Tools

INSIGHTS

Dreamforce Considerations

The Salesforce people whom I speak with are all heads down and breathing hard in the big push to Dreamforce. In other words, things are normal for this part of the cycle. The big questions for each show are, "What will the vendor emphasize this time?" and "Will that be a tone set for the industry fo...

HubSpot has rolled out platform integrations with Shopify and Workplace by Facebook, which are designed to support the marketing and sales efforts of small and mid-sized businesses. The Shopify integration lets e-commerce marketers sync specific merchant sales data from Shopify into HubSpot for use ...

"The rise of artificial intelligence, for sales teams both internally and externally, is the biggest trend in the industry," observed Rodrigo Vaca, vice president of marketing for CRM at Zoho. "If you think of CRM as the centerpiece for your company, and you marry that with the escalating amount of ...

Hootsuite on Monday launched Amplify for Selling, a mobile-first solution that helps sales teams succeed on social by generating leads and fostering revenue-driving relationships. The new tool is an extension of Hootsuite's Amplify employee advocacy product, which is focused on the business-to-busin...

McDonald's has begun testing new mobile ordering and payment functionality at 29 of its restaurants in Monterey and Salinas, California. It will expand the pilot to another 51 restaurants in Spokane, Washington, on March 20. The company will run multiple pilots to gather customer feedback, work out ...

Quip Adds Serious Muscle

Salesforce has announced new integrations for Quip, the collaboration startup it acquired last summer for $582 million. Quip, which operates independently, also added new capabilities to its product's existing feature set, which includes smart notifications, chat built into every document and spread...

Salesforce has released LiveMessage, a chatbot that lets enterprises users engage customers through messaging apps such as Facebook Messenger, SMS or MMS directly within its Service Cloud. Service agents can respond to customers on Facebook Messenger after accessing their records, for example, and t...

INSIGHTS

Harlequin Romances Customers

I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ideas that work really well, including emphasizing a consciousness of customer loyalty, keeping things simple, and focusing on personalizing relationships and engag...

The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet. It lets users direct-message team members and comment directly on any piece of content.

LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales ...

Microsoft on Monday made its Dynamics CRM Spring 2016 Wave generally available to customers. The application focuses heavily on machine learning and the Internet of Things. It offers field service and project service automation capabilities, as well as four preconfigured Web portal solutions for cus...

Apple on Thursday launched a Twitter channel to field support questions from users of its products, as well as to offer them tricks and tips. By Friday, the @AppleSupport account had 134,000 followers and had sent more than 3,000 tweets.

Twitter last week announced two tools designed to help businesses improve their customer service capabilities. One product would allow users to move from sending companies tweets to using Direct Messages, according to product manager Ian Cairns. Companies will be able to embed on their sites a Direc...

IBM on Monday announced new capabilities for its Connections business social network platform. The functions will let users customize communities by role or function, manage files with personal subfolders, and remain productive on the go with polls and surveys for mobile devices.

CRM Buyer Channels