What makes a great CRM blog? Generally, the same things that make a great CRM implementation: good planning, thoughtful responses to a changing market, consistent posting, the right technology, and people with the right personality. It's the classic "people, processes and technology" trilogy, really. Do a Google search for "CRM blogs" and you'll get about 22 million hits. That mean...
At this time of the year, there's a great clamoring among the business publishing class for predictions. That is partly because prediction stories are considered easy to write, and once they're done the staff can go celebrate the holidays while their publication continues to deliver content. However...
The end of the year brings out some interesting goodies from various workshops competing with Santa for big kids' attention. Some of it is pretty good stuff. Here's a sampling of the best end-of-year product announcements from the cloud community designed to put you in the post-holiday, already-back...
The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast. The irony is that businesses often start out...
Despite all the talk about the customer journey, the increasing use of CRM, the omnichannel approach, and the seamless customer experience, stores still don't have technology down pat for the holiday rush, according to the "2015 Connected Shoppers Report" Salesforce released last month.
Hootsuite on Tuesday announced an integration with Microsoft Dynamics CRM, Microsoft SharePoint and Microsoft Yammer. The collaboration will let enterprises use social content in meaningful ways for social marketing, social selling, social customer support, and internal collaboration, noted Kevin Z...
Microsoft last week revealed some new details about Dynamics CRM 2016, emphasizing functionality designed to empower customer service agents. It will be released in both cloud and on-premises versions in Q4, said Bill Patterson, general manager of Microsoft Dynamics. It will be available as a standa...
The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reserv...
Salesforce CEO Marc Benioff has quit Facebook and shut down his account, sparking speculation as to his motives. Is Salesforce at odds with Facebook? Is Facebook COO Sheryl Sandberg no longer Benioff's BFF? Is Salesforce planning something with Twitter? "I'm on a FB pause," Benioff posted on Robert...
For a long time I have been uneasy about the selling discussion's direction as it relates to CRM and SFA. Something didn't relate. We talk a lot about accelerating the sales process and freeing up sales people's time so that they can spend more time selling, but it all made me wonder. Several things...
Apple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line's Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proac...
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. The nature of the customer experie...
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, according to Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer." ...
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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Silent Churn Is the Biggest Customer Support Risk
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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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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