It had to happen sooner or later; the only question in my mind is why it has taken so long. It appears that the backlash against social media is beginning. All I can say is, yippee! With trends like social media -- or almost any trend -- we tend to over-imbue the idea or offering with our own expe...
About the easiest way for companies to dip their toes into the social media waters is the blog. There are few technical burdens to setting them up, the time needed to create posts can flex with the workloads of the assigned writers, and they can become a conduit for customer conversations through th...
By this point, most businesses understand that they exist in a new reality -- the reality that allows customers to communicate with them and with each other in new, faster and in a more pervasive way. Some businesses are actually doing something about it, too -- hence, the emergence of social CRM, s...
There's a slew of CRM applications heading to mobile app format, available at online venues such as Apple's App Store and the Google Apps Marketplace. Social CRM, in particular, is on the vanguard as vendors optimize their applications for mobile use. One example is BatchBlue Software, a company tar...
Social media can be wonderful tools for sales and marketing, but so far most companies and most anecdotal evidence that I have seen point to practices that are mired in old-think, with the result that social media is being questioned as a strategy. Here are some ideas that I give my clients when th...
They say we have big brains because we have all needed to work better together over the past 150,000 years. The more people work together, the more tools they need to make collaboration a productive art, rather than a befuddled mess. Rather than wait for human evolution to keep up the pace, Salesfor...
Tell them what you are going to say, say it, and then tell them what you told them. The rule of three, that's the Salesforce.com approach to its market outreach, and it has served them well over the last decade. Tuesday was part three of the Chatter cycle, in which the company culminated nearly a ...
It's the Holy Grail of contact centers -- creating a virtual agent that performs like that "real, live human being" that so many of us hope to reach when contacting a company. Unfortunately, the gap between automated agents and human ones remains a large one, with voice recognition and language proc...
Over the years, Salesforce.com has gradually transformed itself from being a CRM company to a cloud services provider. Along the way, it partnered with leading-edge Web 2.0 companies such as Google and Facebook, and most recently, it teamed up with virtualization giant VMware to offer VMforce, a new...
The first point of contact between a business and its customers is increasingly a website, not a phone call or an in-person store visit. For government agencies, where store-like "walk-in" access is either difficult or unavailable -- especially at the national level -- improving customer contact t...
There's been much ado about social media as the latest, greatest customer service tool -- but all that ado does little to help a corporation steer the conversation around perils and toward profits. So, buzz aside, where is the leverage in a set of tools that is seemingly all talk and little substanc...
Salesforce.com and VMware jointly announced Tuesday a new platform for enterprise application development in the cloud. They will offer application development as a service in their VMforce venture. "[Information technology] needs to be transformed into and accessed as a service whether it's into th...
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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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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