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Einstein to Make Dreamforce Appearance
August 25, 2016
Salesforce plans to unveil Einstein, an artificial intelligence product, at next month's Dreamforce 16. Einstein integration will give Salesforce's sales, service, marketing, collaboration and e-commerce products predictive suggestion and insights capabilities. It will serve as a new nerve system across the entire business. AI is key to Salesforce's future, CEO Marc Benioff has emphasized.
Pegasystems CTO Don Schuerman: Trust the Technology
August 23, 2016
Customers may not understand the processes that drive their experiences, and they're not eager to look under the hood, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing about the fact that there's a technology behind the scenes called CRM.
Enterprise Software's Future
August 19, 2016
What's the direction of the software industry? I'm not indulging in idle curiosity -- things are changing, and today's events are signaling a significant shift. The rollout of Software as a Service and the emergence of relatively good platforms -- which will only get better -- suggest to me that the software industry of 2000, in which cloud and SaaS began to emerge, is now well in the past.
Salesforce Reels BeyondCore Into Its Cloud
August 17, 2016
Salesforce has inked an agreement to acquire BeyondCore, a data analytics firm that already has integrated its latest release with Salesforce, the companies said Monday. BeyondCore will become part of the Salesforce Analytics Cloud, extending smart data discovery and advanced analytics capabilities across the entire Salesforce Customer Success Platform, said BeyondCore CEO Arijit Sengupta.
CFB Strategies Cofounders Anderson and Vaillancourt: Catching Up With CRM
August 12, 2016
CRM innovations in recent years have had a significant impact on campaigns and nonprofit organizations, according to CFB Strategies President Trace Anderson. "Traditionally in the campaign world, it was an old-school mentality of just collecting checks," he said. "Even when I started working in politics, from 2006 to 2008, everything was done by hand."
The 4 Fundamental Attributes of Customer Loyalty, Part 4
August 10, 2016
If you want to succeed at engaging customers, or anyone else for that matter, it helps to have a model of what success looks like. This idea isn't new. Elite athletes train themselves to see a perfect race in their mind's eye, or to imagine the arc of a ball to its flawless conclusion. Scientists model physical and chemical reactions that occur at a scale too small to view directly.
Time Warner Cable Really Doesn't Like Me
August 9, 2016
After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service itself or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I wasn't eager to go back to a high-priced cable service either.
The Maturation of the Cloud ERP Market
August 5, 2016
Oracle's acquisition of NetSuite is a clear indication that the rapid adoption of cloud alternatives to traditional on-premises applications is shifting from front-office customer relationship management to back-office enterprise resource planning solutions. Now, the question will be whether Oracle can buy its way into a leadership position in this emerging marketplace.
Heating Up the Platform Wars
August 4, 2016
We've seen a rapid progression from conventional licensed software to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. I am not a big fan of zero marginal cost economics, in which prices drop to zip because buyers take into account only the cost of the good and not the time, effort, and other resources that went into making it No. 1.
Salesforce Gets a Grip on Quip
August 2, 2016
Salesforce has agreed to acquire Quip, Quip CEO Bret Taylor and Head of Product Kevin Gibbs announced Monday. Quip lets users manage live documents throughout the collaboration process. The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet.
Oracle Hauls In NetSuite
July 28, 2016
Oracle has inked an agreement to acquire NetSuite -- the company its former chief marketing officer, Zach Nelson, cofounded in 1998 -- for $9.3 billion. NetSuite offers various software packages as cloud-based services, including ERP, accounting, CRM and sales force automation. What's surprising about the deal is "why it took so long and why Oracle paid so much," said analyst Trip Chowdhry.
Xactly CEO Christopher Cabrera: Understanding CRM's Boundaries
July 27, 2016
It's important to recognize that "CRM is growing up," said Xactly CEO Christopher Cabrera. "It's becoming more useful to the CRM user, who is predominantly the sales rep or whoever is managing the customer relationship. The sales performance management, or SPM, space is on a collision course with CRM, because what CRM doesn't do is allow the reps that are using it to make sense of it all ... ."
Gamification's Serious Role in Sales Success
July 26, 2016
When gamification was just starting to catch on several years ago, I recall sitting next to the CMO of my then-company at a Gartner conference session. The presenter walked the audience through the concept of using ideas borrowed from gaming as a motivational tool, and about two-thirds of the way through, the CMO turned to me and whispered, "This is the most ridiculous thing I've ever seen."
LinkedIn Spiffs Up Sales Navigator
July 22, 2016
LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales Navigator with Gmail. The third is a new recommendation tab on the Sales Navigator mobile apps.
Platform as a Platform
July 20, 2016
The platform land rush is definitely on. You can't swing a dead cat, as the saying goes, without finding an announcement about some new platform or some established vendor's attempt to enhance its existing platform. Some sorting out seems to be in order. What's not a platform these days? Well, if it's easy to substitute the word "application" for "platform," then you should use "application."
5 Ways to Guarantee Sales Will Hate Your CRM
July 19, 2016
CRM often is described as a discipline and a technology that will transform the entire business. Sales and marketing can get on the same page, support will have visibility into what sales and marketing are doing, and every interaction can be captured and used to create a complete view of every customer. CRM has weak links, however -- and in many businesses, the weakest is the sales team.
The 4 Fundamental Attributes of Customer Loyalty, Part 2
July 14, 2016
Lots of CRM vendors talk about personalization, but their idea of how to do it leaves much to be desired. They address personalization very late, using a just-in-time approach to accessing customer data to support a sales or service encounter in the moment. This certainly is important, and it achieves the goal of personalizing the encounter by producing a catalog of data points.
Microsoft Unveils Enterprise Windows 10, Surface Pay-as-You-Go Plans
July 13, 2016
Microsoft on Tuesday introduced two pay-as-you-go plans for the enterprise. Windows 10 Enterprise E3 in CSP is "basically the OS wrapped with security and management delivered as a subscription," said Rob Enderle, principal analyst at the Enderle Group. The Surface as a Service Program lets Microsoft CSPs who are also Surface Authorized Distributors use a managed service offering.
Salesforce Wraps Up Demandware Acquisition
July 11, 2016
Salesforce on Monday announced it had completed its $2.8 billion acquisition of e-commerce cloud software platform Demandware. The deal "gives Salesforce the e-commerce piece to compete against Oracle, which already has e-commerce capabilities, as well as SAP," said Rebecca Wettemann, VP of research at Nucleus Research. "It also gives Salesforce a cloud transactional platform for B2C purchases."
Microsoft Dynamics 365 Brings CRM and ERP Together
July 7, 2016
In a bid to augment its cloud services business with more flexibility on pricing and customization, Microsoft has announced the launch of Microsoft Dynamics 365 and Microsoft AppSource, which will integrate its ERP and CRM solutions. The combined cloud offerings, which will become available this fall, will allow customers to choose purpose-built apps for a range of business management processes.
The 4 Fundamental Attributes of Customer Loyalty, Part 1
June 29, 2016
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping.
Salesforce VP Lynne Zaledonis: Intelligence Is the Next Generation of CRM
June 28, 2016
Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer, companies need to understand that the new cloud, mobile and social world we find ourselves in "has produced trillions of pieces of customer data, and it's totally changed how we engage with our customers, and how they engage with us," Zaledonis said.
Social's Turning Point
June 24, 2016
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.
Rethinking the Customer Journey Map
June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal.
The Microsoft-LinkedIn CRM Connection
June 14, 2016
With its $26 billion purchase of LinkedIn, Microsoft may be setting itself up to tackle Salesforce head-on for CRM dominance. The purchase also might help Microsoft compete more aggressively with other major CRM providers, such as SAP and Oracle. The LinkedIn purchase "is key to our bold ambition to reinvent productivity and business processes," CEO Satya Nadella told Microsoft employees.
The Marginal Customer
June 10, 2016
I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the B2C rather than B2B space.
Creating the Right Business Culture for Success
June 6, 2016
In an era when technology is changing the ways people conduct every aspect of their lives, it's not a surprise that business leaders have come to depend on it as the lever that will elevate their sales and marketing performance to the next level. Productivity has increased because of technology, and the implementation of technological tools has had a direct effect on sales effectiveness.
The Traction Gap
May 26, 2016
My friend and a partner at Wildcat Venture Partners, Bruce Cleveland, along with his associates, has come up with an idea that helps explain why some early-stage companies thrive and thus raise more capital, while others die on the vine. As a venture capitalist, he is always trying to figure this out, trying to determine who gets another round of funding and who doesn't.
Microsoft Dynamics Rides the IoT Wave
May 25, 2016
Microsoft on Monday made its Dynamics CRM Spring 2016 Wave generally available to customers. The application focuses heavily on machine learning and the Internet of Things. It offers field service and project service automation capabilities, as well as four preconfigured Web portal solutions for customers. The portal solutions can be used on any desktop, tablet or mobile device, Microsoft said.
Deeper Connections
May 23, 2016
Salesforce held its Connections 2016 user event in Atlanta earlier this month. About 7,000 people attended, but in the Georgia World Congress Center and airplane hangar, attendance seemed smallish. Attendance might have been held down by Gov. Nathan Deal's slow response to vetoing a religious freedom law largely seen as discriminating against the LGBT community.
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