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Crm News & Analysis

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. 

Kofax TotalAgility v7.0: Managing Business Interactions With Agile, Mobile, Smart Processes

Kofax has finally unveiled TotalAgility 7.0, a unified platform for the development and deployment of smart process applications. The platform is the culmination of four years’ work, US$ 125 million in investment, and a rethink of how we manage agile, dynamic and mobile business in the face of changing enterprise work cultures.

Evernote Business v2.0 Is More Social, Releases Salesforce Integration App

Just over a year since it originally launched Business v1.0, Evernote has announced that it will release v2.0 towards the end of this week.

SMB's Swiss Army Knife, Bitrix24, Updates with Google Docs, Mobile CRM, More

Microsoft Office is getting challengers all over the place. This week, Bitrix24 added its name to that roster with an update to its enterprise social network/collaboration suite, that, among other new features, allows non-Office users to work with Office documents online via the Google Docs editor. 

Sitefinity 6.2 Offers Connectors to Marketo, Salesforce

Telerik continues its focus on the business user with new digital marketing integrations in Sitefinity 6.2. 

AvePoint Timeline Enterprise Available for Microsoft Dynamics

With enormous amounts of customer data to manage and a business to run, it’s a constant balancing act for organizations. 

Marketing Automation Vendor SalesFUSION Announces C-Suite Changes

Customer Experience, Digital Marketing,Marketing Automation Vendor SalesFUSION Announces C-Suite Changes

Another marketing automation software vendor is making acquisitions. But this time, it’s not by gobbling up another smaller firm but rather in the talent department.

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