NetSuite CRM+ is a customer relationship management tool that provides users with more than just standard customer service functionality. NetSuite's system gives users the capability to run their entire business by providing a single view of the customer. "NetSuite provides a complete business manag...
Among the many announcements that will no doubt be emanating from Salesforce.com's Dreamforce conference next week will be this: TreeHouse Interactive, a SaaS partner relationship management provider, will join AppExchange. When it does, it will provide the first independent PRM offering on the site...
It's always fun to see the flood of articles this time of year about the holidays. "Is Your CRM Ready for Christmas?" the headlines knowingly ask. "Are You Facing a Christmas E-Commerce Customer Experience Crisis?" "The Holidays: Will You Survive? Will Your Family Survive?" OK, I stole that last one...
Social media have practical applications throughout the buyer cycle for corporate and retail customers. The first step in this direction is to get familiar with social media and then connect the channel with CRM processes. There may be challenges in seamlessly integrating the social media channel wi...
Well, that was interesting. 2010, that is. When I started doing a year-in-review column, there was an emphasis on quantifying accomplishments -- tangible things that somehow added up to the year in review. But with the economy still lurching and not many major accomplishments, I thought I'd try so...
Social media is clearly becoming the next-gen customer engagement channel of choice for industry. The banking industry is likely to be the frontier in adopting next-gen technologies, including social-networking-enabled business processes. The banking industry has two important classifications based ...
Nutshell CRM officially launched earlier this month. It is, like many startup CRM applications, focused primarily on the sales piece. Nutshell is quite different from other CRM startups in one respect: It is focusing on a long-ignored niche -- the mid-sized company. "There are different consideratio...
I feel like social CRM has become a burger joint. "You want fries with that?" is the traditional up-sell question made famous in skits and jokes, but now I feel like we need to ask something akin in social CRM. The revised question: "You got any data to go with that?" To date, the lion's share of ...
Last week in New York, I began some field research in social CRM that will result in a longer paper later this fall. One of the things that interested me was the level of frustration and, well, anger that some customers have for some of their vendors. It's a mixed bag, really -- some people take gr...
Dreamforce, Salesforce.com's annual user meeting and thought leadership confab, is two weeks away, and the anticipation for this event is palpable. In a tough economy, people are looking for the company to do some magic and lift our spirits. The company did a smart thing by turning on its new colla...
TCO is a financial estimate that helps enterprise managers determine direct and indirect costs of a system. TCO goes beyond the initial purchase price or implementation cost to consider the full cost of an asset over its useful life. TCO and ROI are frequently confused and misused, but they actually...
Salesforce.com's Service Cloud 2, a Web-based platform designed to help companies handle their customer service needs, includes integration with Salesforce Chatter, the service provider's new real-time collaboration tool. "Service Cloud is the fasting-growing product offering," said Fergus Griffin, ...
Salesforce.com is planning to release a free version of its real-time social collaboration application and platform, Chatter, according to comments CEO Marc Benioff made during the company's recent earnings call. Specifically, the company is working on "a kind of virally based" product, he said. The...
Salesforce.com stock shares soared 17 percent Friday morning to an all-time high in response to its fiscal third-quarter earnings report released Thursday afternoon. In the report, Chairman and CEO Marc Benioff said he believes the company will reach $2 billion in revenue in fiscal 2012, making it t...
Selling teams continue searching for ways to reduce the amount of time sales representatives spend uncovering relevant company or contact information before following up with the leads introduced to them within the pipeline. In December 2009 and January 2010, Aberdeen surveyed more than 500 executiv...
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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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