Crm News & Analysis
| Friday Sep 5, 2014
Often 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.
| Tuesday Sep 2, 2014
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.
| Friday Aug 22, 2014
All 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)
| Monday Aug 18, 2014
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.
| Monday Aug 4, 2014
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.
| Wednesday Jul 23, 2014
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.
| Thursday Jul 17, 2014
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."
| Wednesday Jul 16, 2014
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."
| Friday Jul 11, 2014
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."
| Friday Jul 11, 2014
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.
| Thursday Jul 10, 2014
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.
| Wednesday Jul 9, 2014
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.
| Wednesday Jul 9, 2014
New research confirms what many marketers have already suspected: It’s harder than ever to attract new customers and retain existing ones.
Competition for customers is heating up — or as London-based Ovum, a global research firm, puts it, "hotting-up." Colloquialisms aside, the fight for customers appears to be kicking into high gear.
And the reason is clear. Customer relationship management (CRM) and e-commerce will be the fastest growing enterprise applications through 2018. According to the global analyst firm’s newly launched software forecasts, customer-engagement systems will be the fastest growing enterprise application between 2013 and 2018.
| Tuesday Jul 8, 2014
CRM is red-hot, Gartner claims. Or, shall we say, green-hot.
Gartner officials said last year customer relationship management (CRM) will be worth $36.5 billion.
"Without a doubt, the CRM industry has never been more exciting than it is now," said Clint Oram, SugarCRM co-founder and CTO. "Companies are driving CRM projects like I have never seen before. All of the major technology shifts of the past ten years, from cloud to mobile to social to big data, have all converged to create today's 'perfect CRM storm.'"
CRM provider SugarCRM celebrated 10 years of CRM this year. CMSWire caught up with Oram about the state of the industry.
| Thursday Jul 3, 2014
The other evening, I found myself impatiently waiting on the supermarket checkout line. Although I waited just a few minutes while the clerk rang up the customers ahead of me, those minutes seemed to last much longer. Why?
Other customers seemed irritated, too, shifting from side to side, peering around one another, and making small noises when one woman pulled out her wallet after the clerk told her the total. How dare she waste five seconds? Didn't she know she'd have to pay?
It all made me realize that patience is wearing thin -- not just mine, but the patience of billions of Internet-empowered consumers who have grown used to instantaneous responses to such critical questions as "When will Earth be sucked into the sun?" or "What is Beyonce's shoe size?"