This year we traded in terminologies going from big data and analytics to digital disruption as the market-moving meme. I am not sure either one hits the spot, but they give me something to write about. Other things happened in 2015 too, but I'm just going to focus here. It seems to me we focus on the symptoms and no...
The end of the year brings out some interesting goodies from various workshops competing with Santa for big kids' attention. Some of it is pretty good stuff. Here's a sampling of the best end-of-year product announcements from the cloud community designed to put you in the post-holiday, already-back...
The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast. The irony is that businesses often start out...
Microsoft this week released Dynamics CRM 2016 in CRM Online and on-premises versions. Built-in intelligence is a key feature of the package, which is available in 130 markets and 144 languages. It leverages the Cortana Analytics Suite's advanced analytics and machine learning capabilities. Intellig...
Customers always do what they're supposed to do. If it's not what vendors want them to do, then it's likely because vendors haven't figured out how to ask the right question
Despite all the talk about the customer journey, the increasing use of CRM, the omnichannel approach, and the seamless customer experience, stores still don't have technology down pat for the holiday rush, according to the "2015 Connected Shoppers Report" Salesforce released last month.
The term "customer experience" flows from the lips of business people so smoothly these days. Its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve ...
Here's a bold proclamation: Internally-developed IT software is a decelerator to business. When the need is specialized and you have a fully staffed IT team, there's a natural temptation to put everyone to work on a custom development project. For today's companies, however, this is often the slowes...
Salesforce shares rose to an all-time high Thursday, after the company reported better-than-expected revenue during the quarter and raised earnings estimates for 2016. Salesforce on Wednesday reported earnings of 21 cents a share and a revenue increase of 24 percent to $1.71 billion, compared with...
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care...
Hootsuite on Tuesday announced an integration with Microsoft Dynamics CRM, Microsoft SharePoint and Microsoft Yammer. The collaboration will let enterprises use social content in meaningful ways for social marketing, social selling, social customer support, and internal collaboration, noted Kevin Z...
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the re...
Salesforce on Thursday announced the integration of Desk.com and SalesforceIQ to better let SMBs tie customer service with sales. Desk.com is the company's all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature uses data science t...
Microsoft last week revealed some new details about Dynamics CRM 2016, emphasizing functionality designed to empower customer service agents. It will be released in both cloud and on-premises versions in Q4, said Bill Patterson, general manager of Microsoft Dynamics. It will be available as a standa...
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https://www.crmbuyer.com/story/enterprises-are-trading-press-one-for-crm-native-ai-agents-177614.html
Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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https://www.crmbuyer.com/story/ai-in-customer-service-efficiency-gains-workflows-still-fractured-177618.html
AI in Customer Service: Efficiency Gains, Workflows Still Fractured
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https://www.crmbuyer.com/story/silent-churn-is-the-biggest-customer-support-risk-177596.html
Silent Churn Is the Biggest Customer Support Risk
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https://www.crmbuyer.com/story/why-googles-universal-cart-means-brands-must-sell-to-ai-not-humans-178630.html
Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
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https://www.crmbuyer.com/story/adobe-positions-itself-as-the-ai-control-layer-for-cx-180293.html
Adobe Positions Itself as the AI Control Layer for CX
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https://www.crmbuyer.com/story/revenue-tech-stack-sprawl-slows-ai-adoption-177637.html
Revenue Tech Stack Sprawl Slows AI Adoption
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https://www.crmbuyer.com/story/ai-can-grow-smb-revenue-if-it-moves-beyond-the-back-office-178623.html
AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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https://www.crmbuyer.com/story/workbooks-takes-on-crm-giants-with-plain-english-ai-177589.html
Workbooks Takes On CRM Giants With Plain-English AI
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