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Salesforce1 Mobile App Drives Internet of Customers
May 27, 2014
Salesforce.com has announced that its Salesforce1 Mobile App will be generally available in the company's summer release. The app will be accompanied by an enterprise ecosystem consisting of some 65 partner apps, a new connector for SAP, and a slew of new features around sales, service and marketing functionality, said Michael Peachey, senior director of mobile products for Salesforce.com.
Maximizing a Product Rollout
May 14, 2014
Bringing a new product -- or even a new version -- to market is not what it used to be. Back in the day your market was probably empty, a green field where you could find opportunity under a rock. Everybody needed what you had, and selling was relatively easy. Things don't stay that way for long, though, and today you have to work hard to insert a new product into a crowded market.
FirstRain Mobile Showers Sales Reps With Data
May 13, 2014
FirstRain has released its third iteration of the mobile version of its personal business analytics app, enhancing it with social sharing functionality and building in a new contextual layer that gives users more information about the data they receive. FirstRain also debuted a version for Windows Phone with this rollout. These changes are preceding what FirstRain is doing on the desktop.
OnSip Invites Customers to Push Its Buttons
May 05, 2014
Amazon's Mayday button has intrigued CRM industry users as well as consumers. Introduced about a year ago, Mayday is a button customers can press on their mobile devices to get service or tech help. Salesforce.com last month debuted its version of Mayday. Now other tech providers are introducing variations on the theme. One such company is OnSIP, which has just debuted InstaCall.
New Salesforce Tool Lets Customers Send an SOS
April 29, 2014
Salesforce.com last week launched Salesforce1 Service Cloud SOS, a tool that allows companies to offer service via a mobile app. It consists of a button embedded in an app's interface, and as the name "SOS" suggests, it is meant for customers to press when they need help or assistance. Then, depending on the service apparatus of the company in question, a live agent will respond.
inContact Rolls Out Feature-Rich Cloud Call Center Update
April 23, 2014
inContact has released its first cloud contact center software update for the year. Version 14.1 contains a new two-way SMS channel, more refined automated call-routing, deeper integration with Salesforce.com and Oracle, and new APIs that give enterprise users the ability to customize their own applications and do a deep dive into their data. The company currently is rolling out the new version.
SugarCRM Refines Customer Analytics for Sales
April 14, 2014
When SugarCRM debuts version 7.2 in the coming weeks, users already will have had a taste of one of its main themes: tighter integration around productivity tools aimed at better understanding a customer base. That is because SugarCRM has previewed two such integrations over the past month -- one with Marketo and one with Dun & Bradstreet -- both designed to improve the user experience.
Clari Sharpens Its Focus on Data-Driven Processes
April 07, 2014
Clari is bursting onto the CRM stage with a mobile sales productivity platform that is coming out of stealth mode, thanks to a $6 million infusion of funds from Sequoia Capital. The product, says CEO Andy Byrne, marries "a beautiful design," with data analytics and mobile tech to create a system that helps reps close deals faster, while cutting down on productivity-killing data entry tasks.
New Avaya Platform Defrags Customer Experience
March 20, 2014
Avaya has rolled out an upgraded CEM platform with two new major components: the proactive outreach manager and intelligent customer routing. The common theme in this product's enhancement is the unification of inbound and outbound customer engagement with self service across any media, explained Avaya's Cory Glover, senior manager in the customer experience solutions marketing team.
Marketers, Start Your Engines
March 13, 2014
The connected car may be zooming into the mainstream: Apple has officially entered the market. The debut of CarPlay comes nearly a year after Apple first previewed iOS in the car, tweaking the platform to move Siri, Maps and other services to the dashboard. Apple showed off CarPlay and announced new partners Ferrari, Mercedes-Benz and Volvo early last week at the Geneva International Motor Show.
Salesfusion Bumps Up Lead Scoring in New Marketing Automation Release
March 10, 2014
Salesfusion has released a new version of its marketing automation platform enhanced with the lead-scoring capabilities it acquired with its purchase of LoopFuse. The end result of this newly integrated product is a marketing automation application that has predictive lead scoring and is priced and configured to be used by mid-market companies, said Salesfusion CEO Christian Nahas.
Microsoft Beats the Customer-Centricity Drum at Convergence
March 04, 2014
Microsoft on Tuesday kicked off its Microsoft Dynamics Convergence 2014 conference with a keynote address by Executive Vice President Kirill Tatarinov, whose running theme was the need for the companies to be customer-centric to stay competitive. "Technology has changed the social fabric, transforming how we engage, connect and interact with one another," Tatarinov said.
Pega's Next-Best-Action Marketing Learns on the Job
March 03, 2014
Pegasystems has rolled out Next-Best-Action Marketing 7.1. Built on Pega 7, it aims to provide marketing executives with the best customer service strategy -- the next best action -- for any given scenario, based on customer data captured by the system, along with rules configured by the user. The differentiator between this and other platforms is its self-learning functionality.
Clarus Offers Etailers a Prime-ish Loyalty Platform
February 24, 2014
If you were to administer truth serum and ask a retailer how it really felt about Amazon Prime, chances are the response would be that it's pure genius -- or pure evil genius, perhaps. Why? Because Amazon Prime encourages shoppers to come back and back again to browse and buy, and it's all based on an incentive that online consumers hold very dear: free shipping.
Microsoft Dynamics CRM Gets a Fuel Injection
February 18, 2014
Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration: new marketing functionality; enhanced customer service options; and the introduction of a unified service desk for call centers. There are also additional social listening features.
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.
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.
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.
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.
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.
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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