Crm News & Analysis
| Tuesday Feb 11, 2014
A report published today has social customer experience enterprise software provider Lithium Technologies acquiring social media ranking influencer Klout for about $100 million.
Reached by CMSWire, Klout did not confirm or deny the report. Lithium did not immediately return an email.
"We don't comment on rumor or speculation," Jon Dick, head of marketing for Klout, told CMSWire today in an email.
| Monday Feb 3, 2014
How do you know your customers are getting their problems solved quickly and easily? This is a question that has challenged many support websites. The traditional approach has tended to involve customer satisfaction and visitor volume metrics.
| Thursday Jan 30, 2014
As humans, we yearn for connection -- and while our tools will always change, the principles and desires that drive us stay the same. As our communications tools improved, the radius of our connections increased -- until the whole world was at our fingertips. Now, we are moving into a time when our connected devices are helping us connect to the world around us, in ways we couldn't dream of.
| Wednesday Jan 29, 2014
Over the past two days, we have looked at different approaches to bridging the gap between content management and e-commerce. In the first part, we saw that e-Spirit has adopted a best-of-breed approach. Yesterday we saw how Elastic Path is using e-commerce APIs to integrate content.
In the final piece today, we look at Sitecore, which has put customers at the heart of the retail process by providing personalized content and user experiences.
| Tuesday Jan 28, 2014
The content you share with customers and potential customers makes an enormous difference in the way prospects see your business and the degree of confidence and trust they have in you, both before and after the sale. The cynics say CRM is about feeding the sales machine, and while this is important, it really sets the stage for what CRM’s really good for -- building relationships and extending the customer lifecycle. Nothing helps in doing this better than sharing knowledge that helps your customers succeed.
| Tuesday Jan 28, 2014
Yesterday we saw how e-Spirit has developed a best-of-breed approach to bridge the gap between content management and e-commerce. But there are other approaches to this problem. Today we'll look at how Elastic Path tackles the problem with API-centric commerce. This gives enterprises a single, unified customer experience no matter what device is being used to access the site.
| Monday Jan 27, 2014
With more and more people shopping online, e-commerce vendors are constantly searching for new ways to find, engage and keep customers. One of the best strategies is the use of engaging content. Even so, many online stores struggle to provide optimal retail experiences.
A number of vendors are responding with solutions, including Elastic Path, e-Spirit and Sitecore. We'll take a look at what they are offering in a three-part mini-series starting today.
| Thursday Jan 23, 2014
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.”
| Wednesday Jan 8, 2014
With 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.
| Thursday Dec 12, 2013
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.
| Thursday Dec 5, 2013
For 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.
| Monday Dec 2, 2013
I'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.
| Wednesday Nov 27, 2013
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?
| Monday Nov 25, 2013
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.
| Friday Nov 22, 2013
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.