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Crm News & Analysis

Gartner MQ: Sales Force Automation Moves to SaaS, Microsoft, Oracle, Salesforce, SAP Lead

If the majority of the US$ 4.7 billion spent on Sales Force Automation (SFA) software last year was mainly spent on sales applications, the market was characterized by the continued move to SaaS models by enterprises looking for economy and agility. Mobility also played a part, as those working directly with enterprise clients looked for smartphone and tablet support.

Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead, Microsoft, SAP Challenge

Customer Experience: Gartner Magic Quadrant CRM Customer Engagement CenterOur first look at Gartner’s Magic Quadrant for CRM Customer Engagement Centers (CEM) showed a market littered with obsolete business applications. However, the three vendors in the Leader’s Quadrant -- Oracle RightNow Cloud Services, Pegasystems and Salesforce -- appear to be bucking that trend.

Salesforce Launches Sales Cloud 'Performance Accelerator' to Propel Sales Reps

salesforce, crm, customer experienceCan sales professionals improve their performance with more data and more feedback on their own performance, integrated into their regular sales tools? Salesforce think so, and has released a new Performance Accelerator in its Sales Cloud for that purpose.

Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead Troubled Market

Even a brief look at Gartner’s Magic Quadrant for the CRM Customer Engagement Centers (CEC) shows that this is a technology space that is in trouble. Led by Oracle RightNow Cloud Services, Pegasystems and Salesforce, Gartner says that the established business applications for CEC are obsolete and restricted by inflexible configuration rules.

A Timeline of How Marketing Got Personal [Infographic]

Marketing is a continually evolving field; an evolvement that is highlighted in an infographic from Infogroup Targeting Solutions that looks at marketing tools and strategies from the last 50 years.

Microsoft Dynamics CRM Fall Release to Include Improved Marketing Automation, Mobile Access

Microsoft Dynamics CRM fall 2013 release.jpgMicrosoft has just announced that it will release the next version of its Dynamics CRM on-premises and online products in the fall, although it hasn’t given a precise date. According to Microsoft, the new release will offer better customer experience management with customer insight and information accessible through a wide range of devices.

Zoho Debuts Survey Building Tool

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Zoho has debuted a survey builder, appropriately named Zoho Survey, so companies can gather feedback from their customers, and the free tool includes analytics and the ability to launch surveys from a mobile device.

 

Instaply Launches Customer to Business Texting Platform

Instaply Consumer to Business TextingInstaply entered the customer service fray today with its launch and release of its Mobile Customer Interaction Platform (MCIP), a product that allows customers and businesses to communicate with another via text messages.

Brainshark Updates Sales, E-Learning Solutions for Mobile, Faster Content Access

Brainshark Updates Sales, E-Learning Solutions for Mobile, Faster Content Access

Brainshark, whose name implies killer intelligence, has updated its Rapid Learning solution and its recently announced Sales Enablement Portal. 

Microsoft Offers Dynamics ERP Through Azure

Microsoft Offers Dynamics ERP Through Azure, cloud compting If Microsoft has been pumping up the Azure offering by slashing prices, it has also been adding to its appeal by adding new products. This week it has announced the addition of two of its ERP solutions to the cloud, including Dynamics GP 2013 and Nav 2013. 

Gartner Campaign Management MQ: SAP Challenges, Sitecore, ExactTarget, Adobe Impress

If the Leader’s Quadrant in Gartner’s Multichannel Campaign Management Magic Quadrant (MCCM) is unchanged since last year, there are still some very impressive offerings in the other quadrants.

Gartner MQ Campaign Management: New Entrants Fail to Shift Market Leaders

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In the first part of an examination of Gartner’s Magic Quadrant for Multi-channel Campaign Management (MCCM) for 2013, we saw that the market is characterized by a re-architecting of platforms by established vendors and the addition of new functionality by the newer ones. However, even with the new functionalities and cloud offerings, the new entrants still didn't impact on the Leaders Quadrant consisting of IBM, Oracle (Seibel), SAS and Teradata.

SAP Partners with MindTouch for End to End Customer Service

More customer experience management news from SAP today, this time in the shape of a new partnership with social customer service provider MindTouch as its customer analysis technology will be used to complement SAP’s existing SAP Cloud for Service and SAP Cloud for Social Engagement. 

Gartner MQ: Multichannel Campaign Management Led by IBM, SAS, Teradata, Oracle

gartner magic quadrant of multichannel campaign managementThe Multichannel Campaign Management (MCCM) market is re-inventing itself once again. According to Gartner’s recently published Magic Quadrant for MCCM, it is led by IBM, SAS, Teradata and Oracle (Seibel) and is marked by a re-architecting of solutions by established vendors, and the addition of new functionality by newer entrants.

Customer Experience Management: Art vs. Science

Customer Experience Art vs ScienceThere is a long-standing debate as to how much of customer experience management is science and how much is art. 

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