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How to Muff a Mobile Marketing Campaign, Part 2 May 13, 2013 
You wouldn't think it was easy to bungle a mobile marketing campaign -- but it definitely is doable. Six in 10 decision makers planned to increase their companies' mobile marketing budgets in 2013, Forrester said earlier this year, reporting on a survey conducted for Acquent. However, 42 percent of those respondents were worried about achieving ROI. They have good reason to be.
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Twilio Lets Devs Build Contact Centers in the Cloud May 09, 2013 
Twilio last week rolled out capabilities that extend its communications API platform into the cloud contact center market. The new functionality is aimed at companies that want to migrate part or all of their traditional contact center operations to the cloud, or those that want to enhance existing traditional operations with a cloud-based component.
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How to Muff a Mobile Marketing Campaign, Part 1 May 06, 2013 
This year could be the best of times and the worst of times for mobile marketers, suggests a report Forrester released earlier this year. Six in 10 survey respondents -- people who make decisions about their company's mobile marketing strategy -- planned to increase mobile marketing budgets this year, according to the report.
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Why Mobile CRM Rules April 26, 2013 
If you think mobile CRM has been popular to date, you ain't seen nothing yet. There will be an eye-popping 500 percent increase in the number of mobile CRM apps available for download on app stores between now and 2014, Gartner predicted. That number is expected to grow to more than 1,200 by next year from 200 or so today.
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Pegasystems App Susses Out Customers' Soft Spots April 23, 2013 
Pegasystems has rolled out the newest iteration of its marketing application. New or enhanced features include improved ability to perform real time event-triggered actions and new B2B recommendation functionality. The key to understanding this app is its name, "Next-Best-Action," said Steve Kraus, senior director of product marketing. "That is the concept behind our approach to marketing.
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The Hidden Risks of Mobile CRM, Part 2 April 19, 2013 
Mobile marketing may just be in its infancy, but it already has ushered in a world of new risks -- or rather, existing risks that have been repackaged. They range from running afoul of still-developing regulations to security concerns, to consumers misinterpreting content. As people connect with the Internet through multiple access points, keeping a marketing message consistent is becoming more essential.
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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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Blackbaud Gives Fundraisers New Tools, Then Gets Out of the Way April 15, 2013 
Blackbaud, a CRM vendor that specializes in the nonprofit sector, has rolled out a new release offering additional social and mobile functionality. The end goal of the various upgrades -- which range from social scoring to the ability to run on a number of different tablets -- is to allow users to be able to spend more time with donors, said Eric de Jaeger, VP of product management, enterprise CRM solutions.
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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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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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Travel Industry Grapples With Mobile App Challenges March 26, 2013 
Consumers give hotels, airlines and car rental companies high marks in customer satisfaction for the mobile experience they provide, according to the "ForeSee Mobile Satisfaction Index: Travel Edition." Online travel agencies, however -- not so much.
Specifically, of the measured travel categories, hotel mobile sites and apps had an average score of 78.
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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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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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The Time of a Mobile Ad's Life, Part 1 March 05, 2013 
There is a long-standing debate in the email marketing community about timing -- that is, whether time of day makes a difference in open and click-through rates. In other words, will an email marketing message sent early Monday morning be more likely to be opened than one sent Wednesday around noon or one delivered late on a Friday afternoon in July?
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Where Customers Go, Salesforce Service Cloud Follows February 26, 2013 
Salesforce.com on Tuesday unveiled Salesforce Service Cloud Mobile, the first of a number of mobile computing initiatives planned for this year. Salesforce.com is stepping up its focus on mobile in 2013, said Michael Peachey, senior director of solutions marketing.
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Phablets Testing IT's Patience - and Ingenuity January 29, 2013 
First there were smartphones. Then there were very small smartphones and, conversely, larger ones. And devices that folded in half. And smartphones that had sliding QWERTY keyboards. After that, of course, came the tablets. The new form factor story doesn't end there. The next big trend is expected to be the phablet, a combination of a smartphone and a tablet.
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Keys to Successful Mobile CRM January 22, 2013
Mobile CRM is usually not a company's first foray into CRM. Before going mobile, a company usually has a SaaS-based CRM application, at a bare minimum, as well as an online presence that has become increasingly interactive over the years -- and likely a social media presence as well. Mobile CRM has quickly become a must-have for many firms, though.
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Appboy Helps Devs Re-engage Lapsed Users January 18, 2013 
What's the biggest customer-related problem for mobile app developers? A good guess is that it has something to do with one-time downloads by users who lose interest almost immediately. Enter Appboy, which just launched a customer segmentation platform aimed at building engagement.
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2013: The Year of Mobile CRM, Part 2 January 15, 2013 
2013 is just two weeks old, but executives in the mobile CRM space have a clear idea of how they hope the rest of it will unfold. What they want, in a word, is more: more mobile CRM functionality; availability on more devices; more vendors supplying applications. More mobile CRM is indeed on the way as economic growth picks up, said Atri Chatterjee, CMO of Act-On.
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Call Centers Jump on the Mobile Bandwagon January 14, 2013
Mobile devices are changing both how customers get in touch with call centers and how companies respond to those calls. The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they're calling from smartphones and clicking on apps, and call centers are adapting to this new mobile reality.
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