Customers

The latest CRM trends "are part of the whole movement toward digitization of the workforce," said AvePoint CEO TJ Jiang. "We see much more integration and automation in the CRM space. We've been working, for instance, to digitize a social welfare organization, where caseworkers will go in the field ...

Enterprises have been warming to digital transformation, but it's crucial that they maintain a human element in their customer interactions, according to a study Verint published last week. Researchers surveyed more than 24,000 consumers and 1,000 businesses across 12 countries for the study. Organi...

This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doi...

Wells Fargo Bank will lose customers in droves because of the scandal over fraudulently opened accounts and other issues, based on the results of an online survey cg42 conducted last week. More than 85 percent of the respondents -- 1,500 primary customers of the top 10 U.S. retail banks, including 1...

The United States Federal Communications Commission on Wednesday announced that T-Mobile has agreed to a penalty of $48 million for misleading customers about restrictions on its so-called unlimited data plans. The company failed to inform subscribers to unlimited plans on its wireless networks and ...

Artificial intelligence and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. Both might be true. There definitely will be jobs that no longer make sense fo...

Microsoft last week shared new information about its upcoming Dynamics 365 cloud service: the addition of 100 new apps; the inclusion of Solution Integrator partners in Appsource; the division of apps and features into Enterprise and Business Editions, the latter for SMBs; and a new subscription mod...

"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive a...

Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your han...

The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on its users -- from the ability to outsource security and maintenance tasks to the avoidance of manua...

Salesforce last week unveiled the Salesforce Commerce Cloud, billing it as the fastest path to unified commerce. It's built on technology from Demandware; Salesforce completed its acquisition of the company this summer. Commerce Cloud enables brands to provide personalized experiences for shoppers a...

Salesforce has agreed to acquire its Marketing Cloud partner Krux, which offers a data management platform. Salesforce will pay $340 million in cash and issue between 3.4 million and six million shares of common stock to consummate the deal, according to documentation filed with the U.S. Securities ...

"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? W...