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Crm News & Analysis

Forrester Wave e-Commerce: Vendors Forced To Adapt To Social, Mobile, Agile e-Commerce

While we have seen before that customer experience management technologies are becoming increasingly sought after, running parallel to their development is the development of e-commerce suites that are increasingly sophisticated, that provide multi-touchpoint solutions and that are becoming increasingly agile, according to new Forrester research.

Lithium Debuts Lithium Social Web, Social CRM Product Created with Social Dynamx Buy

Lithium has bought up social CRM provider Social Dynamx and turned it into Lithium Social Web, a social customer care service capable of responding to the deluge of social commentary now found in the mobile, connected world.

Increasing Complexity Requires Increasing Agility

The need to be agile and the need to collaborate in a cross-disciplinary fashion will be crucial to your future career.

KANA's Lagan Express Customer Service Platform Aimed at Public Sector Organizations

To help mid-sized public sector organizations respond to their constituents, hosted customer service provider KANA Software is introducing Lagan Express.

Gartner Magic Quadrant: Enterprise Social CRM Vendors to Target Niche Players in Acquisition Frenzy

Recently, we took a first look at Gartner’s Magic Quadrant for Social CRM, and in particular those vendors who made it into the Leaders quadrant. We also noted that by far the most populated quadrant was the Niche player’s quadrant, making it unique among Gartner’s MQs. Today we will look at who those Niche players are, what they are selling to qualify as Niche players, and what is likely to happen to them.

Facebook Passes the Billion User Mark, But Where Will Revenue Growth Come From?

 facebook-logosmall.JPGUser growth will come from new territories as the social media giant continues to eat up users' time and Likes, with almost half of all North Americans using the Facebook service to keep in touch online. But where will it see new revenue growth?

Gartner Magic Quadrant: Acquisition Activity Booms In Social CRM Space, Jive, Lithium, Salesforce Dominate

Gartner has just been published its latest edition of "Magic Quadrant for Social CRM" -- and with it, the challenges facing vendors in this space have finally been articulated. Not least of those problems is the need for vendors to demonstrate the economics of deploying these Social CRM systems in multiple customer relationship management use cases, including marketing, sales and customer service.

Eloqua: Social CRM Takes Customer Relationships to New Level

Although analysts peg the value of the CRM industry at between US $12 billion and US$ 18 billion annually, CRM has yet to deliver its full potential of transforming the customer experience. But Social CRM, or the incorporation of external social networks and online communities with more traditional CRM channels such as email and text, may hold the key to unlocking CRM’s transformative potential.

MindTouch Offers Its Salesforce CRM Connector on AppExchange

MindTouch Offers Its Salesforce CRM Connector on AppExchange The San Diego-based MindTouch, provider of a social help system and knowledgebase, has announced a partnership with Salesforce that offers a connector for its enterprise-level product to Salesforce CRM and Salesforce Service Cloud.

CRM: Customer Acquisition is Nice, but Retention is Key to ROI

Why do you buy customer relationship management (CRM) software? In most cases it’s because you have an issue in the sales department that’s screaming for attention. Forecasting may be going awry, lead data may be loose and impossible to locate, or your sales team is no longer able to discover best practices in selling.

The Death of SharePoint Designer?

For many of us who eagerly await the release of the latest and greatest from Microsoft we were shocked and awed when we discovered that this release removed one of the primary tools for Business Users from the product. SharePoint Designer, as we had come to know it, had been drastically changed.

The Dreamforce Takeaway? Salesforce Gears-up to Takeover the Enterprise

And you say you want a revolution, we all want to change the world….

Promote Your Brand on Instagram via VenueSeen

logo-venueseen-2012.jpg How can brands promote themselves on Instagram without violating the site’s pristine, ad-free presentation of images? Ohio-based VenueSeen has some ideas.

Marketo VP Jon Miller on Becoming a Marketing Automation Ninja #DF12

The way people buy things has changed -- and this has changed how we should market, Jon Miller, vice president, marketing content and strategy at Marketo said at Dreamforce 2012.

Salesforce Unveils Marketing Cloud: Merges Radian6, Buddy Media for Advanced CXM #df12

Salesforce has been buying all around in the social marketing space for a while now with acquisitions that cover social engagement, monitoring, content and advertising. Today at Dreamforce, it brought them all together and unveiled its Salesforce Marketing Cloud.

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