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Outreach CEO Manny Medina: Selling Success
March 21, 2017
Making sales account-based is "the ability to take an account and use a holistic approach when dealing with it," said Manny Medina, CEO of Outreach. "You use a combination of marketing and sales to get to that account. It's giving a name to something people already do, and it creates an alignment between sales and marketing. You [target] top companies that you know for a fact are open to you."
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.
Analytics and Workflow
March 15, 2017
There's a big difference between B2C and B2B analytics that no vendors seem to be addressing, and it involves the consumption model. I recently spoke with K.V. Rao, founder and chief strategy officer of Aviso, an analytics company focused on sales, and his unabashed opinion is that "if you're trying to expose insights and make things consumable, you have to address workflow."
IDG's New Pipeline Activator Aims to Get Sales Timing Right
March 13, 2017
IDG has launched Pipeline Activator, a global subscription-based service pinpointing verified projects and active sales prospects for those selling to enterprise IT. Pipeline Activator, the latest addition to IDG's ABM360 suite of account-based marketing services, provides sales and marketing teams with detailed insights on target companies actively researching products and services for purchase.
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.
New Rules
March 1, 2017
One of the foundational ideas of business is the Pareto analysis, which tries to identify the small portion of factors that are responsible for the majority of business results. You know -- 80 percent of profits come from 20 percent of the customer base, and similar observations. Vilfredo Pareto formulated a business classic that we now refer to simply as "the 80/20 rule."
AI Deconstructs Phone Sales Pitches
February 13, 2017
SaaS solutions firm Gong last week released the findings of a study on sales phone conversations, including an analysis of gender speaking patterns. Women delivered slightly longer sales monologues, averaging about 9-12 seconds longer than those their male counterparts gave, but men generally spoke faster, the study found. Men tended to speak at a faster pace than women.
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.
Winning the Sales Talent War in the Big Data Era
February 8, 2017
Had a hard time hiring sales talent lately? You aren't alone. And guess what? It's only going to get worse! There are a lot of headwinds confronting sales recruiters these days. Among the strongest: The number of sales jobs is projected to grow 18.8 percent between 2010 and 2020, according to the Bureau of Labor Statistics -- so you're facing stiffer competition for talent.
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.
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.
Engagio CEO Jon Miller: How to Land a Whale
January 3, 2017
"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing programs, and stuff comes out the other end. What the account-based world is all about is that you have a list of names, but you don't wait around to see if those big fish swim into your net. Instead, you go fishing with spears."
Sales, Marketing Poised for AI Revolution
December 16, 2016
Artificial intelligence will revolutionize marketing in the next five years, according to a Demandbase survey conducted last month. Eighty percent of the 500 B2B marketers who participated in the online poll, conducted last month by Wakefield Research, said they expected an AI-fueled marketing revolution. However, only 26 percent were very confident they understood how AI was used in marketing.
Looking Forward
December 13, 2016
Traditionally in this year-end piece, I peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I'm close, other times not, but either way, my predictions quickly are forgotten. This year, I've decided just to say what I want rather than what realistically might happen. Since my vote has all of the authority of yesterday's news, it will follow past prognostications.
LinkedIn Begins New Chapter Under Microsoft's Wing
December 13, 2016
Microsoft last week closed its $26 billion acquisition of LinkedIn. LinkedIn will remain a separate company and Jeff Weiner will continue as its CEO, but he now reports to Microsoft CEO Satya Nadella. Integration of the companies' products is under way. Among many other things, a user's LinkedIn identity and network will be made available in Microsoft Outlook and the Office suite.
Demandbase's CEO Chris Golec: Finding the Companies That Should Be Buying From You
November 30, 2016
"Account-based marketing is really about marketing to the accounts that are aligned with your sales team," said Demandbase CEO Chris Golec. It's been done for years, but today there's a whole technology and practice around being able to market to accounts at scale, and this wasn't possible until about four or five years ago. It's a focused, targeted marketing approach."
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.
Salesforce Sets Up Lightning Community to Zap Competition
November 8, 2016
Salesforce last week launched the Lightning Partner Community, which lets business customers extend sales features to channel partners. Lightning Partner Community gives channel partners a single place to identify opportunities, track progress and close deals. It includes the Lightning Partner Experience, Integrated CRM for Partners and Salesforce Einstein for Partner Community.
Angry Customers Likely to Ditch Wells Fargo's Wagon
October 26, 2016
Wells Fargo Bank will lose customers in droves because of the scandal over fraudulently opened accounts and other issues, based on the results of an online survey cg42 conducted last week. More than 85 percent of the respondents -- 1,500 primary customers of the top 10 U.S. retail banks, including 1,000 Wells Fargo customers -- were aware of the scandal.
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.
Aviso CEO K.V. Rao: Humans, Machines and Magic
October 14, 2016
"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive analytics "can help you find the right content faster. That's what the state-of-the art is for sales.
FCC Slaps Comcast With $2.3M Overbilling Fine
October 13, 2016
The FCC on Tuesday announced that Comcast would pay a record $2.3 million fine to settle its investigation into whether the cable operator improperly charged customers for services and equipment they never approved, a practice known as "zero billing option." Federal law bans cable operators from charging customers for unauthorized equipment or services.
Dreamforce Redux
October 12, 2016
Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your hands leaves you frustrated. In the case of Dreamforce, you can't go to all of the sessions.
Bring Back the CIO
October 10, 2016
The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on users -- from the ability to outsource security and maintenance tasks to the avoidance of manual upgrade processes, to the switch in payment modes, to a model more affordable for more businesses.
AI's Moment
October 7, 2016
There recently has been an increase in the talk -- pro and con -- about bots, AI and intelligent assistants. A lot of this talk has been percolating around the industry for decades. Silicon Collar, a book by Vinnie Mirchandani, a friend and truly gifted analyst, accepts that automation might be eliminating jobs, but it optimistically holds out for the silver lining.
Dreamforce's Einstein: First Shot in New Sales Tech Arms Race?
October 6, 2016
A technology conference staple is the over-the-horizon announcement: a proclamation that something that isn't quite here yet is the next big thing, often accompanied by simulated screen shots, hypothetical use cases and fantastic demonstrations. This year's Dreamforce announcement of a machine learning-enabled technology called "Einstein" easily could be dismissed as futureware.
Bullhorn CMO Gordon Burnes: We're Going to Flip the CRM Paradigm
September 27, 2016
"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? When was it that the account manager last visited? That information just doesn't get into CRM.
Incentives-Driven Disaster: Wells Fargo's Ethical Implosion
September 21, 2016
Anyone who works with sales people knows that their ultimate incentive is their commission check. Since the first time that "sales" was identified as a profession, we've been paying the people who sell based primarily on their results. This has worked well -- but things are starting to change. The drive for results at the expense of all other considerations is running smack dab into new realities.
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