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Customer Experience News & Analysis

Salesforce Acquires CRM Startup RelateIQ for $390 Million

Salesforce acquired today a smaller CRM provider in a deal that could be worth up to $390 million, according to a filing with the United States Security and Exchange Commission

The CRM giant scooped up RelateIQ, a Palo Alto-based provider that claims it's known for driving "relationship intelligence" rather than "relationship management."

"We believe this offers our customers the best of both worlds," RelateIQ co-founder Steve Loughlin blogged today. "Salesforce.com pioneered the shift to enterprise cloud computing, redefining modern CRM as we know it. ... RelateIQ is pioneering the next generation of intelligent computing through data science and machine learning. Looking ahead, salesforce.com’s acquisition of RelateIQ will extend the value of salesforce.com’s No. 1 CRM apps and platform with a new level of intelligence across sales, service and marketing."

Omnichannel Service Takes the Whole Company

When we look to a company for answers, what do we want?

We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.

This Week: 3 WCM Innovators + Enterprise File Sync and Share Top Dogs

WCM Trouble? Not Here
While all is quiet in web content management, these three vendors buck the trend.

Digital Marketers' Loves
You may be surprised what they're digging.

Enterprise of Things
If Microsoft has its way, big data is coming to your Office 365 environment very soon.

Mobile Enterprise Showdown
Want to fulfill the anywhere, anytime vision of the mobile enterprise? Invest in mobile wisely.

Gartner's EFFS Leaders
In a market that's hotter than hot, Gartner announces its kings, and its almost-kings

Box Cashes In
Funding post-IPO for Box? This actually could be a smart move.

The Forrester Wave for Enterprise Social Platforms
Reap the Most Out of Your Investment
Download Report

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Here's How to Measure Customer Health

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The colorful new customer success tent is filling up quickly with marketers — despite lingering doubt about what customer success means or how exactly to measure it.

As it turns out, Forrester Research has been looking into the latter question. It interviewed 13 US-based Software-as-a-Service (SaaS) companies to get ideas on how "customer health scores" are measured. 

The study was commissioned by Gainsight, one of a number of companies in the nascent customer success segment  along with Amity, Totango, Bluenose Analytics, Evergage, FrontLeaf, Intercom.io, Preact.io, Scout by ServiceSource, Sparked.com and Woopra.

Mobile is the Essential Link in Customer Experience

2014-11-July-Tokyo-Subway.jpgThe 2010 customer expected you to provide her with an easy way to find what she was looking for -- prices, product features, reviews or account information.

The 2014 customer expects you to anticipate what she might want and present it to her, in context, perhaps even before she knows she wants it.

Smart phones have created this change. All of us are in the midst of a mobile mind shift. We have learned that whatever the question, the answer is on the phone. Does this product come in my size? What’s the name of that song? Did the US qualify for the second round of the World Cup?

Whatever the question, the answer is on the phone. We don’t want to look for the answer, we just expect it to be there.

Forrester: How to Use Agile Marketing to Enhance CX

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The hardest part of shifting to a customer-centric corporate culture may be getting your employees to embrace it. But your strategies and technologies are useless unless they do, according to a Forrester Research analyst.

"It's not just delivering a customer experience. It's making and centering our business around a customer-first attitude and a customer-centric attitude," Anjali Yakkundi, who focuses on digital experience delivery and related topics for Forrester, said Wednesday during a CMSWire webinar.

The webinar, entitled "Agile Marketing: Creating a New Generation of Enterprise Digital Experiences," also included a case study of Zoetis by Nilo Paredes, global product and technology leader for Zoetis, and a review of customer requirements by Steven Plaat, marketing director for CrownPeak, which also sponsored the session.

Microsoft Offers Feds Secured Dynamics CRM #WPC14

It always happens this time of year. Microsoft, which spends most of the time locked tighter than a clam, suddenly opens up and starts giving out news bites like a leaky cauldron. It’s the prologue to the Worldwide Partner Conference and Microsoft can’t seem to stop giving.

Yesterday it announced a whole bunch of productivity and synching releases for the private sector. It also announced a bunch of public sector releases that nearly slipped under the radar, including the fact that as of the beginning of next year, Dynamics CRM Online will be available as a separate instance for US federal, state and local governments.

The new Dynamics CRM instances will also comply with the FedRAMP standard. The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services.

What Mobile Marketers Need to Know About iOS 8

At the Worldwide Developers Conference in June, Apple announced a number of changes coming with release of the iOS 8 operating system being rolled out in September. Marketers who communicate with consumers via mobile must be aware of the coming changes so they can adjust their strategies and technology capabilities leading up to the release. It’s important to note though that iPhone 4 will not support iOS 8, so for the time being push strategies taking advantage of new iOS 8 capabilities will need to include legacy support for iPhone users who have not yet upgraded to a new device.

Forget the Channels, Focus on the People

2014-10-July-Car-Lot.jpgThe elusive promise of the seamless customer experience might be within reach, but sometimes seamless doesn't equal good -- or great -- customer experience. Are we focusing on the wrong things?

Google Enters Domain Market

Domains are being reborn into a marketer's dream come true. Having exhausted many of the best ones that end in .com, companies will now be able to explore new top level domains such as .guru, .wiki or .apple. And this market now has a new entrant -- the 800-million pound gorilla known as Google.

Before looking at the impact Google might have on this new domain market, let's review the new landscape of Generic Top Level Domains, or gTLDs.

Lessons from Brazil Soccer: How to Manage a PR Crisis

customer experience, Listen Up, Brazil Soccer: How to Manage Your Worst PR Crisis

Brazil lost to Germany 7-1 in the World Cup soccer semifinals Tuesday in Belo Horizonte, Brazil.

That's like everyone getting food poisoning simultaneously at a convention to promote celebrity chef Emeril Lagasse's pasta sauce.

It's the worst PR crisis you can imagine. Right on your home turf. So what to do?

Why Marketing Automation is a Must

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Imagine engaged and nurtured customers, who enjoy personalized, quality content that you deliver to them at the right place, at the right time, on the right device … customers who love your brand so much they just keep buying your products.

Meanwhile, your sales and marketing teams feel empowered to do their jobs better and act accordingly to sell your products more effectively.

Fantasy? Not exactly. One of the technological ways to get to this digital marketing Garden of Eden is marketing automation.

Crowdsourcing Startup Wants Clarity for Flooded B2B Software Market

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An Israeli crowdsourcing website startup that launched today will be a hub for those in the market for B2B software and even reach B2C-level success like Amazon or Ebay, its founder boasted to CMSWire. 

Chekkt, which includes reviews and ratings on Software-as-a-Service (SaaS) solutions and outsourced services, launched www.chekkt.com. It is designed to help companies, from startups and mom-and-pop shops to businesses with thousands of employees, discover, compare and purchase the best SaaS solutions for their needs, according to Chekkt CEO Ori Manor.

"The problem is quite simple," Manor told CMSWire. "Businesses today really don't have a go-to destination to compare services. It's unbelievable what you see in the B2C realm with Amazon. Everything is accessible, and you have a huge inventory at your fingertips. In the B2B sector, it's hard to discover these things, and it's hard to tell whether a certain software is relevant for your needs."

TinderBox Extends Dynamics CRM With Sales Automation

Think you’re missing something in Microsoft Dynamics CRM? TinderBox says you are.

In fact, according to TinderBox, Dynamics CRM users may have a lot of technology to provide customer insights and engagement, but its sales automation processes are just not up to scratch.

10 Ideas for Building a Successful DAM

2014-09-July-Wading-Pool.jpgI dropped my daughter off last weekend for her first overnight summer camp in the beautiful mountains of West Virginia. We stopped at her cabin during our tour of the camp, and she decided to stay behind with her counselor while we finished the tour. When we returned, her counselor informed us she was building a dam in the nearby stream. She was knee deep in the stream with a bunch of other little girls, lifting heavy rocks to stack across to make wading pools. As they built the foundation for the dam, the water continued to rise until they had a deep pool of water to cool off in.

Watching their progress made me think about how to approach building a DAM. What’s the process to deliver a successful DAM project? Much like the little girls in the stream attempting to stack rocks to create wading pools, a DAM project consists of many building blocks to create a successful project.

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