When you write regularly about CRM, you realize what a challenge it can be to keep a blog going. The same themes come up again and again, and the technology does not radically change from release to release. So being a great CRM blogger requires something else -- the ability to understand the always...
Salesforce on Wednesday kicked off its Salesforce1 world tour, touting the allure of the social, mobile and cloud customer platform to clients. Launched in November, Salesforce1 drove a 96 percent increase in mobile app active users and a 46 percent increase in active users of custom mobile apps, Sa...
Retailers performed well this holiday season in terms of customer satisfaction across multiple channels, according to the ForeSee Experience Index: 2013 U.S. Retail Edition, which was released this week. The report focuses on customer satisfaction at the company level and queried consumers about eve...
I'd like to say it's going to be a good year in CRM, and I firmly believe it, though I can't offer a single, all-encompassing reason for my optimism. There are plenty of small things that begin to add up, however -- in an earlier time, the metaphor might have been "straws in the wind." So what are t...
Microsoft on Tuesday announced that it will acquire Parature, which provides customer engagement solutions as a service. Parature's technology will add self-service, support ticketing and other capabilities to Microsoft Dynamics. Microsoft reportedly will pay $100 million for the company. "Once the ...
CRM has gained significant attention and adoption among businesses eager to enhance their processes for building and maintaining customer relationships, thanks to industry visionaries such as Salesforce, Oracle and Microsoft. The central features of CRM include keeping track of customers' informatio...
There was no end to the enterprise interest in mobile CRM in 2013. From apps to innovative text marketing campaigns to self-service tablet applications for B2B industries, companies were gleefully trying out new pilots and experimenting with new technologies. Why? Simply this: Computing has reached ...
Software Advice recently unveiled an interactive tool designed to help companies navigate the complex and confusing social media software market. Called "Social App Map," the tool is designed to serve as a guide for potential software buyers as they start to evaluate the many different vendors and o...
One of the phrases CRM vendors love to toss around these days is this saw: "CRM makes every employee a salesperson." I'm sure the VP of sales loves this vision, in which he suddenly is served by a quadrupled or quintupled number of salespeople, many of whom he doesn't have to manage and to whom he d...
It is difficult to overstate the importance of social CRM to retailers given the almost tailor-made suitability of Facebook, Twitter, Pinterest et al. for reaching out and engaging with customers. What's less clear, however, is exactly how retailers should use social CRM to talk with those customers...
In examining airplane crashes, investigators often discover that it's not one thing that causes the disaster. It's a chain of interrelated things that go wrong: A mechanical failure or weather event can elicit the wrong reaction from the pilot, which worsens the initial problem and starts a sequence...
Companies that sell direct have it easy. They have control over hiring their salespeople, control over marketing messages, and control over service and support. There's only one entity to blame if the buyer's unhappy, and that's the seller. When you mix in an indirect channel, however, things get a ...
Once a year I write a post that tries to predict some of the big happenings of the year ahead. The success of these efforts relies on clear thinking and objectivity -- trying to figure out what will come to pass rather than what I want to see happen. It's hard, but thankfully no one ever checks up...
The Federal Communications Commission last week voted to reconsider the ban on mobile phone calls during airplane flights, unleashing a collective cry of angst from travelers not wishing to be forced to listen to the tedious conversations of neighboring passengers. Coupled with the Federal Aviation ...
It is a quirk of the data-information-knowledge continuum that data perceived by one person might be seen as information by another. The same goes for information and knowledge -- the frame of reference is important. You might even say it's all relative, and I don't think you'd be wrong. This conu...
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