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Denis Pombriant
OpenWorld Preview
10/17/18 10:51 AM PT | CRM Buyer | 1130 Words

... of this writing, I haven't been prebriefed on what Oracle will be announcing at OpenWorld regarding CRM -- or as it refers to it, "CX" -- so this is a good time to express my own opinions. Oracle's direction in the last...

Chris Bucholtz
For Great Customer Experiences, Design Great Employee Experiences
10/16/18 11:25 AM PT | CRM Buyer | 1037 Words

"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five...

Amit Bhaiya
5 Tech Advances That Can Deepen Customer Engagement
10/11/18 5:00 AM PT | E-Commerce Times | 1421 Words

AI can also contribute to better UX by streamlining back-end functions, such as inventory management, instant customer service, and automated CRM (customer relationship management) systems.

Through the increase of operational efficiency on the business side, businesses can devote more time to nurturing...

Denis Pombriant
The CRM Oligopoly
10/04/18 10:11 AM PT | CRM Buyer | 1652 Words

I think CRM is trending in the direction of oligopoly. Tha might not be bad, but it also signals market maturity. I also think the IT industry generally is moving toward becoming a utility -- an information utility. Utilities form when a monopoly...

Denis Pombriant
Dreamforce 2018
10/01/18 11:40 AM PT | CRM Buyer | 1130 Words

It is fair to say that the CRM industry is in the late stages of its rollout. Beyond this point, the technology and its underlying philosophy will be so embedded in business culture that it will be taken for granted. It also...

Chris Bucholtz
Silo Buster: Salesforce Attacks the Data Sprawl Problem
09/25/18 5:30 AM PT | CRM Buyer | 878 Words

Things happen that you don't capture in the data, as CRM at the Speed of Light author and all-around smart guy Paul Greenberg has pointed out. They get divorced, their dog dies, they get a really nice birthday gift. Those things can affect...

Denis Pombriant
Oracle's Growing Pains
10/03/18 5:00 AM PT | E-Commerce Times | 807 Words

People at Oracle must sometimes feel like they're living in Mark Twain's reality. After hearing that his obituary had been published...

Chris Bucholtz
5 Reasons the Sales A-Player's Era Is Ending
09/28/18 5:00 AM PT | CRM Buyer | 1125 Words

Sales talent for a long time has been broken up into three groups: A-players, B-players and C-players. Everyone loves the A-players...

Vivian Wagner
The New Brick-and-Mortar: Shopping's Blended Future
09/26/18 10:26 AM PT | E-Commerce Times | 1046 Words

With the advent of digital technologies and the radical growth of online shopping, it might seem that brick-and-mortar stores are on...

Denis Pombriant
Oracle's Earnings Angst
09/22/18 5:00 AM PT | E-Commerce Times | 853 Words

OK, this is looking somewhat predictable. Oracle has beat earnings estimates in seven of the past eight quarters, according to Forbes...

Denis Pombriant
A Good Storm
09/20/18 10:22 AM PT | CRM Buyer | 770 Words

With less than a week to go, Dreamforce continues to bear down on the world like a hurricane slowly approaching from...

Richard Adhikari
Amazon Has Big Plans for Alexa in Homes, Cars
09/19/18 9:54 AM PT | TechNewsWorld | 725 Words

Amazon will unveil eight new Alexa-powered devices for the car and home before the end of the year, CNBC reported Monday....

Vivian Wagner
Nimble CEO Jon Ferrara: The Beauty of the CRM Beast
09/06/18 11:53 AM PT | CRM Buyer | 1045 Words

... Ferrara is the founder and CEO of Nimble , a social sales and marketing CRM company based in Santa Monica, California. Nimble helps companies identify the right people for their businesses, with the goal of turning conversations into measurable outcomes. Its vision...

Mickey Patton
Is Weak Data Integrity Killing Your CRM?
08/29/18 5:00 AM PT | CRM Buyer | 1395 Words

Though it's not highlighted specifically in the survey, it's unlikely that even a small share of the billions spent on training last year were devoted to educating and motivating employees to regularly and accurately input data into a company's CRM . Maybe it...

Vivian Wagner
Optymyze SVP Arturo Bentin: Give Your Salespeople Options
08/21/18 9:39 AM PT | CRM Buyer | 1001 Words

CRM Buyer: What are some of the most effective ways to boost sales performance?

Arturo Bentin: There are a few things to think about. One is, what behaviors are you trying to drive? When you're talking about sales performance, you're talking...

Richard Adhikari
Slide Over, Salesforce? Freshworks Scores $100M in Funding Round
08/01/18 11:56 AM PT | CRM Buyer | 893 Words

"The new funding will be used to invest in our platform and to continue scaling internationally," he told CRM Buyer.

More than 150,000 companies worldwide are Freshworks clients. The majority of them are small and mid-sized businesses, but the company also...

Denis Pombriant
Wheat and Chaff
07/31/18 11:25 AM PT | CRM Buyer | 1128 Words

... CRM industry spent the better part of a decade building up the social aspect of CRM. Back in about 2004, I wrote a paper suggesting that capturing large quantities of customer data, analyzing it, and feeding the results to social media should...

Richard Adhikari
New AI-Driven Strategy Aims to Heat Up B2B Sales
07/26/18 12:28 PM PT | CRM Buyer | 1018 Words

"Our framework makes it simple to incorporate these data signals into an existing sales and marketing stack," he told CRM Buyer.

Customers feed existing engagement data from marketing automation platforms or account-based marketing platforms, such as Terminus or Engage, into the...

Denis Pombriant
Dreamforce Considerations
08/28/18 12:40 PM PT | CRM Buyer | 948 Words

I have a reasonable expectation that it will have a lot to say about integration, industry-specific CRM , security and blockchain. However, a note of caution: Prognostications like this aim to extend paradigms, but vendor announcements, at least the great ones, tend toward...

Richard Adhikari
New B2B Tool Aims to Lower Overhead, Raise Profits
08/22/18 12:18 PM PT | CRM Buyer | 816 Words

"They can provide this inside their Web experience to provide a smoother, easier portal for their sales teams," he told CRM Buyer.

Ninety-seven percent of B2B procurement officers considered a supplier's online customer portal offerings a critical factor when selecting a...

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