News, Analysis and Opinion for CustomerExperience - Page 6

September 30, 2015 30 Sep'15

IoT data governance challenges discussed at Dreamforce

As Salesforce pushes its IoT Cloud, companies must be ready and willing to properly handle the massive influx of device data coming their way.

September 30, 2015 30 Sep'15

Despite Salesforce push, IoT adoption slow to take hold

Cost and long implementation cycles are hindering IoT adoption, but companies such as Salesforce are trying to address user concerns.

September 29, 2015 29 Sep'15

Salesforce lays out startup strategy at Dreamforce

Salesforce's strategy for startups includes ushering them through the technological challenges that fledgling companies face.

September 28, 2015 28 Sep'15

Salesforce outlines what to expect from IoT Cloud

Salesforce's Dylan Steele discusses how data is transferred and used in the new IoT Cloud, as well as how it can adapt for the future.

September 25, 2015 25 Sep'15

Cloud-based financial apps no longer a brain twister for CFOs

CFOs are warming to the idea of storing financial data in the cloud, says Jeremy Roche, CEO of FinancialForce.com.

September 25, 2015 25 Sep'15

Salesforce discusses impact of Wave, Lightning on Sales Cloud

Could Sales Cloud offer better insight into the sales pipeline and support team performance management? Salesforce's Sara Varni explores how in this video.

September 21, 2015 21 Sep'15

Salesforce Wave can yield results -- when your house is in order

Getting analytics applications like Salesforce Wave ready to yield insight to adjust business behavior can be challenging. You need to get some foundational issues in place.

September 21, 2015 21 Sep'15

Dreamforce 2015 conference coverage

Salesforce continued to tout products such as Wave and Lightning at Dreamforce 2015 while also introducing users to new ones like its IoT and Health Clouds.

September 21, 2015 21 Sep'15

Airline personalizes the customer journey with Salesforce

Membership-based airline Surf Air wanted to better tailor its upselling and marketing to its customers, so it turned to Salesforce.

September 18, 2015 18 Sep'15

Microsoft-Salesforce partnership paves way for Salesforce IoT Cloud

The Microsoft-Salesforce partnership, which integrates Lightning with Office 365, is paving the way for a much bigger deal: IoT Cloud.

September 14, 2015 14 Sep'15

Will Salesforce Wave Analytics' upgrade be persuasive for users?

After a year on the market, Salesforce Wave, the BI platform, gets an upgrade. But there are continuing question marks about its value.

September 04, 2015 04 Sep'15

Salesforce Lightning strikes with app development for business users

When Salesforce rolled out its development platform, Salesforce Lightning, it showed promise. But what are the real-world applications of it today?

September 01, 2015 01 Sep'15

Salesforce launches Service Cloud Lightning Console on eve of Dreamforce 2015

With Dreamforce 2015 approaching, Salesforce is applying its new Lightning application to customer service, with the Service Cloud Lightning Console.

September 01, 2015 01 Sep'15

FinancialForce project management tool boosts Lexmark's ECM services

When Lexmark took on FinancialForce to manage its technology services projects, its ability to provide services blossomed

August 25, 2015 25 Aug'15

Salesforce launches Lightning Experience

Salesforce Lightning gets a facelift; Oracle Marketing Cloud buys Maxymiser.

August 13, 2015 13 Aug'15

Salesforce Community Cloud adds Buy button for e-commerce options

In an effort to make sales even easier, Salesforce has incorporated a Buy button into its Community Cloud.

July 24, 2015 24 Jul'15

Oracle Sales Cloud update aims to boost sales, efficiency

Oracle updates its Sales Cloud to increase sales; Infer announces new lead gen product; and Xactly Strategic Services aims to drive workforce management.

July 17, 2015 17 Jul'15

CRM in marketing success hinges on emotional connections

In this book excerpt, consultant David Forbes advocates that companies focus on understanding what motivates consumers when marketing their products.

July 01, 2015 01 Jul'15

The death of the mall could spell rise of mobile retail economy

While malls are dying, lifestyle centers could signal the next chapter for retail -- aided by mobile technologies.

July 01, 2015 01 Jul'15

Service for Apps brings in-app support to Salesforce Service Cloud

Service for Apps allows Salesforce Service Cloud users to embed live agent support and a knowledge base within their applications and other CRM news.

June 18, 2015 18 Jun'15

Salesforce releases Wave Analytics Apps and Sales Wave Analytics

Wave Analytics Apps, the latest offering from Salesforce, makes crunching the numbers easier through tighter integration with Salesforce 1.

June 17, 2015 17 Jun'15

Salesforce updates Marketing Cloud with new Journey Builder

Salesforce has released a new version of the Marketing Cloud, with a spruced-up Journey Builder, enabling marketers to tailor interactions with customers based on real-time behavior.

June 12, 2015 12 Jun'15

Customer identity management still thorn in side of e-commerce

As mobile e-commerce gathers steam, companies are struggling to make it a frictionless reality for customers and pain-free for themselves.

June 08, 2015 08 Jun'15

Who will buy? Data-driven sales teams aim to know

A handful of companies are giving reps analytics tools to chase down promising leads, diagnose sales performance and forecast business opportunities.

June 04, 2015 04 Jun'15

Goldmine CRM software wins with desktop as a service

Goldmine CRM Software turns to desktops as a service (DaaS) model to update existing applications to the cloud, saving itself from irrelevancy in an ever-growing field of competitors.

May 28, 2015 28 May'15

Salesforce ties Wave analytics tool to big data platforms

Salesforce is getting more involved in big data analytics, with new partnerships that open up its cloud-based Wave analytics technology to Hadoop and other big data systems.

May 22, 2015 22 May'15

Cloud telephony, omnichannel service main trends at ICMI Expo

At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.

May 14, 2015 14 May'15

Nordstrom mines Beacon benefits in personalized customer service

Nordstrom is trying to bridge the gap between online and physical shopping experiences for its customers through Beacon technology.

May 11, 2015 11 May'15

Contact center analytics still an afterthought for many

Analytics tools have been incorporated into various enterprise departments. So why are contact center analytics still considered novel rather than vital?

May 08, 2015 08 May'15

Entrepreneur takes road less traveled in technology-driven business

Ken Kelly didn't plan on taking over his father's company. But a few classes in Microsoft Office paved the way to a multimillion-dollar small business.

May 07, 2015 07 May'15

When startup success is built on startup failure

A startup that launched to great fanfare and venture capital attention started to crumble less than two years later. How did the CEO pick up the pieces?

April 30, 2015 30 Apr'15

Adaptive expands CPM offer; Salesforce in HCM market

Adaptive Insights offers new templates for corporate goals, sales and finance; fast integration with Salesforce for analytics.

April 30, 2015 30 Apr'15

Could Oracle, Microsoft, or IBM buy Salesforce?

Only a few companies could afford to buy Salesforce.com. Is a buyout on the horizon, though?

April 17, 2015 17 Apr'15

Customer self-service a must-have for Oracle Collaborate attendees

Companies now see online self-service options as a must-have for customer experience strategy.

April 13, 2015 13 Apr'15

Microsoft Convergence focuses on analytics, cloud

Microsoft Convergence attendees explored the new cloud-based Power BI analytics tool at the conference.

April 13, 2015 13 Apr'15

Salesforce aims to increase number of Salesforce consultants, SIs

In this Q&A, Salesforce channel chiefs Tyler Prince and Neeracha Taychakhoonavudh reveal the vendor's strategy for growing its consultants/system integrator channel.

April 08, 2015 08 Apr'15

Bouquet Training hones contact center agent skills

Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.

April 01, 2015 01 Apr'15

New digital marketing trends for 2015 emerge with full force

Companies are enlisting a variety of data, such as consumer location and demographics to join digital marketing with in-store, physical experiences.

March 24, 2015 24 Mar'15

Has Microsoft cloud strategy evolved?

Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed?

March 19, 2015 19 Mar'15

Philadelphia chief customer service officer honed skills in private sector

To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.

March 11, 2015 11 Mar'15

Pet supply company furthers multichannel strategy by moving to cloud

Pet Supplies Plus needed to consolidate a handful of legacy systems and move to the cloud to better serve its customers in a multichannel fashion.

March 09, 2015 09 Mar'15

Personalized marketing and customer trust go hand in hand

Marketers strive to provide personalized experiences to their customers. But customers will only reveal personal information in exchange for trust.

March 03, 2015 03 Mar'15

Security is a sticking point for mobile payment adoption

Companies jumping on the mobile payment bandwagon need to tread carefully as consumers are still skeptical about the security of their data.

March 02, 2015 02 Mar'15

Cultivate art and science in your sales management strategy

Mark Roberge, chief revenue officer at HubSpot, uses serious data analysis when hiring sales staff. But science doesn't crowd out instinct.

March 02, 2015 02 Mar'15

Contact center knowledge management gives agents clickable intel

Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.

March 02, 2015 02 Mar'15

Mobile customer service gives citizens a voice with government

Philly 311, a new mobile customer service app for the city of Philadelphia, helps citizens report neighborhood incidents and engage more deeply with city government.

February 10, 2015 10 Feb'15

Customer data becomes the turf for companies' competitive advantage

Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides.

February 06, 2015 06 Feb'15

Salesforce Partner Program for Consulting Partners redesigned

In channel news this week, Salesforce made changes to its partner program for consultants; Infinio launched its first partner program; Kaminario updated the Accelerate Partner Program; and more.

January 20, 2015 20 Jan'15

Sales management strategies: Leading from the trenches

Russ Hearl built a sales team from three 'lone wolves' to a fleet of 40-plus reps. How? By taking a Henry Ford approach to sales management strategy.

January 13, 2015 13 Jan'15

Adobe Campaign pushes consumer personalization further

Adobe Campaign, the marketing automation tool in the Adobe Marketing Cloud suite, enables companies to use customer data to tailor marketing efforts.

January 12, 2015 12 Jan'15

Customer personalization now part of closing the deal

Companies want to use data to personalize customer interaction and boost sales. But data silos have left some adrift.

January 08, 2015 08 Jan'15

Social engagement opportunities about more than selling

In this book excerpt, thought leader and author David Giannetto discusses ways companies can cost-effectively identify and gain customers.

October 16, 2014 16 Oct'14

How to clean dirty data before it sinks your sales strategy

Dirty data is undercutting sales -- miring business units in the act of chasing down better information rather than cultivating customers.

October 15, 2014 15 Oct'14

Best-kept secrets of large-scale Salesforce implementations

Global enterprises say that while large Salesforce implementations are challenging, there are best practices to observe along the way.

October 14, 2014 14 Oct'14

Digital transaction management: The 'last mile' in paperless business

Companies often regress to paper processes because they aren't ready to digitize the 'last mile' of signature. Enter digital transaction management.

October 03, 2014 03 Oct'14

Is self-service sales hacking the traditional model?

Collaboration software company Atlassian acquired 40,000 customers -- with no sales team. It uses self-service to hack into the traditional sales model.

December 24, 2013 24 Dec'13

Target data breach creates poor retail customer experience

Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.

May 15, 2012 15 May'12

Call center agents’ behavior should be focus -- not clunky metrics

A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.

May 02, 2012 02 May'12

IBM’s plans are in Tealeaf with purchase of CEM analytics firm

IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.

April 02, 2012 02 Apr'12

Gartner: Companies must master Master Data Management best practices

Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference.

March 29, 2012 29 Mar'12

Cross-channel communication CEM support: A work in progress

Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.

January 05, 2012 05 Jan'12

Employee focus transforms customer experience management strategies

CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.

January 03, 2012 03 Jan'12

Planning and allocating resources for customer experience management

Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?

November 29, 2011 29 Nov'11

Customer experience analytics: Separating hype from fact

SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.

September 28, 2011 28 Sep'11

Experts say CEM technology can build single view of customer

Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.

July 11, 2011 11 Jul'11

Red Cross boosts donor relationships with new CRM system

The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.

July 05, 2011 05 Jul'11

Front-office technologies in CRM: the new rule of three

Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.

March 22, 2011 22 Mar'11

PCI DSS offers call center PCI compliance tips

The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.

August 26, 2010 26 Aug'10

Running customer service on Facebook takes tools and training

Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.

April 26, 2010 26 Apr'10

Switching your focus from B2B to B2C with social media and CRM

Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend.

January 27, 2010 27 Jan'10

10 steps to a practical social media business strategy

Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.

January 18, 2010 18 Jan'10

SAP demos new Twitter integration

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.

December 14, 2009 14 Dec'09

The five dimensions of a social media persona

Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.

November 10, 2009 10 Nov'09

Social media and CRM -- The marketing perspective

In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.

October 28, 2009 28 Oct'09

ERP customer relationship management guide

ERP CRM modules can help manufacturers with customer MDM across the enterprise, including sales, marketing and services. Discover the features of CRM software in the ERP customer relationship management guide.

October 20, 2009 20 Oct'09

Siemens’ long journey to CRM: Custom to SAP to Oracle and more

At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize.

June 23, 2009 23 Jun'09

Tips for customer service and sales to build customer trust

Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives.

June 10, 2009 10 Jun'09

Using Web 2.0 technology to build customer loyalty

Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...

June 04, 2009 04 Jun'09

The executive's guide to contact center technology planning

According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0...

May 14, 2009 14 May'09

New SAP CRM ordering system helps Coke roll out new dispenser

A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers.

September 08, 2008 08 Sep'08

Gartner: Measuring the customer experience takes more than one metric

At its annual CRM Summit, Gartner detailed seven projects that will improve the customer experience.

June 03, 2008 03 Jun'08

Chief customer officers need patience, energy

Chief customer officers require a specific skill set that demands communication, energy and patience, according to Forrester Research.

May 05, 2008 05 May'08

The ROI of speech analytics for the call center

Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high...

March 25, 2008 25 Mar'08