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Kana Adds Context, Subtracts Search April 16, 2013 
Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service. Its features include case management; Web self-service; mobile chat; co-browsing; social listening, analytics and community engagement; email, campaign and white mail management; and advanced knowledge management.
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The Hidden Risks of Mobile CRM, Part 1 April 12, 2013 
As mobile marketing evolves, so do its risks. The Federal Trade Commission last month released its updated "Dot Com" guidelines. An update long in coming -- the first since the report was released in 2000 -- the guidelines take special note of mobile. In short, they state that the same rules that apply to ads in newspapers, radio and television apply to mobile devices -- and social media too, for that matter.
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The Say-Anything Salesperson Is a CRM Killer April 11, 2013 
I was talking to a friend of mine whose company had a rough first quarter. As is often the case, both sales and marketing came under scrutiny; several salespeople were let go, and marketing is now under a microscope. In trying to perform a post-mortem on the problems, we struck upon the issue of salespeople. The sales manager held up a former employee as an example of the kind of people he wanted; this guy was a go-getter.
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SugarCon 2013: New Direction, Old Message April 10, 2013 
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 even though New York is one of the most cosmopolitan of cities, I heard a lot of European languages in the corridors, and I met many people from countries across the Pacific.
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What's Driving Marketing's Renaissance? April 08, 2013 
Marketing is taking CRM by storm. While we've all been fixated on social media, many companies -- both vendors and end customers -- have been acting more broadly by acquiring and extending marketing solutions. At the recent Microsoft Convergence 2013 held in New Orleans in March, the company put a lot of emphasis on marketing.
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A Slam Dunk for College Basketball Stats April 06, 2013 
The contact page of Ken Pomeroy's website, kenpom.com, contains all the standard fare -- a disclaimer, an email address, a note for subscribers. Below that, however, there is a brief note for media members, and it's telling. It starts normal enough, with Pomeroy insisting he is happy to do interviews or help with stories and so on.
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Salesforce Cranks Up Chatter for Social Intelligence April 05, 2013 
Salesforce.com has upgraded Salesforce Chatter with a new feature that collects and aggregates unstructured data -- or perhaps better put, social intelligence -- onto one page for easy reference. The feature is called Chatter Topics and Expertise, and it lets users find information and related resources and identify experts, based on topics of interest.
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5 Things That Kill CRM ROI Dead April 05, 2013 
Back in the old days -- like around 2003 -- the rate of what was termed "CRM failure" was unacceptably high. You often heard it bandied about that 70 percent of implementations were failures. That was an estimate -- companies were not coming forward to confess their CRM disasters, so building a scientific sample was impossible. Still, the number reflected the general dissatisfaction.
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Colosa Builds Better BPM Into SugarCRM April 04, 2013 
SugarCRM and Colosa are getting set to debut a new Sugar module based on a visual tool that lets users design business process workflows inside SugarCRM. They'll be able to control the way tasks get routed; track how long it takes to complete; and control which screens get displayed and their order. The module, ProcessMaker SugarCRM Edition, contains a full BMPN 2.0 designer and engine.
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Marketo Winds Up for Risky IPO April 03, 2013 
Marketing automation company Marketo filed paperwork with the SEC on Tuesday to launch an initial public offering valued at $75 million. The company has not yet proposed a stock price. It does say in the filing that it is considered an "emerging growth company," and it plans to list on Nasdaq under the symbol "MKTO." The most telling portion of the filing was the company's description of risks.
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Race Against the Machine April 03, 2013 
Erik Brynjolfsson and Andrew McAfee of the MIT Center for Digital Business and the Sloan School of Management have written an interesting book for our times -- our economic times -- with an appealing metaphor that any technologist will appreciate. Race Against The Machine: How the Digital Revolution is Accelerating Innovation, Driving Productivity, and Irreversibly Transforming Employment and the Economy, is short and to the point.
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CallCopy Lets Managers See What Customers Are Saying April 01, 2013 
CallCopy recently unveiled cc: Discover 5.1, an upgrade to its flagship workforce optimization suite. Many of the changes incorporated in this version were made at the behest of customers who provided feedback at the company's first annual User Conference last fall, said Patrick Hall, CMO of CallCopy. Taken as a whole, the upgraded application "provides a simple solution to solving complicated problems."
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Big Data Spawns Big Ideas for Mobile CRM March 29, 2013 
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 information becoming available to the CMO through new technologies and Big Data offers huge potential.
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Don't Rebuild Those Silos! March 28, 2013 
It's hard to overstate the impact that the arrival of Software as a Service had on the CRM world. Spearheaded by Salesforce.com and picked up by almost every other vendor in the CRM space, SaaS made CRM available to virtually every business, and has paved the way for the continued health of the CRM space.
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Coremotives Has the Whole World in Its Plans March 25, 2013 
CoreMotives is a marketing automation platform that operates completely within Microsoft Dynamics CRM. Acquired by Silverpop about a year ago, CoreMotives remains a separate offering from its parent's flagship Engage platform, which features its own Microsoft Dynamics CRM integration. CoreMotives has been tweaking its feature set and steadily globalizing its product line since the acquisition.
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Salesforce.com's New Mobile Chatter Expands the Conversation March 22, 2013 
Salesforce.com has rolled out the latest iteration of its Chatter app designed specifically for the mobile environment. "With this version, we are taking [it] to a new level, allowing users to really drill down into accounts and take many different types of actions while in the field," said Michael Peachy, senior director of solutions marketing at Salesforce.
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Microsoft Dynamics Gets Major Overhaul March 19, 2013 
Microsoft opened Convergence 2013 Tuesday morning with a keynote address from Microsoft Business Solutions President Kirill Tatarinov -- and the debut of an upgraded CRM application.
With 11,000 attendees, this is the largest Convergence Microsoft has held to date, said Seth Patton, senior director of marketing for Microsoft Dynamics CRM. "The key theme for the event is uniting business and IT," he said.
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KXEN's Predictive Offers Helps Agents Get Inside Customers' Heads March 18, 2013 
KXEN has launched Predictive Offers, a real-time next best action tool for customer service and call center agents, on Salesforce.com's AppExchange. The product's goal is to improve customer retention, boost upsell and cross-sell, and improve the overall customer experience by providing agents with the best recommendations for the customers they're speaking with in real time.
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New IBM Lab Explores the Science of Personalization March 15, 2013 
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.
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The Time of a Mobile Ad's Life, Part 2 March 14, 2013 
Does it matter what time of day a mobile ad is displayed? If a generation's worth of lessons learned from email marketing mean anything, the answer is... maybe. Truth is, there are coherent arguments to be made on both sides. However, as marketers intensify their aim at mobile devices, the balance is shifting to the side that believes timing matters.
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