Analytics

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 wa...

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...

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 tha...

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 ...

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 doi...

The American Civil Liberties Union recently uncovered evidence that led Twitter, Facebook and its Instagram subsidiary to stop sharing data with Geofeedia, a firm accused of improperly collecting social media data on protest groups, and sharing that information with numerous law enforcement agencies...

"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 a...

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 base...

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 gro...