Get the Free eBook: "CRM is Not Just for Salespeople"
Welcome Guest | Sign In
CRMBuyer.com
Thursday - 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...]

Tuesday - 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...]

Wednesday - 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...]

Thursday - 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...]

Wednesday - 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...]

Friday - 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...]

Thursday - 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...]

Wednesday - January 16, 2019
forecasting that utilizes machine learning can improve call center sales and operations
Decision makers in any sales organization know that forecasting correctly is both art and science. To predict the unforeseen successfully, you must use every piece of logic and reasoning available to help you make your predictions reality. When developing a strategic forecasting approach, your business needs to take a number of items into consideration simultaneously -- and that is no easy feat. [More...]

Tuesday - January 15, 2019
There's been way too much obsessing about how artificial intelligence and machine learning will eliminate jobs. For example, 60 Minutes recently ran a feature about AI venture capitalist Kai-Fu Lee, one of many stories predicting the elimination of jobs and a dystopian takeover of the world, or so it seems, by machines. Lee is a persuasive voice. [More...]

Thursday - January 10, 2019
top crm blogs 2018 11 through 20
After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make the list for a flurry of great posts one year, then fizzle the next. Sometimes, bloggers would change careers and their CRM content would dry up. Once in a while, a great blogger would get hired by a major vendor and see his or her output bent to fit the corporate line. [More...]

Wednesday - January 9, 2019
failure to come to grips with social media's problems could be disastrous for crm
Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job or a sales lead. Then there were social sites whose purpose was simply, well, networking. [More...]

Saturday - January 5, 2019
offline and online retailers can best engage omnichannel customers by joining forces
Online and offline shopping businesses have to work together to improve customer engagement and retention. Although some brick-and-mortar stores are suffering revenue loss to online retailers, there is still an important space for them in the shopping experience. By joining forces, brick-and-mortar and online stores can meet the emerging needs of today's customers. [More...]

Thursday - January 3, 2019
the crm industry will consolidate further in 2019
I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I think needs to happen. First, the industry is consolidating. The big and successful companies are competing on a different plane than the smaller ones. [More...]

Wednesday - December 19, 2018
oracle's latest earnings show its cloud strategy has been paying off
Oracle narrowly missed its number last quarter, so it was good to see the company come roaring back -- it made a lot of money. More importantly, many analysts have conceded that Oracle has reached a point in its infrastructure deployment where it can mount a serious challenge to other providers and supply the needed cloud services for its ERP and cloud database businesses. [More...]

Thursday - December 13, 2018
with ascend wix is shifting its focus from content to crm
Wix has launched Ascend, a CRM suite consisting of 20 products, including tools for site promotion, cross-channel customer interaction management, intuitive search engine optimization, content creation for social media channels, lead capture, and the ability to respond to queries automatically. Its chat-centric interface allows real-time interactions with customers. [More...]

Tuesday - December 11, 2018
automated systems must continue to evolve after deployment to provide value
You can roughly chart a product's lifecycle based on how it is sold, and this may be having a profound effect on CRM. In general, product categories start with disruptions but commoditize over time, and because of this, the economy needs to be refreshed with new disruptions to drive it. Disruption dominates the early phases of category growth, and the best use case is not always apparent. [More...]

Thursday - December 6, 2018
Salesforce has announced the addition of IoT Insights to Field Service Lightning. The new tool permits signals from IoT devices to show up directly on Salesforce Service Cloud and Field Service Lightning mobile app consoles, alongside CRM data. Service organizations can draw on those IoT signals to anticipate and diagnose issues remotely, determine the source of the problem. [More...]

Wednesday - December 5, 2018
vendors that offer vertical crm must be willing to pivot in order to stand out in the marketplace
The hoopla over vertical market or industry CRM might be eclipsing a similar move that does the same kind of thing but with less fanfare. In the end, we might be discussing two iterations and just a difference of degree. The proliferation of CRM development platforms by companies like Microsoft, Oracle, and especially Salesforce, is changing how we regard core functionality. [More...]

Thursday - November 29, 2018
salesforce may be preparing for the day when software will become a utility
My only question about Salesforce's recent revenue announcement is why the company described the vast majority of its nonprofessional services revenues as "subscription and support." Proserv revenues were appropriately small, at $224 million, while subscription and support was $3.17 billion, or 26 percent more than the same quarter a year earlier. Nice going, by the way. [More...]

Wednesday - November 28, 2018
businesses need to develop products and services based on customer expectations and needs
From technology innovation to the workplace, the business landscape has been evolving rapidly, and companies now are tasked with adapting to fast change in a world of digital transformation. There is one element that will remain a constant requirement for success: meeting the needs of customers and delivering a quality experience. Nurturing customer relationships is vital for a company's success. [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.