CRM

Salesforce isn't waiting for Dreamforce to begin the drumbeat over its artificial intelligence offering which is -- or will be -- called "Einstein."

Most customers aren't eager to look under the hood to examine the processes underlying their experiences, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing abo...

We've seen a rapid progression from conventional software bought through a license to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. I am not a big fan of zero marginal cost economics, in which prices drop to zip because buyers take into account ...

The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet. It lets users direct-message team members and comment directly on any piece of content.

Oracle has entered into a definitive agreement to acquire NetSuite -- the company its former chief marketing officer, Zach Nelson, cofounded in 1998 -- for $9.3 billion. NetSuite offers various software packages as cloud-based services, including ERP, accounting, CRM and sales force automation. What...

LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales ...

The platform land rush is definitely on. You can't swing a dead cat, as the saying goes, without finding an announcement about some new platform or some established vendor's attempt to enhance its existing platform. Some sorting out seems to be in order. What's not a platform these days? Well, if it...

CRM often is described as a discipline and a technology that will transform the entire business. Sales and marketing can get on the same page, support will have visibility into what sales and marketing are doing, and every interaction can be captured and used to create a complete and comprehensive v...

The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships ...

This summer has started out to be anything but a somnolent day at the beach. The Brexit vote for the UK to leave the EU is enough to disturb your slumber, and that's not the only thing on the plate. To be frank, it appears we are at one of those major historical transition points that might happen a...

Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer, companies need to understand that the new cloud, mobile and social world we find ourselves in "has produced trillions of pieces of customer data, and it's tota...

Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. Ellen Levy reported that the deal can boast a number of superlatives if you look at it right: the largest sale of a consumer Internet company in history; the largest sale of an enterprise ...

Salesforce held TrailheaDX last week -- its first event just for software developers. The company previously relied on special sessions at events such as Dreamforce to educate developers, but its declared intention to train up to 100 million of them in its Lightning development environment dictated ...

I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people are really quite good. They know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between ...