Salesforce News & Analysis
| Wednesday Apr 16, 2014
Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author of The Forrester Wave Customer Service Solutions For Enterprise Organizations Q2 2014 (registration required).
Leggett and co-authors Stephen Powers, Michael Facemire and Victoria Boutan identified the 11 most significant customer service solutions, but also warned that not all vendors are making the grade.
| Tuesday Apr 15, 2014
IBM’s acquisition of Silverpop will create “headaches” for marketers using Big Blue platforms because of “silo problems” that will lead to a potentially expensive “integration nightmare,” according to a top official at Adobe, a leading competitor.
Suresh Vittal, vice president of marketing strategy for Adobe’s Digital Marketing business, told CMSWire that IBM, which typically sells to CIOs, is trying to hand marketing to IT.
“This acquisition feels like an attempt to fix the failings in the Unica acquisition: namely email and cross-channel execution,” Vittal said. “We think Silverpop is a partial answer that creates significant overlap problems for both Unica and Silverpop clients.”
| Friday Apr 11, 2014
SAP is too classy to laugh at Salesforce president Keith Block’s pretentious remarks, as he runs from city to city saying things like “You’re going down SAP.”
“It's great that Salesforce.com has aspirations to be bigger than SAP,” said Steve Lucas, president, SAP Platform Solutions. “But ultimately we don't care what competitors think, we only care about what our customers and partners think and how to make them successful.”
“If we stick to that,” added Lucas, “we will win.”
| Thursday Apr 10, 2014
Sales force automation (SFA) and user experience management have pitted Oracle and Salesforce against each other with Marketo snapping at their heels. All three have been piling the pressure on with new releases and announcements as they battle to dominate the market.
Yesterday, at its Collaborate annual conference for the Oracle application and technology community, Oracle added some major enhancements to its CPQ Cloud. It also announced a number of upgrades to it sales cloud that are focused principally on making SFA more mobile.
| Wednesday Apr 2, 2014
Is a heavyweight title bout emerging between two major contenders in the enterprise applications space? Maybe -- if you feel that title bouts are started when only one of those contenders says something in a keynote and the other chooses not to respond at all.
Salesforce.com fired a salvo at SAP today when Keith Block, its president and vice chairman, told a Boston audience that "we will be passing SAP as the largest enterprise applications company in the world."
Block made the comment this morning at the Salesforce1 World Tour, which rolled into Boston today at the Hynes Convention Center. SAP, Block added, is the "third largest software company in the world. We believe we will be the third largest software company in the world."
| Wednesday Apr 2, 2014
With all the talk about Microsoft’s new CEO and the changes he is likely to bring, it is sometimes forgotten that the company is the biggest software vendor in the world. According to new figures from Gartner, Microsoft retained that crown in 2013, while Oracle muscled past IBM to claim the number two spot.
That is one of the significant points from the Market Share: All Software Markets, Worldwide, 2013 report, which also notes that Salesforce has pushed itself into 10th position from 12th last year. This is the first time that a cloud or SaaS vendor has managed to make it into the top 10 list.
| Wednesday Mar 26, 2014
At last month’s Convergence conference in Atlanta, Microsoft revealed what it had been internally assembling around its 2012 acquisition of Marketing Resource Management (MRM) specialists MarketingPilot. The resulting digital marketing suite has the potential to shake up the marketplace just as SharePoint did in the enterprise content management (ECM) market in 2001.
| Friday Mar 21, 2014
Cirrus Insight is putting a lot of stock into making the Gmail experience better for marketers and salespeople.
Last fall, the CRM app developer out of Laguna Hills, Calif., united Salesforce and Gmail on mobile devices. Then in February it added marketing automation capabilities via Pardot and Hubspot.
Its latest move comes today and involves bringing Eloqua's marketing automation to Gmail, opening up capabilities for enterprises.
| Thursday Mar 6, 2014
Marketing is understandably obsessed with conversion rates: increasing conversions by a few additional percent can make a huge difference to the bottom line. But how can we generate leads from those visitors who didn’t convert on your website? Can your sales team prospect to anonymous visitors once they’ve shown an interest by visiting our website?
| Tuesday Mar 4, 2014
You’ve probably heard about the Internet of Things. But what about the Internet of Customers? Salesforce apparently has: It plans to open three new data centers in Europe later this year to support — you guessed it — the Internet of Customers.
| Thursday Jan 9, 2014
A whopping 98 percent of marketers are maintaining or increasing their spend in 2014 — and that increased spending is mostly going to data and analytics and marketing automation, a new ExactTarget survey concluded.
The biggest surprise in the 2014 ExactTarget State of Marketing Report is that while 80 percent of marketers think mobile affects them, only 40 percent have a mobile app, Kyle Lacy, senior manager, global content marketing and research at ExactTarget, said in an interview. "Lots of people say they need it, but not that many do it," he said.
| Wednesday Jan 8, 2014
2014 looks like it could be a turning point for marketers. They are finally getting out of their own way in areas that have held back their own success. Yet in other areas they are stubbornly stuck to old habits.
Salesforce.com released its ExactTarget Marketing Cloud 2014 State of Marketing study (registration) this week. With over 2,600 responses from mid to senior B2C marketing managers, in large to small companies across all industries, the study reveals how marketers plan to spend their budgets, their strategies for success, along with some blind-spots.
| Monday Jan 6, 2014
What company is next after Oracle’s $1.5 billion purchase of marketing cloud vendor Responsys? Some company for sure. And the next buy will come sooner rather than later, analysts told CMSWire.
The Redwood City, Calif.-based software giant's latest acquisition comes during a time of industry transformation.
“Marketing will be an extremely rich area of merger and acquisition activity for the foreseeable future,” said Robert Brosnan, principal analyst at Forrester.
| Friday Dec 20, 2013
Exactly a year to the day after Oracle announced its $871 million buy of marketing automation company Eloqua, Larry Ellison and company announced plans to acquire marketing cloud player Responsys for $1.5 billion.