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...

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...

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 ...

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.

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.

Last week at Lenovo Tech World 2021, the company announced a vision for a wearable solution that could not only transform how we work, but where we work. Let's talk about this new wave that Lenovo is driving. Then we'll close with my product of the week, the new ThinkReality A3 Smart Glasses.

Esports has grown into a major industry that shows no signs of slowing momentum. Indeed, the esports ecosystem is on pace this year to surpass $1 billion in revenue for the first time. We spoke with several esports aficionados to hear what they had to say about the evolution of esports, what's drivi...

YouTube has taken a backseat to TikTok when it comes to average engagement with Android users, according to a report from a mobile market watcher. During the 11-month period between August 2020 and June 2021, TikTok's Android app has surpassed YouTube in the United States in the average monthly time...

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 ...

Organizations are taking advantage of online learning platforms to provide fast and cost-effective knowledge transfer, to and from anywhere in the world. We spoke with several experts in the field of learning management systems to get a sense for what's happening with e-learning in the business sphe...

I recently met a young lady with an education degree who is frustrated that her younger siblings are far more prosperous than she is. She's planning on getting an MBA to pivot her career and hopefully position herself for a more prosperous future. Let's talk about that. Then, I'll close with my prod...

Imagine finding out that your neighbor's identity was stolen and their life savings cleaned out by criminals who entered through their 'smart' washing machine. Ridiculous, you say? Well, have you checked your home Wi-Fi network lately? You might have several connected household gadgets and other dev...

To fix the problem Facebook is trying to solve requires — and this is where the irony comes in — a social network, which Facebook’s collaboration failure showcases it is not.

INSIGHTS

Next Normal, Too Soon?

It isn't just the pandemic that's shifting society; other macro events add an important dimension and all of it influences the direction of CRM for the foreseeable future. But a key question looms: Are we still too close to these events to be able to make sensible predictions about how and where we...

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

CRM Buyer Channels