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Crm News & Analysis

Base CRM Wants to Take on Industry Heavy Hitters

2014-24-September-Boxing-Gloves.jpgA small CRM software provider feels it has the alternative to big players Salesforce, Microsoft Dynamics and SAP.

Palo Alto-based Base CRM released a new set of features officials say will give sales leaders the tools to "make an immediate impact on the productivity of their teams" by moving the CRM dynamic from "static to "real time." It helps its 5,000 or so customers fill a gap, officials say, that exists with legacy cloud SFA and CRM systems like Salesforce and Microsoft Dynamics.

"The CRM market is crowded with legacy solutions like Salesforce, MS Dynamics and SAP," Uzi Shmilovici, CEO of Base, told CMSWire. "These offerings mainly consist of a large database that is manually populated through a series of forms. The legacy solutions are not easy to use, they suffer when it comes to mobility and they do not return benefits to the sales reps who are forced to use the CRMs."

5 Things Salesforce Users Should Know About Malware Attack

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The malware is coming! The malware is coming!

Yep, it's a dreaded reality of life in the software industry. Technology does cool things for us, but it can bite us at any minute.

We reported this week that CRM giant Salesforce warned its users they could be targeted by a malware attack that usually hits customers of large, well-known financial institutions. Salesforce released a statement Sept. 3 that one of its security partners concluded that the Dyre malware (also known as Dyreza) "may now also target some Salesforce users."

The questions now are: What can Salesforce users do, and what should they know? CMSWire caught up with Zulfikar Ramzan, chief technology officer for San Jose, Calif.-based Elastica, to discuss.

Coveo Offers Free Search for Sitecore Customers #SYMNA

Sitecore clients got more than a bag full of tchotchkes at the company's conference in Las Vegas today as Coveo announced a free version of its enterprise search engine for Sitecore's 4,000 customers.

Officials of the Quebec City, Quebec-based Coveo said the free Sitecore edition will let companies "quickly configure and manage search experiences" on their websites. 

"Search is one of the most powerful drivers of visitor engagement and online conversions,” said JP Provencal, Coveo's senior vice president for alliances. The product will be available to customers by mid-October.

Sitecore Pulls It Together for Vegas Debut #SYMNA

Thumbnail image for 2014-27-August-Elvis.jpgOften overshadowed by other marketing clouds, Sitecore will enjoy its day in the Las Vegas sun next week when it unveils a major update to its customer experience management platform.

Though it's not official, the Copenhagen-based company is likely to unveil version 8 at the Sitecore Symposium, which runs Monday through Wednesday.

The show's centerpiece is the just completed integration of CommerceServer.net into the Sitecore platform. Sitecore, which bought the e-commerce engine last November, reports that the result is a platform that provides an analytics-driven, real time, personalized experience to customers across all channels. 

iPipeline's New Platform Powered by Salesforce1

Digital marketing and sales provider iPipeline has announced an alliance with Salesforce.com that will provide sales agents across the enterprise with one-stop access to iPipeline’s integrated solutions.

The alliance means iPipeline's new AgentOne Desktop Solution will be delivered with the Salesforce1 platform. 

The Exton, Pa.-based provider plans to arm insurance-selling agents with integrations between the Salesforce Platform, iPipeline’s marketing, selling and processing solutions and other proprietary applications. The platform will debut for enterprise-wide deployment in the late fall/early winter. 

How to Get Started in Web Experience Personalization

2014-21-August-PaintedLadies.jpgAll savvy marketers -- along with most shoppers -- understand the advantages of personalizing websites. Netflix, Amazon and other companies have trained us to expect a shopping experience tailored just for us.

When we get something else, reactions can range from mild disappointment to utter frustration. Shoppers take their business elsewhere. Click. Click. Gone.

This phenomenon has spilled over to B2B marketing, where business buyers expect the same sort of shopping experience that they have in their personal lives. Is that unreasonable?

No, says Noah Logan, senior vice president of Upland Software and the general manager of its Clickability unit, which provides services to NBC, Cantor Fitzgerald and about 500 others sites around the world. He spoke Thursday in a CMSWire webinar titled "5 Effective Ways to Personalize Web Experiences." The session was sponsored by Clickability.  (Click to watch)

Why Infor is Buying Saleslogix

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Why would any company want to go into competition with Salesforce in the customer relationship management (CRM) field? Infor wants to do just that with its acquisition of Saleslogix.

Infor, based in New York City, reportedly plans to transform the Software-as-a-Service-based CRM company into Infor CRM. Translation: it plans to build the better mousetrap by blending Saleslogix' strength in CRM with its own cloud-based product, Infor CloudSuite.

This is no small task. Infor, which did not disclose the purchase price, said it plans to make a major investment in the existing Saleslogix system to make it more scalable, improve usability and then  tap into Infor's "deep expertise" in industry processes.

Discussion Point: Where Do Customer Success Teams Belong?

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Customer success (CS) is one of the hotter topics heard across the sprawling sales and marketing universe today. But does anyone know who those CS folks report to at the office?

You'd think so. Thousands of marketing, customer support and sales people have flocked to customer success conferences this year. There are about 250 CS jobs currently listed on Monster. There's a well established Customer Success Association. And there's a growing list of data, analytics and cloud vendors pitching their wares to flush Chief Customer Success Officers.

Oracle Release Breaks Down Data Silos

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Oracle has just come good on the BlueKai acquisition, but probably not in a way anyone really expected.

Yes, Oracle was going to use BlueKai’s database of 700 million consumer profiles to improve its marketing technology. But Oracle has taken this one step further and is using it to improve the performance of all its data-centric applications.

Oracle will do this through its newly released Oracle Data Cloud, a Data-as-a-Service (DaaS) platform that enables business users drive more competitive action from their data. For data junkies, it also offers the potential of unsiloed access to data located inside and outside the enterprise.

RelateIQ Buy Could Patch Salesforce's Analytics Gap

customer experience, Will Salesforce's RelateIQ Acquisition Patch its Data Analytics Gap?

Salesforce's $390 million acquisition of RelateIQ this week strengthens the CRM giant's customer data analytics offerings and could boost its marketing suite, industry analysts told CMSWire.

Salesforce Founder and CEO Marc Benioff (left) on Monday gobbled up the Palo Alto, Calif.-based provider that claims it's known for driving "relationship intelligence," rather than "relationship management."

"Salesforce needed to deepen its analytics offerings significantly, and this acquisition will do that," Michael Fauscette, group vice president of SBS for IDC, told CMSWire this week. "In particular, marketers/companies are looking for insight on prospects and customers to better market, sale and service those relationships."

Have You Soured on Mobile CRM? #salesvelocity2014

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Want to make more sales, see more sales activity across your enterprise or close more deals? Want to do it quickly and want to do it on the road? Selligy, a mobile customer relationship management (CRM) vendor, claims it is making it easier than ever by adding advanced revenue and other upgrades to its platform.

The company contends its recent upgrades close the gap between what many vendors say they offer in the mobile CRM space and what they actually deliver. This gap, Selligy CEO and co-founder Nilay Patel says, has lead many users to sour on mobile CRM, noting:

Many tools over promise and under deliver, souring users on mobile CRM. Some provide very simple apps, but then don’t support the actual business needs of real enterprises. Others just shove all 100 fields from the CRM app onto the phone, resulting in an unusable app."

Salesforce Acquires CRM Startup RelateIQ for $390 Million

Salesforce acquired today a smaller CRM provider in a deal that could be worth up to $390 million, according to a filing with the United States Security and Exchange Commission

The CRM giant scooped up RelateIQ, a Palo Alto-based provider that claims it's known for driving "relationship intelligence" rather than "relationship management."

"We believe this offers our customers the best of both worlds," RelateIQ co-founder Steve Loughlin blogged today. "Salesforce.com pioneered the shift to enterprise cloud computing, redefining modern CRM as we know it. ... RelateIQ is pioneering the next generation of intelligent computing through data science and machine learning. Looking ahead, salesforce.com’s acquisition of RelateIQ will extend the value of salesforce.com’s No. 1 CRM apps and platform with a new level of intelligence across sales, service and marketing."

Here's How to Measure Customer Health

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The colorful new customer success tent is filling up quickly with marketers — despite lingering doubt about what customer success means or how exactly to measure it.

As it turns out, Forrester Research has been looking into the latter question. It interviewed 13 US-based Software-as-a-Service (SaaS) companies to get ideas on how "customer health scores" are measured. 

The study was commissioned by Gainsight, one of a number of companies in the nascent customer success segment  along with Amity, Totango, Bluenose Analytics, Evergage, FrontLeaf, Intercom.io, Preact.io, Scout by ServiceSource, Sparked.com and Woopra.

Microsoft Offers Feds Secured Dynamics CRM #WPC14

It always happens this time of year. Microsoft, which spends most of the time locked tighter than a clam, suddenly opens up and starts giving out news bites like a leaky cauldron. It’s the prologue to the Worldwide Partner Conference and Microsoft can’t seem to stop giving.

Yesterday it announced a whole bunch of productivity and synching releases for the private sector. It also announced a bunch of public sector releases that nearly slipped under the radar, including the fact that as of the beginning of next year, Dynamics CRM Online will be available as a separate instance for US federal, state and local governments.

The new Dynamics CRM instances will also comply with the FedRAMP standard. The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services.

TinderBox Extends Dynamics CRM With Sales Automation

Think you’re missing something in Microsoft Dynamics CRM? TinderBox says you are.

In fact, according to TinderBox, Dynamics CRM users may have a lot of technology to provide customer insights and engagement, but its sales automation processes are just not up to scratch.

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