I was at a friend's dual celebration of birthday and wedding anniversary recently, and as part of the occasion someone had prepared two fantastic cakes, which were both amazing to behold and a delight to eat. While the appearance was all to do with the icing, the taste and nutrition were defined by ...
Salesforce.com is a top provider of CRM software in large part because its application is intuitive and easy to use and deploy. It is interesting, therefore, that many Salesforce.com users are opting for Salesforce.com Mobile because it is even easier and more intuitive to use than the desktop versi...
Social CRM has earned widespread appreciation as a real business tool. It's no longer an idea or a theory or a hunch. However, it's still a new idea, and many are approaching it with trepidation because its impact on the bottom line is not yet well understood. I don't believe there's a single set of...
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 ...
No self-respecting professional wants to be known as a paper pusher or bureaucrat, but it can be a hard label for them to avoid when they're managing projects. Projects create paper, or more specifically, they create documents. Whether those documents are paper or electronic, they can take on a life...
By this point, most businesses understand that they exist in a new reality -- the reality that allows customers to communicate with them and with each other in new, faster and in a more pervasive way. Some businesses are actually doing something about it, too -- hence, the emergence of social CRM, s...
A funny thing happened to open source CRM over the last few years: It stopped being all about open source and started being about delivering CRM -- at least, for some vendors. That shift makes sense. Customers of CRM products want applications that meet their business needs, not their desire to have...
Last week I looked at an interesting downside of social media. Social media makes it possible for anyone with very little effort to start a blog or social group that thrashes a vendor. Generally speaking, the people behind these sites have a gripe that has a fragment of truth in it, and it would b...
Less than 15 years ago, establishing a global presence was a conscious decision that a company made. It usually involved long and complex discussions about offices, physical presence and physical travel. With the advent of the Web, all of that changed in an instant. With the establishment of a websi...
Sybase has only recently formally entered the SAP corporate family. However, the two companies have collaborated on software integration projects for years: hence, the introduction of Sybase Mobile Sales for SAP CRM, a native iPhone app. When designing the app, Sybase took the iPhone user needs into...
On July 5, Pitney Bowes announced it had received acceptances for over 90 percent of the existing issued ordinary shares of Portrait Software, a leading provider of solutions that focus on enhancing customer relationship management systems and enabling clients to achieve improved customer retention ...
Customer service is being touted as a lot of things these days -- "the new marketing," "the new CRM," even "the new sales." That's all well and good, but many customers just wish customer service could be "the new, actually functional customer service." The situation isn't abysmal everywhere; there ...
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...
Oracle's 3-year-old lawsuit filed against the now defunct third-party software service provider TomorrowNow alleging "massive theft" appears to be heading for resolution with owner SAP admitting liability. However, the underlying issue that the suit touched upon -- how much support and maintenance a...
Zoho is poised, possibly this week, to take its BlackBerry CRM app out of private beta and make it generally available. It will be followed in the coming weeks by an iPhone app, which is in development now, said Raju Vegesna, evangelist for Zoho. The interfaces of the iPhone and BlackBerry apps are ...
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