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Customer Experience Management News & Analysis

Gartner Names 5 Vendors That Make CRM Cool

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If you still have doubts whether customer relationship management (CRM) is trendy, hip and cool, put your mind at rest. Gartner just released a list of "cool" CRM vendors.

But notions of coolness aside, what's equally as interesting is the evidence of specialization among CRM vendors and the signals that point to their potential growth.  

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.

How Marketers Can Capitalize on the Coming Internet of Things

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The so-called Internet of Things? Fugetaboutit ... at least for a while. The Internet of Things refers to a world where everyday physical objects are connected to the Internet and are able to identify themselves to other devices.

According to new research from Forrester, the concept is well developed, but the reality is  three to five years away. But the delay is a good thing:  it gives marketers a chance to optimize the Internet of Things for customer engagement.

Gartner's Sales Force Automation MQ: Microsoft, Oracle, Salesforce, SAP Lead, NetSuite Challenges

Yesterday, in our first look at Gartner’s Magic Quadrant for Sales Force Automation (SFA), we saw that there is growing interest, and use, of SaaS deployments. This is coupled with an ongoing discussion about the best mobile strategies and what SFA applications fit in with what kinds of business. Let's now take a look at who made the leaders quadrant and why.

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.

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.

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.

Salesforce Boosts Q1 Revenues By 28%, Starts Building On Acquisitions

Salesforce Q! earningsBy anyone’s standards Salesforce has had a very good quarter in difficult economic times, reporting a growth in revenues over the quarter of 28% to US$ 893 million, just US$ 100 million shy of its first US$ 1 billion quarter, which CEO Marc Benioff says is on the way.

DataXU Receives US$ 27 Million to Expand Data Driven Marketing Platform

Enterprise digital marketing software provider Data XU has announced that it has received US$ 27 million in funding to expand its global presence and company.

Banks, Mobile Carriers Treading Carefully with Digital Wallets #appsworld

Mobile payments may become a US$ 90 billion industry by 2017, but banks and mobile carriers in the US are moving slowly on things like digital wallet technology in mobile phones.

Technology SMACdown Coming in 2013

The concept of SMAC (Social, Mobile, Analytics and Cloud) has evolved from a proof of concept to a technology platform that every IT department must take into account. Nucleus Research looked at key business pressures and the constant technology changes that every company struggles to manage, and we are betting on the following trends to SMAC companies upside the head in 2013.

Eloqua: Social CRM Takes Customer Relationships to New Level

Although analysts peg the value of the CRM industry at between US $12 billion and US$ 18 billion annually, CRM has yet to deliver its full potential of transforming the customer experience. But Social CRM, or the incorporation of external social networks and online communities with more traditional CRM channels such as email and text, may hold the key to unlocking CRM’s transformative potential.

Taggstar Helps Improve Your Web Experience With Interactive, Engaging Images

A new app, Taggstar, vows to "bring your images to life" by being as interactive and shareable as possible, taking the customer experience to a whole new level.

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