Software as a Service was designed to be a more convenient way for businesses to implement enterprise applications. However, on the vendor side, the new distribution approach complicates matters in the sales department. Traditionally, a salesperson would sell clients on-premise software packages tha...
Corresponding with the rise in all forms of social media has been a growing fascination -- to the point of obsession on the part of some marketing VPs -- to find their markets' key influencers. I got to thinking about this after watching the movie "Elf" over the holidays. The character of Miles Finc...
Analyzing data from more than 170 survey respondents from various global organizations, Aberdeen highlights how Best-in-Class organizations are instituting well-defined service level agreements as part of a holistic approach to their BPO initiative not only to decrease expenses, but also to realize ...
I own an iPod. Do you? If so, do we have anything in common? Apple is hoping that we do, and it's providing plenty of room for us to find out at the iTunes Store. There, music lovers can write and read reviews of artists' recent, and not-so-recent, releases. Perhaps more commercially important, they...
B. Joseph Pine II has been interested in the vendor-customer relationship for a long time. Pine and his partner, James H. Gilmore, have written numerous books and articles that lie at the heart of the CRM approach to business. Together they have written The Experience Economy: Work Is Theatre &...
On New Year's Eve, Richard Rabins, cofounder of Alpha Software, posted a thank-you to readers on his blog. "Your suggestions, advice, criticisms, peer support and sweat equity were crucial to expanding the Alpha Five universe in 2007," he wrote. "Every new application you deployed, every peer you s...
The new year is here and marketers are putting the finishing touches on their budgets and plans for 2008. However, before we move forward, there are some trends from 2007 that are worth continuing in the coming year. One trend that is top of many minds is the increased focus on customer relationship...
Return on investment figures for a Software as a Service implementation can be surprisingly difficult to generalize. One measure often cited in the industry is that one year is a reasonable period in which firms can expect to see a project deliver returns, with the larger-sized investments bringing ...
2006 was the last year e-commerce vendors introduced new functionality to their Web sites that were visible to consumers, such as better search features and click-once-to-buy shopping carts. Coincidentally or not, it was also the last time aggregate customer satisfaction with online retailers regist...
Was it the "Year of the Frustrated Customer?" Here are a few highlights: Airline passenger complaints to the U.S. Department of Transportation were up 70 percent, as last summer saw the worst delays in 13 years of record-keeping; Verizon was ordered to pay $1 million to customers the company termina...
The pressure to increase top-line revenue growth is uniting sales and marketing executives to focus resources on aligning their two groups. In October, Aberdeen Group surveyed over 250 companies to identify the strategies, capabilities and enablers that Best in Class companies are using to improve s...
In the ultimate game of bait-and-switch, several Web sites try to pass off a bot as a bod. That is to say that Live Chat is offered to users, but there's no flesh-and-blood person on the line, there's only a chat bot making a robotic guess at what the user might want to know. Few are fooled by the s...
The familiar adage that the consumer is always right has taken on a new meaning in the Internet age. Rather than talk with a store manager, consumers are now making their feelings about different products known on message boards and blogs. "Many companies tried to ignore the online forums, but most ...
It is difficult to avoid the talk of a potential recession in 2008. Even firms whose product set or market niche are well-suited for tight times don't like the thought of slow sales and bleak economic forecasts. RightNow Technologies, an established Software as a Service CRM vendor, is one of those ...
John Roberts, chairman and CEO of SugarCRM, is no stranger to the proprietary software that delivers most of the CRM functionality in the market today. The Washington, D.C.-native moved to Silicon Valley in his twenties and spent 12 years in the "trenches" as he puts it, developing products for ente...
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Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
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Who or What Just Bought That? AI Agents Are Rewriting Digital Identity
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Revenue Tech Stack Sprawl Slows AI Adoption
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AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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Workbooks Takes On CRM Giants With Plain-English AI
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