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

What Freshworks Offers
All Freshworks products are offered through the Software as a Service model: Freshdesk, its flagship customer support product Freshservice IT service management software Freshsales CRM software Freshcaller call center software Freshteam Freshchat customer messaging software Freshmarketer The...

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

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 be a big part of CRM's future. That was before Twitter and Facebook were in the picture,...

Denis Pombriant
Is Philanthropy Becoming Sexy?
07/20/18 11:17 AM PT | CRM Buyer | 941 Words

Celebrities, royalty and ordinary people donate time and resources to causes that need support and that have a challenging time attracting support.

Often the general public's involvement in worthy causes has been limited to donations, however, and people who want to do...

Peter Suciu
How Online Businesses Must Comply With New California, EU Privacy Laws
07/27/18 5:00 AM PT | E-Commerce Times | 1597 Words

Yet "GDPR is already relevant to American businesses that provide services through the Internet, as they often have international customer bases and provide services to EU countries," said Erik Ashby, principal program manager at Helpshift , a San Francisco-based customer support technology...

Richard Adhikari
IBM's Watson Enlisted for B2B Sentiment Analysis
06/27/18 11:12 AM PT | CRM Buyer | 588 Words

... customer support firm TeamSupport on Tuesday announced the addition of sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer...

Denis Pombriant
Oracle's Security Jag
06/02/18 5:00 AM PT | CRM Buyer | 1194 Words

It had to pay Oracle for violating 93 Oracle copyrights to support materials.

The Oracle campaign today seems more oriented toward recapturing customers who went elsewhere for support services in order to save 50 percent on the cost of support. Oracle's point...

Richard Adhikari
New B2B Customer Experience Dashboards Promise Better Business Visibility
07/12/18 11:14 AM PT | CRM Buyer | 940 Words

MaritzCX on Tuesday unveiled preconfigured business-to-business customer experience templates that monitor key financial indicators; metrics for customer touchpoints, including Net Promoter Score and Overall Satisfaction; business-specific outcomes; and overall account performance. The dashboards are integrated into the MaritzCX Technology Platform.

"The dashboards...

Denis Pombriant
Salesforce Connects With Marketing
06/21/18 7:00 AM PT | CRM Buyer | 963 Words

Fast-forward and the device is the primary computing platform, and the next big hurdle to overcome -- in the front office at least -- is delivering a consistent customer experience across the platforms, including relevant and timely offers and experiences.

Some...

Denis Pombriant
Oracle's Nice Numbers
06/30/18 5:00 AM PT | CRM Buyer | 752 Words

FY18 cloud services and license support revenues were up 10 percent to $26.3 billion. FY18 Cloud License and on-premise license revenues were down 4 percent to $6.2 billion.

FY18 GAAP operating income was up 8 percent to $13.7 billion, and GAAP operating...

Denis Pombriant
Did Salesforce Need to Buy Datorama?
07/17/18 11:33 AM PT | CRM Buyer | 617 Words

The newly acquired tech will give marketers the ability to unlock insights across channels and data sources, providing a unified view that can help companies make smarter decisions across the entire customer journey and optimize engagement at scale, it added.

In...

Denis Pombriant
A Trade War in the Cloud?
07/14/18 5:00 AM PT | CRM Buyer | 643 Words

They'll support a Trump policy, but they haven't been out front advocating.

Looking for Leverage
On the other side of the coin -- and I accept that this is a simplification -- the tech sector is by definition entrepreneurial, and...

Denis Pombriant
Oracle's Creative Destruction
06/26/18 11:29 AM PT | CRM Buyer | 775 Words

Oracle also announced a very flat customer service modality consisting of platinum level service for every customer -- for free -- and custom service at prices determined by need.

It's worth noting that some of this looks a lot like Salesforce's...

Denis Pombriant
Digitization of Paper-Based Processes
06/13/18 11:06 AM PT | CRM Buyer | 787 Words

Like other document management vendors, Nitro has a suite of document manipulation tools to support basic processes. Also, in this AI age, when it's so important to dig into use data, Nitro applies analytics to identify areas where more finely tuned implementation...

Denis Pombriant
Benioff Endorses GDPR for US
05/27/18 5:00 AM PT | CRM Buyer | 853 Words

The first issue is standards, which is really about how to get multiple technology vendors to work together to support things like GDPR and whatever comes after. At a more fundamental level, standards will help multiple vendors preserve their uniqueness while supporting...

Chris Bucholtz
To Drive Change, Let Your Customers Be the Messengers
06/30/18 5:00 AM PT | CRM Buyer | 791 Words

Opportunities Lost
In a CRM context, that tendency can directly endanger efforts to improve sales, support and marketing.

A sales manager who suggests new strategies, unveils new territories, or even merely encourages the sales staff to use CRM may...

Vivian Wagner
7 Keys to Global E-Commerce Success
06/26/18 7:00 AM PT | E-Commerce Times | 841 Words

"That said, don't assume that just because you're successful in your home market you'll be successful abroad," he told the E-Commerce Times. "Do you have something unique or different enough that there is going to be a lot of demand? Test new markets to determine whether they are ready for your products, if your price-point resonates, and if you can meet buyers' expectations for overall customer ...

Jack M. Germain
Suse Linux Enterprise 15 Bridges Traditional, Software-Defined Systems
06/26/18 10:53 AM PT | LinuxInsider | 1710 Words

The new OS includes new function and support features focused on lowering costs, improving management of increasingly complex IT environments, and enhancing DevOps engagements and efficiency -- all top-of-mind concerns for Suse customers, especially mid-sized and larger enterprises, King pointed out.

...

Peter Suciu
TrueCommerce Integration With Shopify Promises Boatloads of Benefits
07/13/18 5:00 AM PT | E-Commerce Times | 1276 Words

"Caught in the middle are tens of thousands of companies that need the Web to support their businesses, but seldom have the time and resources to exploit its full potential," King added. "Such organizations use Shopify to set up and manage their...

Jack M. Germain
Red Hat Launches Fuse 7, Fuse Online for Better Cloud Integration
06/05/18 7:00 AM PT | LinuxInsider | 1444 Words

It can be used in conjunction with Fuse 7 or separately with the ability to abstract all the customer's existing data," said Parulkar. "It allows an organization to get started much more quickly."

Expanding Agility
Combined with Red Hat...

John K. Higgins
Trump Promotes Technology Business Management for Federal IT Acquisitions
06/28/18 9:51 AM PT | E-Commerce Times | 1102 Words

... seeking to crack the largest single global customer for information technology -- the U.S. government -- should keep a sharp eye on the ever-changing contract landscape. Federal spending for IT now amounts to more than US$90 billion annually. One of the recent...

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What role will technology play in the upcoming U.S. midterm elections?
Advanced security measures will protect the legitimacy of the elections.
Inadequate security will place the election process at grave risk.
Voter technology is so decentralized, attackers can't have much impact.
Companies that manufacture voting machines need to shore up their security.
The upcoming midterms will be no better or worse than others from a tech standpoint.