oracle lives through multiple up and down cycles. When you look at...

A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for most industries. Two clear-cut consumer trends have surfaced: online shoppers want more self-service options and an overall more-efficient shopping experience.

Leaf Home built its call center operation to drive potential customers to a cheerful encounter with all the departments to which they connect. That pleasant working relationship starts with Leaf's call center staff. We spoke with the company's chief human resources officer, Sean Loboda, to discuss ...


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