Activist investors frequently, but not always, strip a company of its equity, load it with debt, and cast it off, a quivering hulk of a once dynamic company. It's too early to say this fate awaits Salesforce, and it's important to see the process work out because there is some truth in the need for improvement...
The model for success in CRM always went through first helping customers do right by their customers, but then also helping the second generation of customers help their customers in turn, and not just customers but stakeholders -- employees, partners, localities -- all of them
The need for greater spending control in a tough economy, plus bulging inventories of best-of-breed apps, suggests that 2023 might be challenging for smaller CRM vendors
Implicit in the failure idea is that you succeed now and then, and it’s only to get to the successes that we seek fast failure. If it ain’t gonna work, let’s be done with it and try something else
Maybe it's time to reinvent the corporate research lab for IT in the 21st century. If Salesforce isn't a good pick to bring back the corporate research lab, I don't know who could. I think Bret Taylor could run it, which might be a greater use of his prodigious talents
Many employees whose position at Twitter was to take input and register customer concerns are among the recently eliminated jobs. It's as if the message is: we don't want your input
CloudWorld was a show about the stack and infrastructure, from databases to cloud data centers, as well as the platforms. It was designed to say that Oracle has the goods to support global business with minimal technical debt
CloudWorld, Oracle's rebranded user conference, kicks off this week in Las Vegas. The venue change during Covid also changed the vibe of the conference that once dominated San Francisco, but it's for the best
Regardless of how the Twitter acquisition turns out, it looks like the big winner will be CRM, both the industry and the ticker symbol
Salesforce is reinventing itself. Again. It’s been a long time arriving, but Salesforce is changing by doing its best to change the economy and the ground rules business has been operating under since Milton Friedman’s heyday
The company with a radically different product strategy, and a business model that included all stakeholders, continues to do well and to teach those of us willing to learn how business can be done better in the twenty-first century.
The idea of layoffs might be disconcerting for some. Others might wonder about the acuity of decision making in Redwood Shores or Austin or wherever Oracle does its thinking these days. But there’s a certain logic to it
Oracle's acquisition of health IT company Cerner could turn out to be pure genius. But right now, I see a Gumpian box of chocolates, and what I notice acutely are the missing jobs and resources in CX
Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.
Some of the technology that drives modern selling is really helpful, but too much seems aimed at scratching the itch of lead generation with no thought to what one does to process a lead
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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Playvox Workforce Management Prioritizes Emotional Loyalty
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Messaging Key To Meeting Changing CX Preferences
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Sweetwater’s Well-Tuned Marketing Is Music to Shoppers’ Ears
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5 Types of Shoppers and What They Want for the Holidays
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VR Platforms Deliver Metaverse-Style Experiences to Online Shopping
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For Better CRM Results, Prioritize Pipeline Over Forecast
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Why Quality E-Gifts Are Smart Business Decisions
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Robotic Letter Writing Lends a Hand to Personalized Marketing, CRM
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Time To Bring Back the Corporate Research Lab
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Retail Reality Check: Rewards Programs Do Matter to Consumers
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CloudWorld Reevaluated
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