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Chris Bucholtz
For Great Customer Experiences, Design Great Employee Experiences
10/16/18 11:25 AM PT | CRM Buyer | 1037 Words

There's no way your plans to deliver great experiences to customer will work if they're being delivered by disengaged employees.

Gallup's numbers again speak to the benefits of having engaged employees: The best 25 percent of companies at engagement reported 17 percent...

Amit Bhaiya
5 Tech Advances That Can Deepen Customer Engagement
10/11/18 5:00 AM PT | E-Commerce Times | 1421 Words

Problems arise when marketing tactics fail to attract either type, which is why customer engagement is so critical in today's hypercompetitive e-commerce environment. It should be no surprise that customers prefer companies that treat them as valued individuals. It is also no secret...

Denis Pombriant
Oracle's Growing Pains
10/03/18 5:00 AM PT | E-Commerce Times | 807 Words

Hurd's comment: "When a customer who is on-prem paying us support moved (sic) to the cloud, they pay us more money. They don't pay us one to one, they don't pay us two to one, they pay us more like three to...

Denis Pombriant
Dreamforce 2018
10/01/18 11:40 AM PT | CRM Buyer | 1130 Words

First, it is broadening its potential customer base by reaching out to young people, women, minorities, and others sidelined from the tech revolution because they weren't able to attend a college or study the right courses.

Trailhead is a big part...

Peter Suciu
Despite Emmys, Road Ahead Is Bumpy for Streaming Services
09/18/18 10:35 AM PT | E-Commerce Times | 1891 Words

Customer Pushback
At the present time, the mobile carriers seem to have the power -- but if they push too far, consumers may push back.

"If operators are slowing traffic to major streaming services, it results in a poor...

Chris Bucholtz
5 Reasons the Sales A-Player's Era Is Ending
09/28/18 5:00 AM PT | CRM Buyer | 1125 Words

C-players may be getting C's because they don't have proper sales op support. They may lack the decent sales enablement solution, sales content and training they need to get to speed in time to become productive.

They may have managers who...

Chris Bucholtz
Silo Buster: Salesforce Attacks the Data Sprawl Problem
09/25/18 5:30 AM PT | CRM Buyer | 878 Words

360-Degree View of the Data
However, you can and should develop a 360-degree view of your customer data , according to Paul. That is, you should be able to get your arms around all the data you've gathered about each...

Rob Enderle
Women as CEOs: The Problems and the Promise
09/24/18 8:49 AM PT | TechNewsWorld | 2073 Words

I'd argue the failures weren't due to the CEO's gender, but rather due to their personality defects, lack of relevant training, and lack of critical board support.

The Untrained CEO
IBM is one of the few exceptions where...

Richard Adhikari
Google Cracks Down on Tech-Support Scams
09/05/18 10:38 AM PT | E-Commerce Times | 897 Words

Google last week announced new steps to combat the placement of fraudulent tech support ads on its platform. The company will roll out a verification program in the next few months to ensure that only legitimate third-party tech support providers can place Google...

Richard Adhikari
Slide Over, Salesforce? Freshworks Scores $100M in Funding Round
08/01/18 11:56 AM PT | CRM Buyer | 893 Words

What Freshworks Offers
All Freshworks products are offered through the Software as a Service model: Freshdesk, its flagship customer support product Freshservice IT service management software Freshsales CRM software Freshcaller call center software Freshteam Freshchat customer messaging software Freshmarketer The...

Katie May
6 Winning Shipping Strategies for E-Commerce SMBs
09/04/18 1:06 PM PT | E-Commerce Times | 1662 Words

... continues to become more competitive as large companies like Amazon, Target and Walmart soak up market share and customer attention. Shipping window expectations have become shorter, and many online retailers struggle to keep up, particularly small to medium-sized businesses. How can SMBs...

John K. Higgins
Software Providers Scramble to Satisfy World's Largest IT Customer
08/28/18 11:38 AM PT | E-Commerce Times | 1312 Words

... the competitive world of information technology, vendors must be alert to major changes within the potential customer base. In the federal IT market, the U.S. government increasingly has been using its status as the world's single largest IT customer to acquire products...

Denis Pombriant
Oracle's Bad Boy Image
08/21/18 11:19 AM PT | E-Commerce Times | 913 Words

Oracle exercises its contractual right to audit the use of its software at customer locations. When an audit turns up a violation or potential violation of the license agreement, the sides work out a solution that often involves additional license purchases. No...

Denis Pombriant
Wheat and Chaff
07/31/18 11:25 AM PT | CRM Buyer | 1128 Words

Back in about 2004, I wrote a paper suggesting that capturing large quantities of customer data, analyzing it, and feeding the results to social media should be a big part of CRM's future. That was before Twitter and Facebook were in the picture,...

Denis Pombriant
Oracle Confronts Lawsuit on Its Path to the Cloud
08/18/18 5:00 AM PT | E-Commerce Times | 1102 Words

Representatives of the company have told me that they perform a small number of audits relative to the size of the customer base (425,000-plus businesses) each year. Their purpose is to ensure compliance and to avoid mission creep in a deployment that avoids...

Denis Pombriant
Sign of the Times
09/11/18 9:49 AM PT | CRM Buyer | 621 Words

They're all about serving the customer at this point.

However, the contract hardly means the company approves of the government's actions, just as many Americans don't support the actions.

With people like me getting emails detailing the effort, it seems that...

Denis Pombriant
Dreamforce Considerations
08/28/18 12:40 PM PT | CRM Buyer | 948 Words

However, tuning a CRM suite to support the unique needs for banking and finance or healthcare could open new markets. Certainly, industry CRM is already available from Salesforce, and other vendors also have offerings. So I'm looking for more of a commitment...

Denis Pombriant
Is Philanthropy Becoming Sexy?
07/20/18 11:17 AM PT | CRM Buyer | 941 Words

Celebrities, royalty and ordinary people donate time and resources to causes that need support and that have a challenging time attracting support.

Often the general public's involvement in worthy causes has been limited to donations, however, and people who want to do...

Peter Suciu
How Online Businesses Must Comply With New California, EU Privacy Laws
07/27/18 5:00 AM PT | E-Commerce Times | 1597 Words

Yet "GDPR is already relevant to American businesses that provide services through the Internet, as they often have international customer bases and provide services to EU countries," said Erik Ashby, principal program manager at Helpshift , a San Francisco-based customer support technology...

Richard Adhikari
7-Eleven Gives Nod to Apple Pay, Google Pay
09/12/18 10:37 AM PT | CRM Buyer | 840 Words

The stores will add support for the services throughout this month. Apple Pay works with all iPhone models going back to the SE (successor to the iPhone 5s). It also works with Apple Watch .

7-Eleven already had a number of other...

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What best describes your attitude toward social networks and politics?
The value of engaging in serious political discourse outweighs the negatives.
Most of the political conversations seem overheated and ignorant.
Social networks provide a lot of very good political information from reliable sources.
Almost every political post I see is skewed or totally fake.
Political interactions on social networks simply mirror those in the real world.
Social networks remove inhibitions, bringing out the worst in people and politics.