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The Vision Thing

 September 15, 2017

Salesforce earlier this year introduced its Einstein Vision capability, an idea with a lot of promise but not a great deal of precedent. Who had applications that could see, and how would this be used? For decades, we've been content with scanning documents and analyzing them with optical character recognition tools, or we've used bar codes and QR codes --...

Survey: In-App Customer Support Is a Winner

August 23, 2017

Consumers want mobile apps with good in-app customer support, suggest results of a survey Helpshift released last week. Radius Global Marke...

CRM Health Check

August 18, 2017

As an industry, CRM continues to grow and shower benefits on its users. It's hard to imagine that some businesses still don't use some form...

Hootsuite Adds New Social Selling Tool

June 21, 2017

Hootsuite on Monday launched Amplify for Selling, a mobile-first solution that helps sales teams succeed on social by generating leads and ...

LinkedIn Burnishes Sales Navigator for the Enterprise

March 23, 2017

LinkedIn has launched an enterprise edition of its Sales Navigator product that lets users send 50 emails on LinkedIn a month; adds Single ...

McDonald’s Puts Mobile Ordering to the Test

March 16, 2017

McDonald's has begun testing new mobile ordering and payment functionality at 29 of its restaurants in Monterey and Salinas, California. It...

Social Marketing Grows Up

February 23, 2017

Before there was experimental data to support various contentions, it made perfect sense to believe that the likes and endorsements posted ...

Quip Adds Serious Muscle

February 9, 2017

Salesforce has announced new integrations for Quip, the collaboration startup it acquired last summer for $582 million. Quip, which operate...

Calling Facebook Customer Service? Beware of Fraudsters

February 2, 2017

Googling for a Facebook customer support phone number may connect users with fraudsters. A fraudulent number reportedly appeared not only a...

Top CRM Blogs of 2016: Countdown, Part 2

January 24, 2017

There's something to be said for consistency. Baseball Hall-of-Famer Tony Gwynn hit over .300 19 years in a row. The swallows have returned...

Clarabridge Delivers Retail Banking Package

January 17, 2017

Clarabridge, which offers SaaS and on-premises software products designed to help companies improve their customer experience management, o...

Eagle Creek CRM Director Sandeep Kadam: What Today’s Customers Want

January 10, 2017

Twenty years ago, CRM "was more of an inside-out technology," recalled Sandeep Kadam, director of CRM at Eagle Creek Software Services. "It...

Customer Service Takes a Turn

January 4, 2017

It's widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent w...

Engagio CEO Jon Miller: How to Land a Whale

January 3, 2017

"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing ...

Salesforce Releases Texting Customer Service Chatbot

December 14, 2016

Salesforce has released LiveMessage, a chatbot that lets enterprises users engage customers through messaging apps such as Facebook Messeng...

Fact-Checking Social Content

December 1, 2016

There's an argument that it's not Facebook's job to fact-check the growing flood of fake news coming at us through its portal. After all, F...

Harlequin Romances Customers

September 6, 2016

I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ide...

Salesforce Gets a Grip on Quip

August 2, 2016

Salesforce has agreed to acquire Quip, Quip CEO Bret Taylor and Head of Product Kevin Gibbs announced Monday. Quip lets users manage live d...

Xactly CEO Christopher Cabrera: Understanding CRM’s Boundaries

July 27, 2016

It's important to recognize that "CRM is growing up," said Xactly CEO Christopher Cabrera. "It's becoming more useful to the CRM user, who ...

LinkedIn Spiffs Up Sales Navigator

July 22, 2016

LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accou...

Zendesk SVP Matt Price: CRM’s Super-Exciting Road Ahead

July 12, 2016

The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the consciou...

Salesforce VP Lynne Zaledonis: Intelligence Is the Next Generation of CRM

June 28, 2016

Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer...

Social’s Turning Point

June 24, 2016

Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. Ellen Levy reported that th...

The Microsoft-LinkedIn CRM Connection

June 14, 2016

With its $26 billion purchase of LinkedIn, Microsoft may be setting itself up to tackle Salesforce head-on for CRM dominance. The purchase ...

Microsoft Dynamics Rides the IoT Wave

May 25, 2016

Microsoft on Monday made its Dynamics CRM Spring 2016 Wave generally available to customers. The application focuses heavily on machine lea...

A Future Without Work?

March 17, 2016

Periodically, a blatantly silly idea gains currency, spreading throughout society, and it has one of two effects: Either it scares the heck...

IDC Offers Insurance Companies New CRM Vision

March 16, 2016

IDC Health Insights on Monday outlined best practices for customer engagement strategies to help health insurance companies adopt a semiret...

Generation Customer: Defined by Attitude, Not Age

March 7, 2016

I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millenn...

Apple Geniuses Flock to Twitter

March 4, 2016

Apple on Thursday launched a Twitter channel to field support questions from users of its products, as well as to offer them tricks and tip...

Twitter Puts Some Eggs in Customer Service Basket

February 22, 2016

Twitter last week announced two tools designed to help businesses improve their customer service capabilities. One product would allow user...

IBM Expands Social Business Capabilities

February 3, 2016

IBM on Monday announced new capabilities for its Connections business social network platform. The functions will let users customize commu...

Sprint to Lay Off Thousands of Customer Service Reps

January 28, 2016

Sprint plans to lay off about 2,500 employees, including five vice presidents, according to news reports this week. About 2,000 of the cuts...

The Top 20 CRM Blogs of 2015, Part 2: The Top 10

January 25, 2016

Almost a decade ago, the first edition of this list was tough to compile. There simply weren't that many CRM blogs that were consistent (we...

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Marketing

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Products

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Dreamforce Observations

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Vendors

 Vendors

Salesforce Is No Longer Just a CRM Company

Where Does Oracle Go From Here?

Next Step in the Birth of an IT Utility

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