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Oracle Marketing
August 10, 2020
The emergency caused by the novel coronavirus is causing deep structural changes to how we do business. We don't sell or market the way we did before the virus, and it may be some time before we return to that model -- if indeed we ever do. Oracle's strategy centers around the CX Unity Customer Intelligence Platform, a data management platform that's central to marketers' activities.
Salesforce Sustainability Cloud
August 7, 2020
Salesforce continues to offer new products in an expanding demonstration of its platform's relevance to business and society at large. Sustainability Cloud is best understood as a carbon accounting solution that enables organizations to more quickly audit their carbon emissions and take action in that area. This covers a lot.
Salesforce Ups Its Marketing Game
July 21, 2020
Recent research shows that employees are well aligned with the directions and goals of their companies, and that they are competently led and respect their bosses; but the technologies they use leave a lot to be desired. This includes CRM, and too often the functionality that their currently installed CRM doesn't offer. Consequently, the changes Salesforce just introduced in its Marketing Cloud could not have been more timely.
More Autonomous Cloud From Oracle
July 9, 2020
Oracle's new offerings, really packaging of existing recent high-performance products for the enterprise market, enable companies to continue running their data and datacenters on premise while still benefitting from gains made by its autonomous database like eliminating most forms of routine maintenance and operations activities.
The Trail to the Platform
July 1, 2020
Some years ago, Marc Benioff told me he was not interested in developing back office apps that would compete with SAP and Oracle in the ERP and finance market. Many people, myself included, looked askance at that idea and wondered out loud how the company would continue to grow because, hey, there's front office and back office and nothing else right? Nope.
Verint Automates Management of Return-to-Work Health Practices
June 10, 2020
Verint has announced new capabilities within its workforce management solution that automate compliance with CDC guidelines to reduce the risk of COVID-19 infection as employees transition back to the workplace. New workflows automatically create a comprehensive schedule that is prescriptive, while including traditional workforce management criteria such as skill level, channels and peak hours.
What's Going On With Oracle?
May 14, 2020
Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things about its ability to pay dividends even in tough times. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market.
Salesforce Revamps Work.com to Help Businesses Address Pandemic
May 6, 2020
Salesforce has announced a new version of Work.com designed to help businesses function safely during the COVID-19 pandemic. "Work.com is a completely new initiative using an existing domain name that we previously owned," said Salesforce spokesperson Joel Steinfeld. "Our focus is on speed and moving as quickly as possible to help our customers, and Work.com is an optimal way to do that.
Zoom Oracles Its Way to Center Stage
April 28, 2020
Oracle and Zoom just entered a deal that for once is more about technological audacity than about dollars -- a partnership to host Zoom on Oracle Cloud Infrastructure. In just a few months -- basically since the beginning of the novel coronavirus pandemic -- Zoom has seen demand for its service grow from about 10 million daily meeting participants to more than 300 million.
Contact Tracing With Salesforce
April 22, 2020
Contact tracing is a big job, like trying to drain an ocean with a teaspoon. It involves finding people who have been exposed to the coronavirus and testing them to determine if they are infected or are carriers. Public health officials then can take necessary steps to prevent the virus' spread. It's a perfect fit for CRM, and Salesforce's core technology is coming to the forefront.
A Patchwork of Useful Things
April 4, 2020
Adobe just announced what it calls the first digital economy index. It seems like it's modeled after other indices usually kept by the federal government to measure economic output and consumption. The Adobe index captures only consumer consumption behavior though. Some of its insights include new shopping behavior, such as which products have become hot items or decreased in popularity over time.
Zoho's Noble Endeavor
March 25, 2020
Edge conditions and the change they drive are fascinating. Some people use the word "margin" because it's at the margin that things change. A situation exists more or less in equilibrium with the rest of its environment until in one way or another the stresses become so great that change happens. We have lots of metaphors, like "tipping point" and "the straw that broke the camel's back."
Podcasting Around the Virus - and Beyond
March 10, 2020
Several conferences I was scheduled to attend have been canceled in the past week. All of the sponsors cited an abundance of caution in the face of the unknown consequences of coronavirus transmission and outright COVID-19 pneumonia. That's all to the good, but we need to get business done even in the face of the virus, because business has to propel itself forward or individual companies wither.
Building the Salesforce Franchise
March 5, 2020
Franchising is a tried-and-true business model with numerous permutations that benefit all participating parties. For the vendor it's a great model for expanding without all of the downside risk associated with building a business, like finding all the financing and hiring people. The franchisor generally sells licenses to willing partners who agree to uphold the standards of the brand.
The New App Dev CRM Model
February 5, 2020
CRM is an industry that's been full of turning points, and I think it is at another. There have been many smaller turns, like the additions of analytics, social media and process flows. However, to get a sense of this point in time, I think you have to go all the way back to the turn of the century and the rise of cloud computing. The cloud was important as an economic marker in some unique ways.
The Million Dollar Hidden Opportunity for E-Commerce SMBs
January 18, 2020
Every successful, long-term business has a common denominator in training as it relates to online sales customer contacts. Notice I said "long-term." A great product or unique marketing effort can fall short when a customer contacts an employee who is ill-equipped to respond. Some 72 percent of online shoppers will return up to 10 percent of their purchases, according to the UPS Pulse study.
Should Oracle Split?
December 9, 2019
We're used to discussing M&As in the tech sector, but splitting a company into two parts is a rarity. Analysts always have to ask who benefits and how? Shareholders? Other stakeholders, including customers? Employees? Why does this not happen more often? Surely businesses outgrow their markets' demands, but more often than not a business will sell itself to a suitor rather than splitting.
Dreamforce Points to New Disruption
December 4, 2019
There were more than 170,000 people at Dreamforce a couple of weeks ago, and many more watching from afar. Also, there were well over 2,000 sessions. Numerous announcements sprang from the big Salesforce event. Some announcements and sessions, like the Tim Cook fireside chat, stand out. Of the top six, I reckon that five were more about integration and working across vendor boundaries than CRM.
Why a Single Source of Truth Often Isn't
November 21, 2019
This week, Salesforce used its annual Dreamforce mega-show to make a host of announcements, ranging from contact center partnership with Amazon to a smart speaker tool for sales. For the most part, the keynote featured practical applications of Salesforce technology. Some Dreamforces focus on the highly aspirational; others focus on the ways to attain those aspirations. This year is the latter.
Salesforce and Microsoft in Another Deal
November 14, 2019
With Dreamforce approaching, it's no surprise that Salesforce is making a flurry of announcements. What is surprising are two big ones involving partnering with other vendors, mostly on infrastructure -- announcements that I believe make the idea of an information utility more real with each passing day. I see evidence of an information utility forming.
The Information Utility, Continued
November 13, 2019
I've been sharing my theory on the formation of an information utility for some time now. Various big vendors have announced alliances with that kind of aim. For instance, Oracle and Microsoft announced an effort to make their cloud databases interoperate, and Microsoft and others have announced common data model projects. Now Salesforce, AWS and Genesys have teamed up with The Linux Foundation.
Previewing Dreamforce 2019
November 13, 2019
Dreamforce is next week. Once again, the sold-out show will be headquartered at San Francisco's Moscone Center and overflowing to neighboring hotels. Over the years Dreamforce has become the Las Vegas of trade shows in one important respect. Both are famous for being bastions of excess. Vegas has excesses of the sensual kind, while Dreamforce offers a business and technology equivalent.
DevOps for Salesforce Lightning
November 4, 2019
The tools you work with have a lot of impact on what you can accomplish, and the more sophisticated the tools the better -- especially in software. Beagle Research just completed a study into the use of a DevOps strategy with the Salesforce Lightning Platform. DevOps is a strategy for building, changing and deploying enterprise software that can be used with Scrum, Agile, and other methodologies.
Bob Stutz, CRM Nomad
October 24, 2019
Bob Stutz is a great guy. I have interacted with him occasionally over the years in his various senior postings throughout the CRM industry and always found him to be kind, generous and thoughtful. Last week he announced he was leaving his position as head of the Salesforce Marketing Cloud, which he's been at for four years, and taking a job as President of SAP's CX effort.
Zoho's Catalyst to Growth
October 21, 2019
Now would be a good time to put Zoho on your radar if for some reason it isn't there already. The Austin-based company just announced Catalyst, a developer environment that helps programmers and others to speed development of apps and microservices with capabilities inherited from Zoho's apps portfolio. Catalyst is based on the company's internal development tools.
A New Business Model With Help From CRM
October 17, 2019
I have been writing about Salesforce for 20 years. That's incredible for me because aside from marriage, there's nothing in my life I've done so consistently for so long. Perhaps like a marriage, the thing that's been attractive about Salesforce is its constantly changing nature. The company went through a typical adolescence for a startup but it always had a sense that it was changing the world.
Autonomous Linux and the IT Utility
October 12, 2019
Oracle came late to cloud computing, joining the fray only after competitors like Microsoft and Salesforce had established dominant positions, and newcomer Amazon Web Services leaped from a standing start to a position of dominance. Amazon is so strong in the cloud that it is on the cusp of extinguishing the last challenges to its win of the 10-year $10 billion Pentagon JEDI procurement.
OpenWorld Takeaway
September 24, 2019
I was speaking to an Oracle executive about some of the company's announcements at OpenWorld, and my impression that the company has changed so much that it is difficult to recognize it from the entity it was just a few years ago. On the macro side it's easy to see that Oracle has transitioned from a products company to a subscription company. It uses its own apps in a proof-of-concept mode.
Oracle's OpenWorld Happening
September 18, 2019
Q1 in any business is the toughest for generating revenue and Oracle is no exception. In its Q1 earnings call it admitted missing by about $70 million on a $9.2 billion nut: small but consequential. No need to run for the smelling salts though, Oracle has been here before and it's got this. It should be noted that in Q4 any self-respecting salesperson works tirelessly to drain the pipeline.
Zoho Is Starting to Look Like a Utility
September 12, 2019
It has been my belief for several years that our industry is trending toward the formation of an information utility. I draw this conclusion carefully based on my understanding of how markets develop and commoditize. I consider the beginning of the modern IT era as the early 1970s. You can graph a rising line of performance and a declining one for price -- essentially Moore's Law.
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digital to-do list for turning customers into fans
How important is the availability of curbside service when you consider a physical store to do your shopping?
Critically Important - I will not shop at an establishment that does not provide curbside service.
Quite Important - During the pandemic I prefer not to go inside a physical location. Still, I will consider a business that does not offer curbside service.
Somewhat Important - I like a curbside option, but itís not part of my decision-making process when I choose where to shop.
Not Important - I do not use curbside pickup. When I go out to shop I want to select everything myself.
digital to-do list for turning customers into fans