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SugarCRM Trots Out Sugar 7.9 With Quotes
May 18, 2017
SugarCRM on Wednesday announced the general availability of Sugar 7.9 with a new quote-generation and management feature that helps users turn opportunities into closed deals. The upgrade provides next-generation reporting capabilities, plus enhanced advanced workflow, which lets users trigger a process based on fields changing to or from specific values.
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.
Salesforce, QuintilesIMS Team to Push New Therapies to Market
April 25, 2017
Salesforce has entered an alliance with QuintilesIMS aimed at helping life sciences companies move treatments from clinical phases to commercial applications more effectively. QuintilesIMS, formed last year through the merger of healthcare data provider IMS Health and medical research firm Quintiles Transnational, is one of the world's largest integrated healthcare services companies.
Healthgrades' CareChats Aims to Tear Down Doctor-Patient Wall
April 21, 2017
Healthgrades, an online resource to provide consumers with information about physicians and hospitals, on Wednesday launched CareChats, a tool that allows encrypted text and email conversations between patients and their healthcare providers. Developed in partnership with Conversa, CareChats enables doctors and hospitals to communicate with patients outside of visits.
CPQ: Boost Selling Performance and Accuracy
April 17, 2017
They say it can take a product idea 10 years to go from concept to mass-market appeal but that might be only an optimist's viewpoint. Some of the best ideas in CRM right now have been marinating for at least that long -- and some for much longer. Two great examples are analytics and CPQ, which companies like Oracle, Salesforce and others have embraced with passion.
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.
Salesforce Offers AI-Powered CRM for Financial Advisors
March 31, 2017
Salesforce this week announced Financial Services Cloud Einstein, an AI-based CRM tool for financial advisors. It gives users a holistic view of each client's household and wealth ecosystem and lets them leverage Salesforce's AI technology to seek out new business opportunities. Einstein Opportunity tracks clients' sentiments, competitor mentions, and overall engagement.
LinkedIn Burnishes Sales Navigator for the Enterprise
March 23, 2017
LinkedIn on Tuesday launched an enterprise edition of its Sales Navigator product, with strengthened links to CRM. LinkedIn Enterprise Edition lets users send 50 emails on LinkedIn a month; adds Single Sign-On and other management features; and introduces TeamLink Extend, a tool that pools the networks of all the Sales Navigator users in an enterprise.
ProsperWorks Adds In-App Comms to its Google CRM Solution
March 20, 2017
ProsperWorks, which provides CRM for Google's G Suite business tools, last week announced the addition of in-app cloud communications functionality. The new features are available through a custom integration with RingCentral, which provides enterprise cloud communications and collaboration solutions. The integration lets users make, receive and log calls without leaving the CRM solution.
Salesforce FY18 Kickoff
March 9, 2017
Salesforce CEO Marc Benioff invited a select group of press, analysts and customers to a fiscal year kickoff presentation overlooking San Francisco and environs. It was held on the 23rd floor of one building that the company monopolizes, just across Mission Street from another that it is building and the bay beyond. It's a nice view. Salesforce starts its year in March.
Salesforce, IBM Kick Off New Artificial Intelligence Era
March 8, 2017
Salesforce CEO Marc Benioff and IBM CEO Ginni Rometty on Monday announced a global strategic partnership to deliver joint solutions leveraging artificial intelligence. Einstein, the AI that powers Salesforce applications, will be connected seamlessly with IBM's Watson AI platform. The integration is scheduled for availability in the second half, and pricing will be announced at that time.
CallidusCloud Steps Up Call Center SPM Game
March 3, 2017
CallidusCloud on Thursday launched ServiceMotivate, a call center sales performance management, or SPM, solution. ServiceMotivate is tightly integrated with Salesforce to track and reward call center agents based on key performance indicators of their service center, such as quick issue resolution and case closure rates, data quality improvements and customer satisfaction.
Salesforce Adds Health Cloud Features
February 22, 2017
Salesforce this week announced new features and an expanded partner ecosystem for its Health Cloud at the Healthcare Information and Management Systems Society conference. The new features are lead-to-patient conversion, risk stratification and advanced segmentation. Salesforce also announced a slew of new partner-developed applications for Health Cloud available on the Salesforce AppExchange.
Output vs. Outcomes
February 14, 2017
How many times have we been lulled into complacency over getting a project or a product done but not necessarily well received, because it was someone else's gig? This is a great reminder that the job isn't done simply because we produce something and shove it out the door. It's also a cue to pay close attention to what our CRM systems tell us. Our concept of a product has changed.
Quip Adds Serious Muscle
February 9, 2017
Salesforce has announced new integrations for Quip, the collaboration startup it acquired last summer for $582 million. Quip, which operates independently, also added new capabilities to its product's existing feature set, which includes smart notifications, chat built into every document and spreadsheet, and a smart inbox. Quip lets users direct-message group members.
Pipedrive Attracts Funds for Global Expansion
January 20, 2017
Pipedrive, a CRM manager that targets the end-user salesperson, has raised $17 million in a round of Series B funding from an investor group led by Atomico. Two of the company's original investors, Bessemer Venture Partners and Rembrandt Ventures, participated in the new round as well. Atomico partner Teddie Wardi will join Pipedrive's board to offer advice and support to the firm.
Clarabridge Delivers Retail Banking Package
January 17, 2017
Clarabridge, which offers SaaS and on-premises software products designed to help companies improve their customer experience management, on Tuesday announced a full-service solution for retail banking. Clarabridge's solutions use sentiment and text analytics to enable automatic collection, categorization and reporting on structured and unstructured data.
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.
Microsoft Trolls Small Biz With Outlook CRM Tool
November 18, 2016
Microsoft this week introduced Outlook Customer Manager, a new cloud-based tool that aims to help its small businesses clients stay on top of their customer relationships. The new service organizes everything from emails to meeting invitations, call logs, notes, tasks, files and other essential items. It comes just four months after the launch the company's Bookings tool.
AI and Customer Loyalty
October 19, 2016
AI and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. There definitely will be jobs that no longer make sense for humans to do, thanks to automation. However, there are some neglected business processes where AI and ML could make real contributions.
Microsoft Adds Muscle to Dynamics 365
October 18, 2016
Microsoft last week shared new information about its upcoming Dynamics 365 cloud service: the addition of 100 new apps; the inclusion of Solution Integrator partners in Appsource; the division of apps and features into Enterprise and Business Editions, the latter for SMBs; and a new subscription model. Many of the new capabilities will be available in both editions on Nov. 1.
Salesforce Commerce Cloud Hits the Streets
October 5, 2016
Salesforce last week unveiled the Salesforce Commerce Cloud, billing it as the fastest path to unified commerce. It's built on technology from Demandware; Salesforce completed its acquisition of the company this summer. Commerce Cloud enables brands to provide personalized experiences for shoppers across the Web, mobile devices, social networks and in stores.
Oracle OpenWorld
September 29, 2016
Larry Ellison was having too much fun. In his second keynote of this year's Oracle OpenWorld user conference, he was talking about his company's database, Oracle 12c, and comparing it highly favorably to Amazon's competing databases. It seems Ellison always has fun, which is one likely reason that the 72 year-old CTO and executive chairman of the board, looks 52, sounds 42, and probably feels 32.
Microsoft Dynamics Edges Out Salesforce, Oracle for HP Win
September 15, 2016
Just two months after announcing the integration of its CRM and ERP platform under the Microsoft Dynamics 365 umbrella, Microsoft this week announced a six-year agreement to deploy the service to HP Inc.'s ranks. Under the agreement, HP will deploy the Microsoft Dynamics platform -- including Azure, Office 365 and other solutions -- to tens of thousands of its employees.
Sales Tech's Forgotten Byproduct: Employee Happiness
September 13, 2016
Why do companies invest in CRM, sales performance management software, business intelligence, and every other component of the customer-facing technology stack? The obvious response is ROI. CRM paid back $8.71 for every dollar invested in it, Nucleus Research reported way back in 2014. Business analytics applications were delivering $13.01 in value for every buck spent on them.
Dreaming Up Einstein
September 10, 2016
Salesforce isn't waiting for Dreamforce to begin the drumbeat over its AI offering called "Einstein." There is so much to discuss about this turn of events that it's hard to begin, so rather than starting at a conventional jumping-off point I'll start with the name. You couldn't have lived at any point in the 20th century and not have some idea of who Albert Einstein was.
Harlequin Romances Customers
September 6, 2016
I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ideas that work really well, including emphasizing a consciousness of customer loyalty, keeping things simple, and focusing on personalizing relationships and engagement. Consciousness is relatively easy, but someone high on the org chart has to promote it.
Einstein to Make Dreamforce Appearance
August 25, 2016
Salesforce plans to unveil Einstein, an artificial intelligence product, at next month's Dreamforce 16. Einstein integration will give Salesforce's sales, service, marketing, collaboration and e-commerce products predictive suggestion and insights capabilities. It will serve as a new nerve system across the entire business. AI is key to Salesforce's future, CEO Marc Benioff has emphasized.
Salesforce Gets a Grip on Quip
August 2, 2016
Salesforce has agreed to acquire Quip, Quip CEO Bret Taylor and Head of Product Kevin Gibbs announced Monday. Quip lets users manage live documents throughout the collaboration process. The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet.
Oracle Hauls In NetSuite
July 28, 2016
Oracle has inked an agreement to acquire NetSuite -- the company its former chief marketing officer, Zach Nelson, cofounded in 1998 -- for $9.3 billion. NetSuite offers various software packages as cloud-based services, including ERP, accounting, CRM and sales force automation. What's surprising about the deal is "why it took so long and why Oracle paid so much," said analyst Trip Chowdhry.
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