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Chris Bucholtz
Top CRM Blogs of 2018: Countdown, Part 1
01/10/19 12:00 PM PT | CRM Buyer | 2521 Words

An expert on the process of journey mapping and measuring customer sentiment, Kerry also is a major advocate for the concept of businesses honestly examining what they really hope to gain from their customer experience initiatives, and whether those objectives properly sync...

Denis Pombriant
The Teetering Social Empire
01/09/19 11:48 AM PT | CRM Buyer | 1043 Words

There's no CRM company that doesn't leverage social media to support customer-centric business processes. From sales to service and marketing, CRM's benefits include a lot of value from providing significantly lower-cost business processes.

Social CRM
Now the vehicle for...

Jonathan Terrasi
Where Linux Went in 2018 - and Where It's Going
01/09/19 12:39 PM PT | LinuxInsider | 2038 Words

With April's 18.04, Ubuntu officially unveiled its first Long Term Support (LTS) track to feature Gnome 3.

With an LTS sporting Gnome and holding up to user testing, the countdown clock began on the eventual switch to the Wayland display server, intended...

Denis Pombriant
Oracle's Customer Transition Challenge
12/19/18 12:00 PM PT | CRM Buyer | 891 Words

On the earnings call, CEO Safra Katz told the audience that total revenues for the quarter were US$9.6 billion, but what really got my attention was when she said this: "The gross margins for cloud services and license support was 86 percent,...

Denis Pombriant
Philanthropy's Dunning-Kruger Effect
12/17/18 12:36 PM PT | E-Commerce Times | 1306 Words

For instance, one might be inclined to support efforts in adult literacy, or nutrition, or public health, or environmental causes. All these ideas are well represented in the charitable universe. The only weakness in the system is that except for the largest...

John P. Mello Jr.
Apple, Samsung Buddy Up in Smart TV Deal
01/08/19 5:00 AM PT | TechNewsWorld | 1006 Words

Samsung's 2019 Smart TVs will support iTunes Movies and TV Shows, and Apple AirPlay 2, Samsung said Sunday at CES in Las Vegas.

Smart TVs made in 2018 also will be able to play Apple content via a firmware update.


James Messer
The Economics of E-Commerce Chargeback Fraud
01/02/19 8:46 AM PT | E-Commerce Times | 1633 Words

An obvious move is tightening transaction security by adding tools to verify the customer's identity, such as credit card CVV verification and address confirmation to ensure that billing and shipping addresses match.

3D Secure is a new technical standard created by...

Sean Gordon
Harnessing Video for Customer Advocacy
10/22/18 11:12 AM PT | E-Commerce Times | 2858 Words

Harnessing its power gives you the opportunity to pursue it at every stop along the way as a means to create constant customer growth, maximize customers' personal experience and cater your products and services using a method that will target their goals...

Roberta O'Keith
Governance: An Overlooked but Critical CX Solution
11/20/18 9:21 AM PT | CRM Buyer | 1470 Words

... customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer...

Vikas Nehru
Dialing Up CRM: Harnessing the Power of Voice
10/30/18 11:48 AM PT | CRM Buyer | 1284 Words

... fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible...

Denis Pombriant
Digital Disruption Pathways
11/05/18 11:40 AM PT | E-Commerce Times | 1359 Words

There are a few platforms in the market that support this kind of agility -- from companies like Salesforce, Oracle and Microsoft -- and that's one big reason I see that the IT industry is reducing to an oligopoly. Companies not named...

Sara Hicks
Black Friday/Cyber Monday Is Coming - and It's Only the Beginning
10/19/18 5:00 AM PT | E-Commerce Times | 1412 Words

Things like load testing, inventory monitoring and management, mobile site optimization, security compliance, paid ads, email drip campaigns, social media campaigns and customer support .

However, what I really want to do is help you get ready for Cyber Monday 2019. And...

Erich Litch
E-Commerce Success Strategies: Think Local, Not Global
12/14/18 5:00 AM PT | E-Commerce Times | 1715 Words

Ultimately, support must be offered in the local language, too.

Consider a Different Layout, Flow and Shopping Cart
Besides language translation, there are many localization elements to consider. The design of a website for China should differ greatly from one...

Denis Pombriant
Oracle, the Hardware Company
10/31/18 5:00 AM PT | TechNewsWorld | 836 Words

So meeting the security challenges in the market today requires insulating customer data in memory from the outside world.

Oracle has developed a two-tier strategy in its Oracle Cloud Infrastructure of having one computer -- or set of them -- interfacing with...

Denis Pombriant
Turning a Corner in CRM
10/19/18 8:56 AM PT | CRM Buyer | 819 Words

CRM applied basic database technology to a business' chaotic collection of customer data, streamlining business practices and boosting productivity, not only in sales but in service as well. Cloud computing, marketing automation , collaboration, social media , mobility, analytics and many other technologies...

Denis Pombriant
Salesforce's Earnings Mystery
11/29/18 9:17 AM PT | CRM Buyer | 878 Words

... only question about Salesforce's recent revenue announcement is why the company described the vast majority of its nonprofessional services revenues as "subscription and support." Proserv revenues were appropriately small, at US$224 million, while subscription and support was $3.17 billion, or 26...

Denis Pombriant
Will Oracle Roil the DB Market?
10/23/18 10:38 AM PT | TechNewsWorld | 993 Words

As you might imagine, buying and installing all of the hardware needed to support the autonomous databases is a big undertaking that is affordable only for big IT shops. That's why cloud computing is so important. The cloud makes all of this affordable...

Denis Pombriant
Chatbots Gaining Altitude
11/15/18 11:45 AM PT | CRM Buyer | 650 Words

Despite this being early, however, the objective is still to find better ways to support the customer experience, though I'd prefer to say we're trying to promote customer engagement.

"Engagement" may sound foreign to many ears when discussing having our machines interacting...

Denis Pombriant
Above the Funnel No More
11/07/18 10:55 AM PT | CRM Buyer | 704 Words

Second, a business needs a platform that can support reconfiguration of business processes to take advantage of those opportunities.

Whispers of Data
Not every prospect requires a business reconfiguration, and for our purposes the platform in question would come from...

John P. Mello Jr.
How to Choose a B2C E-Commerce Suite
11/27/18 10:11 AM PT | E-Commerce Times | 1576 Words

Forrester offers three general recommendations when shopping for a B2C suite: Make sure the suite contains the core set of features that drive a customer's online experience -- including search, personalization and promotions, and the analytics to tie those three elements...

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