The Columbus Blue Jackets are a team in the National Hockey League, which means their revenue stream thrives -- or dies -- on how well they can sell tickets. The team has an extensive and sophisticated sales operation that fields nearly 300 calls per day. However, the team wanted tech support for it...
A friend of mine bought a car that is, to be honest, a lot more than he really needs. It has all the bells and whistles, wrapped in a lovely paint job and a plush leather interior. Yet every time I ride in it, I discover something that he's overlooked. Yes, Randy -- this would be where you plug in y...
You can gauge the success and financial health of almost any company by looking at revenues. At least this is true in the short term. Since revenue is a lagging indicator -- with the exception of monthly recurring revenue that subscription companies measure -- it only tells you where you've been, ...
FirstRain, an analytics software company that provides personalized, real-time customer intelligence to sales and marketing professionals, has announced the launch of the first Enterprise Customer Intelligence System. The system delivers targeted customer, prospect and industry intelligence directly...
Bank of America appears poised to ignite the wrath of its customer base once again by introducing a new fee structure for basic checking accounts. The company reportedly is readying changes that will require users of basic checking accounts to pay a monthly fee. If the customers agreed to bank onlin...
In this era of social media, the Dunbar Number has been the subject of considerable debate. For those of you who don't run in evolutionary anthropology circles, the Dunbar Number is a concept created by Robin Dunbar, the director of the Institute of Cognitive and Evolutionary Anthropology at Oxford ...
Salesforce.com hit it out of the park with quarterly earnings for its fiscal fourth quarter and full fiscal year, which ended Jan. 31, 2012. Total Q4 revenue was $632 million, an increase of 38 percent on a year-over-year basis, topping the $624 million expected by analysts. For the full fiscal year...
When Microsoft's next service update to Microsoft Dynamics CRM is released in Q2 2012, users who rely on its business intelligence functionality will be in for a pleasant surprise. Microsoft has ratcheted up the BI functionality significantly, providing more options on how to view, present and inter...
I have a lot of fun writing about CRM -- the ideas, the tools and how they're brought together as a coherent strategy. CRM is a foundation on which to build relationships, layer on additional sales and support tools, and create a customer-centric business. But this foundation needs a foundation. Aft...
I spent the best part of last week cruising up and down Silicon Valley, checking in with customers and would-be clients. The consensus from this non-scientific survey is that business is better than OK, and most people are expecting this year to be the best in a while. Of course, there is a cloud ...
Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one ...
Nimble has introduced a new Software as a Service social CRM platform designed to enable social engagement. Nimble 2.0 empowers companies to get closer to their customers through listening and engagement, helping them turn their social communities into customers for life, according to the company. F...
Three years ago, the University of the Sciences in Philadelphia was at a crossroads with its constituent relationship management system. The system it was using at the time, based on Unidata, was decades old, said Necie Steward, director of advancement services for USciences. The provider was planni...
My childhood birthdays and Christmases had a few eternally repeated phrases associated with them: "Happy Birthday," "Merry Christmas," and "He'll grow into it." The latter one was always perplexing to me. The volume of oversized clothing I received as a kid from aunts, grandparents and family frien...
Last week Oracle bought the HR SaaS company Taleo for $1.9 billion, which to me means it's time to do you-know-what to the fire and call in the dogs. This hunt is officially over and out. The hunt in question is for legitimacy and primacy of the SaaS and cloud computing model. Many people would ar...
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Who or What Just Bought That? AI Agents Are Rewriting Digital Identity
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Workbooks Takes On CRM Giants With Plain-English AI
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