CRM

We can at least prepare for an uncertain economic future if we remove the blinders that lead us to believe that tomorrow will be an exact replay of today. Profitability and more long-term thinking should go hand in hand. It looks like a framework for this is on the horizon.

A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.

Generative AI's appeal stems from the potential to lower costs (labor) while maintaining close customer relationships. Hence, CRM vendors are all over it, like junkyard dogs.

CRM powerhouse Salesforce joined the ranks of Google and Microsoft Tuesday when it announced its own generative AI technology to deliver personalized content across every sales, service, marketing, commerce, and IT interaction in every Salesforce cloud.

Salesforce’s quantum characteristics are largely due to its ability to let its machines generate some of its products, and that will continue.

It's vital to stay ahead of the activists and to act before they force your hand, even if the results will be very similar. Staying ahead means possibly keeping some activists off your board of directors.

DevRev is an API-driven, developer-first CRM platform for product-led SaaS companies that merges customer support conversations and tickets with developer issues and product enhancements.

Attention retailers! Are your stores ready to get phygital? A successful phygital retail strategy blends the useful elements of the in-person customer experience into the digital sphere interchangeably.

Activist investors frequently, but not always, strip a company of its equity, load it with debt, and cast it off, a quivering hulk of a once dynamic company. It's too early to say this fate awaits Salesforce, and it's important to see the process work out because there is some truth in the need for ...

Zoho Desk provides impressive agent productivity and happier customers because its "blended conversations" drive solutions and keep waiting times minuscule.

The model for success in CRM always went through first helping customers do right by their customers, but then also helping the second generation of customers help their customers in turn, and not just customers but stakeholders -- employees, partners, localities -- all of them.

The need for greater spending control in a tough economy, plus bulging inventories of best-of-breed apps, suggests that 2023 might be challenging for smaller CRM vendors.

Implicit in the failure idea is that you succeed now and then, and it’s only to get to the successes that we seek fast failure. If it ain’t gonna work, let’s be done with it and try something else.

Maybe it's time to reinvent the corporate research lab for IT in the 21st century. If Salesforce isn't a good pick to bring back the corporate research lab, I don't know who could. I think Bret Taylor could run it, which might be a greater use of his prodigious talents.