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It's the Customer Experience
May 5, 2015
Bill Clinton won the presidency with the mantra, "It's the economy, stupid," and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there's no telling what you can figure out. Such is the case with the tired phrase "customer experience."
Salesforce Jumps Into HR
April 30, 2015
I recently praised Salesforce for having the smarts to not get into enterprise resource planning several years ago. It was a good decision, I thought, because there was no upside for them to invade such a well-established market -- better for them to focus on a blue ocean strategy in which they went after new applications. I think the market's evolution has proven the wisdom of that approach.
Satisfying Customers in the Digital Transformation Era
April 29, 2015
Customers are changing the rules of business. They are well informed and well connected, and they have high expectations. Business success in the digital world depends on individuals who make recommendations based on their personal experience. These customers expect a seamless and consistent experience, regardless of which device they are using. They demand intelligent digital interactions.
Marketing's Next Act
April 28, 2015
Marketing continues to heat up as the next big thing in CRM. It's so big that I can see it splintering in multiple ways to accommodate all the permutations that are suddenly possible, thanks to big data, analytics, and a determination to get beyond using marketing technology as a glorified accounting system designed to limit "losses" due to marketing. You can't win by limiting your losses.
Digital Disruption and a Great Gap
April 21, 2015
You can tell when the economy is doing well, because instead of worrying about how you're going to make the next mortgage payment, you worry about the next disruption in business. The big worry on the horizon now is the digital disruption, a nice piece of alliteration designed to make you question your worth. The DD is the confluence of a lot of wonderful new technology.
Sleek Ad Tailoring for Online Apparel Shoppers
April 21, 2015
Consumers are on board with the concept of buying apparel online. Especially in this era of free returns and nifty sizing tools, buying clothing and shoes off the Web has become mainstream. However, some advertisers have been slow to respond. While most of us have at some point been served ads displaying items we browsed the day before, dynamic creative has the power and potential to do much more.
Big Data Drives Change if You're Ready to Be Driven
April 20, 2015
In an earlier chapter in my career, I had the seemingly lofty title of "software and intelligence editor" at a telecom trade magazine. Even back in 1996, telecom was experiencing a "big data" problem. It wasn't a problem of collection -- no, telephone companies collect more data than almost any other industry, recording call times and durations, as well as the numbers their customers dialed.
Sage and Salesforce: An Odd Couple?
April 15, 2015
It came as a surprise when Keith Block, vice chairman of Salesforce, made an off-the-cuff remark about a Sage-Salesforce alliance at Salesforce World Tour last week. Sage and Salesforce in February had announced they would work together, with Sage moving some of its undisclosed ERP applications to the Salesforce Cloud. However, the word didn't seem to spread, and it remained off my radar.
Shopping for Algorithms and APIs in the Cloud
April 10, 2015
Now that cloud computing has made it economically feasible to capture and collate large volumes of data, many organizations are trying to find an equally economical method to analyze and move the data across various business applications. Enter Algorithmia and Bedrock Data, two cloud-based companies offering online marketplaces to remedy these age-old issues.
Oracle Modern Customer Experience
April 8, 2015
Oracle did some smart things at last week's Oracle Modern CX Conference and user meeting in Las Vegas. The company has been making strides in organizing its messaging and products around customer experience in the wake of its RightNow Technologies acquisition a few years ago. It's been taking on the CX mantra whole hog. Today, Oracle CX is a full-featured tactic.
Oracle Aims to Wring More Sales From Marketing Cloud
April 6, 2015
Oracle last week trumpeted a set of new Marketing Cloud features designed to improve the customer experience. Oracle ID Graph, Rapid Retargeter and AppCloud Connect aim to boost sales by aggregating data from multiple sources and reacting to it in near-realtime. However, they fall short of the cutting edge in CRM -- predictive analysis.
WiFi Pays Retailers in Spades
April 1, 2015
EarthLink and IHL on Tuesday released a joint study that shines a light on the specific ways different types of localized WiFi networks are helping businesses, and how enterprises are adapting to the realities of a more mobile and data-centric world. Companies are changing their point-of-sale systems to try to stay competitive, the study indicates.
Optimizing the Brick-and-Mortar Customer Experience
March 27, 2015
The retail industry has finally awakened to what customers always have known -- they don't distinguish too much between channels. Modern shoppers are happy to embrace the immediacy and experience of the physical store while also benefiting from the informed and personalized ease of shopping online. Retailers should translate the smartest online strategies into their in-store experience.
5 Crafty Customer-Retention Strategies
March 23, 2015
Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good unless you are at the receiving end of this online voyeurism.
Quosal Lets Salespeople Add Video Spiels to Quotes
March 20, 2015
Quosal has announced a new feature that lets salespeople record a personal explanatory video to go with their quotes and proposals. Videos can be posted directly to Quosal's proprietary Order Porter purchasing experience for clients. "If the video can take the load off of having to read all of a proposal -- or, more likely, explain some gray areas -- then great," said analyst Denis Pombriant.
Importance of a System
March 18, 2015
I was telling a friend recently about some of the ideas in my book, Solve for the Customer. He was interested in my belief that customer science has evolved from a general emphasis on process in business, especially in the back office. His company does a lot to ensure that its customers are happy and loyal, because their business involves long-term relationships and agreements that renew for many years at a time.
Record Systems as Deal Savers
March 11, 2015
Transaction systems have all the fun but systems of record do all of the work; at least it seems that way. Maybe you've never thought of it this way but unless both kinds of systems are working well -- and working together -- your results will suffer. Record systems can tell you what happened, but by themselves they don't bring in business.
CPQ's Time to Shine
March 2, 2015
Last month, Salesforce Ventures, Salesforce's corporate investment group, swung into action. They led a Series B round of funding that garnered US$41 million for Apttus, a high-flying CPQ vendor. Salesforce Ventures also participated in SteelBrick raising a series B round of $18 million. That's two CPQ vendors that Salesforce has taken an interest in. The question is, why?
Relax, You're Surrounded
February 25, 2015
I don't know how many old movies there are in which the good guys say, "You're surrounded, come out with your hands up!" Somehow being surrounded is a bad thing -- or at least it was -- until it became a hot trend in the back office. Let me explain. Surrounding legacy systems, such as conventional ERP, is proving to be a good idea for a bunch of reasons.
Changing Sales Behaviors Through Creative Compensation
February 20, 2015
The idea of using incentives to drive business behaviors is not a new one. It happens in all areas of business, but it's most obvious in sales, where compensation is tied to performance. This is the most basic type of incentive, and it's used to get people who sell for a living to sell. However, other incentives can drive behaviors more complex than simply selling.
The Rhyme and Reason of Sales and Marketing Tech Adoption
February 18, 2015
For all the breakthroughs in technology and process, and for the vast amounts of money invested in making sales and marketing more productive and better aligned, we still face a staggering adoption problem. Sales and marketing pros answered a lot of questions in a recent survey. One of them was this simple query: How much of your sales team has adopted and regularly uses your current solution?
CFOs Open Purse Strings to Accelerate Cloud Adoption
February 13, 2015
Cloud-based alternatives to traditional hardware and software systems and enterprise applications are experiencing a new level of CxO acceptance. Chief Financial Officers are the latest members of the C-level suite to embrace SaaS, PaaS and IaaS solutions to not only reduce operating costs, but also improve their operating effectiveness so they can better achieve their corporate objectives.
Parature from Microsoft Caters to Customer Service Pros
February 10, 2015
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasing the productivity of customer service teams as well as giving them additional above-the-queue insights.
SAP Unveils Business Suite 4 SAP HANA
February 5, 2015
SAP on Tuesday debuted its new Business Suite 4 SAP HANA. The application is built on SAP's in-memory platform SAP HANA and sports a number of new features and workflows, as well as a newly-designed user interface. "It is basically a new iteration of the business suite," Simo Said, VP and global head for SAP Enterprise Applications and User Experience, told CRM Buyer.

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