Social media is clearly becoming the next-gen customer engagement channel of choice for industry. The banking industry is likely to be the frontier in adopting next-gen technologies, including social-networking-enabled business processes. The banking industry has two important classifications based ...
Salesforce.com's Service Cloud 2, a Web-based platform designed to help companies handle their customer service needs, includes integration with Salesforce Chatter, the service provider's new real-time collaboration tool. "Service Cloud is the fasting-growing product offering," said Fergus Griffin, ...
Salesforce.com is planning to release a free version of its real-time social collaboration application and platform, Chatter, according to comments CEO Marc Benioff made during the company's recent earnings call. Specifically, the company is working on "a kind of virally based" product, he said. The...
Shoutlet, which last year launched an app designed to help companies manage their social media operations, has expanded its feature set to include CRM functionality. It is a natural extension of Shoutlet's original feature set, explained President and COO Aaron Everson. "Shoutlet lets a company set ...
Cisco on Wednesday announced two products and a rich media capture platform to extend its contact center capabilities. One product is SocialMiner, software that lets companies search the Web for relevant material. The other product is Cisco Finesse, a Web 2.0 collaboration desktop for customer care ...
Swix has enhanced its original application, Swix Analytics -- a dashboard that tracks ad campaigns and subsequent user engagement across 20 social media communities -- with Swix Social Marketer, a new product that tracks the returns those campaigns are delivering. "Businesses realize there is power ...
It's often hard to maintain high visibility in the marketplace if you happen to be a private company, and for good reason. Private companies tend to be small, and they often do not attract the attention of the financial press precisely because the financial press thrives on the transparency and num...
Bantam Live principal John Rourke remembers well one of the first glimpses the tech industry got of what was possible with real-time activity streams for the corporate environment. He was sharing the stage with a Salesforce.com executive at an industry event focusing on that subject in 2009. They we...
Sometimes I feel like we're stuck in the weeds with social CRM. Hopefully I will get a lot of mail for this, LOL! No, really. Sometimes I feel like we're missing the bigger point of social CRM because we're spending so many brain cells focusing on the technology and not so much on what it does bey...
For years, the promise of the truly mobile salesperson has enticed reps and sales operations professionals alike, yet a true pay-off has often been elusive as interface and bandwidth limitations conspired to lower industry expectations of success. With the lines now being blurred between handheld an...
My favorite scene in "The Social Network" is when Mark Zuckerberg's character has an epiphany that Facebook's screen should have a field to designate a user's status, as in relationship status or availability. Wait, I didn't give something away, did I? You've seen the movie, right? No? Go see it...
We've all heard the lines: "blogging is so 2008"; "say that in 140 characters or less," and now, "the feed is the new desktop." This last one is from Salesforce.com CEO Marc Benioff, and he said it in the context of his company's release of the new version of its enterprise social networking tool, C...
Cloud computing and Fusion Apps were the major points of Oracle CEO Larry Ellison's keynote speech at Oracle OpenWorld 2010 on Wednesday. Ellison also took several swipes at Salesforce.com and its CEO, Marc Benioff. His speech concluded with an extensive demonstration of Fusion Apps, assisted by sev...
Exhibiting at traditional trade shows is one of the most common marketing tactics used by companies targeting the industrial and manufacturing marketplace. The opportunity for direct engagement with prospects, customers and other vendors who could be potential partners or customers is invaluable. An...
Social media's explosion over the last few years has had some obvious implications for CRM. At first, as in every new thing in CRM, the implications for sales were appreciated first, although they have yet to be fully realized. However, this time around, there are other forces at work -- namely, eco...
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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