Tips

Tips

• Emotional analytics add layer of insight for call centers

  The emerging technology of emotional analytics is reinventing the way call centers will engage with customers in the future.  Continue Reading

• Everything you need to know about CRM for SMBs

  With all the choices of CRM for SMBs in today's market, picking the right one for your organization can be overwhelming. Here are some tips to help choose the one for you.  Continue Reading

• What to expect in the Salesforce Administrator certification exam

  Looking into what it takes to become a certified Salesforce Administrator? Prepare for the 60-question exam with insight into subjects covered during the 90-minute test.  Continue Reading

• Five contact center automation tools you should know about

  There are contact center automation tools that effectively create positive customer interactions and benefit contact center agents, but they can also produce challenges.  Continue Reading

• How customer service analytics enhances the customer experience

  Customer service is arguably as important as sales in the enterprise when it comes to maintaining and expanding the business; here's how analytics can help.  Continue Reading

• Salesforce acquisitions signal ongoing broad-based platform strategy

  In 2017, Salesforce plans to wield its collaborative culture and tools to integrate its 2016 acquisitions. How will its platform strategy fare?  Continue Reading

• Get started with Salesforce certification training

  As the Salesforce platform expands, getting your Salesforce certification training can increasingly make you an asset to your business.  Continue Reading

• How to safeguard Microsoft Dynamics CRM security

  Microsoft Dynamics CRM security can be onerous if you try and lock things down too much. Here is a rundown of features that can help you make Dynamics CRM 'usably secure.'  Continue Reading

• Amazon Go strives to put a stake in the e-commerce market

  Amazon is carving out new capabilities in the e-commerce market with its Amazon Go service -- which may have a profound impact on CRM, according to expert Jeff Kaplan.  Continue Reading

• Why you should care about Agile marketing

  For marketers, an accelerated pace of change is as inevitable as death and taxes. Get ahead of modern marketing strategies by choosing an experimental approach.  Continue Reading

• What to look for in marketing automation software

  If you're looking for marketing automation software, go beyond the basic features and consider new capabilities for mobile, location-based services, omnichannel and more.  Continue Reading

• What contact center software to buy in 2017

  If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017.  Continue Reading

• Seven ways Dynamics 365 stands out from every other ERP platform

  Microsoft promises Dynamics 365 will outshine every other ERP platform that will allow users to gain better customer insights and while keeping costs down.  Continue Reading

• Salesforce Idea Exchange ideas your organization should advocate for

  The Salesforce Idea Exchange features numerous ideas that still need to be voted on and implemented. Review some that are on the table here.  Continue Reading

• Four ways to create the ultimate personalized customer experience

  As the demand for a more personalized customer experience grows, companies are scrambling to adapt. Follow these four tips to succeed with customer engagement.  Continue Reading

• How Salesforce CPQ could bring pricing intelligence to your company

  Salesforce CPQ enables companies to automate and streamline pricing. Here's why that may be beneficial for your organization, as well as a couple of challenges to note.  Continue Reading

• SAP Hybris CRM gets a jolt from SAP HANA Cloud

  SAP Hybris is capitalizing on PaaS to help customers and partners build applications and better integrate their SAP portfolios.  Continue Reading

• Four myths about your sales management strategy -- and the realities

  Companies that want to grow often focus on the wrong tactics in a sales management strategy. Here are four myths on selling -- busted by Armando Mann of SalesforceIQ.  Continue Reading

• Choosing contact center infrastructure software

  Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience.  Continue Reading

• Despite initial fanfare, Salesforce IoT Cloud still seeks user enthusiasm

  Salesforce IoT Cloud came on the scene to great fanfare, but users are still struggling with how to make meaningful use of the data.  Continue Reading

• Why your development future lies with Salesforce Lightning Experience

  The future of development on Salesforce is with Lightning Experience. Here are some tactics as you prepare for migration.  Continue Reading

• Chatbots benefit the customer service market, but not a cure-all

  Contact centers are searching for ways to bring efficiency to their processes without sacrificing customer-service quality. Chatbots offer one avenue.  Continue Reading

• How using predictive analytics helps public agencies predict demand

  Predictive analytics aren't just for the private sector. Government agencies are tapping into analytics to gain more lead time in determining demand for services.  Continue Reading

• Omnichannel data at core of new commerce offerings

  SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture.  Continue Reading

• Salesforce AI touts intelligence for everyone

  Salesforce AI has come to the fore with Einstein, its intelligence application. The CRM provider attempts to round out its portfolio with this accessible AI addition.  Continue Reading

• Microsoft may bring location-based marketing to Office 365

  It's still early days for location-based marketing, but recent integrations and acquisitions by Microsoft indicate it has LBM on its roadmap.  Continue Reading

• How Salesforce Health Cloud changes patient care

  Salesforce Health Cloud gives healthcare providers access to patient data, including medical treatments and care plans, to improve care plans -- and it does this securely. Here's how.  Continue Reading

• Sales-marketing alignment fuels successful account-based marketing

  Account-based marketing has been successful in boosting sales and helping marketers personalize messaging, but it requires alignment between departments that is often lacking.  Continue Reading

• How customer analytics boosts the digital marketing experience

  Relios sells jewelry. But its customer base isn't monolithic, so it uses analytics tools to send the right message to the right people.  Continue Reading

• Salesforce CPQ in Service Cloud extends data integration strategy

  Salesforce recently extended its CPQ application to Service Cloud, which further fleshes out its customer data integration strategy.  Continue Reading

• Can Salesforce AI with Einstein catch the next AI wave?

  Salesforce Einstein is the next installment of intelligent sales, marketing and service systems -- but this is one of numerous Salesforce acquisitions. How will it fare?  Continue Reading

• When is your data 'good enough' for predictive analytics projects?

  Companies often wait to initiate a predictive analytics project because they want data perfection first. Why is that misguided?  Continue Reading

• Crafting your mobile app strategy is like online dating

  Your mobile app strategy should accommodate both newer prospects who haven't developed loyalty and long-standing customers who are ready to download an app.  Continue Reading

• How to sell marketing ROI to your internal stakeholders

  The more complex a marketing project is, the more likely it is that you will need to work closely with other areas like sales, IT and finance. Here's how to do so successfully.  Continue Reading

• Is online video chat the path to a personalized customer experience?

  Video chat can help create a personalized customer experience in a real and visual way. So why isn't it gathering more traction?  Continue Reading

• Develop a customer-centric culture with customer-centric policies

  Creating customer-centric culture has become an important focus in customer experience. The first step down this road begins with a close look at company policies.  Continue Reading

• Salesforce rallies in retail with purchase of Demandware e-commerce

  Now that Salesforce has purchased Demandware, it's positioned to compete with vendors like Oracle and even Amazon for market share.  Continue Reading

• Four features of contact center evolution

  Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.  Continue Reading

• Customer experience innovation isn't as hard as it sounds

  Customer experience innovation tries to evolve quickly enough to meet the continuously changing needs of the consumer. So how can back-end systems help improve the customer experience?  Continue Reading

• Migrating from Salesforce Classic to Salesforce Lightning

  The Salesforce development roadmap has clearly signaled that Salesforce Lightning is the future of the Salesforce platform. But some customizations and apps may not be Lightning-ready.  Continue Reading

• Salesforce Lightning development makes strides, but still falls short

  The Lightning development framework in the Salesforce CRM platform has undergone upgrades in usability, but there are still some improvements to await.  Continue Reading

• In customer personalization, explicit data matters

  By utilizing explicit data, companies can increase brand engagement and enhance the customer journey through customer personalization.  Continue Reading

• Customer engagement strategy helps to usher in business change

  Starbucks succeeds with price changes thanks to a knowledgeable consumer engagement strategy, while Wal-Mart has struggled given a lack of customer understanding.  Continue Reading

• Boost contact center service without adding agents

  Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how.  Continue Reading

• Understanding Salesforce App Cloud licensing

  Salesforce App Cloud opens important doors to building new functionality into Salesforce. But it's important to read the fine print on licensing options.  Continue Reading

• Demandware e-commerce technology puts arrow in Salesforce quiver

  With the purchase of Demandware, Salesforce is taking aim at Oracle and SAP, which have already integrated e-commerce capabilities.  Continue Reading

• Consumers still waiting for Godot on personalized marketing?

  Personalized messaging can be an invaluable tool for marketers. Unfortunately, these marketing campaigns aren't living up to their potential, according to consumers.  Continue Reading

• Three features on the Microsoft Dynamics CRM 2016 roadmap

  A new Microsoft roadmap website has revealed what's to come in Dynamics CRM 2016 and future versions. Here we look at three features on the docket.  Continue Reading

• When you need custom Salesforce code -- and when you don't

  As the Salesforce saying goes: clicks, not code. But is that always the case? An expert offers insights into which issues will require custom code to address.  Continue Reading

• How Salesforce1 app promotes mobility in sales and service

  The Salesforce1 app has brought new productivity and efficiency to mobile workers' tasks by allowing them to update and access customer account records and enabling on-site sales.  Continue Reading

• Three keys to creating a winning Salesforce training plan

  Salesforce rollouts are only successful if employees know how to use the platform to replace their inefficient habits. This Salesforce training plan can help.  Continue Reading

• How to reduce the number of clicks in Salesforce

  Users don't want to work with applications that aren't intuitive or require too many clicks to complete a task. An expert shares how to streamline things in Salesforce.  Continue Reading

• Service Cloud brings intuitive UI to customer service and support

  Here's why the Salesforce Service Cloud and its console are designed to make customer service and support more efficient and intuitive.  Continue Reading

• Getting that elusive ROI from digital marketing technology

  Don't get hung up with ROI as you try to justify spending on marketing technology, an expert advises. Start at the beginning: Define your business goals and needs and move forward.  Continue Reading

• Five common pitfalls in content marketing strategies

  Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit.  Continue Reading

• Six Salesforce marketing automation pros and cons

  Salesforce Marketing Cloud is chock full of features to help you manage customers, but it still lacks some important features. Consider these strengths and weaknesses.  Continue Reading

• Can Salesforce Wave answer data integration challenges?

  Like other products, Salesforce Wave promises to make it easy to stitch together data silos. Is data integration as easy as it sounds? An expert offers some insight.  Continue Reading

• Mobile marketing strategy isn't a bolt-on to existing strategy

  Too often, companies falter in their marketing strategies by tacking mobility onto what they already do. Instead, you should create 'mobile moments.'  Continue Reading

• Don't alienate customers with forced context marketing

  Using data for context marketing can help target new prospects and retain existing customers. But companies have to travel the line between effective and intrusive.  Continue Reading

• Sentiment analysis tools amp up customer-centric strategy

  Companies are turning to sentiment analysis to learn what customers think. But customer sentiment is complex and can fall prey to misinterpretation.  Continue Reading

• Five must-have features in a marketing automation platform

  If you're buying an enterprise marketing automation platform, which features are must-haves? We look at five key areas, including multichannel marketing, lead management and more.  Continue Reading

• Don't let data integration issues hold your business hostage

  Data is an important commodity for businesses -- but only if it's clean. Use these data quality and data enrichment tips to keep your CRM system in shape.  Continue Reading

• Reality check on your Salesforce data integration project

  If you're embarking on a Salesforce data integration project, you shouldn't forget these three overlooked considerations, expert Eric Borthwick cautions.  Continue Reading

• Dynamics CRM and NAV integration tips to boost efficiency

  Microsoft Dynamics CRM and NAV integration is more art than science, but this tip provides the steps and paths to some readily available tools that can help.  Continue Reading

• Stop chasing KPIs to power proactive customer service

  Contact centers focused heavily on key performance indicators may improve only short-term results, an expert cautions. Find out how a knowledge management system can help.  Continue Reading

• What you can expect in Microsoft Dynamics CRM 2016

  The Microsoft Dynamics CRM 2016 spring wave is about to hit, offering social engagement features, integration with recently acquired technologies and more.  Continue Reading

• When you buy CRM software, it's a business decision

  Many companies falter in buying CRM software because they don't consider the decision in the context of their business needs and existing technology, advises an expert.  Continue Reading

• How data democratization can enhance decision making

  In order to have a positive effect on decision making, users need access to data that is accurate, digestible and updated in real time. But that's easier said than done.  Continue Reading

• Contact center software updates shouldn't waylay operations

  To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years.  Continue Reading

• Are you ready for an enterprise marketing platform?

  Has your company's needs outpaced the abilities of your marketing platform? It may be time to make the jump to the Salesforce Marketing Cloud. Here's what to consider.  Continue Reading

• Can predictive analytics make sales funnel management work?

  If your organization is trying to rein in an erratic sales funnel and get a handle on the deals that will really close, predictive analytics may help.  Continue Reading

• Is SteelBrick CPQ on Salesforce a killer app?

  The SteelBrick CPQ tool is now part of Salesforce. Expert Eric Borthwick offers best practices for using it, and looks at how this affects Apttus CPQ.  Continue Reading

• Salesforce Community Cloud opens doors for partners

  The Salesforce Community Cloud brings partners into business processes in new ways -- but documentation and licensing caveats could derail your efforts.  Continue Reading

• Lack of customer understanding can undercut companies

  Companies may think they're doing a terrific job with personalized marketing, but studies show customers have another view. It's time to understand your customer.  Continue Reading

• Don't get buried by a Salesforce Sales Cloud implementation

  Bringing Salesforce Sales Cloud to your sales reps doesn't have to be a revolution. It can be an evolution in their way of working.  Continue Reading

• What's behind the proliferation of Salesforce PaaS offerings?

  Salesforce has announced its vision for a single app development platform. But as more PaaS offerings launch, meeting that goal isn't likely in the immediate future.  Continue Reading

• Top contact center management dos and don'ts

  Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert.  Continue Reading

• It's about the customer lifecycle, not just closing the deal

  A shortsighted focus on closing the deal can cause a company to come up short of its real goal of nurturing consumers throughout the customer lifecycle.  Continue Reading

• Simplifying CRM with the release management process

  Don't get blindsided by the release management process. Protect users and your CRM from the unintended consequences of unanticipated changes.  Continue Reading

• Why multichannel analytics is in your company's future

  Data silos are killing company productivity, but also blocking companies from deriving key insights.  Continue Reading

• Putting contact centers at center of customer experience strategy

  Contact centers were historically viewed as cost centers rather than locus points for enhancing customer experience.  Continue Reading

• Reaching new heights in omnichannel customer service

  Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information.  Continue Reading

• How to plan for a Salesforce server switch

  If your company has alerted you about an imminent Salesforce server switch by the CRM provider, here's a step-by-step process to ensure a smooth transition.  Continue Reading

• Building customer loyalty with surprise-and-delight marketing

  To foster brand loyalty, companies can forge emotional connections with customers by giving them unexpected discounts and perks.  Continue Reading

• Evangelizing clean data in Salesforce

  Salesforce can power serious business insight with analytics and other tools, but only when the system houses clean data that's well-maintained.  Continue Reading

• Why Alibaba's social media engagement strategy paid off

  Alibaba broke sales records on Singles Day 2015. What does the Chinese retailer's social media engagement strategy tell us about traditional marketing?  Continue Reading

• Handling unwieldy data with Salesforce Wave Analytics

  With sales teams struggling to access and consume data, Salesforce Wave Analytics promises ease of use and accessibility.  Continue Reading

• Employee engagement strategy improves customer experience

  Contact centers already suffer from turnover that puts customer experience strategies at risk. Companies need to tackle better customer experience via employee engagement strategy.  Continue Reading

• Boost employee retention through descriptive analytics

  Companies are now on a constant hunt for competitive edge via analytics. What they may not know is that descriptive analytics aids in the realm of employee retention strategies.  Continue Reading

• Why killing customer data silos can win you customers

  Customers care about having a great experience. To create that, sales, marketing and service departments need to combine data to provide a complete picture of the customer experience.  Continue Reading

• Despite cloud-based CRM success, data silo issues remain

  While cloud-based CRM tools are making inroads in bridging data silos, smaller, niche tools are becoming more necessary to solve data management challenges.  Continue Reading

• Three global contact center benchmarking mistakes to avoid

  The process of contact center benchmarking is fraught with missteps. Here are some mistakes to avoid if you want to truly create useful metrics and gain a competitive edge.  Continue Reading

• CRM marketplace could undergo new competition

  While the CRM market has long been dominated by a small cohort of established providers, new niche players could shake up the landscape.  Continue Reading

• How to deliver quality mobile customer service

  Companies need to focus on molding a customer experience that meets the needs of their increasingly mobile customer bases.  Continue Reading

• Despite spruce-up, is the Salesforce Lightning UI fully baked?

  Salesforce Lightning UI was updated this fall, enabling even greater ease of use, but pain points still exist in the platform.  Continue Reading

• Marketing automation platform needs integration, not features

  One company has tested several marketing automation software platforms and discovered that, with existing Salesforce technology, features may matter less than integration.  Continue Reading

• The challenges of a global contact center

  In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures.  Continue Reading

• SAP's customer engagement strategy could trump CRM

  SAP is trying to broaden the boundaries of CRM in service of a customer engagement strategy.  Continue Reading

• Salesforce's foray into IoT extends personalized CRM

  Salesforce's venture into the IoT Cloud is yet another prong in its strategy to create personalized CRM and tailor customer experiences.  Continue Reading

• The importance of keeping a brand promise

  In today's competitive landscape, companies need to keep their promises to ensure they retain the trust of their customers.  Continue Reading