Veeva Systems last week introduced several new CRM products for the pharmaceutical industry at its 2015 Customer Summit in Philadelphia. Veeva CRM Suggestions offers recommendations on the best action and right channel for the next customer interaction. It's designed to accelerate the transition to ...
Pega last week announced enhancements to Pegasystems Customer Service for Healthcare, an application that integrates customer service and care management through its Clinical Interaction Manager to provide a 360-degree view of all customer interactions. The application provides call center agents wi...
"Customer first" is the motto businesses live by -- or should -- but that doesn't seem to resonate with companies providing pay-TV or Internet-access services, based on ACSI data gathered in the first quarter of 2015. Customer satisfaction with information services -- including subscription TV, Inte...
Salesforce.com will shell out $350 million in common stock for RelateIQ in a deal expected to close by October. It will provide another $40 million dollars in stock for its cash balance. RelateIQ will become a wholly owned subsidiary of Salesforce, according to an SEC filing. Many of Salesforce's pa...
As many as a quarter of the world's consumers were victimized by card fraud in the past five years, and financial institutions are losing customers as a result, suggests ACI Worldwide research. ACI and the Aite Group, which jointly surveyed more than 6,100 customers in 20 countries, also found that ...
Apple has bumped up the discounts offered in a loyalty program available to customers who spend at least $5,000 on its products over 12 months. It reportedly added unlocked iPhones and Apple TVs to the program as well. Two weeks ago, Apple improved its iOS management tools, and speculation is that t...
Salesforce on Wednesday kicked off its Salesforce1 world tour, touting the allure of the social, mobile and cloud customer platform to clients. Launched in November, Salesforce1 drove a 96 percent increase in mobile app active users and a 46 percent increase in active users of custom mobile apps, Sa...
Retail pharmacies in the U.S. filled 3.65 billion prescriptions in 2008, and another 238 million prescriptions were filled by direct mail. Each Rx was issued by a physician -- which explains why the pharmaceutical industry in the U.S. spends heavily on marketing efforts aimed at doctors, including c...
A mature market that has served as the backbone for enterprise computing for many decades, the ERP industry is not characterized by rapid change. So, when a "game changer" appears -- that's how Frost & Sullivan analyst David Boulanger characterized SAP's ongoing Business ByDesign rollout -- it p...
Zappos, online shoe emporium extraordinaire, has been expanding its line of merchandise in recent years -- offering clothes, watches and other jewelry, and even housewares. For the consumer, the shift has appeared effortless -- just more categories to explore on the Web site. Behind the scenes, thou...
Recent developments in robotics are promising to reshape supply chain fundamentals. Specifically, robotic devices are improving warehouse operations to a degree unforeseen only a short while ago, by automating a slew of repetitive, difficult and usually monotonous tasks. Applying this technology t...
Open development platforms and their offspring -- mashups -- are behind the significant changes in CRM functionality that have been introduced over the last year or so. These are early days for Platform as a Service, though, and each vendor is approaching the technology on its own preferred path. Fo...
It should come as no surprise that Maurice Ramirez -- an emergency room attending physician with Florida Hospital's Flagler division -- is in favor of widespread adoption of automated personal health records, or PHRs. Ramirez was once chief medical officer for a company that was developing such an a...
The fact that we pay the taxes that support the costs of government ought to make us the customers of the government, right? That seems logical, but often taxpayers and constituents are treated more like an annoyance than a valued customer. However, some government agencies are starting to see the l...
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Subscription Sales Spur Superior Selling
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AI Is Already at a Tipping Point
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