If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian. One of the characteristics of this stereotype is that Parisians refuse to speak English. They know how -- but they won't -- and they turn up their noses at anyone who won't speak French. In my ex...
Google may be feared and secretly envied throughout tech circles for its industry-disruption track record, but in at least one respect, companies are grateful for Google's propensity to plow the road. The Google Glass experiment has provided some very public lessons about what consumers are willing ...
Most companies of any size have a CRM application. Every company says it wants to build great relationships with its customers. Almost as many say they want to be "customer-centric." However, as any customer can tell you, the companies that attain these goals are few and far between. What is it that...
Apple has tossed out some hints that its App Store may soon accept apps that handle digital currencies such as bitcoin. The reasons for its reversal are myriad: The appeal of bitcoins is such that it can't afford to ignore digital currencies anymore; Apple wants to get ahead of this wave and really,...
The idea of the subscription economy is not new -- at least not to anyone who's familiar with the idea of software as a service -- but it's an idea that can sneak up on businesses. Many in the SaaS space started as more traditional vendors that saw subscriptions as simply a different delivery mechan...
Now "anyone can run their business from their phone," Salesforce.com recently promised when it announced its Salesforce1 Mobile App. Many company announcements tend to overpromise, and Salesforce has a tendency to be particularly exuberant, so I took it with the customary grain of salt. My skepticis...
I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the vendors in this space get things right, realizing theirs is a niche industry and their customers really a...
Only the truly dedicated shopper realizes this -- and of course, anyone who follows the retail industry (I happen to fall in both categories) -- but most shopping centers in the United States are owned by just a handful of companies, called "real estate investment trusts," or REITs, if they are publ...
Selling direct is a breeze -- kind of. You control everything -- you choose the salesperson, you provide the training, you establish the payment structure, and you decide on the marketing message used to reach customers, among other things. When you sell through the channel, howevr, things get compl...
Although it's often mistakenly viewed as a technology, CRM is really a discipline -- and it's not a solo discipline, like a martial art or meditation. It's a team discipline, one in which every customer-facing employee can make a contribution. Whether those contributions are positive or negative dep...
Whenever the term "business intelligence" is bandied about, thoughts immediately turn to the customer. BI, it is thought, should allow you to learn things about the customer by correlation, inference and comparison. However, BI is a two-way street. In the course of using CRM -- which becomes the rep...
They say you must walk before you can run. It follows that you should crawl before you walk. In CRM, however, there are a lot of businesses that talk at great length about wanting to run even though they haven't mastered crawling yet. They battle with the same old problems: adoption issues; technolo...
The mobile browser is not dead, exactly, but if it were an animal it might be on the endangered species list. Mobile users are spending more time using mobile apps and less and less time surfing the Web from their mobile devices, based on recent statistics from Flurry. Apps took up 86 percent of the...
The rise of Internet commerce sounded a death knell for small businesses. Large e-tailers could wield massive buying power, had less overhead than brick-and-mortar stores, and could appeal to customers in new ways. They could collect customer data in the course of doing business, and turn around and...
The era of inbound marketing is upon us, but a great many businesses are fearful of it. Having worked as a magazine editor and a content marketer, I find the conversations very familiar: People who haven't written or who hate to write find many reasons not to, including some that make very little se...
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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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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