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Tellwise's Smart Messages Creates Buyer-Friendly Collaborative Environment
July 28, 2014
Tellwise, a two-and-a-half year old startup, has introduced Smart Messages, a new collaboration platform for sales reps to target prospects. The multichannel platform comes equipped with such tools as intelligent notifications, behavioral analytics and mobile functionality. Smart Messages is the culmination of the vision of Tellwise's cofounders, all of whom are former Microsoft engineers.
Attentive.ly's Social Marketing Taps Customer Interests
July 21, 2014
Attentive.ly recently released its application on the Eloqua platform, digging a deeper foothold for itself in the CRM enterprise space. Attentive.ly provides social marketing automation functionality in the form of a plug-and-play toolset that works with a CRM overlay. Using its tools, companies can organize customers in specific groups, listen to their online conversations, and send personalized marketing messages.
SAP, Esri Beat the Clock With Native Integrations
July 17, 2014
SAP and its long-standing partner Esri have developed a native product integration that debuted this week at the at the Esri User Conference currently under way in San Diego. The companies have been collaborating on projects since 1999, due to the significant overlap in their respective customer bases. Some 60 percent of SAP's asset management customers use Esri's mapping technology.
Blackbaud Weaves New Data Services Into eTapestry
July 07, 2014
Blackbaud recently upgraded its cloud-based eTapestry fundraising application with tools addressing what seems to be a perennial problem in CRM -- dirty data. The ultimate goal of the upgrades for the application, which is designed for nonprofits, is to improve the quality of donor information. The upgrade does that via two new enhancements integrated from Blackbaud's Target Analytics division.
Zendesk Illuminates Customer Data
July 02, 2014
Zendesk has rolled out Zendesk Insights, a new analytics and data visualization tool that sits on top of its flagship customer service platform, for its Plus and Enterprise users. "One thing we have been hearing from our customers is that they want more access to the data and analytics that they produce by interacting with their own customers," said Sam Boonin, VP of product at Zendesk.
Five9 Adds Social, Mobile to Its Cloud Call Center Repertoire
June 23, 2014
Five9 has introduced Summer Release 2014, the latest version of its cloud contact center software. The company's first major release since its 8.1 launch last year, it follows Five9's acquisition of SoCoCare, a social engagement and mobile customer care provider. SoCoCare's feature set is part of the basis for the new release. As a result, Summer Release 2014 is now a multichannel desktop app.
What Salesforce Has Up Its Sleeve
June 11, 2014
Wearable computing hove into view in a big way this week when Salesforce.com announced Salesforce Wear, which enables developers to build new apps for teeny-tiny screens and devices that you, well, wear. Wearables is a market poised for takeoff. Last year, for instance, Apple cornered the world markets capturing all the copyrights to "iWatch," which I think was not a coincidence.
Salesforce Tries On Wearable Tech for Size
June 10, 2014
Salesforce.com is moving aggressively to carve out its own place in a hot emerging technology niche: wearable computing. With its new initiative, Salesforce Wear, it appears to be following its usual MO of co-opting technology in the consumer world and repositioning it for the enterprise. However, unlike social networking, wearable technology is still an iffy proposition among consumers.
New Treehouse Tools Gauge Marketing Campaign Success
June 09, 2014
TreeHouse Interactive has rolled out an enhanced version of its Marketing View application, infusing it with advanced reporting and analytics features and a spruced-upped user interface. The point of the upgrades, said Erich Flynn, CEO of TreeHouse Interactive, was to provide and display all the necessary campaign-related statistics a marketer would need to judge the performance of a campaign.
Microsoft Dynamics Steps Out of Shadows
June 03, 2014
Microsoft on Monday announced global availability of the latest feature set in Microsoft Dynamics CRM, which was introduced earlier this year. It offers new marketing functionality, enhanced customer service features, a Unified Service Desk for call centers, and additional social listening features. The marketing functionality in this version of Microsoft Dynamics CRM has been rebuilt.
SAP Seeds the Cloud With Industry-Specific CRM Applications
June 02, 2014
SAP has updated its cloud-based CRM portfolio with the rollout of three industry-specific applications. These applications, designed for the insurance, utilities and retail sectors, are the first cloud-based verticals for CRM, aside from a broader-based application with functionality tailored for consumer goods. In addition, SAP has introduced a cloud-based marketing performance dashboard.
Salesforce, MS Deal Could Put Mobile CRM on Steroids
May 30, 2014
Now "anyone can run their business from their phone," Salesforce.com recently promised when it announced its Salesforce1 Mobile App. Many company announcements tend to overpromise, and Salesforce has a tendency to be particularly exuberant, so I took it with the customary grain of salt. My skepticism vanished on Thursday, when Salesforce and Microsoft announced a global strategic partnership.
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.

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