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Friday - January 12, 2018
customer-journey-hijacking
When all goes well, the customer journey "ends with buying a product," said Chemi Katz, CEO of Namogoo. "Hijacking interferes with the customer's journey. It can be a pop-up that the company didn't put there, or something that will lead a customer out of the website. It's any interference that doesn't come from the e-commerce business itself, but from a third party." [More...]

Wednesday - January 10, 2018
software-platform
The new battleground in enterprise software is likely to be the software platform. This is not to say that analytics and security are not important, but they are being handled in different ways. Security is being handled in ways that address both hardware and software vulnerabilities, but these things aren't what customers or consumers spend their days thinking about. [More...]

Tuesday - January 9, 2018
sales-information-technology-data
If you're in sales, it's likely there are people you want to talk to, and others you may go out of your way to avoid. You might be excited to talk to the CMO -- or not so excited -- based on the leads you recently worked. You might avoid the people from finance, but you might enjoy conversing with your comp plan administrator. However, there's one group of people you may never even consider. [More...]

INSIGHTS
CRM in 2018
Wednesday - January 3, 2018
crm-2018-process-engagement
Figuring out the year ahead in CRM is tricky and getting more so. Making predictions has been more challenging for the last several years. We've seen an array of new technologies take root and blossom, but managers have had trouble figuring out how to adopt them. Those innovations have fueled a lot of anxiety in the C-suite about digital disruption, but each company's disruption is different. [More...]

Friday - December 29, 2017
customer-journey
A digital customer journey "starts from the actual need and goes all the way to the usage of the product or brand," said Globant CTO Diego Tartara. "The journey is not only the touchpoints with the digital tool. It has to do with the end-to-end relationship between a specific user and a brand or product." There are several components that go into an effective and innovative digital journey. [More...]

Saturday - December 23, 2017
There was a lot in customer relationship management to like in 2017. The industry racked up north of $35 billion and the cloud reigned supreme. However, future growth presents a challenge. We're going to need to look beyond selling generic seats to grow the CRM market from here. It's a whole new ball game now that Oracle has credible cloud CRM. Other vendors will need to bring their A-games. [More...]

Thursday - December 21, 2017
facial-recognition
Cali Group has announced a pilot program using kiosks equipped with facial recognition software and AI to ease the ordering process for regular customers at the Pasadena, California, location of its international CaliBurger restaurant chain. The kiosks use NEC's NeoFace facial recognition software to identify registered customers and pull up their order preferences and loyalty accounts. [More...]

Tuesday - December 19, 2017
oracle-cloud
Oracle's most recent financial report reveals some hints about its future. Oracle has posted some very impressive numbers as its cloud computing products and services have taken off, and the recent Q2 reporting is a fine reference point. From the company's Q2 announcement: Cloud SaaS revenues were up 55 percent; PaaS plus IaaS revenues were up 21 percent; total cloud revenues were up 44 percent. [More...]

Friday - December 15, 2017
heap-analytics
Heap has introduced a new feature set for its autonomous customer insight platform. Non-destructive data modeling allows users to define and model new insights without touching the raw data structure, resulting in faster iteration and speeding up productivity. Virtual event definitions let users retroactively update metrics on the fly wherever they are used. [More...]

Wednesday - December 13, 2017
crm-tech-trends-decentralization
One of the big stories of next year might be decentralization. Decentralization is what it sounds like: pushing centralized processes and decision-making to the periphery, where it is believed people can be more effective at dealing with whatever is on tap. Western democratic capitalism runs circles around Soviet style centralized command-and-control economics. [More...]

Monday - December 11, 2017
artificial-intelligence-machine-learning-sales
At some point, the discussion about artificial intelligence and sales is going to mature. Too many people still think AI for sales will resemble C-3PO, a bumbling assistant that gets in the way more often than not, or the Hal 9000, subverting the sales process in ways that endanger the very existence of the sales person. As the discussions mature, the reality is becoming clearer. [More...]

INSIGHTS
Cool Effect
Friday - December 8, 2017
global-warming
Dreamforce is a bit like a holiday feast in that there are usually leftovers to savor. One of the stories that didn't get enough attention was Salesforce's path to becoming a carbon-neutral company. Time to savor it. Salesforce has made a monumental effort to switch to green electricity generation and ensure that its buildings and business processes are as light on the planet as possible. [More...]

Wednesday - December 6, 2017
customer-experience
Customer experience improvements have become an important part of companies' digital transformations, according to survey results Mitel released Tuesday. More than 2,500 senior IT decision makers across North America, the UK, France, Germany and Australia responded to the survey. The participants represented businesses ranging from 250 to 10,000-plus employees in a wide range of industries. [More...]

Thursday - November 30, 2017
spq-configure-price-quote
Configure, Price, Quote systems have a name problem. When they debuted, their basic functions gave a name to the category that was self-explanatory, and it fit well. As with any good idea in technology, however, frequent use brought with it demand for more functionality that quickly outstripped the technology's charter -- a happy problem. [More...]

Tuesday - November 28, 2017
Genesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference. The integration will help businesses build and maintain conversational IVR flows that route callers more efficiently, by using artificial intelligence to recognize not only what consumers are saying, but also their intent. [More...]

Tuesday - November 21, 2017
customer-experience
Customer experience quality didn't improve in the retail industry this year, despite keen competition among online retailers, according to Forrester's U.S. 2017 Customer Experience Index. The three top-ranked etailers came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year. [More...]

Friday - November 17, 2017
b2b-marketing
BrightFunnel this week announced the integration of its BrightFunnel Revenue Intelligence Suite with Microsoft Dynamics. The integration will let enterprise B2B marketing teams analyze the impact of marketing investments on their companies' business. They'll be able to accurately measure marketing attribution to pipeline and revenue across every marketing channel, campaign and initiative. [More...]

Wednesday - November 15, 2017
content-management
Content management is all about making sure that a product item page "has all of the information that a customer needs to buy an item or have a good experience with it afterwards," said Content Analytics VP Kenji Gjovig. "A content management system has the ability to set up new items, post images and video, and create a robust title and detailed item description." [More...]

Tuesday - November 14, 2017
subscription-software
Show season changes the CRM market. One day you're in the vanilla application software space, and a week later you understand the need to incorporate social media or analytics or machine learning, or you see a need for enhanced integration and development through platform services. It goes on. Today, in the wake of many companies' trade shows, we're again taking a look at the available suites. [More...]

Monday - November 13, 2017
customer-service-call-center
Customers prefer human interactions to IVR systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there are big differences depending on a number of factors, including how familiar reps are with the local language. [More...]

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What do you think about Google's addition of an 'annoying ad' blocker to Chrome?
It's terrific -- I don't want people making money from harassing me.
It's not enough -- all ads are annoying.
It's dangerous industry dominance -- Google is already too powerful.
It's irrelevant to me -- I already use an ad blocker.
I'd rather put up with ads than pay for online content.
I don't use Chrome, but I'd like to see this in my browser.
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