CRM Conference is being held May 29 to 31 at the Chicago Hyatt Regency. This annual event offers a unique agenda for retailers, said Devon Wylie, CEO of CRMC. "It's specifically focused on case studies from topnotch multinational retailers. With this approach, attendees can get actionable learnings ...
Zoho has enhanced its menu of offerings by incorporating social media into its customer support features. It has also added a Facebook social media integration point to its flagship application. The changes went live on Thursday, added automatically to the applications. These two developments -- the...
I read Chaucer's Canterbury Tales in college, and now every April brings me back to the opening verses about springtime and renewal. This April was especially memorable in our industry, and as the month has just passed I wanted to take a moment to discuss some of the things I witnessed. Mostly, for...
CRM vendors that have wondered about the necessity of porting their applications to the small screen should take note of last week's acquisition of Instagram by Facebook. Instagram is the tip of a big iceberg and is perhaps a signal of yet another disruption in a disruption-prone industry. It repr...
M5 Networks has partnered with InsightSquared to create a solution that will allow customers to manage data generated from M5, along with data from other systems, in InsightSquared's business intelligence product. The solution will help customers manage data from their business phone system and othe...
In the UK, supermarket chain Tesco is being pounded right now in social media channels because it's refusing to honor an erroneous online advertisement offering new iPads for about $65. The offer went viral, and now the backlash is viral, too. How Tesco responds will tell the tale. I'd recommend a s...
Bank of America appears poised to ignite the wrath of its customer base once again by introducing a new fee structure for basic checking accounts. The company reportedly is readying changes that will require users of basic checking accounts to pay a monthly fee. If the customers agreed to bank onlin...
Last week Oracle bought the HR SaaS company Taleo for $1.9 billion, which to me means it's time to do you-know-what to the fire and call in the dogs. This hunt is officially over and out. The hunt in question is for legitimacy and primacy of the SaaS and cloud computing model. Many people would ar...
There's been a lot of activity on the Web and in our industry in the last week, and I thought it might be fun to try and tie at least some of it together. Much of it in one way or another involves Facebook -- or "FB," as the proposed ticker symbol suggests. It's widely assumed that its IPO will mak...
Salesforce.com unveiled a new customer service help desk tool this week. Desk.com works with customer requests delivered over a social network. It is the byproduct of Salesforce.com's acquisition of Assistly last year. However, it is no mere product integration, said Alex Bard, former Assistly CEO a...
There is an interesting discussion brewing about the nature of Silicon Valley companies. Are they "tech" companies, as Zuora CEO Tien Tzuo asserts, or are they "... companies in other industries that happen to make heavy use of technology," as CBS Money Watch blogger Erik Sherman says? The gentlema...
Peter C. Whybrow, M.D., is a neuropsychiatrist and director of the Semel Institute for Neuorscience and Human Behavior at UCLA, or at least he was when he published American Mania: When More Is Not Enough in 2005. In the book he quotes numerous economic thinkers and writers from the last 300 years,...
Mobility, intuitive cloud-based tools, iPads, iPhones, and social media have forever transformed the sales ecosystem. Across all industries and sectors, salespeople are no longer chained to a desk or landline, and managers and executives agree that integrated technology makes selling more efficient...
During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams wi...
By now, most people understand the power and the value of adding a social component to your CRM strategy. Perhaps you're not yet ready to go to full social CRM, but you no doubt recognize that there is a lot of value in engaging with customers in the ways they want to engage. As social media become ...
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