Trends

A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in right now. As marketing leaders, it's an incredibly difficult time to direct our teams. Everyone is struggling to navigate our current situation. Yet, while we're all figuring out how to juggle emotions, families, d...

These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society. In economics we often see a disruptive innovation climb a ladder as it becomes something...

CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The ...

Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market -- ...

Customer service doesn't have to suffer while your company goes through a difficult transition. Now is the time to show your most valuable buyers how you'll keep them informed, updated and respected throughout this crisis.

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there we miss a lot.

Oracle and Zoom just entered a deal that for once is more about technological audacity than about dollars -- a partnership to host Zoom on Oracle Cloud Infrastructure. As important as this deal is for Zoom, by helping it to scale massively, the announcement also provides a concrete example of Oracle...

Consumers and companies worldwide have ramped up online ordering for software products and digital goods as they struggle to improve productivity and security while working remotely and spending more time at home. The sharp spike in online commerce aligns with the timing of the current global pandem...

The enterprise IT environment is complex. Many systems, technologies and practices that were developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the con...

Google soon will require all advertisers to prove their legitimacy, regardless of the advertising content. All advertisers will have to verify their identity, submit personal IDs and business verification documents, said John Canfield, Google's director of product management for ads integrity. Googl...

In contact tracing, Salesforce's core CRM technology is coming to the forefront. It has most of the big modules you might need to build a tracing app, a development facility for making customizations, and analytics to help identify patterns in the data.

With something like 380 websites being created every minute, building an e-commerce shop can be a daunting task. It's easy to look at all of the success stories out there and think, "How could I possibly be that lucky?" However, the opportunity for growth in e-commerce is not slowing down. E-commerc...

Retailers around the world are adjusting their business models in the face of COVID-19 social distancing requirements. Two consumer reports on shopping pattern changes during the pandemic offer two main findings: a) It is crucial for merchants to create ways to connect with new and long-term custome...

One topic that has a substantial impact on CX is the transformation of customer service operations using digital tools. Although it is often the engine room for driving transformation and change, it is met with limited success.