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Managing in Mature Markets
March 20, 2018
Markets and companies change as industries grow and as a disruptive innovation commoditizes. Generally, prices come down because the innovation becomes commonplace and competitors fight for every scrap causing margin erosion. Eventually markets equilibrate, and a monopoly or small oligopoly sets in. We can see this playing out right now -- mature industries like databases have an oligopoly set up.
Salesforce Offers SMBs a Bunch of Essentials
March 16, 2018
Salesforce has launched Salesforce Essentials, a collection of intelligent apps targeting SMBs. Built on the Salesforce Lightning framework, Essentials offers a consumer-like experience optimized for any device. Relevant information is displayed on one unified console, with drag-and-drop customization. "Essentials is easy to try, set up, use and maintain," said Salesforce SVP Marie Rosecrans.
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.
Facebook's Vulnerabilities Surface
March 7, 2018
Adam Smith famously referred to "the invisible hand" of the free market in his landmark book The Wealth of Nations, and with that made himself one of the very first political economists. Smith's observation was so on point that most of us assume markets run through the agency of individuals pursuing their enlightened self-interests, which helped drive the evolution of CRM as a tracking tool.
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.
5 Podcast Pluses for E-Commerce SMBs
February 28, 2018
Podcasting is one of the hottest media trends. Almost everyone, it seems, has a podcast these days. Should e-commerce business owners jump on this bandwagon? Can podcasting really boost the bottom line? If you do decide to make a podcast, do your best to make it exceptional. That means having good audio quality, excellent content, a unique voice, and a strong sense of audience and purpose.
AdRoll Creates New Division to Target B2B Marketers
February 28, 2018
AdRoll has announced RollWorks, a new division that will provide business-to-business marketers with highly targeted, personalized marketing at scale across multiple channels and devices. The result of a corporate restructuring, RollWorks will focus specifically on B2B marketing, while the AdRoll business unit will focus on the company's legacy products for e-commerce SMBs.
FutureProof Retail President Di Di Chan: Combine Your Strengths
February 27, 2018
FutureProof Retail aims to redefine the in-store checkout experience. "From the consumer point of view, when you go shopping you have people who help you and service you, and you walk away happy," said President Di Di Chan. "What we're doing is bringing the online offline, to centralize that service. It's not just the top VIP shopper who can enjoy that experience -- everyone can."
Customer Experience Revolution Ahead: Gartner
February 24, 2018
Enterprises have begun overhauling the way they handle customer experiences, suggested Gene Alvarez, managing vice president at Gartner, at the firm's customer experience event in Tokyo earlier this week. Twenty percent of brands will abandon their mobile apps by 2019, he predicted, choosing consumer messaging apps such as Facebook Messenger and WeChat instead.
Keeping It Simple
February 22, 2018
Disruptive innovations expose longstanding needs and signal that there's a solution at hand -- one that usually is less expensive than the status quo. The lower-cost aspect makes adoption inevitable and disruptive. Document management is like that. Decades ago, many enterprises found that the cost of capturing documents as electronic images vastly improved on costly file cabinet systems.
Broken Corporate Processes Degrade Customer Experience: Survey
February 21, 2018
Broken corporate processes have been contributing to negative customer experiences, a recent survey suggests. One thousand employees in U.S. companies with a workforce of 500 or more who work on a computer or mobile device for more than five hours a day responded to the online survey conducted by Nintex. Overall, 54 percent observed broken administrative processes within their organization.
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.
Nimble Mobile CRM Gets Desktop Browser Features
February 15, 2018
Nimble has released Nimble Mobile CRM 3.0, its contact and pipeline manager for mobile sales teams and professionals. Nimble Mobile CRM 3.0 unifies contacts from mobile, cloud-based and desktop records into one comprehensive relationship manager that surfaces the histories of conversations and provides social context. It is available for iOS now. An Android version will be released this spring.
Oracle to Leverage AI, Machine Learning in Autonomous Cloud Platform
February 14, 2018
Oracle has demonstrated artificial intelligence and machine learning advances in the Oracle Cloud Platform at Oracle CloudWorld in New York. Autonomous capabilities for application development, mobile and bots, integration, analytics, security and system management are scheduled for availability in the first half of this year. Oracle announced a slew of new PaaS features and capabilities.
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.
To Win in the New Delivery Economy, Go to the Cloud
February 12, 2018
As Amazon sets consumer expectations for rapid delivery to the home, companies in nearly every industry have been recognizing that they must move to the cloud to keep pace. This means revamping their transportation and logistics systems to meet their customers' escalating delivery expectations. These rising demands have been fueling the growth of a new generation of cloud-based, SaaS solutions.
Document Management Revisited
February 5, 2018
The IT industry has been playing whack-a-mole since its inception. We've been applying sophisticated technology to our biggest business problems not once but repeatedly, as each new generation of technology offers and delivers order-of-magnitude improvements to our business processes. In some cases, we're on our fourth or fifth iteration of solutions.
SAP to Forge Stronger Links With $2.4B Callidus Buy
February 2, 2018
SAP has agreed to acquire Callidus Software for about $2.4 billion to improve back-office to front-office links. The transaction is expected to close in Q2 2018, subject to shareholder and regulatory approval and other customary closing conditions. SAP will get Callidus Software's CallidusCloud, which offers a full suite of sales performance management and configure-price-quote solutions.
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.
The Top 20 CRM Blogs of 2017: Countdown, Part 2
January 31, 2018
Where does the discipline of CRM begin? We have a good idea where the software fits, but where does its impact end? With a sale? With a customer saying good things about your company to other customers? With a repeat purchase? And does CRM contribute to these events alone, or is there a web of other activities that help drive these relationships -- and do we ever consider these things to be CRM?
Self-Service AI Aims to Grease the Wheels for B2B Sales Teams
January 26, 2018 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 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.
New Service Aims to Ease B2B Tech Purchasing Process
January 24, 2018
TechTarget has launched Deal ScoreCard, a quarterly report designed to help B2B technology executives make better purchasing decisions. Deal ScoreCard covers 20 technology product market segments across the storage, data center, cloud, and end-user computing enterprise technology markets. It leverages proprietary buyer-generated data across four categories.
The Top 20 CRM Blogs of 2017: Countdown, Part 1
January 22, 2018
Something very interesting is happening in the world of CRM blogs: CRM is becoming less and less of a subject. Oh, it's in there -- it's just being elbowed to the back of the stage by a whole host of other related disciplines and technologies. Customer experience, customer engagement and content marketing are vying with artificial intelligence, Internet of Things and bots to elbow ahead of CRM.
Infrastructure as an Anchor
January 18, 2018
Oracle's race to the cloud has offered multiple successes to its investors and some disappointment as well. No transition of this magnitude can be expected to run like clockwork, but the difference between revenues for Oracle's Software as a Service apps for last quarter, $1.1 billion, and those for its Infrastructure as a Service apps, at $396 million, should at least get you thinking.
New Google Service Makes Machine Learning More Accessible
January 18, 2018
Google on Wednesday released its Cloud AutoML Vision service in Alpha. It is the first in a planned series of Cloud AutoML services designed to help people with limited machine learning expertise build their own custom models using advanced techniques such as learning2learn and transfer learning. Learning2learn is a process for automating machine learning
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.
Namogoo CEO Chemi Katz: Malware Can Ruin the Customer Journey
January 12, 2018
When all goes well, the customer journey "ends with buying a product," said Chemi Katz, CEO of Namogoo. "Hijacking interferes with the customer's journey. It can be a pop-up that the company didn't put there, or something that will lead a customer out of the website. It's any interference that doesn't come from the e-commerce business itself, but from a third party."
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.
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How do you feel about accidents that occur when self-driving vehicles are being tested?
Self-driving vehicles should be banned -- one death is one too many.
Autonomous vehicles could save thousands of lives -- the tests should continue.
Companies with bad safety records should have to stop testing.
Accidents happen -- we should investigate and learn from them.
The tests are pointless -- most people will never trust software and sensors.
Most injuries and fatalities in self-driving auto tests are due to human error.
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