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Crm News & Analysis

Engage Your Customers Truly, Socially, Deeply, Attentive.ly

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Social media monitoring has evolved over time to include more and more metrics, insights and trends that keeping up with it all is nearly impossible. Finding a single platform from which to monitor it all is never as easy or affordable as you want it to be, especially if you’re a non-profit or smaller business. Until now. Thanks to Attentive.ly, not only can you effectively monitor your brand, but you can target your users where they are.

AvePoint Launches Microsoft Dynamics CRM Product Line to Ease Migration, Improve Data Quality

Governance and infrastructure management provider AvePoint wants to make Microsoft Dynamics CRM work better. This week the Jersey City-based company released a line of products to help increase productivity, user adoption and data quality in Dynamics CRM. 

Pitch Sites: A New Approach to Reaching out for 'Sometimes Salespeople'

Pitch Sites is a new service design to support "sometimes sales people" -- you know, those people out there who need to reach out to potential customers, employees, partners to "pitch" an idea, service, job, something.

Oracle Announces Unified Social Relationship Management Product for Cloud

Oracle has brought together all of its social capabilities under one unified interface -- because social can't be done in silos.

Gartner: Enterprise Software Spending In US Remains Static, CRM, Cloud Main Interest

There will be some interesting regional differences in enterprise software spending over this year and next, according to Gartner, but ultimately for the US and Europe things are not looking good. Growth over the next 18 months will be static, or even negative, with cloud computing and customer relationship technologies the areas that will do best.

Microsoft Dynamics CRM Online Integrates iPad + Yammer

Now that the December 2012 Microsoft Dynamics CRM Online update has rolled out, more features are being added like iPad and Yammer integrations.

Salesforce Extends Mobile Reach Of Service Cloud, More Mobile Apps on the Way

The only surprise in today’s announcement from Salesforce that it is adding more muscle to its Service Cloud is that it hasn’t done it before. Given the focus of Salesforce’s customer-centric apps and the fact that so much customer prospecting is done on mobile, adding better mobile functionality is just about obligatory.

Gartner: Business Intelligence Market Grows, Data as a Service Upcoming Trend

Last week, we saw that the worldwide growth in analytics revenues would be pushed by developments in big data, social business and mobile spaces. Running parallel to this, Gartner says growth will be in sales of business intelligence software.

Gartner MQ for CRM Web Customer Service: Kana, Moxie Software, Oracle-RightNow Among Leaders

There's a new Magic Quadrant Report out from Gartner that focuses on vendors providing one of the most critical tools in a company’s online toolkit -- CRM Web Customer Service Applications. 

Customer Relationship Management as a Customer Experience Differentiator

In the annals of enterprise information technology, Customer Relationship Management (CRM) has a storied, if not necessarily checkered past. The term has been associated with expensive implementations with hard to measure returns. CRM is also too often confused with Sales Force Automation (SFA), a system used to track deals and report to management. CRM is bigger, more comprehensive, encompassing Sales, Service and Marketing. 

Forrester: Navigating The Customer Landscape Across 20 Technologies in CRM Ecosystem

With all the discussion around customer relationship management (CRM) and customer experience management (CXM), it is hard to believe that one of the major issues facing enterprises is defining CRM strategies. According to Forrester’s William Band, this problem is compounded by a shifting CRM landscape.

Salesforce Acquires Content Integration Specialist EntropySoft

In what has to be one of the deals of the week it has just been announced that Salesforce has bought out the French content connector software company EntropySoft. The interesting thing about it is that it appears to have happened about a month ago, there was no announcement made, and EntropySoft’s website doesn't really exist anymore.

Why Extending CRM is Critical to Meeting Customer Needs

Remember when the front office and the back office were separate things? When the folks who actually spoke to the customers had to dress nicely and even bathe daily, and use manners and speak in clear and coherent sentences, because they were the only representatives your customers would ever see?

Fostering Customer Relationships with Social Media, One Tweet at a Time

There’s certainly not even a remote bit of controversy in saying that customers are truly the lifeblood that sustains the survival of businesses today. But are you doing everything you can to stay connected?

Tweet Jam Recap: The Customer Life Cycle #CXMChat

The Customer Life Cycle Experience belongs to everyone and no one. Every person within an organization who comes in contact with a customer is responsible for carrying the torch of customer service. And if you listen real close, your analytics can tell you what the customer wants. These and other insights were among those shared with us during this month's Tweet Jam.

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