Sales force automation -- nimble, lightweight and usually mobile -- seems to have little in common with its staid parent, enterprise resource planning. Until you consider this: After years of widespread adoption, SFA has also become mature. Yet the space is not remaining static. There have been chan...
Aretha Franklin didn't intend it, but she offered a powerful business lesson when she sang "R.E.S.P.E.C.T -- find out what it means to me." Customer relationship management has evolved into customer experience management, and respect is the biggest part of providing an excellent customer experience...
Last week I was doing some research for a speech, and I remembered something from a weekend stint at a cooking school that I decided to run down. I was trying to make a point about customer experience when it occurred to me that the idea has ancient roots. Hospitality law is a body of law that deal...
What a summer for remembrances. Forty years ago, a couple of people landed on the moon, and a half-million of them landed on Max Yasgur's farm in upstate New York for the Woodstock festival. That might sound like ancient history, but of course without the space program, who knows where the technolo...
Clara Shih is a friend I met through Salesforce.com. She recently published "The Facebook Era," which looks at the relationship of social networking to front office computing. She is really busy these days promoting the book, and she recently left Salesforce to pursue new ideas in social networkin...
A lot happened at Insights, the Sage partner meeting held in Nashville earlier this month, though not necessarily at the press release level. I was there and got a sense of change happening. It was the first anniversary of new CEO Sue Swenson coming on board and our first opportunity to see the im...
Can the privatized and anonymized be monetized? When it comes to the mega-million-name member lists of social network sites like Facebook and MySpace, Big Business really wants to know. As consumer databases go, the Facebook and MySpace lists have an appealing advantage over databases derived from ...
Before the arrival of sales force automation and marketing campaign software, there were productivity applications. CRM, as we all know, rose from that fundamental platform of email, calendaring, mailing list management and task management. A lot of CRM vendors include productivity in their CRM apps...
With an attractive force akin to the massive black hole at the center of the galaxy, online social networks have pulled into their orbits scores of new startups searching for profits. The target: eyeballs. Last January, Facebook totaled 68 million unique visitors and 1.1 billion page views, and MySp...
Nobody, not even Facebook founder Mark Zuckerberg himself, has yet successfully produced a proven, sustainable and scalable business model that can satisfactorily monetize the vast ecosystem of the social networks -- Facebook, MySpace, LinkedIn, Twitter, etc. The reason for this could be rooted in ...
Software as a Service CRM implementations require more than just SaaS to succeed. SaaS customer relationship management must be integrated with other applications and data sources. The goal of SaaS CRM integration is an integrated view of customer data, which unlocks its inherent value and increase...
Salesforce.com has introduced Salesforce CRM for Twitter, a new social media application. Twitter, for the uninitiated, is a free platform that lets people send out messages of no more than 140 characters to as broad a community as they can build. The posts, or "tweets," as they're known, can cover ...
Last Monday at Demo, Zuora CEO and cofounder Tien Tzuo introduced Z-Commerce for Facebook -- a significant announcement that might be looked back on as a turning point in the evolution of on-demand technology. Zuora, if you don't know, provides an on-demand billing and payments suite for companies t...
Last week Salesforce.com marked its 10th year in business. To celebrate, the company held a conference call to discuss its earnings, and CEO Marc Benioff brought presents for his investors. The big announcement was that Salesforce had succeeded at generating just over $1 billion in revenue for its ...
Oracle continued its fast-following ways last week when it introduced additional functionality for Oracle On-Demand Release 16. The statement completed a two-part announcement begun the week before and brings to eight the number of new on-demand CRM applications from the company. The products annou...
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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