Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver real information. These announcements provide an insight into how that gets done...
The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, when we were just dabbling with mobility and social m...
CRM giant Salesforce has signed a definitive agreement to purchase enterprise communications platform Slack. "Together, Salesforce and Slack will shape the future of enterprise software and transform the way everyone works in the all-digital, work-from-anywhere world, said Marc Benioff, Chair and C...
It is often said that only a poor workman blames his tools and only an inferior vendor blames the customer for their troubles with a product. But too many user organizations just don't seem to be adopting CRM to the degree that it takes to be successful -- even after more than two decades of trying.
More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gai...
To survive in this new business reality, it is imperative that remote employees have the skills to succeed while away from their physical offices. How to do that effectively is a multifaceted process. CRM Buyer discussed that journey with Heather Caudill, senior vice president of relationship manage...
Last week my good friends Brent Leary and Paul Greenberg opened up their online show, CRM Playaz, to an executive roundtable discussion with some of the movers and shakers in our CRM world. Unfailingly, each speaker espoused the centrality of the customer and visibility through 360 degrees of custom...
Many businesses have bought into CRM, of course. It isn't an 80-billion-dollar industry for nothing. Still, there's a disconnect between the wonderful features and functions of new technologies and the realities of how companies use them -- or not. Only about a quarter of organizations use CRM appro...
Many of the workarounds that have kept old systems running have reached the end of the line. If people are already working in their cars, the gym or the bathroom, it's hard to see how things get any better without replacing systems. That requires a different approach for the customer. The old adage ...
A raft of new technologies that impact CRM are about to be announced, but even without the latest announcements due now through October, there's a realization that we're coming full circle. Oracle is making hardware sexy again, using it to drive new business models and to push its CX version of CRM;...
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I can't tell when apps use AI
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