CRM

The buyer-seller relationship we most often think of is one in which all the responsibility is loaded on the seller. The seller convinces the customer to buy, then provides support and further marketing to keep the customer loyal. Not every selling relationship works this way, however. When both end...

Seeking a competitive edge? In any economy and any market, customer service is the key. No matter what your business, if you have one competitor or 100 selling the same product or service, you can tip the scales in your favor by offering a higher level of service. Customers will drive farther, wait ...

Email marketing will be a key strategy in retailers' advertising playbooks this holiday season, but not just any email. Increasingly, it is becoming clear that more consumers are reading emails via their mobile devices -- in many cases, only that way. They are also using their mobile devices in stor...

OK, we survived Dreamforce and that has enabled us to limp home exhausted by all the information we accumulated and the parties we attended just in time for the holidays. I have a lot of thoughts about the show. If I try to share most of them, the result will be a stream-of-conscious rant that wil...

Zoho recently deepened the functionality in its CRM suite and upgraded Zoho Support with high-end and high-capacity telephony and mobile-app features for large businesses. The moves are part of the company's strategy of migrating upstream to service a larger customer base. "Zoho started off marketin...

There's always a lot to digest after Salesforce.com's annual bacchanalia, Dreamforce, which drew 135,000 registrants this year. Some of it is about Salesforce's announcements, but a lot more of it is about the implications of those announcements, the people who attend, and what goes on around the sh...

The story of this year's Dreamforce might best be told through the partner community and AppExchange, and that makes it a story about the platform. Appropriately enough, Salesforce teed up the platform topic in Chairman and CEO Marc Benioff's Tuesday keynote and the press conference immediately foll...

Building on the B2B targeting and personalization ad platform it launched about a year ago, Demandbase last week debuted a new ad tool called "B2B Retargeting." Like the Company-Targeted Advertising solution Demandbase launched in 2012, B2B Retargeting is a rare breed of online ad software in that i...

Ask prospective buyers of CRM software what they're most interested in, and you'll probably get a mix of variations on the following three themes: "I am not sure about the deployment model yet, although I have heard good things about the cloud"; "I know about the benefits of using an integrated suit...

There's one thing in the post-industrial world that's never affected by economic slowdowns, changes in customer preferences, or technological advances. In fact, production of this commodity seems to pick up when there are disruptions, and each year an increasing quantity is produced, regardless of m...

I had an interesting conversation last week with Eric Berridge, CEO of Bluewolf, about a new report his company sponsored, "The State of Salesforce." Researchers from MIT's Sloan School interviewed hundreds of Salesforce customers to learn about their attitudes, opinions and future demand. Parenthet...

Before speaking with a reporter recently about the latest upgrade to his company's CRM platform, Nimble CMO Eric Quanstrom ate his own cooking, so to speak: that is, he used Nimble to learn as much about her as possible. A few keystrokes later, he knew where she went to school, her hometown, other b...

CRM technology often gets blamed for the failure of customer initiatives -- and sometimes it's deserved. In many cases, though, the technology works exactly as advertised -- as far as technology can work. Still, CRM is a discipline, not a technology -- the technology merely helps business scale up t...

Now that mobile app developers have the basics of user-friendly design down, we've moved into the m-commerce industrial age, according to Pradeep U.N., Symphony Teleca's vice president and global head of design and innovation. Specifically, the mobile app vendors and retailers that rely on this chan...

ZipRealty recently released a mobile CRM app that complements its custom-built Zap online CRM system. While the mobile version, dubbed "mobile Zap," has the same functionality as its online desktop counterpart, it was designed with an eye to accommodating real estate agents' on-the-go schedules, sai...