For once, Oracle OpenWorld went long on substance. That's hard to do when you have so many products to discuss and Larry Ellison pontificating, but he was both under control and substantive -- though he couldn't resist taking a few shots at competitors. Oracle's team hardly ever sees SAP and IBM in ...
Business-to-business marketers know what customers want, in general terms, from initial contacts with the people they buy from. It's taken awhile, but through trial, error, some more error and eventually some actual thought, the mystery has been solved. Before I give it away, just ask yourself what ...
Partner relationship management has seen its ups and downs over the first part of this century. Running an indirect channel is vitally important to any vendor trying to extend its reach without incurring the high costs of building up a sales team and all that supports it. Many vendors figure it's mo...
Salesforce last week said it would invest $100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions. Paul Greenberg and the team at CRM Idol have been doing the ...
Beset by customer complaints and struggling to get approval from the United States Federal Communications Commission for a US$79 billion merger with Charter Communications and Bright House Networks, Time Warner Cable on Tuesday announced a virtual assistant. The new Ask TWC Virtual Assistant lets cu...
Some things in business are very clear and binary: A company succeeds or fails. A customer buys from you or from someone else. A customer returns for additional sales or leaves for a competitor. Other things are indeed relative: Sales numbers may be double the previous quarter but still fall below e...
Shares of Salesforce were up Thursday as it gained momentum from investors cheering on plans to invest $100 million into European startup firms. The company on Tuesday announced that its Salesforce Ventures unit had allocated $100 million to fund startups in the European market and improve customer ...
Southwest Airlines on Monday announced it was operating on a normal schedule after technical problems delayed hundreds of flights on Sunday. A computer glitch related to the technical systems that powered its customer service operations -- specifically its reservation system -- apparently was to bla...
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differ...
The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reserv...
eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with ...
Target may be implementing price matching, but there are other ways to compete. Customer experience is the new battleground in retail sales, and winning this battle requires winning over customers with truly personalized service. Despite all the advancements in technology, from personalized retarget...
It's becoming increasingly clear that the nature of the sales profession is changing. Salespeople are no longer the ones who introduce products to their customers -- in most cases, especially in business-to-business settings, customers have done a lot of research on their own and are close to a de...
Salesforce CEO Marc Benioff has quit Facebook and shut down his account, sparking speculation as to his motives. Is Salesforce at odds with Facebook? Is Facebook COO Sheryl Sandberg no longer Benioff's BFF? Is Salesforce planning something with Twitter? "I'm on a FB pause," Benioff posted on Robert...
I'm always looking for emerging trends at Dreamforce, the kinds of things that are hiding in plain sight. They might never amount to much, but it's more likely that many of them will bloom. A case in point is the emergence of vertical market CRM. Its time is now because application development tools...
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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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