Automation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness. One is providing effective customer service by having the ability to respond to every customer’s unique issu...

Businesses across all industries are competing in the experience economy. The best way to stand out from the competition and retain customers is with optimal customer experiences, according to cloud technology firm Oracle. While this sounds simple, differentiation is a daunting task for many busines...

INSIGHTS

CRM’s Virtuous Circle

First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a...

One of the big marketing decisions confronting e-commerce vendors today is whether current performance is good enough. Online vendors need to consider their customers' shopping experience in order to assess existing barriers to stronger shopper responsiveness to digital storefronts. For retailers wh...

INSIGHTS

Dreamforce and Beyond

Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver real information. These announcements provide an in...

ANALYSIS

Where to in 2021?

The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, when we were just dabbling with mobility and social m...

Today, change feels more common than stability. On top of all the uncertainty, sales professionals face increased demands while rebuilding the pipeline. Yet it's clear that there is still business to be won. But first we must assess the new realities this pandemic has brought on. Here are five ways ...

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...

ANALYSIS

It’s Still a Young CRM Market

The IDC CRM market share numbers are in for 2019. For the seventh consecutive year Salesforce leads the pack, this time with 18.4 percent of the market. Other big vendors trailing the leader include, SAP, Oracle, Microsoft and Adobe. After 25 years of competition, the runners-up have a combined sha...

RESEARCH

Improving Company Performance

A recent study found that businesses across North America are led well and staffed with people who are engaged in what they're doing. But technology is barely adequate -- and because of this, managers should devote their attention to improving systems whenever they think about how to improve overall...

INSIGHTS

Cultural CRM-ization

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people foll...

EXPERT ADVICE

How Social Selling Changed the Buyer’s Journey

Social selling has changed how online consumers are interacting with and buying from e-commerce businesses. Why? Because it's had a huge impact on the buyer's journey as a whole. Today, we live in a digital world, and this means the consumer has the upper hand, thanks to the growth in e-commerce and...

There were 4,521,480,071 Internet users as of Dec. 1, 2019. A month later it was closer to 5 billion users. A decade ago there were fewer than a billion social network users. That's worldwide. That user growth has been a leading indicator of the rise of alternative social networking platforms. Marke...

Marketing automation isn't a thing of the future -- it's very much a part of the here and now for small and midsized businesses across the world. However, many are unaware of a variety of marketing automation tools that can help SMBs reach customers in a timely and effective way. In order for SMBs t...

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