Zoho Desk provides impressive agent productivity and happier customers because its "blended conversations" drive solutions and keep waiting times minuscule...
Research the Rand Corporation did for Salesforce paints a startling picture of how our industry -- actually our world -- is significantly underprepared for its digital future
If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies in it go through a succession of moves; first in new products and then in finance. The confusion comes when a company like Oracle lives through multiple up and down cycles. When you look at...
A sales process is a set of protocols that an organization uses to conduct selling. One's process needs not be complex, many organizations settle on processes that have around seven steps. But a sales process that everyone in the organization adheres to is fundamental to that organization's success...
With the recent completion of the Slack acquisition, Salesforce can look forward to improving the quality of the customer-facing business processes that it supports with more and better collaboration. However, the presence of Slack may now highlight the reality that while vendors operate at the spee...
The build-versus-buy decision is an important one. Companies have been making similar choices about their technology stacks for decades. When it comes to customer data platforms, however, some organizations are rushing to make a determination. There are some important questions to ask before making ...
A lot of time and treasure has already been spent on "going digital" with no clear understanding of what that should mean. But going digital should, at least in part, mean taking full responsibility for turning a business' mountain of customer data into usable information that advances the company m...
As the CRM solution set continues to grow, it's likely that training systems will be increasingly important. That growth has the effect of converging vendor functionality at roughly the same place, making tertiary product attributes like training systems important differentiators. Taking this into a...
Two CRM vendors made news recently. Zoho had an analyst conference that reminded us that many businesses don't benefit enough from verticalized suites; and Microsoft introduced several vertical industry systems, including one for nonprofits. One could say that Zoho and Microsoft displayed mirror ima...
Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at some point, success leveled out its rise and it b...
The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, when we were just dabbling with mobility and social m...
High-performing businesses reach peak commercial performance by reducing friction in customer interactions in the face of a market with increasing complexity. If you look at who's winning, it's the companies that not only embraced digital transformation early, but also made it a core building block ...
Many businesses have bought into CRM, of course. It isn't an 80-billion-dollar industry for nothing. Still, there's a disconnect between the wonderful features and functions of new technologies and the realities of how companies use them -- or not. Only about a quarter of organizations use CRM appro...
Many of the workarounds that have kept old systems running have reached the end of the line. If people are already working in their cars, the gym or the bathroom, it's hard to see how things get any better without replacing systems. That requires a different approach for the customer. The old adage ...
Deep in its DNA, Salesforce has always focused on a bigger picture. Its commitment to community issues is best expressed in the company's philanthropic orientation. At the same time, Salesforce has always had the customer at the heart of what it does -- and that transcends its customer relationships...
Yes - I'm more likely to buy with flexible payment options.
Sometimes - It depends on the item and terms.
Rarely - I typically prefer paying upfront to avoid debt.
Not at All - My purchase decisions are based on need and budget.
https://www.crmbuyer.com/wp-content/uploads/sites/4/2022/08/frustrated-caller.jpg
https://www.crmbuyer.com/story/customer-retention-by-extraordinary-means-is-not-crm-177075.html
Customer Retention by Extraordinary Means Is Not CRM
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/07/customer-service-omnichannel.jpg
https://www.crmbuyer.com/story/social-media-integration-the-new-crm-standard-177061.html
Social Media Integration: The New CRM Standard
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/06/Gen-AI-chat.jpg
https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/03/business-presentation.jpg
https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/08/AI-circuit.jpg
https://www.crmbuyer.com/story/bridging-the-smb-enterprise-retail-gap-with-gen-ai-177751.html
Bridging the SMB-Enterprise Retail Gap With Gen AI
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/05/unboxing.jpg
https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/09/ecommerce-return.jpg
https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/07/chess.jpg
https://www.crmbuyer.com/story/subscription-commerce-merchants-innovate-amid-rising-churn-rates-177730.html
Subscription Commerce Merchants Innovate Amid Rising Churn Rates
https://www.crmbuyer.com/wp-content/uploads/sites/4/2022/10/oracle-headquarters-austin.jpg
https://www.crmbuyer.com/story/oracle-advances-177082.html
Oracle Advances
Enter your Username and Password to sign in.
Loading ...
Social CRM
See all Social CRM