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Crm News & Analysis

Broken Bad: How One Company Plans to Fix Online Customer Experience

broken bulbs.jpg

When is the last time you did business on the web and came away thrilled by the experience?

OK, maybe thrilled is asking too much, how about with just a hint of the warm-fuzzies?

If you’re typical, the answer is “almost never.” And, yes, we’re being generous with the “almost.”
 

Oracle Pushes Social Platform into New Markets with New Languages

Oracle Pushes Social Relationship Platform into New Markets With New LanguagesWith the addition of seven new languages to its Social Relationship Management Suite (SRM) and the introduction of new capabilities and data sources, Oracle is extending the reach of its social platform so businesses can parler, sprechen and parlare with a greater global region.

Multipurpose Bitrix24 Adds More Features to its Social Platform

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Bitrix24, the social intranet that wants to be your Swiss army knife of productivity, is out with a new version that offers activity streams, reporting tools and web phone calls.

Targeted at small- and medium-sized businesses (SMBs), the suite includes social communication, collaboration tools, workflow, knowledge management, file sharing, CRM and a project management toolset.

Social in 2014: The Name Doesn't Matter, What We Do With It Matters

Social in 2014: Names Don't Matter, It's What We Do That MattersFor the past number of years, we debated how the word "Social" was going to fit. While we were having the conversation, it was shoehorned in everywhere we turned. We have media that became social. We have businesses who are suddenly social. Knowledge, commerce and networks, all totally different and new, right? Because they are ... yep, you guessed it, social.

Managing Indirect Sales Channel Relationships: CRM Falls Short

Customer Experience, Managing Relationships While Selling through the Channel: Sometimes, CRM isn't EnoughI've seen CRM applications stretched to record and track all kinds of relationship-based interactions. From bug tracking in software development to keeping track of volunteer hours at non-profits, users have no lack of creativity when it comes to repurposing the fields in their CRM applications.

5 Things Contact Centers Can Learn from the Butterball Turkey Hotline

Thanksgiving Turkey

For the past 32 years, the Butterball Turkey Hotline has offered advice to anyone overwhelmed by the prospect of cooking the perfect holiday bird. Last year, the company introduced a smartphone app, Facebook live chats, Pinterest posts and other social media tools. The big news this year is that for the first-time ever, Butterball has hired men as part of its line-up of expert turkey cookers — a response to the fact that men are taking a more active role in the kitchen.  

But what does any of this have to do with contact centers?

Data Overload, Inefficiencies Plague Customer Call Centers

Customers are often left feeling unsatisfied after calling customer service to resolve an issue. Many wonder why the call agent seemed to know so little about their purchase history or prior complaints. What are the problems? According to a new report, it could be data overload. Many call centers are paralyzed by too much data, rendering them unable to meet customer needs successfully.

Sitecore Acquisition Highlights Customer Experience, E-Commerce Disconnect

In what has to be the acquisition of the week, if not the month, customer experience management (CXM) vendor Sitecore just announced it has bought e-commerce vendor commerceserver.net. Financial details of the deal were not disclosed, but in this case they don’t really matter. Here's why.

Is Salesforce Losing Its Sizzle or Missing the Mark (For Now?) #DF13

And has anyone seen Larry?

Dreamforce, Salesforce.com’s user conference is all abuzz this week; some say it’s the tech world’s largest party after SXSW. And I’ll admit it would be interesting to be there with the estimated 100,000 plus other people, but looking at it from a sober distance, there are some pretty serious (and other not so serious) questions to ask that not many seem to be asking. They go far beyond Salesforce CEO Marc Benioff’s connected toothbrush that’s supposed to tell your dentist if you are -- or aren't -- brushing your teeth.

Cloudy Outlook for Enterprise Customer Relationship Management

There's new research from software consultancy Software Advice on the way enterprises are deploying customer relationship management (CRM) systems. It shows sales force automation is the most requested application — and that the vast majority of enterprises prefer CRM in the cloud.

Zoho Aims for the Enterprise with Customer Relationship Management App Update

Zoho announced upgrades to its customer relationship management (CRM) application today that it hopes will push it into the enterprise space through the addition of features like territory management, social network integration and custom modules.

Bloomfire Answers Salesforce Users' Dreams, Enterprises Benefit Too

It’s an old story, but all the innovation around us doesn’t make it any less true. Much of the information you need to win business (or to prevent losing customers) is inside your enterprise, right at your fingertips. The only problem is you can’t find it.

How to Handle Negative Brand Perceptions on Social Media

How to Overcome Negative Brand Perceptions on Social MediaIn the age of constant social media commentary, all brands are subject to the influence and change of public opinion. When a brand begins to experience negative perceptions -- especially with the instant impact of social media -- it is easy for panic to set in quickly. So how can a brand be smart and nimble in evaluating negative sentiment?

Office 365 Gets Social CRM with Nimble Integration, Passes 2M Subscriber Mark

Microsoft continues its push to increase the functionality of Office 365 with the announcement of a partnership with Nimble which brings customer relationship management (CRM) to the productivity suite. The news coincided with Microsoft's report that Office 365 home subscriptions have hit the 2 million mark. 

UserVoice Releases Android SDK for Its In-App Customer Service

Customer service provider UserVoice is out with an Android-targeted Software Development Kit for its in-app software. 

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