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Robots May Become Go-To Customer Service Reps
August 26, 2017
The customer service robot market will be worth $88 million by 2022, according to Tractica. Annual shipments are expected to increase from 2,730 units in 2016 to nearly 4,800 in 2022. The robots will be both humanoid and non-humanoid. However, telepresence robots, chatbots, and stationary customer interactive systems that don't have moving parts are not included in the count.
Consumer Healthcare: Growing Importance of Patient Education and Communications Solutions
August 25, 2017
As the healthcare industry shifts to value-based care models, patient education and communication solutions increasingly have become an investment priority for care providers and payers. Consumers have many means, whether digital or analog, to acquire medical knowledge and personal health information, and they tend to reach out to their doctor when sick, or when they have complex health questions.
Survey: In-App Customer Support Is a Winner
August 23, 2017
Consumers want mobile apps with good in-app customer support, suggest results of a recent survey. Radius Global Market Research conducted the online poll of adults in the United States this spring. Among the survey's findings: Eighty-nine percent of respondents said they would recommend an app if a customer support agent proactively contacted them while they were experiencing problems.
Has Marketing Automation Started Making Sense?
August 21, 2017
B2B marketing automation has a long way to go, suggest the results of a recent survey of more than 350 marketing professionals in the United States and Europe. Act-On Software commissioned Econsultancy to conduct the research for its State of B2B Marketing report released last week. Only 51 percent of respondents said the CMO or equivalent took a keen interest in marketing automation.
CRM Health Check
August 18, 2017
As an industry, CRM continues to grow and shower benefits on its users. It's hard to imagine that some businesses still don't use some form of CRM, but recent data suggests there are still businesses buying their first CRM solutions or changing vendors. It's a compilation of data from all over, with some credible inputs from a number of sources, so it's worth taking a look.
Fulfilling the Omnichannel Shopping Imperative
August 16, 2017
The omnichannel approach has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30 popular and growing retailers. Here's the problem: E-commerce absolutely is killing brick-and-mortar stores.
Most Businesses Want Agility but Few Have It
August 9, 2017
Although many organizations recognize that agility enables better responses to changing business conditions, few have taken the necessary steps to reach that goal, a new study from CA Technologies suggests. Although two-thirds of the respondents to the firm's recent survey saw value in business agility, only about 12 percent said their organizations were on their way to achieving it.
Excellent Customer Service Requires Emotional Intelligence
August 4, 2017
Staff engagement is a key component in a telco's ability to positively impact customers, according to InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies' customers just plain hate them. Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel, the study recommends.
Spanning Front and Back Offices
August 2, 2017
CPQ -- that is, configure, price, quote -- is one of the most transitional apps, because it spans front and back offices, and because its very existence has changed these functions. Another app in this category is sales compensation management. Both of their stories are about front-office processes needing back-office data. Once the data is made available, the process evolves to be far more useful.
New Service Promises Help Winning Government Contracts
August 1, 2017
Onvia on Tuesday launched a new service for companies selling to the public sector. The service provides access to detailed materials associated with a given solicitation, including all submitted proposals, the awarded bid, the final contract, and the agency's scoring criteria. Onvia "helps clients succeed in pursuing government contracts," said Ben Vaught, director of Onvia for Government.
InsideView Launches Expert Consulting Service for B2B Marketers
July 31, 2017
InsideView has announced a consulting service to help B2B marketers implement account-based marketing. Expert Service, the first in the firm's planned series of InsideView Expert Services, delivers target market analytics and helps customers build a view of their total addressable market using a data visualization console. InsideView's TAM service is a blend of consulting, technology and data.
Changing B2B Marketplace Calls for New Sales Skills
July 27, 2017
There are three key moments when salespeople can maximize the value in a customer relationship instead of allowing it to leak out, according to Corporate Visions, which announced a new sales skills program on Thursday. Those three turning points occur during deal negotiations, when securing customer renewals, and introducing strategic price increases, the company said.
Sage Buys Intacct
July 26, 2017
Sage's Tuesday announcement of its agreement to buy Intacct prompts a multilayered look at the evolution of the cloud ERP space. Both companies are partners with Salesforce and have products based on the Salesforce platform. Each is a member of the AppExchange, and both are situated in the broad cloud ERP space, which has been receiving a lot of attention lately as the market seems to be moving en masse, albeit glacially, to the cloud.
Zoho Launches All-in-One Business Suite for SMBs
July 25, 2017
Zoho has launched Zoho One, an all-in-one business suite comprised of more than 35 integrated Web applications and an equal number of mobile apps. The suite offers single sign-on with centralized administration and provisioning. Each user has one secure account and access to the entire suite. An admin panel enables and controls access, which simplifies provisioning, access and audit.
3 Keys to Customer Satisfaction: Speed, Efficiency, Knowledge
July 20, 2017
Customers want fast service or support from knowledgeable people where, when and how they prefer to receive it, based on results of a study the CMO Council published Tuesday. Together with SAP Hybris, the CMO Council last year conducted an online survey of 2,000 respondents, equally divided between men and women. Fifty percent were in the U.S., and 25 percent each resided in Canada and Europe.
Consumers Are Ready to Embrace 'Futuristic' Payment Tech
July 14, 2017
As many as 80 percent of U.S. residents support frictionless payment methods and technologies, suggests a survey of 1,000 consumers Viewpost published this week. Among its other findings: Nearly 51 percent of survey participants were paid electronically through direct deposit, and 83 percent of respondents believed paper checks would be eliminated completely within the next 20 years.
The 3 Crucial Stages of an Effective Content Marketing Strategy
July 12, 2017
There are three key stages of implementing a content-based lead generation strategy -- content development, targeting and prospect nurturing -- that marketers should take into account. However, they often focus on one stage more than the others, missing out on opportunities for optimization. That is one of the findings of a new study from NetLine, a B2B content syndication lead generation network.
Trailhead Matrix
July 11, 2017
Salesforce had a strong showing at its TrailheaDX developer conference, roughly quadrupling last year's attendance and flooding its developers with new technology. Over the last few years, the company has built out a multidimensional matrix of product offerings that include CRM components like SFA and customer service, but it has been careful to introduce back-end technology products as well.
Growth for Customer Loyalty Programs Slowing: Census
July 10, 2017
Membership in loyalty programs grew at 15 percent this year to total 3.8 billion, according to the recently published 2017 Colloquy Loyalty Census Report. The growth rate recorded in the 2015 loyalty census, when membership stood at 3.3 billion, was 26 percent. Growth has slowed because the United States is a maturing market, said Melissa Fruend, author of the report.
Consumers Will Pay to Be Pleased: Survey
July 6, 2017
Eighty percent of participants in a recent Capgemini survey said they would pay more for a better customer experience, and 9 percent were willing to pay up to 50 percent more. Researchers polled 3,300 customers of 125 companies in the utilities, consumer products, retail, retail banking, and Internet-based services sectors. Among the respondents were 450 senior executives from 150 companies.
Naming the Ephemeral
June 30, 2017
So much is happening as we approach the end of Q2 -- our industry's busiest quarter, at least by some measures. I'm flying around seeing things but not always able to comment from a middle seat on a red-eye. So this piece is an attempt to catch up and set some markers for the traditionally slower summer. I've been searching for a word to describe a new category I see: Service as a Service.
SugarCRM Launches Hint, 1st in Relationship Intelligence Line
June 28, 2017
SugarCRM has launched Hint, the first in its new line of relationship intelligence products. Hint users can enter a few contact details about a person with whom they want to connect, and Hint automatically will search social sources on the Web for information. That data, along with other details from a company's internal files, will be served up to the user in a side-panel view.
Where FinancialForce Fits
June 26, 2017
FinancialForce held its first big time user conference in Las Vegas last week, headlined by new CEO Tod Nielsen. The company seems to be telling us that it is adjusting course in an effort to create a new category aligned with enterprise resource planning, but very much for this century. The key concept is services, which must be explained.
Experts Identify 6 Emerging Influencer Marketing Trends
June 23, 2017
Influencer marketing has become an area of strategic importance for marketing departments, according to Traackr. B2B technology companies are aware of the trend, according to the paper's coauthor, business consultant Mark Schaefer, but they lag in implementing influencer marketing programs. Interviews with 10 marketing experts suggest that influencer marketing requires a fundamental shift.
Digital River, Adobe Strengthen Cloud Commerce Alliance
June 22, 2017
Digital River has expanded its ties with Adobe Experience Manager to offer an end-to-end cloud commerce solution targeting the high-tech industry. The new solution, which is based on a 2015 agreement to integrate Digital River's cloud-based Global Commerce Platform with Adobe Experience Manager, offers brands a fresh approach for bolstering their direct channel strategy and competitive position.
Swiftpage CEO John Oechsle: Better Interactions Lead to More Transactions
June 15, 2017
"There are groups within companies that don't want to interact with a full-blown CRM application," said Swiftpage CEO John Oechsle. "They want to access it based on the functions they want it to perform. These small purpose-built apps are going to continue to evolve. Also, people want to interact with software using voice ... . They don't want to sit there and type."
Firms Eager to Try New Sales Technologies, Survey Suggests
June 13, 2017
More than 80 percent of high-growth sales organizations use five or more sales technologies, suggests a recent online survey of 400 companies. Velocify and the American Association of Inside Sales Professionals partnered on the research and released their findings on Tuesday. The average number of sales technologies in use was 10, based on the participants' reports.
Salesforce Parallelism
June 12, 2017
For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in interesting ways. There are product lines for the enterprise, small and mid-sized businesses, business-to-business firms and business-to-consumer operations -- and probably some others that I haven't considered. The rationale for all of these new products is simple.
LogMeIn Makes Bold360 Entrance at CRM Party
June 9, 2017
LogMeIn on Thursday unveiled Bold360, a customer engagement platform that evolved from Boldchat -- the live website chat software it acquired five years ago. Bold360 has an intuitive interface that consolidates data from different systems to present a unified view of all customer interactions. Among its features are easy integration of Salesforce and Zendesk data; and omnichannel support.
Pegasystems Nestles in AWS, Azure Clouds
June 8, 2017
Pegasystems has deepened its 7-year-old relationship with Amazon AWS, and also has teamed up with Microsoft Azure, company officials told Pegaworld attendees on Tuesday. The deals are part of a series of planned partnerships aimed at giving Pega's clients choice in their cloud environment and avoiding lock-in. Pega last month inked an agreement to deliver Pega software on Pivotal Cloud Foundry.
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Which form of smartphone security do you rely on most?
Face ID or Fingerprint
Strong Password
App Locks
Storage Encryption
VPN with Public WiFi
I don't use any smartphone security tech.