SAP has introduced a new on-demand application for its CRM base. Unlike its earlier attempts at this model, this product is the first of many that are being developed strictly to be used in a Software as a Service environment. The application, SAP Sales OnDemand, is built on the SAP Business ByDesi...
Salesforce.com released its Q4 figures last week, peppered with the usual positives: growth, acquisition, more growth, and so on. Specifically, the company reported that earnings per share were 31 cents on revenue of $456.9 million. Year-over-year revenue increased 29.1 percent. Much of the focus fo...
As I've written before, social CRM best practices don't exist -- but only because in order to be most effective, each business needs to tailor its social CRM approach to its specific customers. However, that doesn't mean you're doomed to a long evaluation process and a tough spell of trial-and-error...
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 ...
Consumers are spending more time and money online today than ever before. They start and end their day checking email and popping onto social gaming and shopping sites. This often comes at the expense of other entertainment options like traditional television, film or even spending an evening out...
To remain successful against the backdrop of complex market dynamics and increased competition, it has become critical for organizations to offer more evolved products and services that are not only cost-effective, but also extendable, scalable and focused on improved customer experience. Cloud com...
Self-service is a concept that has been evolving. In decades past, self-service meant providing a detailed manual. The downside, of course, was that a printed manual could not be updated dynamically and was costly to distribute. In the late 1990s, with the advent of the Web and content management, s...
Recessions are always a good time to rebuild your competitive infrastructure, and the slow growth/recession of the last couple of years has been no exception. On the stock market, the technology sector seems to be doing quite well. After bottoming in the middle of the summer, the software companie...
"Call rewrite!" That's what they said in the olden days on movie sets when the script needed doctoring. It's also what the technology industry metaphorically does about every 10 years. We rewrite much of what we've been relying on for information processing because the accumulation of new technologi...
Email marketing has been a mainstay marketing tool for 10 years or more. When social media's clout with consumers became apparent -- Facebook now has 500 million users and counting -- there was much talk about whether email marketing was even still relevant. Email marketing providers responded quick...
It's sort of like the funny story about a young person discovering that Paul McCartney was in another group before Wings. Marc Benioff had another company sandwiched in between his Oracle days and founding Salesforce.com. So for those of us who knew that, Database.com had the same kind of retro vi...
Salesforce.com has added 50 new features to Force.com, which it will roll out on Wednesday, company chairman and CEO Marc Benioff said. He disclosed the information during his keynote speech opening the Dreamforce 2010 conference in San Francisco's Moscone Center Tuesday. Benioff also described what...
Among the many announcements that will no doubt be emanating from Salesforce.com's Dreamforce conference next week will be this: TreeHouse Interactive, a SaaS partner relationship management provider, will join AppExchange. When it does, it will provide the first independent PRM offering on the site...
Social media have practical applications throughout the buyer cycle for corporate and retail customers. The first step in this direction is to get familiar with social media and then connect the channel with CRM processes. There may be challenges in seamlessly integrating the social media channel wi...
Well, that was interesting. 2010, that is. When I started doing a year-in-review column, there was an emphasis on quantifying accomplishments -- tangible things that somehow added up to the year in review. But with the economy still lurching and not many major accomplishments, I thought I'd try so...
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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Workbooks Takes On CRM Giants With Plain-English AI
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