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SugarCRM Trots Out Sugar 7.9 With Quotes
May 18, 2017
SugarCRM on Wednesday announced the general availability of Sugar 7.9 with a new quote-generation and management feature that helps users turn opportunities into closed deals. The upgrade provides next-generation reporting capabilities, plus enhanced advanced workflow, which lets users trigger a process based on fields changing to or from specific values.
Veeva Offers Cross-Stack Customer Insights
May 12, 2017
Veeva Systems earlier this week announced Veeva CRM MyInsights, a new cloud-based data visualization capability producing tailored insights within Veeva CRM. MyInsights lets users of tablets or other mobile devices access, analyze and visualize information in real time. It includes fixed reporting for sales and activity data and a new, customizable HTML5/JavaScript framework.
CloudCraze EVP Andrew Witherspoon: For Successful B2B, Set Aside Expectations
April 12, 2017
"If there's anything true about B2B service, you have to do it in the context of the customers themselves in order to be successful. That's our philosophy," said CloudCraze EVP Andrew Witherspoon. "What is the purpose of CRM and marketing? It's to reach out, find and engage prospects, and to move them through a buying cycle. All those capabilities are on a CRM platform.
Translating Website Visits Into Quality Leads
March 30, 2017
Back in the day -- like, 1993 -- every company had to have a website because it was the thing you did! A website was something new, fresh and shiny, and it allowed the marketing team to reach more people than ever before. It was on the Internet, which automatically made your company seem cool. It was totally rad! Within about 18 moths, though, everyone had a website and the novelty wore off.
Blockchain: CRM's Next Frontier
March 22, 2017
We've seen a parade of technologies coming into the front office since 2000, including browser-based cloud computing, social media, mobile technology, workflow, journey mapping, and big data and analytics. It's typical that at first there's only a tenuous relationship between the technology and CRM's original mission, but over a short time innovators adopt and commercialize the innovation.
Outreach CEO Manny Medina: Selling Success
March 21, 2017
Making sales account-based is "the ability to take an account and use a holistic approach when dealing with it," said Manny Medina, CEO of Outreach. "You use a combination of marketing and sales to get to that account. It's giving a name to something people already do, and it creates an alignment between sales and marketing. You [target] top companies that you know for a fact are open to you."
Analytics and Workflow
March 15, 2017
There's a big difference between B2C and B2B analytics that no vendors seem to be addressing, and it involves the consumption model. I recently spoke with K.V. Rao, founder and chief strategy officer of Aviso, an analytics company focused on sales, and his unabashed opinion is that "if you're trying to expose insights and make things consumable, you have to address workflow."
OpenMethods, Next Caller Join to Streamline Call Routing
March 14, 2017
OpenMethods has announced an integration with Next Caller's Advanced Caller ID database that will let contact centers on the Oracle Service Cloud use real-time contextual data for more than 500 million landline, mobile and VoIP numbers to personalize and simplify their agent and customer interactions. OpenMethods integrates IVR and telephony data into the CRM package call center agents use.
IDG's New Pipeline Activator Aims to Get Sales Timing Right
March 13, 2017
IDG has launched Pipeline Activator, a global subscription-based service pinpointing verified projects and active sales prospects for those selling to enterprise IT. Pipeline Activator, the latest addition to IDG's ABM360 suite of account-based marketing services, provides sales and marketing teams with detailed insights on target companies actively researching products and services for purchase.
Salesforce FY18 Kickoff
March 9, 2017
Salesforce CEO Marc Benioff invited a select group of press, analysts and customers to a fiscal year kickoff presentation overlooking San Francisco and environs. It was held on the 23rd floor of one building that the company monopolizes, just across Mission Street from another that it is building and the bay beyond. It's a nice view. Salesforce starts its year in March.
Salesforce, IBM Kick Off New Artificial Intelligence Era
March 8, 2017
Salesforce CEO Marc Benioff and IBM CEO Ginni Rometty on Monday announced a global strategic partnership to deliver joint solutions leveraging artificial intelligence. Einstein, the AI that powers Salesforce applications, will be connected seamlessly with IBM's Watson AI platform. The integration is scheduled for availability in the second half, and pricing will be announced at that time.
New Rules
March 1, 2017
One of the foundational ideas of business is the Pareto analysis, which tries to identify the small portion of factors that are responsible for the majority of business results. You know -- 80 percent of profits come from 20 percent of the customer base, and similar observations. Vilfredo Pareto formulated a business classic that we now refer to simply as "the 80/20 rule."
Social Marketing Grows Up
February 23, 2017
Before there was experimental data to support various contentions, it made perfect sense to believe that the likes and endorsements posted to friends on social media would drive more business. After all, didn't we all subscribe to the idea that a disgruntled customer would tell many more people about a brand's shortcomings than a happy customer would sing its praises?
Output vs. Outcomes
February 14, 2017
How many times have we been lulled into complacency over getting a project or a product done but not necessarily well received, because it was someone else's gig? This is a great reminder that the job isn't done simply because we produce something and shove it out the door. It's also a cue to pay close attention to what our CRM systems tell us. Our concept of a product has changed.
AI Deconstructs Phone Sales Pitches
February 13, 2017
SaaS solutions firm Gong last week released the findings of a study on sales phone conversations, including an analysis of gender speaking patterns. Women delivered slightly longer sales monologues, averaging about 9-12 seconds longer than those their male counterparts gave, but men generally spoke faster, the study found. Men tended to speak at a faster pace than women.
Winning the Sales Talent War in the Big Data Era
February 8, 2017
Had a hard time hiring sales talent lately? You aren't alone. And guess what? It's only going to get worse! There are a lot of headwinds confronting sales recruiters these days. Among the strongest: The number of sales jobs is projected to grow 18.8 percent between 2010 and 2020, according to the Bureau of Labor Statistics -- so you're facing stiffer competition for talent.
Top CRM Blogs of 2016: Countdown, Part 2
January 24, 2017
There's something to be said for consistency. Baseball Hall-of-Famer Tony Gwynn hit over .300 19 years in a row. The swallows have returned to Mission San Juan Capistrano every year since 1812. Richard Belzer played Detective John Munch in nine different television series over 23 years. Doing things well for a long time should earn you some attention for your efforts.
Adaptive Intelligent Applications
January 18, 2017
At OpenWorld, Oracle jumped into the AI and machine learning space for its CX products, aka CRM, and other applications, like HCM, with an interesting difference -- a huge data store to help educate the algorithms that work for you. Machine learning depends on data about prior situations that the learning algorithms can use to get smart about a situation. Ten examples are good, 100 are better.
Clarabridge Delivers Retail Banking Package
January 17, 2017
Clarabridge, which offers SaaS and on-premises software products designed to help companies improve their customer experience management, on Tuesday announced a full-service solution for retail banking. Clarabridge's solutions use sentiment and text analytics to enable automatic collection, categorization and reporting on structured and unstructured data.
Engagio CEO Jon Miller: How to Land a Whale
January 3, 2017
"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing programs, and stuff comes out the other end. What the account-based world is all about is that you have a list of names, but you don't wait around to see if those big fish swim into your net. Instead, you go fishing with spears."
Radius CEO Darian Shirazi: Solve for Data Decay
December 19, 2016
"One of the interesting things about CRM and marketing automation is that most of these systems have poor data quality," said Radius CEO Darian Shirazi. "Typically, customers buy data lists or get inbound leads, and the information associated with those accounts, opportunities and leads ends up decaying quickly and being inaccurate. The problem is keeping that information up-to-date."
LinkedIn Begins New Chapter Under Microsoft's Wing
December 13, 2016
Microsoft last week closed its $26 billion acquisition of LinkedIn. LinkedIn will remain a separate company and Jeff Weiner will continue as its CEO, but he now reports to Microsoft CEO Satya Nadella. Integration of the companies' products is under way. Among many other things, a user's LinkedIn identity and network will be made available in Microsoft Outlook and the Office suite.
Aptean SVP Matt Keenan: CRM Needs to Be Intuitive
December 5, 2016
There are three significant trends in CRM right now, according to Matt Keenan, SVP of Aptean's product group. "The first is the rapid evolution of human-system interaction. Gone are the days of sitting in front of a laptop and interacting with CRM. Customers are looking for multiple channels. The way people are interacting with applications and data is evolving radically."
Qualitative Data - the Other Stuff
December 2, 2016
We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It's not wrong information -- just incomplete.
New Subscription Economy Index Is an Eye Opener
November 23, 2016
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business that requires customers to pay little up front but more over time. The billing, finance and commerce implications can be profound.
AvePoint CEO TJ Jiang: Innovation Through Collaboration
November 3, 2016
The latest CRM trends "are part of the whole movement toward digitization of the workforce," said AvePoint CEO TJ Jiang. "We see much more integration and automation in the CRM space. We've been working, for instance, to digitize a social welfare organization, where caseworkers will go in the field to service underprivileged children. ... Historically, it's all been paper-based."
The End of Marketing
October 27, 2016
This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doing research in business agility lately -- a fascinating area that soon will impact CRM.
Aviso CEO K.V. Rao: Humans, Machines and Magic
October 14, 2016
"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive analytics "can help you find the right content faster. That's what the state-of-the art is for sales.
Big Data and Analytics: Creating New Value
October 14, 2016
The massive amount of data available from connected devices creates an unprecedented opportunity for increased optimization of products and services -- and, consequently, revenue. The deep investment in big data gathering and analytics is fueled by an ability to create added value for companies based on actionable business insights, and for consumers by providing lifestyle benefits.
Rethinking Business Process Reengineering in the Cloud
October 12, 2016
Nearly 25 years ago, Michael Hammer and James Champy coauthored one of the most influential business books of the period, Reengineering the Corporation: A Manifesto for Business Revolution, anticipating some of the important changes that lay ahead. The corporate world was trying to cope with the growing pressures of globalization and the advent of personal computing.
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