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Epicor Aims to Ratchet Up Loyalty
January 27, 2014
Epicor Software has announced the general availability of Epicor Retail CRM 7.0. The updated platform reflects a complete shift to .Net and SQL reporting services and includes a number of new features in analytics, reporting and security As a whole, 7.0 "gives a more granular view to the retailer about a customer's behavior," said Sarah Barron, Epicor Retail product manager for CRM.
Subscriptions in the Enterprise
January 22, 2014
Curiously, subscriptions and platforms have grown up together, even though neither is yet a necessary or sufficient requisite of the other. ZipCar and its ilk don't have formal platforms and the idea is not relevant to their models. Wireless vendors all have homegrown platforms -- primarily to run their Byzantine pricing and billing models -- and that's still off center.
Smart Marketing in a BYOD World
January 21, 2014
Bring Your Own Device, or BYOD, is an established trend at many U.S. enterprises, and it's likely to continue to grow. Mobile marketing is an established channel through which many U.S. companies reach customers and prospective customers -- and it also is expected to grow. Is 2014 the year the twain will meet? Will marketers begin targeting consumers at work?
Nextbee Gives B2Bs CRM Integration Links
January 20, 2014
NextBee has spent the last several months developing integration links to connect its referral and customer service products to the major CRM applications, including Salesforce, NetSuite and Microsoft Dynamics. The general idea of the integration is to combine NextBee's ability to track activities and provide incentives with the CRM system's customer service touchpoints.
Winning the CRM Race
January 17, 2014
"Customers do not want a relationship with your business, they want the benefits a relationship can offer to them." Mitch Lieberman, managing partner at DRI and an all-around bright thinker, first said this around 2009. He wasn't trying to smash anyone's illusions about the value of CRM. He was trying to reset business' thinking back to reality about the nature of buyer-seller relationships.
Huge Growth in Store for In-App Mobile Messaging
January 16, 2014
In-app mobile advertising is expected to jump significantly between now and 2018, according to new figures from Juniper Research. Ad spend in this category will reach $16.9 billion by 2018, up from $3.5 billion last year, the consulting group found. Smartphones currently account for approximately 70 percent of in-app ad spend, Juniper said, but that ratio is expected to change.
Salesforce1 Paves Way for Internet of Customers
January 10, 2014
Salesforce on Wednesday kicked off its Salesforce1 world tour in New York, touting the allure of the social, mobile and cloud customer platform to clients. Launched in November at Dreamforce 2013, Salesforce1 drove a 96 percent increase in mobile app active users and a 46 percent increase in active users of custom mobile apps, Salesforce maintained.
CRM's Collaboration Conundrum
January 07, 2014
CRM has gained significant attention and adoption among businesses eager to enhance their processes for building and maintaining customer relationships, thanks to industry visionaries such as Salesforce, Oracle and Microsoft. However, there's a major element of effective sales strategy that CRM systems neglect to address: collaboration. True collaboration requires more than data.
Interactive Tool Helps Companies Find the Right Social Software
January 03, 2014
Software Advice recently unveiled an interactive tool designed to help companies navigate the complex and confusing social media software market. Called "Social App Map," the tool is designed to serve as a guide for potential software buyers as they start to evaluate the many different vendors and options in this sector, which has a problem with definitions, the company said.
Kana Smooths the Wrinkles Out of Back-End Administration
December 27, 2013
Kana recently released an upgrade to its enterprise application, equipping it with new multinational knowledge management and other enhancements that make back-end administration easier. Another release earlier this year targeted the end user, but "our focus this time around was on a different set of users," said Scott Hays, Kana's senior director of product marketing.
Teach Your Channel Partners Well
December 20, 2013
Companies that sell direct have it easy. They have control over hiring their salespeople, control over marketing messages, and control over service and support. There's only one entity to blame if the buyer's unhappy, and that's the seller. When you mix in an indirect channel, however, things get a little more difficult. Now a third party has an impact on the buyer's satisfaction as well.
Let's Hear It for Metadata
December 16, 2013
It is a quirk of the data-information-knowledge continuum that data perceived by one person might be seen as information by another. The same goes for information and knowledge -- the frame of reference is important. You might even say it's all relative, and I don't think you'd be wrong. This conundrum is all brought into sharper relief by yet another slice of the range, and I don't mean Big Data.
It Was a Very Good Marketing, Partners and Platform Year
December 11, 2013
We are nearing year-end, and that means it's time for my annual year in review -- my assessment of things that will matter in the long run. From my spot, it looks like marketing took a big step toward greater relevance in 2013, the importance of being a partner in an ecosystem increased -- as did the significance of software platforms -- and reports of CRM's demise were greatly exaggerated.
Email Marketing for the Holidays, Part 2: Crafting a Compelling Call to Action
December 10, 2013
There's no doubt email marketing has become nonnegotiable for retailers during the holiday season, and that's particularly true on the mobile side. Mobile emailed offers are also playing bit roles in other strategies, such as showrooming. Retailers have learned not to push against this trend but to fight back by targeting shoppers while they are actually in the store.
Moxie Stitches Together Social Enterprise Options
December 09, 2013
Moxie Software, a provider of enterprise social software, has updated its Spaces by Moxie suite of applications with new features in its Chat Spaces, Email Spaces and Knowledge Spaces modules. Moxie Software's user base tends to be large B2C companies that have high-volume interactions with their customers, said Chief Marketing Officer Tara Sporrer.
CRM's Frayed Ends
December 06, 2013
The buyer-seller relationship we most often think of is one in which all the responsibility is loaded on the seller. The seller convinces the customer to buy, then provides support and further marketing to keep the customer loyal. Not every selling relationship works this way, however. When both ends of the sale have a responsibility, things get a little cloudier and more complex.
Top of the Funnel
December 04, 2013
The new customer era accepts that the direct contact between a vendor and customer or potential customer is being augmented by non-human intermediaries like websites, software robots that triage customer issues, e-commerce systems, social media, and who knows what else. The good news is that customers leave data trails like ants leave trails of pheromones to a candy bar on a sidewalk.
Salesforce.com Drops $1M to Make Hackathon Results Fair
December 03, 2013
Salesforce.com has taken an interesting step in stemming the fallout from its recent hackathon by deciding to award a second prize of $1 million to another team of developers. At the Dreamforce software conference last month, Salesforce.com held a Salesforce1 Hackathon, in which more than 4,500 developers were encouraged to build apps using the company's customer relationship management platform.
Email Marketing for the Holidays, Part 1: Making the Right Mobile Impression
December 03, 2013
Email marketing will be a key strategy in retailers' advertising playbooks this holiday season, but not just any email. Increasingly, it is becoming clear that more consumers are reading emails via their mobile devices -- in many cases, only that way. They are also using their mobile devices in stores for last-minute product research, and that includes the emailed offers from local merchants.
TreeHouse Brings Content Marketing Into Its CRM Fold
December 02, 2013
TreeHouse Interactive recently updated the core functionality in its Marketing View marketing automation platform by adding a new tool called "Content Marketing Manager." Marketing automation -- along with TreeHouse's other play in the CRM space, partner relationship management -- is one of the company's raisons d'Ítre. "We shipped our first marketing automation platform in 1997," said CEO Erich Flynn.

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