Analytics

"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 th...

Back in 1993, every company had to have a website because it was the thing you did! A website was 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. Within about 18 moths, though, ev...

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'...

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," he continued. "It's giving a name to something people already do, and it creates...

The new president is making almost the identical mistake President Obama made during his first two years. Trump has picked a major entitlement to hang his hat on -- the same major entitlement, healthcare -- and shortly will discover what most CIOs know: You don't mess with anything that touches ever...

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...

OpenMethods on Tuesday announced integration with Next Caller's Advanced Caller ID database. The integration 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 cust...