Crm News & Articles

Enterprise social software provider Moxie Software is enhancing the functionality of its Spaces by Moxie customer communication suite to aid customer service efforts of companies in highly regulated industries. New features are designed to make internal experts available to assist customer service agents with complex inquiries and to ease compliance with regulations regarding data security and customer privacy.

While apps exist to sync calendars across multiple devices, the equivalent solutions don't exist to integrate calendars with key enterprise tasks. Calendars are key in many applications, such as CRM and support and ticketing systems. Let's look into some of the technologies that exist and if they could provide the solutions needed.

It wasn’t that long ago that salespeople feared that sales force automation (SFA) tools would result in the loss of their jobs. It sounds like a reasonable fear -- automation in other areas resulted in fewer people doing the same amount of work.

Twitter is purchasing RestEngine, a provider of technology that enables social app publishers to send individually targeted emails to subscribers based on their usage history. Befitting an action performed by a company specializing in 140-character blurbs, neither Twitter nor RestEngine appears to have released any detailed information about the purchase or future plans, but that has not stopped widespread online speculation about the deal.

Gartner has recently released a whole bunch of  "Cool" Vendors reports that look at all aspects of the IT industry. One of the more useful ones of the bunch, given the importance of both social media and customer relationship management, looks at Cool Vendors in the Social CRM space.

Social customer experience solutions provider Lithium Technologies is targeting companies that feel overwhelmed by exponential volumes of social media chatter with its new release. Called Lithium Response, the application is designed to allow brands to monitor and engage in relevant social media conversations without having to employ a small army of social media agents.

Earlier in the week, we took a look at Gartner’s Magic Quadrant for Customer Service Contact Centers and found that business applications for the customer service and support (CSS) were obsolete in many cases. Today we will take a look at the companies that made it into the Leaders Quadrant.

Yesterday, in the first part of our look at Gartner’s Magic Quadrant Customer Service Contact vendors, we saw many are struggling to understand Social CRM. Among the vendors that were pushing it forward was Oracle, with products like WebCenter, for which it has released the lastest version of WebCenter Sites.

The release this week of Gartner’s Magic Quadrant for CRM Customer Service Contact Centers, which ties in with this month's theme at CMSWire of mobile CRM. In this report, though, Gartner finds a market that is conflicted and fragmented, developing slowly and where business applications for the customer service and support (CSS) function are largely obsolete.

Brands that regard their websites as a primary revenue source have three very distinct priorities: give customers an optimal experience, create loyalty and convert potentially passive browsers into active buyers.

Here at SugarCon in San Francisco, there are four watchwords I’m hearing from the speakers repeatedly: Social, Mobile, Open and Big Data. If you take out the middle two -- which are unique strengths of the hosts of the event, SugarCRM -- you get two trends in CRM that are inextricably linked.

If you have been following us here for a while, you’ll know how important customer experience management is. In fact, we spent the whole month of March looking at it. Now, Gartner is taking our lead and underling the important of CXM now and for the coming years.

Earlier this month we pointed out that Yammer has moved past basic social networking and into primary productivity tool territory. But that news was nothing compared to its latest announcement -- universal search.

Earlier in the week, we looked at some good CRM buying principles outlined by SugarCRM, which, as one of the fastest growing companies in the space, has a lot to say on this. Today, it has announced that it will be getting a lot bigger in the near future courtesy of a US$ 33 million cash boost through its latest financing round.

Last week we took a look at some of the questions around customer experience management and -- as ever -- answered those questions. Before moving on, let’s take a final look at it, and some of the considerations that enterprises need to take on board before investing precious IT budgets in customer relationship management software, better known as CRM software.