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Chatbots Drive Shopify's Kit CRM Deal
April 15, 2016
Shopify on Wednesday announced that it has agreed to purchase Kit CRM, whose Kit chatbot automatically sends out marketing text messages for online stores. It also lets businesses run targeted ads on Facebook and Instagram, make recommendations based on store activities, post on social media and use functionality provided by other social media apps, Shopify CMO Craig Miller said.
CPQ's Challenge
March 31, 2016
Virtually every CPQ -- configuration, price and quote -- software vendor on the planet has a credible solution for the processes from which the category gets its name. That's the good news. Unfortunately, the world has moved on. Most CPQ is effective for helping promote transactions, especially the sales transaction, in which a buyer or buying entity makes a one-time purchase of a bill of goods.
Commoditizing Software
March 24, 2016
For more than 50 years, the IT industry has followed a well-known script associated with emerging and evolving paradigms: First a product or category is introduced, then it gains wide acceptance (or dies on the vine), followed by a long period when vendors and customers seek out more efficient ways to produce the thing. Ultimately, the category becomes so important that all must have it.
GoDaddy Offers Small Businesses a Place in the Cloud
March 23, 2016
GoDaddy on Monday launched a pay-as-you-go cloud platform along with applications powered by Bitnami. The tools, Cloud Servers and Cloud Applications, are designed to help small businesses -- individual devs, tech entrepreneurs and IT professionals -- quickly build, test and scale cloud solutions. Provisioning takes 54 seconds or less, GoDaddy said.
LiveOps Launches Contact Center as a Service Platform
March 10, 2016
LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelligence to help agents make better customer service decisions, according to the company.
The Salesforce Health Cloud
March 2, 2016
Salesforce is opening a can of snakes with its new Health Cloud, which became generally available this week. Having worked in the healthcare software industry for many years in the last century, I have mixed feelings about the announcement. While I'm relieved that an innovative company is taking on healthcare software at last, part of me thinks it could be a long and expensive slog.
The Right Sales Technology Buys Time to Turn B Players Into A Players
February 24, 2016
In sales, A-B-C does not simply refer to the Alec Baldwin scene in "Glengarry Glen Ross." It's the system that sales managers (and salespeople themselves) use to categorize performance. A players smash their quotas on a regular basis; B players battle to deliver results, and usually do; C players have a history of missed objectives and should consider work in another field.
Twitter Puts Some Eggs in Customer Service Basket
February 22, 2016
Twitter last week announced two tools designed to help businesses improve their customer service capabilities. One product would allow users to move from sending companies tweets to using Direct Messages, according to product manager Ian Cairns. Companies will be able to embed on their sites a Direct Messages link that would allow customers to send information directly.
Pegasystems Takes Customer Service Far Afield
February 12, 2016
Pegasystems has launched Pega Field Service, an application designed expressly to streamline and automate critical components of field service operations. The software's key components are a customer service dashboard and a mobile application that enables organizations to centralize distributed field service work. Pega Field Service keeps track of all aspects of the field service process.
Birth of the Modern
February 5, 2016
Nearly every generation sees the birth of what, for it, will define modern life going forward. As uncertain as the twenty-teens have been, in retrospect economists may point to this decade as being as important as the tipping points of the 1870s and 1920s. If so, there may be no better event to symbolize the beginning of the era than the Salesforce fiscal-year kick-off this week.
Demandware Teams With eBay on Omnichannel E-Commerce Solution
January 19, 2016
Demandware and eBay Enterprise on Monday announced an alliance to develop a fully enabled omnichannel commerce solution that will provide integrated access to Demandware's Commerce Cloud platform and eBay Enterprise's suite of back-end and fulfillment technologies and services. The solution will let clients significantly reduce the complexity of managing their front- and back-end systems.
Year-End Intelligence
December 16, 2015
There's always an aphorism about Santa, stockings and year-end funding news, but I am tired of them so I'll let you imagine one. However, the funding news is so good from so many sources that I thought it worthwhile to mention a few items -- there are patterns emerging. First, Salesforce bought MinHash. That's not a funding event proper, but it does provide some modicum of cash to the founders.
Sage Live Launches on Salesforce AppExchange
December 11, 2015
Sage Software on Wednesday announced that it has launched Sage Live on the Salesforce AppExchange marketplace. Sage Live, built on the Salesforce AppCloud, gives small businesses real-time data connecting CRM, accounting and financial data, and can scale with a business. It works with thousands of third-party apps through real-time integrations and APIs so it can be completely customized, the company said.
2015: The Year of Intelligence
December 9, 2015
This year we traded in terminologies going from big data and analytics to digital disruption as the market-moving meme. I am not sure either one hits the spot, but they give me something to write about. Other things happened in 2015 too, but I'm just going to focus here. It seems to me we focus on the symptoms and not the root causes too often in this business.
End of Year Goodies
December 8, 2015
The end of the year brings out some interesting goodies from various workshops competing with Santa for big kids' attention. Some of it is pretty good stuff. Here's a sampling of the best end-of-year product announcements from the cloud community designed to put you in the post-holiday, already-back-at-work spirit. For starters, cloud sales compensation firm Xactly announced Xactly Inspire.
Microsoft Dynamics CRM 2016 Focuses on Intelligence
December 3, 2015
Microsoft this week released Dynamics CRM 2016 in CRM Online and on-premises versions. Built-in intelligence is a key feature of the package, which is available in 130 markets and 144 languages. It leverages the Cortana Analytics Suite's advanced analytics and machine learning capabilities. Intelligence "is important because it's an idea that's current," observed analyst Denis Pombriant.
Great Customer Experiences Start With Sales
November 23, 2015
The term "customer experience" flows from the lips of business people so smoothly these days. It's very clearly the business jargon du jour; its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve customer experience.
Investors Buying In Following Salesforce's Q3 Stunner
November 19, 2015
Salesforce shares rose to an all-time high Thursday, after the company reported better-than-expected Q3 revenue and raised earnings estimates for 2016. Salesforce reported earnings of 21 cents a share and a revenue increase of 24 percent to $1.71 billion, compared with a year ago. The company is on pace to become the fourth largest enterprise software company in the world.
Hootsuite Adds Social Chops to Microsoft Dynamics CRM
November 17, 2015
Hootsuite on Tuesday announced an integration with Microsoft Dynamics CRM, Microsoft SharePoint and Microsoft Yammer. The collaboration will let enterprises use social content in meaningful ways for social marketing, social selling, social customer support, and internal collaboration, noted Kevin Zellmer, Hootsuite's vice president of corporate and business development.
Desk.com-SalesforceIQ Integration Targets SMBs
November 12, 2015
Salesforce on Thursday announced the integration of Desk.com and SalesforceIQ to better let SMBs tie customer service with sales. Desk.com an all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature captures, analyzes and brings forth relevant customer relationship information from email, calendars and other applications.
Microsoft Dynamics CRM Ventures Into Machine Learning
November 10, 2015
Microsoft last week revealed some new details about Dynamics CRM 2016, emphasizing functionality designed to empower customer service agents. It will be released in both cloud and on-premises versions in Q4. It will be available as a standalone application or as an add-on to Office 365. "This is a big release for Microsoft," said Nucleus Research's Rebecca Wettemann.
Oracle Banks on CX Cloud Verticals
November 2, 2015
Oracle last week announced a variety of industry-specific solutions and enhancements to several existing products at Oracle OpenWorld in San Francisco. The company unveiled industry-specific vertical solutions for the financial services, communications, consumer goods, high-tech, industrial manufacturing and automotive fields as part of its Customer Experience Cloud.
SAP's New Jam Communities Promise Stickier Customer Experience
October 23, 2015
SAP this week released SAP Jam Communities edition for Hybris, which delivers real-time product and service information to customers on company websites. The software can display personally relevant recommendations and reviews directly to customers in e-commerce stores. In essence, it lets companies embed access to relevant material and include a buy button in online customer community pages.
TWC's New Virtual Assistant Curries Customer Favor
October 21, 2015
Beset by customer complaints and struggling to get approval from the United States Federal Communications Commission for a US$79 billion merger with Charter Communications and Bright House Networks, Time Warner Cable on Tuesday announced a virtual assistant. The new Ask TWC Virtual Assistant lets customers use a mobile device or computer to type a question in their own words.
Salesforce IoT Cloud Makes Thunderous Debut
September 15, 2015
Salesforce has launched IoT Cloud, an Internet of Things offering designed to connect billions of events with Salesforce, which the company says will help its clients' bottom line. IoT Cloud is powered by Salesforce Thunder, the company's new massively scalable, real-time event processing engine. "Salesforce is turning the Internet of Things into the Internet of Customers," said CEO Marc Benioff.
Salesforce Lightning Strikes Twice
August 31, 2015
Salesforce last week launched Salesforce Lightning, combining its new Lightning Experience and new Lightning Design System with its Lightning App Builder and Lightning Components released last month. Lightning Experience ensures that information is tailored to suit the screens of desktops, tablets and smartphones as required. There are consistencies across devices, but slight differences as well.
Spredfast Gets Something to Shout About
August 25, 2015
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, said Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer. ... Customers will have more ways to understand their audiences and impact the customer journey."
Salesforce Extends Marketing Cloud to Instagram
August 7, 2015
Salesforce has extended its Social.com, Active Audiences and Social Studio marketing tools to Instagram. These tools let marketers buy and manage advertising, publish content, participate in and review discussions with customers, resolve customer service issues, and analyze conversations. Marketers already are using these tools on Facebook, Twitter, LinkedIn, Google+ and YouTube.
Gamifying Sales Comp
August 5, 2015
Microsoft earlier this week announced that it has bought FantasySalesTeam, a sales gamification platform. The intent of the product is to boost sales productivity. The gaming part is designed after some aspects of fantasy sports leagues in which participants build a team from known professional athletes and try to beat other teams. The team aspect makes everyone more competitive.
Salesforce's Lightning Announcement
July 29, 2015
Spreadsheets suffered a body blow on Tuesday, when Salesforce announced new platform functionality. Soon all spreadsheets will be good for is financial analysis. This sounds funny, because the spreadsheet for several decades has been the unofficial IT prototyping tool. Actually, it was the end-users' prototyping tool -- the default thing they used to capture data.
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