One of the more interesting aspects of CRM Evolution, which was held in New York last week, is how many emerging companies attended and appear to be doing well. The big guys were there too -- either with booths or through attendance by senior people. You can get a false sense of the marketplace if you only attend Salesforce.com's Dreamforce...
Businesses depend on their customers, and it would make sense that good customer service would translate into loyalty and sales, but high-tech vendors don't seem to have gotten the message. The average customer experience rating for tech vendors fell from 58 percent to 52 percent since last year, in...
I was recently discussing Watson -- the IBM super silicon brain that won Jeopardy! -- with a reporter writing an article. Around the same time, I was also looking into Google Glass, the wearable computer that enables people to record what they see and to see what they're recording through a teeny ti...
I can't tell you how many emerging analytics companies have contacted me since January. Every day it seems there is another company -- smelling blood in the proverbial water -- wanting to brief me. I know why. Now that Big Data questions have transitioned from "how do we store all this stuff?" and "...
About ten years ago, I wrote a paper that predicted that analytics and social media would converge in CRM. I believed that for two reasons. First, I believed social media was inevitable, though I had no idea what form it would take. Facebook was not on my radar and had not officially launched, MySpa...
Sugar CRM took its annual customer and partner show on the road this week and brought what had been a Bay Area extravaganza to the Big Apple -- the better to attract a sizable population of customers and partners from Europe and other points beyond North America. It seems to have worked, because eve...
If you have been thinking lately that the chief marketing officer has been driving CRM purchases more than the IT department, you're right. "This is the era of the CMO," Larry Bowden, vice president of portals and Web experience at IBM, told CRM Buyer. The reason for that is simple: The amount of in...
IBM pushed deeper into the customer experience space with the launch on Thursday of its Customer Experience Lab. The lab brings together various elements of IBM's expertise, technology and staff to integrate mobile, social, cloud, Big Data and advanced analytics for its users. The end goal is to pro...
SAP on Wednesday unveiled a rapid-deployment solution for marketers. It lets users analyze customer sentiment from social networking sites, communities, wikis, blogs and other sources. Users can combine the information with CRM text data and, if they so choose, business intelligence applications to ...
Kana plans to build out its customer service experience management bona fides with its recent acquisition of contact center provider Ciboodle from the Sword Group. The point of the acquisition is to weave together Ciboodle's chief strengths -- its process-based customer contact management platform,...
The List, a provider of lead generation software for media buyers and marketers, is adding CRM functionality to its line of services. This new feature set joins other new functions the company is building into its core product, such as integration with Moat.com, and a global media content database.
Avaya has added new products and enhanced existing ones in its Customer Experience Interaction Management portfolio. The overarching goal of the changes was to allow users to reach out to customers via any channel the customers chose -- for example, mobile application, social media or phone. Such ac...
Oracle President Mark Hurd delivered a speech before Oracle OpenWorld Tokyo that emphasized the rapid buildup in analytical functionality the company has made in recent months. He touched upon previous developments, such as the Big Data Appliance announced at the start of the year, as well recent ne...
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