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Online Reviews: Separating the Wheat From the Chaff
December 09, 2014
The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent survey. Forty-four percent of those polled said they had written reviews themselves. At the same time, many customers doubt the ratings reviewers give products. Perhaps that's because a number of people admitted to reviewing products they never used.
Hear, Hear: The Rise of Social Listening
November 24, 2014
Evian ran a promotion to give away bottled water during August in New York. People had only to tweet using the hashtag #evianBottleService to get free water delivered to them on the streets. To pull it off, Evian coordinated its social listening efforts and its marketing strategy -- a valuable combination for brands that want to make use of what they hear online.
Picture This: Instagram for CRM
November 18, 2014
With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations. It might not be immediately obvious to some businesses, however, just how they can get involved with Instagram and make it work for them. One way is to invite customers behind the scenes.
Pegasystems Glides Through Social, Mobile Channels
November 03, 2014
Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing for CRM Solutions at Pega. The end goal was to assist users offering omnichannel customer service.
Mea Culpa: Social Media Apology Do's and Don'ts
October 21, 2014
When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm its tweet unleashed, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting."
Salesforce.com Debuts Faster, Smarter Social and Mobile Tools
October 07, 2014
Salesforce.com on Tuesday unveiled two new products: Sales Cloud1 and Service Cloud1. The company has a long history of product offerings in these areas, but these new iterations have been designed to address the radical changes in the sales and service space -- namely, the emergence of social and mobile. They also are primed for action when the Internet of Things goes mainstream.
Give the Gift of Social Customer Service
September 30, 2014
Snow flurries and the smell of pine needles. Eggnog and hot apple cider. Gingerbread men and latkes. Stockings and dreidels. Ornaments and menorahs. Trips to see family, and... visits to the customer service department? The holiday season is upon us, and it isn't complete without a customer service interaction or two. Remember when there was an actual customer service counter in department stores?
Jive Software Tightens Its Connections
September 22, 2014
Jive Software recently unveiled upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party integration to new community management tools. In particular, there has been a great deal of energy around JiveX.
The 5 Worst Blunders of CRM-Destroying Execs
September 09, 2014
One of the CRM secrets to success is executive buy-in. That typically means the support of a high-level executive for the deployment and use of CRM technology. That executive often is an SVP of sales, or maybe a chief revenue officer or a CMO. The support of multiple executive roles is critical to implementing and supporting a CRM strategy. Having the buy-in of one executive is not enough.
Salesforce.com Engulfs Communities in Community Cloud
August 27, 2014
Salesforce.com on Wednesday announced the debut of the Salesforce1 Community Cloud. The product is launching as a new division for Salesforce.com, on par with its Sales, Service and Marketing Cloud offerings, said Lisa Hammitt, VP of business operations. Built on the Salesforce1 Platform, Community Cloud connects to Salesforce CRM and related business processes.
Evolving CRM
August 26, 2014
The CRM Evolution conference held last week in New York was interesting for multiple reasons. Most importantly, perhaps, is the perception that the market is moving into a higher gear, slipping past the restraints of a recession that would not quit. Good things are in store for the industry, I think, as buyers step up their games and vendors unleash a passel of new solutions.
Yelping Back: Using Yelp to Turn Customers Into Fans
August 12, 2014
After writing a positive review of Roy's Hawaiian Grill on Yelp, Matt Siltala received a "thank you" from the company. It's that kind of active involvement with Yelp that Avalaunch Media President Siltala recommends to his clients. "I love Roy's Hawaiian Grill because it's done that for me," Siltala said. "It makes you love the brand even more and go back more and spend more."
Hotel Bites Internet - Internet Bites Back
August 04, 2014
Online reviews are a modern-day fact of life for any company operating in the hospitality industry, but an Internet maelstrom erupted when one hotel's surprising response to that reality was brought to light. Namely, the Union Street Guest House in upstate New York threatened to charge those who booked wedding parties at the venue $500 for every bad review posted online by any of their guests.
The Social Side of Big Data
July 31, 2014
The power of Big Data technology is being successfully applied to understanding such complex unknowns as consumer sentiment and even intent. That understanding then vastly improves how businesses manage their customers' experiences -- increasingly in real time. Fortunately, today's consumers are quite willing to share their intents and sentiments via social media.
Tellwise's Smart Messages Creates Buyer-Friendly Collaborative Environment
July 28, 2014
Tellwise, a two-and-a-half year old startup, has introduced Smart Messages, a new collaboration platform for sales reps to target prospects. The multichannel platform comes equipped with such tools as intelligent notifications, behavioral analytics and mobile functionality. Smart Messages is the culmination of the vision of Tellwise's cofounders, all of whom are former Microsoft engineers.
Attentive.ly's Social Marketing Taps Customer Interests
July 21, 2014
Attentive.ly recently released its application on the Eloqua platform, digging a deeper foothold for itself in the CRM enterprise space. Attentive.ly provides social marketing automation functionality in the form of a plug-and-play toolset that works with a CRM overlay. Using its tools, companies can organize customers in specific groups, listen to their online conversations, and send personalized marketing messages.
There May Be More to Salesforce's RelateIQ Buy Than Meets the Eye
July 14, 2014
Salesforce.com will shell out $350 million in common stock for RelateIQ in a deal expected to close by October. It will provide another $40 million dollars in stock for its cash balance. RelateIQ will become a wholly owned subsidiary of Salesforce, according to an SEC filing. "This gives Salesforce more of a footprint in process orientation," said Denis Pombriant, principal of Beagle Research.
Toward a More Perfect CRM
June 26, 2014
"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking about -- but it doesn't make it any less true. In the processes we use to run our businesses and deal with customers, there's a lot of "good enough" thinking.
Five9 Adds Social, Mobile to Its Cloud Call Center Repertoire
June 23, 2014
Five9 has introduced Summer Release 2014, the latest version of its cloud contact center software. The company's first major release since its 8.1 launch last year, it follows Five9's acquisition of SoCoCare, a social engagement and mobile customer care provider. SoCoCare's feature set is part of the basis for the new release. As a result, Summer Release 2014 is now a multichannel desktop app.
Target Customers Broadcast Epic Checkout Fail
June 16, 2014
Target's customers jumped en masse onto social media Sunday night after technical malfunctions at its stores around the country resulted in long checkout lines and, in some cases, inability to make purchases with store-branded credit cards. The episode struck a nerve with customers, not only because of the inconvenience, but because it was a reminder of another Target point-of-sale glitch.
Microsoft Dynamics Steps Out of Shadows
June 03, 2014
Microsoft on Monday announced global availability of the latest feature set in Microsoft Dynamics CRM, which was introduced earlier this year. It offers new marketing functionality, enhanced customer service features, a Unified Service Desk for call centers, and additional social listening features. The marketing functionality in this version of Microsoft Dynamics CRM has been rebuilt.
Poor Mistake Management: 3 Model Lessons
May 29, 2014
I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the vendors in this space get things right, realizing theirs is a niche industry and their customers really are in charge, especially since all spending in this sector is discretionary.
Salesforce1 Mobile App Drives Internet of Customers
May 27, 2014
Salesforce.com has announced that its Salesforce1 Mobile App will be generally available in the company's summer release. The app will be accompanied by an enterprise ecosystem consisting of some 65 partner apps, a new connector for SAP, and a slew of new features around sales, service and marketing functionality, said Michael Peachey, senior director of mobile products for Salesforce.com.
5 Ways Social CRM Builds Indirect Channel Relationships
May 23, 2014
The concept of social CRM has been around so long now that, if you listen to the pundits, we should stop saying it and just include it as part of CRM. That assumes most companies have fully digested what "social" means and have made plans to use it effectively -- which is assuming a lot. That said, there's another area where social media needs to be incorporated: partner relationship management.

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