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Customer Experience Revolution Ahead: Gartner
February 24, 2018
Enterprises have begun overhauling the way they handle customer experiences, suggested Gene Alvarez, managing vice president at Gartner, at the firm's customer experience event in Tokyo earlier this week. Twenty percent of brands will abandon their mobile apps by 2019, he predicted, choosing consumer messaging apps such as Facebook Messenger and WeChat instead.
Keeping It Simple
February 22, 2018
Disruptive innovations expose longstanding needs and signal that there's a solution at hand -- one that usually is less expensive than the status quo. The lower-cost aspect makes adoption inevitable and disruptive. Document management is like that. Decades ago, many enterprises found that the cost of capturing documents as electronic images vastly improved on costly file cabinet systems.
Broken Corporate Processes Degrade Customer Experience: Survey
February 21, 2018
Broken corporate processes have been contributing to negative customer experiences, a recent survey suggests. One thousand employees in U.S. companies with a workforce of 500 or more who work on a computer or mobile device for more than five hours a day responded to the online survey conducted by Nintex. Overall, 54 percent observed broken administrative processes within their organization.
Advanced Selling Strategies
February 17, 2018
One of CRM's overlooked benefits, accrued over many years, is its influence on business processes. Twenty or so years ago, front-office business processes were simplistic, due in part to the lack of technology support. For example, business leaders might have wanted to peer into a sales process to better incentivize sales reps, but rarely did so because it required a lot of data.
Trending in CRM
February 14, 2018
It's uncertain how the CRM market will look in six months, given the stock market, the economy and the tax bill. Initial indications are that more money will be available for various corporate activities, like hiring and rewarding employees and investments in products and business processes. If so, a decent amount of cash might find its way into various CRM company coffers.
To Win in the New Delivery Economy, Go to the Cloud
February 12, 2018
As Amazon sets consumer expectations for rapid delivery to the home, companies in nearly every industry have been recognizing that they must move to the cloud to keep pace. This means revamping their transportation and logistics systems to meet their customers' escalating delivery expectations. These rising demands have been fueling the growth of a new generation of cloud-based, SaaS solutions.
The 3 Faces of Customer Care
February 8, 2018
Companies are run by people. Some do a great job of putting the customer first and growing, which ultimately rewards investors. Others don't. Some first focus on investors and numbers, simply not caring about or taking care of the customer. That approach can have a serious and long-term negative impact on the company. Following are several examples of what some companies are doing right and wrong.
Five9 President Dan Burkland: Leveraging Tech for Great Customer Experiences
February 7, 2018
"We're seeing a digital transformation take place, where companies are moving their contact centers to the cloud," noted Dan Burkland, president of Five9. "There are two key criteria for a contact center -- there's the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text or email into the center, and you have to look for an agent who's available and properly skilled to handle such an interaction."
Document Management Revisited
February 5, 2018
The IT industry has been playing whack-a-mole since its inception. We've been applying sophisticated technology to our biggest business problems not once but repeatedly, as each new generation of technology offers and delivers order-of-magnitude improvements to our business processes. In some cases, we're on our fourth or fifth iteration of solutions.
SAP to Forge Stronger Links With $2.4B Callidus Buy
February 2, 2018
SAP has agreed to acquire Callidus Software for about $2.4 billion to improve back-office to front-office links. The transaction is expected to close in Q2 2018, subject to shareholder and regulatory approval and other customary closing conditions. SAP will get Callidus Software's CallidusCloud, which offers a full suite of sales performance management and configure-price-quote solutions.
The Top 20 CRM Blogs of 2017: Countdown, Part 2
January 31, 2018
Where does the discipline of CRM begin? We have a good idea where the software fits, but where does its impact end? With a sale? With a customer saying good things about your company to other customers? With a repeat purchase? And does CRM contribute to these events alone, or is there a web of other activities that help drive these relationships -- and do we ever consider these things to be CRM?
Salesforce's Triangulation Strategy
January 24, 2018
Partnerships may be playing the role usually reserved for M&A activity in the CRM world right now. Generally a company makes a purchase when it wants to capture the benefits of another business' R&D or established market base. However, at the moment it appears that the desirable targets are too big to swallow, and the result is more partnering between the big guys and the really big guys.
The Top 20 CRM Blogs of 2017: Countdown, Part 1
January 22, 2018
Something very interesting is happening in the world of CRM blogs: CRM is becoming less and less of a subject. Oh, it's in there -- it's just being elbowed to the back of the stage by a whole host of other related disciplines and technologies. Customer experience, customer engagement and content marketing are vying with artificial intelligence, Internet of Things and bots to elbow ahead of CRM.
Infrastructure as an Anchor
January 18, 2018
Oracle's race to the cloud has offered multiple successes to its investors and some disappointment as well. No transition of this magnitude can be expected to run like clockwork, but the difference between revenues for Oracle's Software as a Service apps for last quarter, $1.1 billion, and those for its Infrastructure as a Service apps, at $396 million, should at least get you thinking.
Cloud Training to Boost Competitive Advantage Strategies
January 11, 2018
One of the biggest challenges facing organizations of all sizes trying to move to the cloud is finding and retaining the skilled workers necessary to implement today's rapidly expanding assortment of on-demand services. This skills gap cost companies more than $250 million in lost business opportunities in just one year, according to a recent survey conducted by the London School of Economics.
The Platform Wars of 2018
January 10, 2018
The new battleground in enterprise software is likely to be the software platform. This is not to say that analytics and security are not important, but they are being handled in different ways. Security is being handled in ways that address both hardware and software vulnerabilities, but these things aren't what customers or consumers spend their days thinking about.
CRM in 2018
January 3, 2018
Figuring out the year ahead in CRM is tricky and getting more so. Making predictions has been more challenging for the last several years. We've seen an array of new technologies take root and blossom, but managers have had trouble figuring out how to adopt them. Those innovations have fueled a lot of anxiety in the C-suite about digital disruption, but each company's disruption is different.
2017: CRM in Full Stride
December 23, 2017
There was a lot in customer relationship management to like in 2017. The industry racked up north of $35 billion and the cloud reigned supreme. However, future growth presents a challenge. We're going to need to look beyond selling generic seats to grow the CRM market from here. It's a whole new ball game now that Oracle has credible cloud CRM. Other vendors will need to bring their A-games.
Reading Between Oracle's Lines
December 19, 2017
Oracle's most recent financial report reveals some hints about its future. Oracle has posted some very impressive numbers as its cloud computing products and services have taken off, and the recent Q2 reporting is a fine reference point. From the company's Q2 announcement: Cloud SaaS revenues were up 55 percent; PaaS plus IaaS revenues were up 21 percent; total cloud revenues were up 44 percent.
B2B Digital Ad Spending to Jump Next Year
December 18, 2017
B2B ad spending will increase 13 percent in 2018 to hit $4.6 billion from this year's estimated $4.07 billion, eMarketer has predicted. However, its proportion of all U.S. digital ad spending will remain unchanged at 4.9 percent, which implies growth in other digital ad spend areas as well. Desktops and laptops will continue to attract the bulk of B2B digital ad spend, according to eMarketer.
Most Marketers Struggle to Reach Targeted Customers
December 16, 2017
Sixty percent of the digital marketing professionals who responded to a recent survey reported difficulty in reaching their target audiences with messaging and content. Only 19 percent of those surveyed were "very familiar" with how automation could help drive marketing campaigns, according to Ytel. Fifty-eight percent of those surveyed said they liked to use phones for marketing.
Creeping Decentralization and CRM
December 13, 2017
One of the big stories of next year might be decentralization. Decentralization is what it sounds like: pushing centralized processes and decision-making to the periphery, where it is believed people can be more effective at dealing with whatever is on tap. Western democratic capitalism runs circles around Soviet style centralized command-and-control economics.
Cool Effect
December 8, 2017
Dreamforce is a bit like a holiday feast in that there are usually leftovers to savor. One of the stories that didn't get enough attention was Salesforce's path to becoming a carbon-neutral company. Time to savor it. Salesforce has made a monumental effort to switch to green electricity generation and ensure that its buildings and business processes are as light on the planet as possible.
Machines Could Become Driving Force Behind CX
December 6, 2017
Customer experience improvements have become an important part of companies' digital transformations, according to survey results Mitel released Tuesday. More than 2,500 senior IT decision makers across North America, the UK, France, Germany and Australia responded to the survey. The participants represented businesses ranging from 250 to 10,000-plus employees in a wide range of industries.
B2B Tech Marketers Have Work Cut Out for Them
December 4, 2017
Product reliability and ease of use are key for B2B technology marketers, suggests a recent survey of technology product and service decision makers in the U.S. Four hundred B2B tech buyers participated in the survey, conducted for Lavidge by WestGroup Research. Overall, 68 percent cited reliability as the most critical criterion in their purchase decisions; 64 percent said ease of use was key.
Everybody Talks About CX, but Nobody Does Anything About It
November 21, 2017
Customer experience quality didn't improve in the retail industry this year, despite keen competition among online retailers, according to Forrester's U.S. 2017 Customer Experience Index. The three top-ranked etailers came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year.
E-Commerce Provides Fertile Ground for B2B Growth
November 19, 2017
Business-to-business firms view increased online activity as an effective way to boost their growth, according to a new report from CloudCraze. Eighty-nine percent of the 400-plus B2B decision makers CloudCraze surveyed in the United States and Europe expected digital commerce would help their businesses grow. E-commerce has altered the role of sales teams, the CloudCraze survey also suggests.
Revisiting Show Season
November 14, 2017
Show season changes the CRM market. One day you're in the vanilla application software space, and a week later you understand the need to incorporate social media or analytics or machine learning, or you see a need for enhanced integration and development through platform services. It goes on. Today, in the wake of many companies' trade shows, we're again taking a look at the available suites.
Real Human Interactions Beat Automation, Survey Says
November 13, 2017
Customers prefer human interactions to IVR systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there are big differences depending on a number of factors, including how familiar reps are with the local language.
Driving Digital Transformation by Making Citizen Developers Heroes
November 10, 2017
Corporate executives know that if they don't transform their companies into digital enterprises they're going to be at a significant competitive disadvantage. Yet many corporate leaders have been unable to make significant progress transforming their organizations. Many executives have found that changing their corporate cultures is a lot harder than adopting cloud-based applications and services.
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What best describes your attitude toward social networks and politics?
The value of engaging in serious political discourse outweighs the negatives.
Most of the political conversations seem overheated and ignorant.
Social networks provide a lot of very good political information from reliable sources.
Almost every political post I see is skewed or totally fake.
Political interactions on social networks simply mirror those in the real world.
Social networks remove inhibitions, bringing out the worst in people and politics.