Customer relationship management CRM
- March 24, 2020
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
- March 09, 2020
Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.
- March 04, 2020
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
- February 19, 2020
As coronavirus spreads, Salesforce changed its March 4 live World Tour Sydney conference to a livestream event, citing safety concerns for employees, customers and Trailblazers.
- February 06, 2020
Salesforce, a pioneer in customer success, has laid off what is rumored to be more than 1,000 Customer Success employees.
- December 09, 2019
Salesforce's acquisition of Tableau in 2019 rang in at $15.7 billion -- the CRM giant's largest purchase ever, and its most expensive acquisition year on the books.
- December 05, 2019
In the first 20 years of Salesforce's history, acquisitions and products drove rapid growth. In the next 20, AppExchange partners will play a crucial role in the company's growth.
- December 05, 2019
Salesforce Trailhead's mission is to provide current and prospective customers with admins and developers. Growing that talent pool is crucial to Salesforce's health.
- November 21, 2019
Dreamforce 2019, Nov. 19 to 22 in San Francisco, promises a variety of announcements and events. Follow this guide for all the happenings during the conference.
- November 14, 2019
New Salesforce.org Education Cloud features assist with degree planning, setting up adviser appointments and getting a more well-rounded view of students.
- October 03, 2019
Zendesk's Sunshine CRM gets an apps marketplace built on its Sell sales force automation platform, adapted from the 2018 acquisition of FutureSimple's Base.
- September 11, 2019
LogMeIn has updated the search optimizer, monitor view and workload organization features in its live agent and chat bot customer engagement and AI software platform Bold360.
- July 25, 2019
Microsoft's move to a la carte pricing for Dynamics 365 could lead to higher costs for some customers. The new pricing plan takes effect Oct. 1.
- June 18, 2019
Salesforce gives details about the makeup of its Customer 360 integration platform and features of the customer data platform that it plans to release this fall.
- June 10, 2019
By acquiring Tableau, Salesforce dramatically strengthened its BI and data visualization capabilities. The move boosts Salesforce's ability to compete with Microsoft.
- June 05, 2019
LoyaltyLoop is SurveyAdvantage's newest service. It provides businesses with a platform to collect and manage customer feedback and reviews through surveys and reviews.
- June 03, 2019
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform.
- May 02, 2019
Impartner's collaboration with Microsoft delivers Impartner PRM for Microsoft Dynamics 365, a PRM sales software that gives users immediate access to direct and indirect sales data.
- May 01, 2019
Meeting mobile needs is key for Infor, which just released its Infor CloudSuite CRM Mobile application for iOS users. The app will provide access to important information on the go.
- April 30, 2019
New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process.
- April 25, 2019
With AI enhancements, the new cohort of Sales Cloud features will minimize busywork and increase productivity of sales reps, according to Salesforce.
- April 16, 2019
Infor has released the Infor CloudSuite CRM cloud-based application, a program for companies to track customer lifecycles, sales and marketing analytics.
- April 05, 2019
Salesforce's Lightning UI debuted three years ago, and the vendor stopped adding features to its predecessor, Classic. Customers cling to Classic, despite a big push for Lightning.
- January 07, 2019
HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.
- December 24, 2018
Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience.
- November 19, 2018
Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS.
- September 19, 2018
Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.
- June 21, 2018
This Pipeline podcast features a not-so-serious Q&A with Pegasystems CMO Tom Libretto covering Journey albums, blockchain hype and what happens at a user conference.
- April 09, 2018
The Pipeline podcast looks back at the Adobe Summit and the conference's main themes. Listen in as our team discusses how the NFL uses Adobe to better personalize customer campaigns.
- October 06, 2017
Discussing the top news stories coming out of the newly combined Microsoft Ignite and Envision conferences on the latest Pipeline podcast episode.
- January 26, 2017
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off.
- July 29, 2016
CRM users and industry insiders look at promises and history to predict how Oracle's acquisition of NetSuite's cloud applications might play out.
- June 13, 2016
Microsoft plans to acquire professional network LinkedIn for $26.2 billion to provide a more comprehensive system of information for Office 365 and Dynamics CRM.
- May 25, 2016
OHL, a global supply chain management company, grew sales with successful collaboration between sales teams and marketers.
- May 14, 2015
Nordstrom is trying to bridge the gap between online and physical shopping experiences for its customers through Beacon technology.
- April 30, 2015
Only a few companies could afford to buy Salesforce.com. Is a buyout on the horizon, though?
- April 01, 2015
Companies are enlisting a variety of data, such as consumer location and demographics to join digital marketing with in-store, physical experiences.
- March 03, 2015
Companies jumping on the mobile payment bandwagon need to tread carefully as consumers are still skeptical about the security of their data.
- October 30, 2014
Pegasystems mixes newly acquired technology into app; Act integrates sales automation, marketing into new version; Criteo expands marketing capabilities.
- March 20, 2014
Companies are turning to CRM to build new customer-facing applications. Does this kind of CRM development save time and money?
- December 06, 2013
The year is almost over, so it's time to look back and reflect on what mattered to the CRM industry in 2013 -- and look ahead to the future.
- November 02, 2012
Microsoft added a new user interface and integrated Skype and Yammer in an update of its Dynamics CRM software.
- July 06, 2012
Storage facility business hopes to see ROI on Web advertising with SugarCRM after recording data on ads with pen and paper.
- May 03, 2012
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers.
- December 14, 2011
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward.
- November 08, 2011
Industry consultant and CRM Idol judge Denis Pombriant shares his thoughts on the evaluation process that picked the top new CRM applications in the market.
- October 26, 2011
While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge.
- October 17, 2011
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.
- October 11, 2011
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.
- August 30, 2011
Forrester Research has released a best practices plan for companies trying to get control over their mobile CRM deployments.
- June 01, 2011
The growth of sales automation tools and virtual shopping are creating a brave new sales world.
- May 06, 2011
Companies need to push forward on CRM marketing initiatives and not wait for the ideal time to launch social CRM or marketing analytics programs.
- May 03, 2011
Gartner reports companies adopting social CRM and SaaS-based CRM, but they are doing so with some measure of caution.
- February 21, 2011
Some CRM vendors have quantified their return on online videos and are using it effectively as a sales tool. It’s something others can learn from, according to Denis Pombriant.
- February 15, 2011
The TSIA’s John Ragsdale digs into one of the biggest trends in customer service in the coming year -- mobile enablement -- with advice and some historical perspective.
- February 10, 2011
Creative companies are making broader use of smartphones than just email, phone and mobile CRM software, finding uses for GPS, cameras and other mobile applications.
- January 03, 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on.
- October 26, 2010
SaaS has simplified the way vendors price their software. How much do buyers care, and could it lead to a price war in the market?
- October 26, 2010
Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.
- October 26, 2010
Software as a Service, or on-demand CRM, has transformed the way CRM software is priced. See how the top SaaS vendors stack up against one another.
- August 10, 2010
One furniture maker is rolling out the iPad with its delivery team, to improve the customer experience, go paperless and create efficiencies.
- July 15, 2010
In this short software demonstration, Sword Ciboodle shows off its new Crowd application for social CRM and how it integrates with its contact center software.
- June 29, 2010
The renamed Customer 360 Summit, Gartner revealed its analysis of CRM's past and how that history is affecting the present CRM market, plus its predictions of CRM’s future.
- June 01, 2010
With SAP's acquisition of Sybase and RightNow's new mobile capabilities, mobile CRM is taking off. Some early adopters are optimistic.
- May 06, 2010
Gartner has released its Magic Quadrant for customer service contact centers but finds that no single vendor has it all.
- March 18, 2010
IBM is focusing on predictive analytics; and now, so is Accenture with SAS. Much of the interest is in CRM analytics, but experts say companies needn't go to outside tools.
- January 18, 2010
Like many in the CRM market, SAP is seeking to tie emerging social media networks into its CRM software. In this video demonstration, SAP shows off its Twitter integration.
- June 16, 2009
Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed.
- May 27, 2009
Get one expert's take on the future of cloud computing and its impact on the CRM market. Learn about new cloud computing vendors and the importance of compatibility.
- May 21, 2009
Companies looking to get more value from their existing CRM implementation without spending more should focus on user training and hidden functionality, according to Forrester.
- March 03, 2009
While social networking, software delivery and pricing have changed significantly over CRM's past 10 years, the core challenges remain, according to Gartner.
- January 29, 2009
According to experts, a customer strategy should always be designed in the customer's best interest. In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an ...
- September 18, 2008
Customer-facing processes have a huge effect on the customer experience, and that's why CRM vendors are adopting BPM functionality and vice versa, according to Gartner.
- August 27, 2008
More than five years after Siebel first created Siebel OnDemand, Oracle is now offering a pre-built, packaged integration between on-demand and on-premise systems.
- August 26, 2008
Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our ...
- April 29, 2008
The economy isn't keeping CRM down. CRM spending is expected to grow 14% this year, according to Gartner.
- January 22, 2008
Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy.
- September 27, 2007
Buy versus build is no longer an either/or question, thanks to SOA. An analyst at the Gartner CRM Summit outlined the way SOA is changing CRM for vendors and customers.
- September 07, 2007
Advances in security and integration, as well as general acceptance of the model, has public agencies turning to Software as a Service.
- June 28, 2007
Companies that want to become more customer-centric need to view customer service as a set of connected processes not an individual event, one Gartner analyst says.
- April 27, 2007
At the CRM Association Conference in Atlanta, the SearchCRM.com team had a chance to catch up with Gareth Herschel, research director at Gartner Inc. In May, SearchCRM.com is focusing on the challenges involved with deploying CRM, so we asked Gareth...
- April 04, 2007
Online service means customer contacts are now more sophisticated and e-commerce advances mean customers expect to be recognized through all channels.
- February 15, 2007
Hoping to gain a better understanding of its customers at a local level, the Bon-Ton Stores has deployed predictive analytics from SPSS.
- February 07, 2007
Siebel and SAP remain the leading enterprise CRM products, but midmarket players like Salesforce.com, RightNow and Microsoft are gaining ground, Forrester says.
- December 19, 2006
CRM remains a tricky and ever-evolving market. Nevertheless, SearchCRM.com's experts boldly predict what will happen with mobile CRM, VoIP, SaaS and the call center.
- November 06, 2006
Microsoft's Dynamics CRM will leverage the new Office suite and operating system when they become available next year. CRM will also lead the company's Live efforts.
- October 17, 2006
A new data quality system lets the customer information repository match millions of records in just hours.
- September 07, 2006
IT pros worry that false positives and a lack of resources are preventing them from blocking data breaches, according to a survey conducted by the Ponemon Institute.
- August 22, 2006
Salesforce.com and NetSuite released applications today allowing users to track AdWords on Google by integrating it into their CRM system, the "holy grail of marketing," they say.
- August 21, 2006
CRM SaaS applications aren't just for sales anymore, and new customization tools are also making them more adaptable.
- August 01, 2006
Microsoft chose a CDI vendor for its internal project based on one key criterion.
- June 07, 2006
Three stolen laptops jeopardize the personal information of former supermarket employees, customers of Hotels.com and members of the YMCA.
- April 08, 2006
Microsoft announced plans yesterday to acquire ProClarity, an analytics vendor it hopes will bolster its business intelligence platform.
- February 01, 2006
Siebel's shareholders approved Oracle's acquisition of their company, further shrinking the number of enterprise CRM vendors and setting up a battle between SAP and Oracle.
- September 21, 2005
Which will win out in the contest between Siebel's Universal Customer Master and Oracle's Customer Data Hub?
- August 09, 2005
Open source CRM is catching on. Three companies explain why cost, customizability and convenience make the open source model a good fit for their CRM projects.
- August 03, 2005
Big Blue is diving deeper into the CDI market, following its purchase of Ascential Software with the acquisition of DWL.
- May 23, 2005
When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.
- March 14, 2005
IBM agreed today to purchase data integration vendor Ascential for $1.1 billion.
- March 02, 2005
High profile breaches of customer data at Bank of America and ChoicePoint should have firms thinking about how privacy affects the customer experience.