News

November 29, 2017 29 Nov'17
Eight must-have call center systems for customer service

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 16 Nov'17
Salesforce-Google integration bolsters CRM, analytics functionality

Offering an alternative to AWS, Salesforce chooses Google Cloud as its potentially cheaper public cloud option for international customers.
November 10, 2017 10 Nov'17
Pipeline podcast: Salesforce SMB customers to benefit from Google deal

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 09 Nov'17
By aligning sales and marketing, Mizuho OSI could sell faster

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 07 Nov'17
Experts: Time is nigh for a Salesforce Lightning migration

'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 News
- Deliver Improved Customer and Employee Experience with Insights and Intelligence from Dynamics 365
  
  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
- 6 Success Stories in CX Transformation
  
  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
- Empowering Customer Service From Anywhere
  
  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
- Overview: What You Need in a Platform to Drive Customer Experience Transformation
  
  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
View All Sponsored News
November 07, 2017 07 Nov'17
Salesforce-Google partnership brings cloud, AI enhancements

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 06 Nov'17
At Dreamforce, Salesforce applications take center stage

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 03 Nov'17
Dreamforce 2017 conference coverage

The Dreamforce 2017 conference took place in San Francisco on Nov. 6-9.
October 27, 2017 27 Oct'17
Salesforce Lead Analytics for Facebook analyzes B2B sales cycle

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 19 Oct'17
Experts: Website redesign must enhance digital customer experience

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 13 Oct'17
Facebook Messenger chatbots follow HubSpot Motion AI acquisition

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 06 Oct'17
AI among new Dynamics 365 features, Microsoft Teams top news from Ignite

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 05 Oct'17
How to best manage your martech stack: A Q&A with Scott Brinker

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 02 Oct'17
Dynamics 365 CRM can help drive the digital transformation process

At Ignite, Microsoft predicts the future -- and it's one that centers on Dynamics 365, artificial intelligence and digital transformation.
September 27, 2017 27 Sep'17
New Dynamics 365 features take center stage during Ignite keynote

Dynamics 365 and the future direction of Microsoft products were given center stage during the Ignite keynote delivered by Satya Nadella.
September 26, 2017 26 Sep'17
Microsoft Dynamics 365 CRM takes center stage at Ignite 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 19 Sep'17
Salesforce Einstein AI expands reach as Dreamforce approaches

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 13 Sep'17
How enterprises can take advantage of social media mapping

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 08 Sep'17
Adobe Sign, Microsoft Teams integrations expand partnership

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 06 Sep'17
On tap for Microsoft Ignite conference: Adobe, Dynamics 365, LinkedIn

New Adobe integrations and further integrations of existing products are possible announcements from Microsoft Ignite 2017.
August 31, 2017 31 Aug'17
Salesforce unveils image recognition technology for Social Studio

Salesforce's Einstein Vision for Social Studio currently only works with Twitter, but other integrations are expected.
August 10, 2017 10 Aug'17
Humanitarian company uses Dynamics 365 for Talent for quicker deployment

Chemonics upgraded its technological process from telex-era capabilities to cloud-based software for its worldwide projects.
August 04, 2017 04 Aug'17
Will new Salesforce Lightning features convince customers to migrate?

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 27 Jul'17
Service Cloud Lightning upgrades give agents improved UI, mobile app

With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
July 21, 2017 21 Jul'17
Upgrades to Salesforce PRM app target high-tech, manufacturing

By upgrading its Sales Cloud PRM capabilities, users can now easily deploy partner channel processes, including discounting and website branding.
June 19, 2017 19 Jun'17
CRM, martech stack helping customers hear Sprint now

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 19 Jun'17
CRM AI is the top topic at PegaWorld 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 09 Jun'17
Salesforce enters account-based marketing space with Einstein ABM

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 08 Jun'17
AI, IoT and Trailhead were main themes at Salesforce World Tour Boston

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 07 Jun'17
GDPR and marketing: Keep an eye on European regulations in the works

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 07 Jun'17
Customer data mining rules changing in Trump's corporations-first era

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 07 Jun'17
To update its insurance agency software, Farmers went with Salesforce

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 07 Jun'17
Three execs discuss using -- not abusing -- customer contact channels

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 06 Jun'17
The major themes from SiriusDecisions Summit 2017

Winning martech strategies highlighted the recent three-day conference, as well as SiriusDecisions keynotes and product showcases.
June 06, 2017 06 Jun'17
Pegasystems turns up heat on Salesforce Einstein CRM AI

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 25 May'17
Personalized marketing a step closer with weather data

By partnering with multiple data monetization companies, The Weather Company is providing more data points to marketers and advertisers.
May 18, 2017 18 May'17
Build a martech stack beginning with CRM, marketing automation and CMS

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 10 May'17
Salesforce AppExchange releases vendor-facing upgrades

The improvements to the Salesforce AppExchange benefit companies and ISVs building on AppExchange, with lower pricing and more tools.
May 02, 2017 02 May'17
Oracle, Pegasystems CRM add Alexa, Facebook Messenger APIs and more

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 25 Apr'17
Customer experience technology vital for CMO role

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 21 Apr'17
Business analytics tools help music-identifying app uncover insights

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 20 Apr'17
Industry-specific CRM systems still on the rise

Certain segments, such as real estate or the cannabis industry, have unique regulations and specific customers that benefit from specialized CRM.
April 14, 2017 14 Apr'17
Adobe and Microsoft strengthen partnership, integrate products

By partnering, two tech giants are able to fill the gaps they have in their customer experience platform.
April 05, 2017 05 Apr'17
Watson AI capabilities coming to business apps

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 04 Apr'17
Salesforce Einstein AI powers Sales Cloud makeover

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 31 Mar'17
With growth of social networking comes social media selling

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 30 Mar'17
With Amazon Connect, AWS puts experience to work in contact center space

By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
March 23, 2017 23 Mar'17
AI advances can slow a Salesforce cloud migration

Showing incremental improvement and investing over time are keys to successful cloud implementations, especially in government.
March 20, 2017 20 Mar'17
When choosing marketing tools, focus on process, not technology

Neura CMO Kris Bondi answers questions about the evolving role of a CMO and the modern challenges of the position.
March 15, 2017 15 Mar'17
Campaign Monitor's Tagga acquisition merges email marketing, CRM

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 13 Mar'17
Intelligence comes to workforce management software

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 09 Mar'17
Six tips for simple, effective SMB cloud CRM implementations

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 08 Mar'17
IBM-Salesforce partnership brings Watson and Einstein together

By combining Watson's troves of unstructured data with Salesforce's CRM data, users can mine for even greater insights.
March 07, 2017 07 Mar'17
Economy drives new CRM opportunities; businesses struggle to use them

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 06 Mar'17
Salesforce upgrades include heavy dose of Einstein

Salesforce introduces image recognition software and upgrades its cloud products with new Einstein-related features.
February 27, 2017 27 Feb'17
Full-funnel marketing gains importance as CRM applications evolve

Longtime CMO Dave Karel of Clari answers questions about the changing landscape of marketing and the role of the CMO.
February 21, 2017 21 Feb'17
Chatbots, IoT implementation drive SAP next-generation CRM

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 01 Feb'17
How Salesforce AI aims to change everyday business

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 26 Jan'17
Software creation is not for every startup

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 24 Jan'17
Chatbot integration brings intelligent insight to your fingertips

Automation and notification processes are increasingly being left to chatbots, providing employees with clearer project updates and leading to less monotony.
January 18, 2017 18 Jan'17
Quip acquisition of Unity&Variety beefs up subsidiary

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 06 Jan'17
What effect will Salesforce acquisitions have on the company's future?

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 03 Jan'17
Three key 2017 technology trends to know

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 21 Dec'16
Strong customer experience still awaits customer data integration

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 16 Dec'16
Salesforce-AWS partnership expected to benefit customers

By switching to Amazon Web Services, existing Salesforce customers could gain insight from AWS apps that will easily integrate with Salesforce.
December 14, 2016 14 Dec'16
Customer experience trends: Why predictive analytics failed and more

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 07 Dec'16
Using call analysis, funeral service company digs up dead data

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 06 Dec'16
Why has the Microsoft-Salesforce partnership soured?

While the Microsoft-Salesforce partnership was touted with great fanfare just two years ago, the relationship has since soured.
December 02, 2016 02 Dec'16
AI, IoT, intelligent systems take center stage in 2017 technology trends

Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
November 29, 2016 29 Nov'16
Insightly adds CRM security to its product

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 29 Nov'16
How the sales cycle has changed in the wake of inbound marketing

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 18 Nov'16
Five tips to boost sales reps' sales forecast accuracy

Sales managers are constantly trying to squeeze more revenue out of sales reps, but these tactics can be counterproductive.
November 14, 2016 14 Nov'16
Inside the Salesforce strategy: Acquisitions, AI and Commerce Cloud

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 09 Nov'16
IoT technologies bring efficiency and customization to manufacturing

KUKA Robotics is using IoT technologies to automate assembly line manufacturing and usher in customization.
November 02, 2016 02 Nov'16
Election Protection helps voters with call center technology

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 01 Nov'16
How Dunkin' Brands brought one-to-one marketing from hype to reality

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 26 Oct'16
Abacus aims to find missing data in marketing expenses

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 20 Oct'16
Salesforce rebrands SteelBrick as Salesforce CPQ, adds Einstein

Salesforce plans improvements to mobile and desktop UI, and to predictive capabilities, in fully integrated quote-to-cash process -- formerly SteelBrick.
October 14, 2016 14 Oct'16
Salesforce Analytics Cloud gives the sales funnel a B-12 shot

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 12 Oct'16
Salesforce bot automation brings customer service to a new level

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 11 Oct'16
Sam's Club digitizes sales cycle with Salesforce change management

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 06 Oct'16
Mastering descriptive data analysis yields better predictions

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 06 Oct'16
Collaborative tool Quip furthers Salesforce integration

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 05 Oct'16
T-Mobile migrates to Salesforce Lightning for sales efficiency

T-Mobile made the move to Lightning Experience to make its sales reps more efficient.
October 05, 2016 05 Oct'16
Predictive lead scoring among new Sales Cloud features

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 29 Sep'16
Predictive sales tools in Dynamics 365 empower sales reps

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 28 Sep'16
Data is an asset, but intelligent systems on horizon

Companies are now seeing the critical nature of using data intelligence and data quality within intelligent systems to understand their customers.
September 16, 2016 16 Sep'16
Dreamforce 2016 coverage

Conference coverage for Dreamforce 2016 in San Francisco covering updates on new innovations and developments in Salesforce products and beyond.
September 13, 2016 13 Sep'16
Salesforce buys mobile messaging app HeyWire

Salesforce plans to integrate HeyWire's technology into Service Cloud, opening up another way for companies and customers to communicate.
September 08, 2016 08 Sep'16
Salesforce Wave Analytics App integrates with B2B marketing

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 30 Aug'16
Speculation abounds over features of Salesforce Einstein

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 19 Aug'16
Data-driven marketing is trend for next 12 months, says Vala Afshar

Bringing intelligence to marketing systems is the theme for the next year, says Vala Afshar of Salesforce.
August 19, 2016 19 Aug'16
Integrated marketing strategy is a must-have, says Salesforce exec

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 18 Aug'16
Salesforce Inbox adds another layer of integration Calendar

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 17 Aug'16
Latest Salesforce acquisition focuses on smart analytics

With the purchase and integration of BeyondCore, Salesforce hopes to help sales reps learn from their data and gain predictive insights.
August 15, 2016 15 Aug'16
Inside Ted Cruz's presidential campaign management software strategy

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 11 Aug'16
Security provider's Field Service Lightning rollout strikes gold

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 04 Aug'16
Quip joins growing stable of Salesforce apps

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 29 Jul'16
CRM cloud app market consolidates with Oracle-NetSuite acquisition

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 27 Jul'16
Politico Pro endorses Salesforce, SteelBrick for subscription sales

After implementing lead-to-cash software, subscriptions for Politico Pro content jump from 1,500 to 2,200 during high-profile election cycle.

News

Sponsored News