If you are a Boston Red Sox fan who splurges on luxury seats, don't be surprised if the organization suddenly seems much more familiar with your tastes and preferences. Last year, toward the end of the season, the team deployed parts of Green Beacon Solutions' Sports CRM app, which is based on Micro...
Last week, after dropping off my Prius at the dealership for routine service -- as I've done regularly since I bought the car in 2007 -- I ambled over to the shuttle stop for a ride home. "Where you headed?" barked the driver, never raising his head from his newspaper. I recognized him -- he'd drive...
Let's face it, even though it's 2012 and the recession technically ended in 2009, we're not out of the woods yet. If anything, this recession has made businesses of all sizes think critically about their processes and optimize their current resources to maximize efficiency. HR processes are no exce...
There's been a lot of activity on the Web and in our industry in the last week, and I thought it might be fun to try and tie at least some of it together. Much of it in one way or another involves Facebook -- or "FB," as the proposed ticker symbol suggests. It's widely assumed that its IPO will mak...
Microsoft has taken the wraps off of its forthcoming service update to Microsoft Dynamics CRM, which will be released in Q2 2012. The service update will build on Microsoft's rollouts last year in such areas as social CRM and mobile. "We are on the path to deliver a significant new set of capabiliti...
TeleTech has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, and Yesmail has announced the release of its "Look Book" in celebration of its recent awards for mobile-scalable email design. Meanwhile, West Interactive has rele...
Salesforce.com unveiled a new customer service help desk tool this week. Desk.com works with customer requests delivered over a social network. It is the byproduct of Salesforce.com's acquisition of Assistly last year. However, it is no mere product integration, said Alex Bard, former Assistly CEO a...
CRM applications are generally not the sources of the problem -- it's those pesky humans, who have remarkably unfettered imaginations when it comes to finding ways to misuse or underutilize their CRM applications. Here are three recurring misuses of CRM that are head-slappingly common
Oracle has closed on its $1.5 billion acquisition of RightNow, developer of a cloud-based customer self-service application. Oracle announced the deal in October 2011. For Oracle, the deal makes eminent sense: It fills in a missing gap in its cloud-based CRM functionality and gives it a broader base...
At the National Retail Federation's annual convention,Retail's BIG Show 2012, Epicor debuted its latest mobile offering: the Epicor Retail Clienteling application. It is an add-on for Epicor's existing CRM app, said Dave Burton, product director of CRM services -- meaning a retailer has to be an Epi...
The way the concept of CRM is defined during the sales process can sow the seeds of its ultimate failure. Because the decision makers are often sales managers rather than actual salespeople, the pitch is usually made that CRM makes it easier for the managers to manage their sales staff. Which is tru...
My Aussie friends have an interesting saying that seems part compliment and part benediction: "Good on you." They pronounce it with an accent on the second word so that the phrase becomes a single word in the mouth, more like "goo-don you." At any rate, good on you. Last week's smackdown of the PI...
CSC and Infovisionix announced a new agreement at Retail's BIG Show 2012 in New York City. Under the agreement, Infovisionix's suite of retail reporting and analysis tools will be incorporated in CSC's Retail Enterprise Intelligence offering. The new capabilities will help retailers understand and i...
This was a big week for the Nasdaq-listed Blackbaud: The company announced its plans to acquire Convio, which offers a fund-raising application for nonprofits, for $275 million. The feature sets of the Convio application and Blackbaud's CRM software for the nonprofit space are complementary, to a la...
I'm ensconced at the Swan and Dolphin Hotels at Walt Disney World in Orlando this week for IBM's concurrent Lotusphere/IBM Connect shows, and all the announcements here paint the picture of a company and a partner ecosystem that is going all-in on collaboration. Big Blue's fuddy-duddy reputation is ...
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