Zuora and Salesforce.com have announced a new offering that highlights the strengths of each company and delivers new functionality to the telecommunications industry. Zuora for the Communications Industry is a solution based on the Force.com platform that handles billing, payments and customer car...
Thumbing through the current issue of Wired, I came upon a multi-page ad spread from Microsoft, and I saw what looks like an interesting juxtaposition, though there was nothing in the ad itself that made the connection. I have also been interviewing some of the industry's best and brightest recentl...
I saw an interesting CRM user interface the other day, and while I don't usually write about something as basic as the UI, I was drawn to this one. Actually, I've been very interested in a new class of UI emerging lately; something we haven't thought about in a long time is re-emerging, possibly as...
On Monday, SuccessFactors announced a definitive agreement to acquire Jambok, a social learning company. You could bypass this announcement as just more dealing by software companies, but it also suggests an interesting combination that will prove to be in synch with the times. As a social learning...
One of the more revealing things I heard from Marc Benioff at Cloudforce 2011 in New York last week was his idea about how his company will continue to build out its product line. Marc's never been super secretive about his general direction, though product specifics have always been closely kept.
There's a great Churchill quote, "Americans can always be counted on to do the right thing ... after they have exhausted all other possibilities," which I think applies to our long sojourn in the valley of social networking. Social networking is important and will be a major part of our future, but...
The upheaval in the Middle East is roiling the energy markets, and that will affect CRM. Year-over-year, the price of a gallon of regular is up over half a buck nationally, and the average price for said gallon is $3.18. As gas goes, so does jet fuel. The confluence of rising prices, political un...
Sage took a major step in clarifying its position in the market when it hosted an analyst day in Boston last week. The company has been around for a long time and has been one of the higher revenue generators for many years thanks to an assortment of products that span the front and back offices of...
What a week that was. I am still digging out from two snowstorms and dealing with bone-chilling cold, and so are friends across the country, except in the Bay Area, which only makes me envious. Perhaps none were as adversely affected as people on Lake Shore Drive in Chicago. I take solace in two f...
The long recession and the rise of social CRM were not simply coincidental. I believe they happened together. That's not to say that social CRM happened for some cosmic reason; I neither subscribe to the belief that all things happen for a reason nor do I believe I am qualified to hold forth beyon...
Microsoft did some smart things last week when it announced its Dynamics CRM Online service. Most of the headlines will focus on the teaser rate or introductory pricing of only US$34 per seat-month for 12 months. Until June, users of Oracle CRM On-Demand and Salesforce who switch will have an adde...
Back in the mid-1990s, then Microsoft CEO Bill Gates offered a prophetic observation. The impact of the Web, he wrote, would be greater than most people thought, but would take longer to happen than was commonly supposed. Turns out, happily for Microsoft, that he was right. Yet now, perhaps not so...
Tablet vendors at the recently concluded Consumer Electronics Show in Las Vegas had a coming out party. Driven by the wild success of the iPad, they introduced something like eighty -- that's 8-oh, my goodness -- tablet PCs to the world. Now, by itself, that's significant, especially for CRM, and ...
We're coming back. We aren't out of the proverbial woods, but we should be on the upswing from the long downturn. According the Labor Department, the U.S. economy added 103,000 jobs in December, bringing the unemployment rate down to 9.4 percent. Jobs are traditionally a lagging indicator, so eve...
The cost of business travel is going up and up and up and, oh yeah, Happy New Year. Forget all the CRM prognostications you've been reading over the holidays, the only one of significance to your business and to CRM is what you'll be paying to get in front of customers. Last week a former Shell Oil...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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