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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.
5 Ways Social CRM Builds Indirect Channel Relationships
May 23, 2014
The concept of social CRM has been around so long now that, if you listen to the pundits, we should stop saying it and just include it as part of CRM. That assumes most companies have fully digested what "social" means and have made plans to use it effectively -- which is assuming a lot. That said, there's another area where social media needs to be incorporated: partner relationship management.
Going Off-Script to Delight Customers
May 16, 2014
I had an exciting moment while grocery shopping last week. After 10 years of going to the same market and seeing the same checkers, one of them actually pronounced my name right. I know my last name's a bit hard to pronounce, and clerks have spent the better part of the 21st century asking me how to say it. I also know that, at the market where I shop, clerks are instructed to thank customers.
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.
Are We There Yet? The Long Road to the CRM Revolution
April 17, 2014
They say you must walk before you can run. It follows that you should crawl before you walk. In CRM, however, there are a lot of businesses that talk at great length about wanting to run even though they haven't mastered crawling yet. They battle with the same old problems: adoption issues; technology decisions made before business needs are identified; lack of executive buy-in.
The Minimalist Guide to Inbound Marketing
March 31, 2014
Inbound marketing is an essential part of an online brand promotion strategy. It lets you target your audience directly and draw them in. Inbound marketing is the process of getting customers to come to your store before you try to sell them anything. Inbound marketing for e-commerce is no different. Give customers a reason to come to your site, and they're likely to return when ready to buy.
Adding Channels Won't Fix Broken Customer Service
March 07, 2014
Technology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email and sometimes social media channels. They all have their own nuances, and they all place specific demands on your staff. The problem is that a new channel won't fix what's causing other channels to fail.
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.
4 Ways to Waste Great Marketing Opportunities
February 28, 2014
CRM has always purported to be about relationships, but it's often used primarily for sales. That's kind of a good news, bad news situation. The bad news first: CRM got a bad rap when it didn't become a sales panacea (mostly for adoption issues). The good news: It exposed a void in the mix that marketing automation rushed to fill. The key to successful relationships is communication.
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.
'Nontraditional' Is the Name of the New CRM Game
February 10, 2014
Fueled by its recent infusion of $40 million by Goldman Sachs to invest in sales and marketing, SugarCRM plans to focus on "the nontraditional use of CRM," said VP of Marketing Jennifer Stagnaro. "That is, we plan to go beyond the traditional uses of sales force automation and customer service and marketing automation," she said, noting that nontraditional uses of CRM are on the rise.
The 3 Ages of CRM
February 05, 2014
I have written often about the connection between CRM and economics, almost as if one explains the other. While I still believe it in part, my thinking has evolved and become more nuanced over the last 15 years to the point that today I want to discuss my evolution. Social science is for me the obvious metaphor for CRM, but which social science? The first era of CRM can be explained by economics.
Betting Big Bucks on the Real Omnichannel Deal
February 04, 2014
CRM vendors for years have been acknowledging the need for omnichannel support while bending over backwards to explain how their particular applications or product suites excelled at providing that missing link. A funny thing began to happen at the end of the 20th century. Instead of talking about it, CRM vendors started doing something about it. One by one, they made some strategic acquisitions.
Marketing Automation Report Card
January 29, 2014
After two years of fairly hectic activity in the marketing automation space, it might be useful to ask where all the commotion has gotten us. Once a captive of finance, which was concerned with reeling in marketing's costs and rationalizing expenses with known -- or at least knowable -- benefits, marketing automation emerged in the last couple of years as a powerful tool.
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.
Foreign Firms Flee US Cloud Services
January 13, 2014
Further proof that the NSA surveillance scandal is impacting the United States IT industry came on Friday with the publication of a study conducted for Canadian Web hosting and cloud services provider Peer1 Hosting. Fully 64 percent of the 300 UK- and Canada-based respondents to the survey hoped to move data from U.S.-based cloud service providers to their own countries within the next five years.
Will 2014 Be the Year Mobile CRM Goes Omni-Channel?
January 06, 2014
There was no end to the enterprise interest in mobile CRM in 2013. From apps to innovative text marketing campaigns to self-service tablet applications for B2B industries, companies were gleefully trying out new pilots and experimenting with new technologies. Why? Simply this: Computing has reached an inflection point. Desktops are just one vehicle offering access to the Internet.
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.
The Emerging Real-Time Business Traveler Market Takes Flight
December 17, 2013
The Federal Communications Commission last week voted to reconsider the ban on mobile phone calls during airplane flights, unleashing a collective cry of angst from travelers not wishing to be forced to listen to the tedious conversations of neighboring passengers. The move suggests a new opportunity may open up for mobile marketers targeting business travelers in real time.
KlearGear Admitted to Social CRM Hall of Shame
December 13, 2013
Technology and social media give businesses new ways to interact with customers, to build stronger and longer-lasting relationships, and to create two-way conversations that lead to better products and happier people at both ends of the conversation. They also allow dumb businesses to expose their incompetence faster and to a wider audience than ever before.
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.
Nimble Spreads Its Social Wings
November 11, 2013
Before speaking with a reporter recently about the latest upgrade to his company's CRM platform, Nimble CMO Eric Quanstrom ate his own cooking, so to speak: that is, he used Nimble to learn as much about her as possible. A few keystrokes later, he knew where she went to school, her hometown, other business affiliations and that she was an avid tweeter.
Making Feedback Mobile
November 01, 2013
Businesses and consumers instinctively understand the importance of customer feedback. Customer engagement represents a potential source of continuous improvement and competitive advantage for businesses. Consumers want to be heard and shape the products and services that impact them. I believe the creation of a virtuous customer feedback loop may represent the greatest transformative opportunity in business today.
Your Employees Are Rock Stars
October 30, 2013
I go to a lot of conferences. Usually they're a combination of customer user group meetings and analyst days, and we all hear more or less detail about product futures, new functions and features, and policy rollouts. If you know how to look at these events, you can see a certain scene repeated: A customer meets an employee face to face for the first time and gushes like a kid meeting a rock star.

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