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A New Service Model
July 19, 2017
People concerned about automation killing jobs might look at Helpshift's strategy and similar automation approaches. By enabling businesses to build help or support into mobile apps, these new models are re-inventing support to get the job done. Sure, they provide automated support in lieu of conventional agents, but they do so at a level where it often can be uneconomic to position live agents.
Hootsuite Adds New Social Selling Tool
June 21, 2017
Hootsuite on Monday launched Amplify for Selling, a mobile-first solution that helps sales teams succeed on social by generating leads and fostering revenue-driving relationships. The new tool is an extension of Hootsuite's Amplify employee advocacy product, which is focused on the business-to-business market. Amplify for Selling integrates with Salesforce and Microsoft Dynamics CRM.
Salesforce Parallelism
June 12, 2017
For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in interesting ways. There are product lines for the enterprise, small and mid-sized businesses, business-to-business firms and business-to-consumer operations -- and probably some others that I haven't considered. The rationale for all of these new products is simple.
Salesforce Offers Alternative to Old-School Partner Portals
June 1, 2017
Salesforce on Wednesday announced the Sales Cloud Lightning Partner Relationship Management app as a replacement for partner portals and electronic data interchanges that lack modern features such as built-in mobile, social analytics and AI capabilities. The PRM app has an interactive Guided Setup Wizard that lets channel managers configure, customize and deploy the app in days.
Helpshift Integrates With Salesforce
May 25, 2017
Mobile technology has delivered a lot of useful functionality that enables vendors and their customers to be on the same page more frequently. However, the screen size has an inherent drawback: It shows a very narrow slice of a reality -- typically one idea at a time. The problem is especially acute in the key areas of sales and service. A mobile "help" app should deliver help the customer values.
Verizon Aims to Help Firms Get Up Close and Personal With Customers
May 22, 2017
Verizon Enterprise Solutions has released Visual Interactive Calling, an SDK and platform designed to enable banks, retailers, airlines, travel and hospitality companies, and other firms to communicate visually with their customers. "The sweet spot for this solution is enterprises that have deep mobile app penetration into their customer base," said Tom Smith, a CX manager at Verizon.
Veeva Offers Cross-Stack Customer Insights
May 12, 2017
Veeva Systems earlier this week announced Veeva CRM MyInsights, a new cloud-based data visualization capability producing tailored insights within Veeva CRM. MyInsights lets users of tablets or other mobile devices access, analyze and visualize information in real time. It includes fixed reporting for sales and activity data and a new, customizable HTML5/JavaScript framework.
Then and Now
April 26, 2017
A few years ago, when Oracle was busy buying companies to fill out its front-office cloud offering, RightNow developed a "day in the life" video that has stuck with me. It was shown at RightNow's last user meeting as an independent company. In fact, at the conference where it debuted, Oracle announced its acquisition of RightNow. The video's importance was as a harbinger of things to come.
SugarCRM Adds Enterprise Management to Mobile App
April 6, 2017
SugarCRM has announced the latest version of its app for iOS and Android, Sugar Mobile 5.0. It includes a redesigned user experience based on customer feedback; support for Apple's Touch ID; a new Sugar MACS service that lets users customize login, splash and loading screens to support their organization's branding, look and feel without coding; and enterprise mobile management support.
Top CRM Blogs of 2016: Countdown, Part 2
January 24, 2017
There's something to be said for consistency. Baseball Hall-of-Famer Tony Gwynn hit over .300 19 years in a row. The swallows have returned to Mission San Juan Capistrano every year since 1812. Richard Belzer played Detective John Munch in nine different television series over 23 years. Doing things well for a long time should earn you some attention for your efforts.
Salesforce Releases Texting Customer Service Chatbot
December 14, 2016
Salesforce has released LiveMessage, a chatbot that lets enterprises users engage customers through messaging apps such as Facebook Messenger, SMS or MMS directly within its Service Cloud. Service agents can respond to customers on Facebook Messenger after accessing their records, for example, and the conversation automatically is appended and can be resumed later if necessary.
LinkedIn Spiffs Up Sales Navigator
July 22, 2016
LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales Navigator with Gmail. The third is a new recommendation tab on the Sales Navigator mobile apps.
Zendesk SVP Matt Price: CRM's Super-Exciting Road Ahead
July 12, 2016
The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships with our customers. We're moving beyond a series of transactions to relationships."
CRM and GDP
February 17, 2016
I was gobsmacked when I read this in Robert Gordon's The Rise and Fall of American Growth: The U.S. Standard of Living Since the Civil War: "Electric light, the first reliable internal combustion engine, and wireless transmission ... were all invented within the same three-month period at the end of 1879." It's a book full of surprises emanating from an analysis of major inflection points.
Forecasting 2016
December 23, 2015
My favorite Boston FM radio DJ was Charles Laquidara, who would end his show with the words, "If the creek don't rise, if the good Lord's willing, if there ain't no meltdown, we'll do it all over again tomorrow right here on The Biiiiig Mattress!" It impressed me that even one day out, he'd caveat his prediction of being there tomorrow. Unlike my hero, I will attempt to forecast the year ahead.
Sage Live Launches on Salesforce AppExchange
December 11, 2015
Sage Software on Wednesday announced that it has launched Sage Live on the Salesforce AppExchange marketplace. Sage Live, built on the Salesforce AppCloud, gives small businesses real-time data connecting CRM, accounting and financial data, and can scale with a business. It works with thousands of third-party apps through real-time integrations and APIs so it can be completely customized, the company said.
Microsoft Dynamics CRM 2016 Focuses on Intelligence
December 3, 2015
Microsoft this week released Dynamics CRM 2016 in CRM Online and on-premises versions. Built-in intelligence is a key feature of the package, which is available in 130 markets and 144 languages. It leverages the Cortana Analytics Suite's advanced analytics and machine learning capabilities. Intelligence "is important because it's an idea that's current," observed analyst Denis Pombriant.
Why Tablets Are Tanking
November 9, 2015
Boy, we really have gone full circle on tablets -- and not just once. Back when the Windows tablets first came to market, a whole bunch of us predicted it wouldn't be long before they replaced all of the notebooks. I don't think they even made it to 10 percent before the tablet market collapsed, and the pre-existing forms reclaimed their shares. Then the iPad launched.
Customer Engagement in the Age of the Silent Traveler
October 9, 2015
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 reservation specialist to book flights or running through seating options at the check-in counter.
SaaS' Next Wave: Customer Lifetime Value Management
September 4, 2015
Salesforce's latest quarter, along with the buzz surrounding its upcoming Dreamforce lovefest, have showcased CRM's rapid migration to the cloud. However, today's SaaS CRM solutions deliver limited value-add if the organizations that use them are unable to realize marketing and sales promises. This is especially true for those guiding prospective customers on an omnichannel journey.
Salesforce Lightning Strikes Twice
August 31, 2015
Salesforce last week launched Salesforce Lightning, combining its new Lightning Experience and new Lightning Design System with its Lightning App Builder and Lightning Components released last month. Lightning Experience ensures that information is tailored to suit the screens of desktops, tablets and smartphones as required. There are consistencies across devices, but slight differences as well.
Salesforce Extends Marketing Cloud to Instagram
August 7, 2015
Salesforce has extended its Social.com, Active Audiences and Social Studio marketing tools to Instagram. These tools let marketers buy and manage advertising, publish content, participate in and review discussions with customers, resolve customer service issues, and analyze conversations. Marketers already are using these tools on Facebook, Twitter, LinkedIn, Google+ and YouTube.
Salesforce's Lightning Announcement
July 29, 2015
Spreadsheets suffered a body blow on Tuesday, when Salesforce announced new platform functionality. Soon all spreadsheets will be good for is financial analysis. This sounds funny, because the spreadsheet for several decades has been the unofficial IT prototyping tool. Actually, it was the end-users' prototyping tool -- the default thing they used to capture data.
Bridging the Front and Back Offices
July 9, 2015
I've written many times about how conventional, premises-based ERP seems to be evaporating. Configuration, pricing and quoting are business processes that illustrate the point. First, let's all agree that enterprise resource planning isn't going extinct as it evaporates -- it's too valuable -- but it is getting a haircut. Many of the functions leaving ERP are condensing back into the front office.
Making the Most of Micro-Moments in the Customer Journey
May 26, 2015
The mobile advertising race is on. Google has to scramble to stay ahead in the volatile mobile ads market, because it has been losing ground to Facebook, suggested Pace University marketing professor Larry Chiagouris. Google is "valued at a high multiple, based on its current market share, and cannot afford to give away any market share," he noted.
CRM's 'Show Me' Video Revolution
May 19, 2015
Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.com's remote video support service, Nexus SuppportCam.
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.
Are Call Centers Ready for the Internet of Things?
February 17, 2015
The IoT represents a wealth of untapped riches -- and there's no shortage of data highlighting the potential this technology has for the economy. The demand is there, as is the supply. However, there's one piece that may or may not be missing, depending on whom you ask: the back end capacity to handle the information these devices will generate.
Tune Strikes a Chord With Investors
January 30, 2015
Mobile marketing company Tune has raised $27 million in funding, it announced Thursday. Icon Ventures partner Jeb Miller will join Tune's board. Icon led the funding round; Accel Partners and Performance Equity Management also participated. Tune will use the proceeds to grow its engineering team, introduce new products and generally invest in the services it offers.
Zendesk Crystallizes Mobile Customer Service
December 16, 2014
Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Using these, a company can offer Zendesk's self-service functionality through a mobile app.
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How urgent is the need to provide broadband services for rural U.S. communities?
It's critical to the entire economy, and everyone should share the cost.
If rural residents really want high-speed Internet, they should foot the bill.
Internet providers will benefit -- they should build out their own networks.
The government should ensure that everyone is connected, but broadband isn't necessary.
People who choose to live off the grid do so for a reason -- leave them alone.
Providers should improve broadband services in heavily populated areas first.