Mobile CRM

As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer experience at Cyara, how mobile CX is influencing...

More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gai...

Recent research shows that employees are well aligned with the directions and goals of their companies, and that they are competently led and respect their bosses; but the technologies they use leave a lot to be desired. This includes CRM, and too often the functionality that their currently install...

Getting a prospect on the line and talking to them directly matters. It's the ability to deliver the pitch with the right content, cadence, and care for your future clients' needs that makes a voice call so effective. It's not just salespeople who prefer a call -- 92 percent of all customer interact...

Accuracy means getting the right answer. Precision is about getting the right answer time after time. In a CRM situation an algorithm that gets the right answer is accurate and nice (we got the deal!) but if the business process supported by CRM has a lot of returns or unhappy customers, it's not ve...

Salesforce just announced it would buy Vlocity -- a startup with all the markings of a unicorn including a billion-dollar valuation -- for $1.33 billion. Vlocity was cofounded and led by David Schmaier, who was executive vice president at Siebel Systems in its go-go years. When Oracle bought Siebel ...

Your new salespeople have very specific expectations of how their workday should flow. These 20-somethings want to sign a contract poolside, then post about it on Instagram -- #workingpoolside, anyone? They want to approve a purchase order on the go as they head to post-work Pilates and pizza. They ...

For many years, one of the big concerns of the cloud software industry has been ensuring that the user experience was as good for enterprise software users as it was for consumers on big websites like Amazon. That has been a good motivator, because today's apps on both desktops and mobile devices ha...

Apriva has announced partnerships with AveriGo and Vagabond to offer innovative mobile shopping and payment solutions. Apriva offers an adaptive platform for secure mobile communications and omnichannel payments. Both its new partners are in the vending and F&B service industries. AveriGo offers...

Salesforce has announced the addition of IoT Insights to Field Service Lightning. The new tool permits signals from IoT devices to show up directly on Salesforce Service Cloud and Field Service Lightning mobile app consoles, alongside CRM data. Service organizations can draw on those signals to anti...

"The reality of relationships is that people buy from people they like, know and trust," said Nimble CEO Jon Ferrara. "In the old days, before we ever engaged in selling, we made a connection by looking at books, things on the shelves, that kind of thing. Today, we're doing that more and more electr...

A good way to understand what Salesforce articulated at Connections 2018 is to recall the direction it set a few years ago, when CEO Marc Benioff said the company would develop most apps for the small screen first. That was a concession that handheld devices would become the primary devices we'd all...

Nimble has released Nimble Mobile CRM 3.0, its contact and pipeline manager for mobile sales teams and professionals. Nimble Mobile CRM 3.0 unifies contacts from mobile, cloud-based and desktop records into one comprehensive relationship manager that surfaces the histories of conversations and provi...

"As services are getting more and more mobile, service needs to get mobile as well," said Tushar Makhija, vice president of revenue at Helpshift. "If you look at customer service over the last 10 to 15 years, first it was all about average handling time. If you grew quickly as a business, you needed...