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Crm News & Analysis

Gartner MQ: Multichannel Campaign Management Led by IBM, SAS, Teradata, Oracle

gartner magic quadrant of multichannel campaign managementThe Multichannel Campaign Management (MCCM) market is re-inventing itself once again. According to Gartner’s recently published Magic Quadrant for MCCM, it is led by IBM, SAS, Teradata and Oracle (Seibel) and is marked by a re-architecting of solutions by established vendors, and the addition of new functionality by newer entrants.

Customer Experience Management: Art vs. Science

Customer Experience Art vs ScienceThere is a long-standing debate as to how much of customer experience management is science and how much is art. 

SAP Buys hybris to Deliver Cutting Edge Customer Experience, E-Commerce

sap acquires e-commerce platform vendor hybris to expand customer experience platform

Enterprise application mega-vendor SAP has just pushed further into the customer experience management space with the announcement that it is buying Swiss-based e-commerce platform vendor hybris for an undisclosed sum.

Salesforce Acquires Marketing Automation Provider ExactTarget for US$2.5 Billion

Salesforce Acquires Marketing Automation Provider

Are you really surprised that Salesforce went out and bought ExactTarget for US$ 2.5 billion?

Using CRM to Screen Out Customer Bad Fits

NotSellingForProfits_CRM to Screen Out Customer Bad FitsMost companies invest in CRM because they think it’ll help them close more sales. But another great reason to put together a sound, end-to-end CRM strategy is to avoid some sales.

Optify Helps SMBs Connect, Contact and Create a Customer Journey

Optify_logo2013.png      Optify Connect is getting an update. First introduced last year, the digital marketing platform, which connects new contacts with their anonymous visit history, now comes in a light CRM for small- and mid-sized businesses. 

Salesforce Boosts Q1 Revenues By 28%, Starts Building On Acquisitions

Salesforce Q! earningsBy anyone’s standards Salesforce has had a very good quarter in difficult economic times, reporting a growth in revenues over the quarter of 28% to US$ 893 million, just US$ 100 million shy of its first US$ 1 billion quarter, which CEO Marc Benioff says is on the way.

Salesforce Chatter for iOS Now with File Sharing


Sharing files in the cloud is now possible in the Salesforce Chatter Mobile app for iOS, and a new day has dawned for mobile teams using iPads and iPhones to get work done away from their offices.

Nimble and Traackr Partner to Improve Influencer Marketing

shutterstock_103753292.jpg Social influence moderator, Traackr and Nimble, a customer relationship management platform, have announced a partnership that that will enable companies to better track and engage with influencers in end-to-end marketing campaigns.

Video Blog: Customer Swapping - Winning New Customers While Losing Old Ones

customer swappingWhy do some companies continue to grow at unparalleled rates while other companies seemingly fight year after year just to maintain their revenue rate?

Customer Service Provider KANA Integrates Email Solution with Analytics Platform

With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a new version of its email response management solution, which is now integrated with its KANA Experience Analytics customer support platform. 

Customer Service Provider KANA Integrates Email Solution with A

Gartner's Magic Quadrant for Lead Management: Marketo, Oracle(Eloqua) Dominate

shutterstock_107177438v2.jpg To see CRM as a market made up of one single type of technology would be a mistake. There are many different technologies in the CRM mix and the technology that is really driving growth, according to Gartner, is lead management.

Four Steps for Making Social a More Useful Part of Your CRM

The pundits in the CRM world love to point out that, at some point, the term “Social CRM” will go away and we'll just describe those social media-enabled capabilities and operations as “CRM” with no prefix. 

Cloud Growth in Germany, Europe to be Driven by Collaboration and CRM

We’ve been talking about the cloud for years now, and providers have done plenty to hype it too. But most customers have been very wary about it, especially in Europe.

Microsoft, IBM, Oracle Lead Software Market Dominated By Big Data, Analytics, Cloud

In a subtle shift from the days in which content was king, the International Data Corporation semiannual Software Tracker published this week reaffirms what we are now seeing on a daily basis -- that data is king. In this scenario though, data access and analytics software is the king-maker and this report makes that clear.

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