You have to give credit where it is due, and today that means kudos to Oracle. More than 40,000 customers, analysts, press and others have converged this week in San Francisco for Oracle Open World, the annual user conference. It is mind-boggling to think that the 40,000 people in San Francisco re...
I keep thinking about the idea of this incubator that Salesforce.com is launching. As you know, I am a student of inflection points and I think the incubator potentially represents a very big one. There is a popular trend in economics to look at economic systems on the same plane as living ecosyste...
In considering whether or how to reorganize customer service and back-office functions offshore, the option to open a captive subsidiary service center may not receive full consideration in comparison to outsourcing options. Here we look at the case for Western companies to establish their own dedi...
Someone recently asked me who I thought was ahead in the on-demand market. That's a hard one. As far as I am concerned, there are no right answers to a question like that, and though seemingly innocuous, it raises more questions than I can answer. For starters, I don't even think it is a single ma...
I had my annual meeting with my friends at Walker Information the other day when they were in Boston talking about their latest report. I have written about Walker before, and it gives me pleasure to do so again -- and to point out that I have no business relationship with them; I just like what th...
Friends in the call center software industry are telling me that they've noticed a decided pickup in their business. What's interesting about that tidbit is that these people are also saying that the interest is in on-demand solutions and that opens a lot of topics for discussion. For example, we ...
The service revolution in CRM -- and, in fact, throughout customer-facing strategies -- is well underway in many companies. The reason the remainder of the industry doesn't see it yet is because many CRM vendors' responses to the revolution are so slow that they make lagging economic indicators loo...
After a long period in which there seemed to be little to report, PRM or partner relationship management, appears to be enjoying an upswing. PRM was an unfortunate fellow traveler with all the other 'RM' permutations that came about in the dot-com bubble. There was also eCRM, which was a distincti...
Two things hit the wires this week relative to CRM that I think are interesting events, and in some ways they go beyond the on-demand space. Salesforce.com announced its partner relationship management solution, and NetSuite said it will sell its product in a retail configuration. At first NetSuit...
Some weeks there's just more to write about than other weeks. It's like the weather -- sometimes there just seems to be more of it than other times. Take last week, for example. Just north of Boston some communities received as much as 19 inches of rain. The last few days in CRM have had the sam...
The Hispanic market has been riding the headlines for the past couple of years as one of the fastest growing sectors of marketing. According to the third annual AOL/Roper U.S. Hispanic Cyberstudy, Hispanics are entering cyberspace at a rapid pace with over 14 million U.S Hispanics online. Yet the c...
I was doing research for a white paper not long ago and it gave me reason to speak with people who operate call centers. The call center operators I spoke with had one thing in common; they used on-demand call center services. If you are not familiar with on-demand call center services, it's much ...
In a world where customer acquisition costs are soaring and customer retention -- particularly retaining profitable ones -- is getting harder for every enterprise, "knowing your customer" is not just a slogan but a business mandate. However, in order to truly know its customers, an enterprise need...
Throughout the last few months of 2005 there was a pronounced ramp-up in activity around Web Services to enable integration of marketing, sales and CRM databases so that more precise selling strategies could be created. The holy grail of CRM -- achieving a single view of the customer -- is within re...
It seems so many companies are finding it easier than ever to automate, speed up, and turbocharge their way into mediocre performance with customers all because they don't stop to re-define the essence of their strategies for attracting, selling to, and serving customers in the first place. What's n...
Extremely - Personalization is a must. Without it, there's little chance of earning my loyalty.
Relatively - Personalization is a plus, but I do consider other factors when deciding who gets my business.
Minimally - Personalization is now automated and commonplace. Brands must do more to make me feel special to earn my loyalty.
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https://www.crmbuyer.com/story/playvox-workforce-management-prioritizes-emotional-loyalty-176750.html
Playvox Workforce Management Prioritizes Emotional Loyalty
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https://www.crmbuyer.com/story/messaging-key-to-meeting-changing-cx-preferences-176669.html
Messaging Key To Meeting Changing CX Preferences
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https://www.crmbuyer.com/story/sweetwaters-well-tuned-marketing-is-music-to-shoppers-ears-176751.html
Sweetwater’s Well-Tuned Marketing Is Music to Shoppers’ Ears
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https://www.crmbuyer.com/story/5-types-of-shoppers-and-what-they-want-for-the-holidays-177187.html
5 Types of Shoppers and What They Want for the Holidays
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https://www.crmbuyer.com/story/vr-platforms-deliver-metaverse-style-experiences-to-online-shopping-176865.html
VR Platforms Deliver Metaverse-Style Experiences to Online Shopping
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https://www.crmbuyer.com/story/for-better-crm-results-prioritize-pipeline-over-forecast-176709.html
For Better CRM Results, Prioritize Pipeline Over Forecast
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https://www.crmbuyer.com/story/why-quality-e-gifts-are-smart-business-decisions-177207.html
Why Quality E-Gifts Are Smart Business Decisions
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https://www.crmbuyer.com/story/robotic-letter-writing-lends-a-hand-to-personalized-marketing-crm-176595.html
Robotic Letter Writing Lends a Hand to Personalized Marketing, CRM
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https://www.crmbuyer.com/story/time-to-bring-back-the-corporate-research-lab-176768.html
Time To Bring Back the Corporate Research Lab
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https://www.crmbuyer.com/story/retail-reality-check-rewards-programs-do-matter-to-consumers-177090.html
Retail Reality Check: Rewards Programs Do Matter to Consumers
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https://www.crmbuyer.com/story/cloudworld-reevaluated-176705.html
CloudWorld Reevaluated
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