In contact tracing, Salesforce's core CRM technology is coming to the forefront. It has most of the big modules you might need to build a tracing app, a development facility for making customizations, and analytics to help identify patterns in the data...
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 s...
With so many people working remotely, many businesses need extra ways to communicate with the rank and file, and this might present a prime opportunity to try new things. We make a big deal of engaging the customer, and in most CRM circles engagement outranks simple customer experience. Authorities ...
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...
The coronavirus impact on business already is substantial, but I am wondering if it's time to count our blessings even as we remain vigilant. At this point the number of active cases in the U.S. is still small, relative to the population, though the bug has an annoying ability to do math in the form...
Someday a future Monty Python comedy troupe will reprise the plague scene from the Holy Grail in which a character pushes a cart through a street shouting "Bring out your dead!" only to discover one who isn't dead yet. What will be funny about our era? Perhaps it will have something to do with overr...
Several conferences I was scheduled to attend have been canceled. 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 vi...
The coronavirus scare is working its way through the economy -- even affecting CRM. At this point some vendors are canceling events rather than taking the risk of having thousands of customers, press and analysts descend on a city, swap microbes through the air for a few days, then go home and likel...
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 gen...
Brightback recently published a report on customer churn and what more than 400 subscription companies say they're doing about it. Its findings are in line with many other sources, and the data deserves an examination.
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 ...
Clayton Christensen died last week, and we should care. He was the Harvard Business School professor who wrote The Innovator's Dilemma and changed the world, certainly the part we inhabit in CRM. Christensen did more than anyone to plant the idea of disruptive innovation in the minds of people in th...
It's hard to say with any specificity where the CRM market will move this year, but I'm a pundit so let me try anyway. After more than two decades, CRM has landed in the business landscape and spread out in impressive ways. When CRM emerged in the late 1990s social media didn't exist, and the idea o...
For the last 15 years I've written year end articles on where we've been and where we're going in CRM and more broadly in tech. This year, as I went through the pieces I wrote, it struck me that the major topics that were important in 2019 would be equally important in 2020. In my mind there are sev...
We're used to discussing mergers and acquisitions 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...
Ban
Regulate
Maintain status quo
Undecided
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2022/11/web-team.jpg
https://www.ecommercetimes.com/story/customer-commerce-offers-smbs-an-e-commerce-path-to-better-cx-177820.html
Customer Commerce Offers SMBs an E-Commerce Path to Better CX
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2022/02/frustrated-computer-user.jpg
https://www.ecommercetimes.com/story/investment-scams-skyrocket-victims-in-us-fleeced-for-4b-in-2022-177544.html
Investment Scams Skyrocket, Victims in US Fleeced for $4B in 2022
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2024/04/hacker-team.jpg
https://www.ecommercetimes.com/story/hacker-nation-the-worlds-third-largest-economy-179108.html
Hacker Nation: The World’s Third-Largest Economy
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2022/01/robot-on-keyboard.jpg
https://www.ecommercetimes.com/story/cybersecurity-expert-pegs-ai-as-online-shoppings-biggest-threat-177933.html
Cybersecurity Expert Pegs AI as Online Shopping’s Biggest Threat
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2024/02/ecommerce-smb-warehouse.jpg
https://www.ecommercetimes.com/story/optimize-your-amazon-presence-for-maximum-sales-success-177907.html
Optimize Your Amazon Presence for Maximum Sales Success
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2024/04/dating-app-smartphone.jpg
https://www.ecommercetimes.com/story/mozilla-waves-red-flag-over-data-hungry-dating-apps-179144.html
Mozilla Waves Red Flag Over Data Hungry Dating Apps
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2022/03/cashless-payment-cafe.jpg
https://www.ecommercetimes.com/story/mobile-payment-industry-innovations-driving-online-in-store-sales-177930.html
Mobile Payment Industry Innovations Driving Online, In-Store Sales
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2024/02/search-engines-smartphone.jpg
https://www.ecommercetimes.com/story/gartner-predicts-25-dip-in-search-volumes-by-2026-177921.html
Gartner Predicts 25% Dip in Search Volumes by 2026
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2022/02/online-shopper.jpg
https://www.ecommercetimes.com/story/temu-and-homary-online-retailers-that-are-generally-a-good-value-179105.html
Temu and Homary: Online Retailers That Are Generally a Good Value
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2023/08/AI-circuit.jpg
https://www.ecommercetimes.com/story/ai-no-longer-curiosity-for-retailers-but-key-to-better-business-report-177857.html
AI No Longer Curiosity for Retailers but Key to Better Business: Report
https://www.ecommercetimes.com/wp-content/uploads/sites/5/2024/02/future-retail.jpg
https://www.ecommercetimes.com/story/the-future-of-gen-ai-in-retail-balancing-human-factors-with-revenue-growth-177923.html
The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
Enter your Username and Password to sign in.
Social Media
See all Social Media