- November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
- November 16, 2017
Offering an alternative to AWS, Salesforce chooses Google Cloud as its potentially cheaper public cloud option for international customers.
- November 10, 2017
Salesforce executives at Dreamforce discuss the impact of the new partnership with Google on Salesforce SMB customers, who'll be able to tap into Google Analytics and more.
- November 09, 2017
By implementing Salesforce CRM and Pardot and aligning sales and marketing, Mizuho OSI shortened the time it takes for prospects to become customers, leading to quicker sales.
- November 07, 2017
'Everything forward will be Lightning,' was advice from one analyst at Dreamforce 2017. CommScope's experience proves a move to Salesforce Lightning may be easier than you think.
Sponsored by Microsoft - The ability to quickly and accurately leverage insights and intelligence is becoming more and more critical for organizations looking to create personalized and differentiated experiences for customers, employees and everyone else across their supply chains and ecosystems. See More
Sponsored by Microsoft - With Microsoft Dynamics 365, organizations can leverage an integrated portfolio of business applications designed to work together to seamlessly transform and modernize customer experience (CX) and engagement. See More
Sponsored by Microsoft - Customer service is often the most important factor in determining brand loyalty, customer satisfaction and long-term customer relationships. Globally, 90% of consumers believe customer service is important in the choice of a brand, and 58% say they will sever a relationship with a business due to poor customer service, according to Microsoft research. See More
Sponsored by Microsoft - In today’s world of ubiquitous, always-on, always-available digital connectivity, nothing is more critical than customer experience (CX). If you are not meeting the needs of customers, they can do a quick search and be engaged with a competitor in minutes. If that competitor is more adept at fulfilling—and anticipating—customer needs, you risk not only losing the immediate business but, worse, the ongoing customer relationship. See More
- November 07, 2017
Salesforce CEO Marc Benioff revealed a massive cloud partnership with Google to expand globally and give the company's customers access to Google Analytics and other tools.
- November 06, 2017
Quip is expected to become the new Salesforce collaboration standard in Dreamforce unveiling; AppExchange and Einstein announcements reveal push into new markets.
- November 03, 2017
The Dreamforce 2017 conference took place in San Francisco on Nov. 6-9.
- October 27, 2017
The recently released Salesforce offering is the latest in a line of social selling tools meant to help customers identify which ads are working on Facebook and which are not.
- October 19, 2017
Gone are the days of a quick website launch. According to speakers at the Acquia Engage conference, redesigning a website is now a companywide digital customer experience project.
- October 13, 2017
The focus at the recent HubSpot conference turned to the marketing potential of AI-powered chatbots engaging customers. This Pipeline Podcast looks back at Inbound.
- 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.
- October 05, 2017
SearchCRM talks with ChiefMarTec co-founder Scott Brinker about the growing tech landscape, tips for controlling a martech stack and his new role at HubSpot.
- October 02, 2017
At Ignite, Microsoft predicts the future -- and it's one that centers on Dynamics 365, artificial intelligence and digital transformation.
- September 27, 2017
Dynamics 365 and the future direction of Microsoft products were given center stage during the Ignite keynote delivered by Satya Nadella.
- September 26, 2017
Microsoft CEO Satya Nadella kicks off Microsoft Ignite with talk of future products, use cases for AI and continued bundling of Microsoft products.
- September 19, 2017
Salesforce Analytics extended to data sources outside the platform. Salesforce Einstein AI adds forecasting, email insights and opportunity scoring features for Sales Cloud users.
- September 13, 2017
If your company wants to tap into the emotion and sentiment customers display on social media, social media mapping may be the answer. Learn about one company's approach.
- September 08, 2017
The first of several planned 'joint solutions' expands Adobe Sign into Office 365; Microsoft Teams integrates with Adobe Creative Cloud; Adobe Stock to speed reviews and approvals.
- September 06, 2017
New Adobe integrations and further integrations of existing products are possible announcements from Microsoft Ignite 2017.
- August 31, 2017
Salesforce's Einstein Vision for Social Studio currently only works with Twitter, but other integrations are expected.
- August 10, 2017
Chemonics upgraded its technological process from telex-era capabilities to cloud-based software for its worldwide projects.
- August 04, 2017
Salesforce hopes new Lightning upgrades convince customers who haven't migrated to the new UI to do so, but analysts remain skeptical.
- July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
- July 21, 2017
By upgrading its Sales Cloud PRM capabilities, users can now easily deploy partner channel processes, including discounting and website branding.
- June 19, 2017
Sprint CMO Roger Sole shares his company's reboot story and explains how technology is radically changing his department's approach to marketing.
- June 19, 2017
Large enterprise customers demonstrate novel uses of Pegasystems' CRM platform for business process management as Pega leadership, users mull the potential of CRM AI.
- June 09, 2017
While Salesforce's ABM offering has integration and first-party data advantages, it can still benefit from third-party data augmentation providers.
- June 08, 2017
In the second taping of The Pipeline podcast, we discuss the customer stories mentioned at the Boston event, the tight security and Salesforce's push of Trailhead.
- June 07, 2017
Companies selling to 27 European Union nations must monitor how the GDPR will affect marketing, as the EU creates new guidelines for CRM use of customer data.
- June 07, 2017
As Trump negates regulations against mining of customer data, consumers are mixed when it comes to trusting AI to act on those insights, Pegasystems research shows.
- June 07, 2017
When looking to upgrade its decades of legacy systems, Farmers Insurance turned to Salesforce and its bundle of products, leading to increased customer satisfaction.
- June 07, 2017
Customer contact channels offer many potential touchpoints, but customers don't want to hear from you that often. Three executives share strategies for balanced customer contacts.
- June 06, 2017
Winning martech strategies highlighted the recent three-day conference, as well as SiriusDecisions keynotes and product showcases.
- June 06, 2017
AI in CRM holds promise, but Pegasystems' CEO warns business users not to believe the hype -- especially around Salesforce and Oracle AI.
- May 25, 2017
By partnering with multiple data monetization companies, The Weather Company is providing more data points to marketers and advertisers.
- May 18, 2017
There are about 5,000 vendors in the marketing technology space, but you may need only about three for a complete martech stack. Here's how to choose the right ones.
- May 10, 2017
The improvements to the Salesforce AppExchange benefit companies and ISVs building on AppExchange, with lower pricing and more tools.
- May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
- April 25, 2017
The changing technology landscape has reshaped the role of CMO to be not only a demand generator but also a revenue driver.
- April 21, 2017
After tiring from limited and ineffective Excel reports, app company Shazam turned to Salesforce Wave Analytics to quickly extract insights and create actionable reports from data.
- April 20, 2017
Certain segments, such as real estate or the cannabis industry, have unique regulations and specific customers that benefit from specialized CRM.
- April 14, 2017
By partnering, two tech giants are able to fill the gaps they have in their customer experience platform.
- April 05, 2017
While gaining traction in the healthcare space, IBM's Watson is expected to start latching onto business operations in 2017 and beyond.
- April 04, 2017
Salesforce Einstein AI brings enhancements to Sales Cloud. While lead scoring, dialing and activity capture get automation features, Watson integration looms in the distance.
- March 31, 2017
With Sales Navigator enhancements, which include an enterprise edition, LinkedIn hopes to capitalize on sales reps' increasing use of social media as a sales tool.
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- March 23, 2017
Showing incremental improvement and investing over time are keys to successful cloud implementations, especially in government.
- March 20, 2017
Neura CMO Kris Bondi answers questions about the evolving role of a CMO and the modern challenges of the position.
- March 15, 2017
The purchase of Tagga is expected to help Campaign Monitor combine cloud email marketing with CRM. Less costly, more personalized marketing campaigns will be possible.
- March 13, 2017
By combing insights about where employees spend time when using sales and marketing apps, Radial was able to better streamline the customer and sales and service agent experiences.
- March 09, 2017
Thrush Aircraft flew through a cloud-based CRM implementation by engaging employees all along the way. Here are tips based on its success.
- March 08, 2017
By combining Watson's troves of unstructured data with Salesforce's CRM data, users can mine for even greater insights.
- March 07, 2017
It's time for sales and service departments to become better connected. Businesses are just beginning to skim the surface of the potential for their integrations.
- March 06, 2017
Salesforce introduces image recognition software and upgrades its cloud products with new Einstein-related features.
- February 27, 2017
Longtime CMO Dave Karel of Clari answers questions about the changing landscape of marketing and the role of the CMO.
- February 21, 2017
As CRM chatbots improve, as well as IoT implementations to support customer service, SAP users find new uses for the tech, thanks to tighter integration to S/4HANA.
- February 01, 2017
The Salesforce flavor of artificial intelligence, Einstein, is trying to bring practical productivity to everyday tasks, but can it prevail over long-standing competition?
- 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.
- January 24, 2017
Automation and notification processes are increasingly being left to chatbots, providing employees with clearer project updates and leading to less monotony.
- January 18, 2017
Salesforce hopes to add visual and creative elements to its document tool, while Commerce Cloud's integration with Facebook Ads hopes to make buying easy.
- January 06, 2017
After buying 10 companies in 2016, analysts are watching for Salesforce's next step -- whether it be more acquisitions or more integration.
- January 03, 2017
Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.
- December 21, 2016
Dufl and Kone are both on the move with their operations and are trying to create a solid customer experience by combining data from various back-office systems.
- December 16, 2016
By switching to Amazon Web Services, existing Salesforce customers could gain insight from AWS apps that will easily integrate with Salesforce.
- December 14, 2016
Bluewolf co-founder Eric Berridge looks at customer experience management in 2016, predictive analytics challenges and why customers must be at the center of your strategy.
- December 07, 2016
With insight from its phone call leads, Arbor Memorial was able to find out that calls accounted for 1.5 times more sales than online-based leads.
- December 06, 2016
While the Microsoft-Salesforce partnership was touted with great fanfare just two years ago, the relationship has since soured.
- December 02, 2016
Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
- November 29, 2016
With smaller security budgets and IT teams than enterprise businesses, small and medium-sized companies are more vulnerable to cyberattacks. Insightly's new security features hope to combat that.
- November 29, 2016
HubSpot CEO Brian Halligan recently outlined research on how the sales cycle has changed: Supply is up, demand is down and the cold call is dead.
- November 18, 2016
Sales managers are constantly trying to squeeze more revenue out of sales reps, but these tactics can be counterproductive.
- November 14, 2016
Salesforce Einstein and Commerce Cloud are at the forefront of this year's Salesforce strategy, but the company works to gain momentum around IoT Cloud.
- November 09, 2016
KUKA Robotics is using IoT technologies to automate assembly line manufacturing and usher in customization.
- November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
- November 01, 2016
Dunkin' Brands has long built a name through traditional advertising. But it wanted to personalize marketing with one-to-one marketing methods.
- October 26, 2016
By combing CRM data, Abacus looks to provide finance teams with a clearer picture on costs accrued during marketing campaigns and events.
- October 20, 2016
Salesforce plans improvements to mobile and desktop UI, and to predictive capabilities, in fully integrated quote-to-cash process -- formerly SteelBrick.
- October 14, 2016
Sales and marketing teams that work in silos when they should be sharing data risk losing deals. Here's how two companies use Salesforce Analytics Cloud to fix the sales funnel.
- October 12, 2016
Salesforce's AI helps companies stay on top of CRM where customers often want immediate customer service on mobile devices and social media, but human interaction remains critical.
- October 11, 2016
With dwindling memberships among its key constituency, Sam's Club needed to digitize its sales process and step into the modern era with a CRM system.
- October 06, 2016
Descriptive and predictive analytics methodologies can be mutually beneficial weapons in the battle to gain a competitive edge and convert prospects into customers.
- October 06, 2016
Pinterest used Quip to enhance collaboration between different departments in order to create new video advertising for its popular social media application.
- October 05, 2016
T-Mobile made the move to Lightning Experience to make its sales reps more efficient.
- October 05, 2016
Einstein offers sales reps insight to smarter lead scores, but users wonder how deep the predictive capabilities of Salesforce's newest feature will go.
- September 29, 2016
Dynamics 365, like all Microsoft products, is expected to receive an AI upgrade as CEO Satya Nadella touts the 'democratizing of AI' for its services.
- September 28, 2016
Companies are now seeing the critical nature of using data intelligence and data quality within intelligent systems to understand their customers.
- September 16, 2016
Conference coverage for Dreamforce 2016 in San Francisco covering updates on new innovations and developments in Salesforce products and beyond.
- September 13, 2016
Salesforce plans to integrate HeyWire's technology into Service Cloud, opening up another way for companies and customers to communicate.
- September 08, 2016
With added functionality for Salesforce Wave, users can now receive analytics for B2B marketing and financial services without having to leave the Salesforce platform.
- August 30, 2016
Smarter predictions for sales and marketing reps, better compilation of company data and what it means are among the ideas industry analysts speculate for Einstein.
- August 19, 2016
Bringing intelligence to marketing systems is the theme for the next year, says Vala Afshar of Salesforce.
- August 19, 2016
Companies now need to share information between sales, marketing and service to ensure that customers get seamless service and companies gain maximum insight.
- August 18, 2016
Salesforce hopes to reduce the need for sales reps to toggle between apps while on the go by combining email and calendar events in one app.
- August 17, 2016
With the purchase and integration of BeyondCore, Salesforce hopes to help sales reps learn from their data and gain predictive insights.
- August 15, 2016
Sen. Ted Cruz didn't clinch the Republican nomination, but not for lack of technology. Campaign management software on Salesforce tracked donations, volunteers and voters.
- August 11, 2016
With Salesforce Field Service Lightning, one security system provider scrapped paper contracts in favor of a digital system and quickly increased sales. Here's how.
- August 04, 2016
With the addition of Quip, Salesforce users can perform word processing tasks without leaving the CRM provider's platform -- which may spell bad news for Microsoft.
- 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.
- July 27, 2016
After implementing lead-to-cash software, subscriptions for Politico Pro content jump from 1,500 to 2,200 during high-profile election cycle.