Products

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

INSIGHTS

A New Era of Customer Service

Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.

INSIGHTS

Landing Intelligent Customer Service

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too.

Sooner or later, small-to-medium-size businesses engaging the e-commerce market and looking to grow must buy into a more workable solution for the demanding customer experience. StoreConnect and Salesforce transform SMB e-commerce by improving customer experience and enabling scalable growth.

SugarCRM is incorporating predictive AI to enhance its CRM capabilities, offering sales agents data-driven insights for more effective decision-making.

INSIGHTS

Beyond AI at CloudWorld

Last week, I was all over Oracle Cloud Infrastructure (OCI) like a junkyard dog. In the quarter-mile race that is the software industry, I have to say that from a standing start, Oracle has done quite well.

Oracle unveiled AI-driven enhancements at Oracle CloudWorld 2023, aiming to optimize CRM and customer experiences through generative AI technologies.

Oracle is announcing that it has added AI in critical spots like Intelligent Sales Orchestration, Guided Campaigns, AI-Powered Account Linking, and more. All of it is intended to help sellers do the right things with the right customers at the right time.

INSIGHTS

Einstein 1 and the Big Shift

Salesforce is coming very close to being able to say that regardless of what incumbent software vendors are already in a business's portfolio, Salesforce should be there, too.

INSIGHTS

A Look Ahead at Oracle CloudWorld

A preview of Oracle's CloudWorld, exploring AI advancements, kinetic data, and how emerging tech could reshape industries and create new opportunities.

The latest entry-level offering that provides all-in-one functionality is called Salesforce Starter. It seems like a good first step for a small business, but especially for small businesses that want to get large.

Small and mid-sized businesses in the e-commerce space have long struggled to compete with the might of retail giants. Now, generative AI is emerging as a cost-effective solution that could level the playing field.

INSIGHTS

Oracle Advances

Last week's announcements from Oracle mark a revolution in hardware unseen since the standardization of the PC, making hardware sexy again.

Modernizing customer relationship strategies for some companies means refining their CRM platforms to encourage customer loyalty. Today, the customer experience journey can no longer fully succeed without bringing social media channels into the mix.

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