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New B2B Customer Experience Dashboards Promise Better Business Visibility
July 12, 2018
MaritzCX has unveiled preconfigured B2B CX templates that monitor key financial indicators; metrics for customer touchpoints, including NPS and OSAT; business-specific outcomes; and overall account performance. Integrated into the MaritzCX Technology Platform, "the dashboards become a hub that aggregates all of the data being monitored," said Jennifer Rubin, MaritzCX associate practice leader.
Miller Heiman CEO Byron Matthews: Stay Tuned for the CRM 4.0 Revolution
July 11, 2018
"There's a gap in performance across B2B selling, because buyers are innovating faster than sellers are getting better at selling," said Miller Heiman Group CEO Byron Matthews. "Sales enablement's function is to try to close that gap. It's not sales operation ... . It's more strategic, in terms of trying to drive sales performance by getting better content and coaching services for salespeople."
What I Learned at the Conferences
July 7, 2018
The close of Q2 ends the first wave of vendor customer events. Still to come this fall are Salesforce Dreamforce and Oracle OpenWorld -- and others -- but mercifully, we have the summer to digest all the information absorbed this spring and re-sync with our native time zones.For starters, CRM doesn't appear to be slowing down. As an industry, it's rated at about $35 billion in revenues.
IBM's Watson Enlisted for B2B Sentiment Analysis
June 27, 2018
B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and personalize their outreach efforts. It includes predefined categories such as "satisfied" and "frustrated."
Salesforce Adds Google Analytics Capabilities to Marketing Cloud
June 14, 2018
Salesforce has announced integrations between its Marketing Cloud and Google Analytics 360 that equip marketers with a broad range of new capabilities. Marketers now can view consumer insights from both Marketing Cloud and Analytics 360 in a single journey analytics dashboard. If they see a high rate of browse abandons, they can create a tailored journey to re-engage them, for example.
CRMDialer President Dimitri Akhrin: Raw Data Is No. 1 Thing
June 12, 2018
One of the top current trends in the CRM space is that AI offers "the ability to gain insight, and the most important example is visitor tracking," said Dimitri Ahkrin, president of CRMDialer. "That's a big component -- knowing how in real time to react to something a prospect is doing on a site. It's going to allow prescriptive recommendations about what to do in a particular moment."
There's a New AI-Based Data Service on the CRM Block
May 30, 2018
Cien this week released its AI-based Data Enhancement Services to help companies manage CRM records in Salesforce Sales Cloud implementations. Data Enhancement Services "is an optional standalone Cien offering for companies that aren't ready to start tackling their sales productivity traps and feel a more urgent need to augment their CRM data," noted Cien CEO Rob Käll.
ProsperWorks CEO Jon Lee: You're Going to Need Great Data
May 23, 2018
"There's this notion that software is primarily something you have to work for," said Jon Lee, CEO of ProsperWorks. "There's a lot of data entry, a lot of navigating screens and moving between different windows. Software as it was designed in the 1980s was a database for recording information. The trend you're seeing today is ... what if my software works for me?"
Middle Office or No-Man's Land?
May 20, 2018
It was once common knowledge that Apttus was the next big acquisition target on Salesforce's radar, until Salesforce decided to acquire another CPQ vendor to augment its Sales Cloud. In the two-ish years since, Apttus has nicely pivoted, diversifying its partner base and justifying its existence with a new strategy and nomenclature around what it calls the "middle office."
Oracle's Drive to Automate
May 13, 2018
Oracle -- or could we say "Autoracle"? -- has introduced more autonomous products, generally in keeping with what I see as a build-out of an information utility. The products include Autonomous Analytics, Autonomous Integrations, Autonomous Builder code generation and free premium service. The autonomous products broadly leverage a variety of analytics and machine learning tools.
Platform Logic
May 1, 2018
For some time, it has been my impression that in the CRM market, all -- or at least most -- of the good ideas have been taken. It's been a long time since we've seen a new systemic approach to front-office business. It's even been a long time since we've seen a major innovation at the department level. CRM itself was a systemic innovation in the last decade of the last century.
Demandbase Debuts ABM Analytics for Optimal Marketing Performance
April 18, 2018
Demandbase officially announced ABM Analytics during its annual ABM Innovation Summit. The new tech, part of the company's account-based marketing platform, leverages its account identification technology to help marketers analyze performance from advertising to pipeline and revenue figures. "AI gives B2B marketers a clear view into the behavior of their target accounts," said CMO Peter Isaacson.
Facebook Peddles Future Behavior Data to Advertisers
April 17, 2018
Facebook reportedly has developed a new advertising service designed to predict the future behavior of consumers. The service uses FBLearner Flow, an artificial intelligence prediction engine the company introduced in 2016. The technology enables companies to target people based on decisions they haven't yet made. The data the new service taps is aggregated and anonymized.
HubSpot Sales Exec Brian Signorelli: Get Your Prospects to Call You
April 15, 2018
A number of trends have taken hold in the CRM space, according toHubSpot Sales Exec Brian Signorelli. "One of the first things that stands out to me is that, ironically, despite all the money that is spent on CRM overall, sales reps aren't spending that much time there," he said. "Instead, reps are using all these tools that are connected in some way to CRM, like email or sales acceleration."
Model-Based Structure: Key to Success in a Data-Driven World
April 10, 2018
Data science has become mission-critical to many enterprises. Companies in the U.S. will spend billions on third-party audience data in 2018 and even more on third-party solutions to use that data, as they move toward becoming model-driven. It's not just a matter of harvesting data and then crunching it; companies have to map data against their business model in order to get the most out of it.
Adobe Hones Target's Personalization Tools
March 29, 2018
Adobe this week introduced three features to its Target application in an effort to improve customer experiences through increased personalization: new Personalization Insights reports; Propensity score model comparisons; and Real-time customization models. These new features give users enhanced transparency and customization of Adobe Sensei-powered AI for personalization in Target.
Zoho VP Rodrigo Vaca: AI Can Help Salespeople Seize the Moment
March 26, 2018
"The rise of artificial intelligence, for sales teams both internally and externally, is the biggest trend in the industry," observed Rodrigo Vaca, vice president of marketing for CRM at Zoho. If you think of CRM as the centerpiece for your company, and you marry that with the escalating amount of data that each company is gathering each day, ... you can do any sort of analysis on it."
Accent Launches CRM Supercharger Application
March 22, 2018
Accent Technologies has announced the release of its new CRM Supercharger application, which guides selling and sales performance by applying intelligent data analytics to sales and buyer engagement data. Like all of Accent's products, the Supercharger application is based on the Software as a Service model. It targets mid-sized to large business-to-business companies.
Pega Enlists AI to Coach Sales Teams
March 8, 2018
Pegasystems has launched Pega Sales Coach, an AI-powered addition to Pega Sales Automation. Pega Sales Automation targets business-to-business and business-to-consumer companies. It can benefit firms with 100 employees as well as Fortune 500 enterprises with revenues of US$500 million and up, according to Chris Benedetto, Pega's director of product marketing for sales automation.
New AI-Powered Voice Tool Aims to Boost Sales
March 3, 2018
Zoho has unveiled Zia Voice, a conversational artificial intelligence chatbot for sales teams that works with Zoho CRM. Zia Voice lets sales teams analyze their Zoho CRM database for information such as new leads created, average deal revenue, or monthly forecasts. It analyzes interaction patterns and the progress of a lead or deal in the pipeline, and suggests the probability of closure.
Advanced Selling Strategies
February 17, 2018
One of CRM's overlooked benefits, accrued over many years, is its influence on business processes. Twenty or so years ago, front-office business processes were simplistic, due in part to the lack of technology support. For example, business leaders might have wanted to peer into a sales process to better incentivize sales reps, but rarely did so because it required a lot of data.
Account Scoring Tool Helps Companies Home In on Best Targets
February 13, 2018
DataFox has launched Account Scoring, a new product to help businesses and financial firms find and prioritize optimum target clients. DataFox offers clients data on more than two million companies to help them prioritize existing prospect accounts, as well as discover new companies to add to their CRM systems as potential high priorities, said CMO Mike Dorsey.
Amazon, Berkshire Hathaway, JP Morgan Aim to Untangle Employee Healthcare Knot
February 1, 2018
Three corporate giants on Tuesday announced they were banding together to provide healthcare for their 1.1 million employees. The companies -- Amazon, Berkshire Hathaway and JP Morgan Chase -- plan to form a company "free from profit-making incentives and constraints" in order to improve employee satisfaction with their healthcare coverage as well as reduce costs.
Self-Service AI Aims to Grease the Wheels for B2B Sales Teams
January 26, 2018
SalesDirector.ai has released a self-service version of its artificial intelligence sales execution and sales forecasting platform for B2B sales teams. The system provides enterprise-grade AI to sales teams in less than five minutes, according to the company. Like the regular SalesDirector.ai platform, the self-service version is offered as a service.
Salesforce's Triangulation Strategy
January 24, 2018
Partnerships may be playing the role usually reserved for M&A activity in the CRM world right now. Generally a company makes a purchase when it wants to capture the benefits of another business' R&D or established market base. However, at the moment it appears that the desirable targets are too big to swallow, and the result is more partnering between the big guys and the really big guys.
Salesfusion Launches Spiffy New Marketing Automation Tool
January 17, 2018
Salesfusion has launched version 12 of its marketing automation solution. It rebuilt Salesfusion 12 from the ground up to provide an architecture robust enough to support "the easiest-to-use, most modern campaign creation tools available to marketers today," said Greg Vilines, VP of product and engineering. It provides enterprise-grade power and features without the typical price tag, he added.
Demandbase Adds Conversion Solution to ABM Platform
January 15, 2018
Demandbase has launched its Conversion Solution, adding AI-enabled intent data to its ABM platform, which already incorporates targeting and engagement solutions. It sends sales teams relevant and actionable alerts and insights across multiple channels in real time when one of their accounts is in the news, visiting their company's website, or demonstrating interest in their products.
The Platform Wars of 2018
January 10, 2018
The new battleground in enterprise software is likely to be the software platform. This is not to say that analytics and security are not important, but they are being handled in different ways. Security is being handled in ways that address both hardware and software vulnerabilities, but these things aren't what customers or consumers spend their days thinking about.
3 Critical Things Sales Can Learn From IT
January 9, 2018
If you're in sales, it's likely there are people you want to talk to, and others you may go out of your way to avoid. You might be excited to talk to the CMO -- or not so excited -- based on the leads you recently worked. You might avoid the people from finance, but you might enjoy conversing with your comp plan administrator. However, there's one group of people you may never even consider.
CRM in 2018
January 3, 2018
Figuring out the year ahead in CRM is tricky and getting more so. Making predictions has been more challenging for the last several years. We've seen an array of new technologies take root and blossom, but managers have had trouble figuring out how to adopt them. Those innovations have fueled a lot of anxiety in the C-suite about digital disruption, but each company's disruption is different.
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How does the tech industry compare to other industries when it comes to diversity?
Tech firms have been working much harder than others to achieve diversity.
Tech is rife with sexism, racism, homophobia and other forms of discrimination.
The tech industry would be more inclusive if there were more qualified applicants.
Tech firms have made superficial efforts but they're mainly for show.
The push for diversity is a cultural fad, and there is no real problem.