Articles By Maria Minsker
This year will be the "year of purpose"—though many trends have carried over from last year, the differentiating factor in 2017 will be maturation. (Featured on SmartCustomerService.com.)
Posted 06 Jan 2017
The 2016 Consumer Experience Index survey conducted by Aspect finds that 44 percent of shoppers prefer to use chatbots rather than speak to a live agent, assuming that the automated assistant is capable of handling the request. (Featured on SmartCustomerService.com.)
Posted 16 Dec 2016
Chipotle founder and co-CEO Steve Ells admitted the company has underperformed in customer service, with roughly half of its 2,100 restaurants receiving C grades for service, but Ells said Chipotle is devoting "laserlike" attention to the situation. (Featured on SmartCustomerService.com.)
Posted 09 Dec 2016
According to a recent report from social customer service provider Conversocial, there's still a long journey ahead before customers fully trust social media as a primary channel for support. (Featured on SmartCustomerService.com.)
Posted 18 Nov 2016
Apple is rolling out an app to offer iPhone and iPad support directly on the devices, one that offers troubleshooting suggestions, connects customers with agents via phone, and enables live chats between customers and Apple's support team. (Featured on SmartCustomerService.com.)
Posted 11 Nov 2016
Freshdesk is continuing to expand its solutions beyond customer service, with fresh funding putting the company in a position where it has the flexibility to innovate, says Dilawar Syed, president at Freshdesk. (Featured on SmartCustomerService.com.)
Posted 04 Nov 2016
Twitter has released findings from a customer service study revealing that the manner in which customer service is delivered on Twitter plays a significant role in how much consumers spend. (Featured on SmartCustomerService.com.)
Posted 14 Oct 2016
Helpshift, a customer service platform for in-app support, is now offering Campaigns, a feature that arms companies with a more proactive approach to in-app customer service. (Featured on SmartCustomerService.com.)
Posted 11 Oct 2016
Next week's dedication to customer service is an opportunity for brands to treat customers to surprises, perks, and other engagements, but it should be about employee appreciation as well. (Featured on SmartCustomerService.com.)
Posted 30 Sep 2016
AI tools can perform certain tasks faster and more efficiently than people, but a recent customer service hiccup from travel planning company Skyscanner serves as a reminder that, however powerful it is, AI won't be a catch-all tool for customer support. (Featured on SmartCustomerService.com.)
Posted 09 Sep 2016
More than 1,500 Americans were asked by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics to evaluate companies across 17 industries. (Featured on SmartCustomerService.com.)
Posted 26 Aug 2016
App marketplace AppFoundry and developer portal DevFoundry have see rapid growth, with AppFoundry offering more than 100 customer experience apps and DevFoundry supporting over 250 users. (Featured on SmartCustomerService.com.)
Posted 12 Aug 2016
As brands increasingly strive to provide self-service options for customers to solve straightforward problems quickly and efficiently, contact centers are taking on new roles. (Featured on SmartCustomerService.com.)
Posted 29 Jul 2016
The company is continuing to roll out features dedicated to the social customer service space. (Featured on SmartCustomerService.com.)
Posted 08 Jul 2016
With its recently received $23 million in funding from Microsoft Ventures, Salesforce Ventures, and other investors, Helpshift plans to continue improving its in-app messaging customer service tool. (Featured on SmartCustomerService.com.)
Posted 13 Jun 2016
In an industry often criticized for poor customer satisfaction, T-Mobile rose to the top, beating out competitors AT&T, Verizon, and Sprint. (Featured on SmartCustomerService.com.)
Posted 03 Jun 2016
To deliver a more seamless cross-device experience for customers, Salesforce has introduced Snap-In SDKs for the Web and for mobile devices. (Featured on SmartCustomerService.com.)
Posted 27 May 2016
LiveNinja just secured $2 million in funding to continue developing a hybrid tool that brings together the best of both worlds. (Featured on SmartCustomerService.com.)
Posted 06 May 2016
Coveo for Sitecore Pro Cloud Edition aims to make search content more relevant for customers. (Featured on SmartCustomerService.com.)
Posted 29 Apr 2016
The new automated response system for customer support and e-commerce interactions can support text as well as images and links. (Featured on SmartCustomerService.com.)
Posted 15 Apr 2016
The redesigned help function within the app will tackle common questions and concerns and give riders easy access to passenger ratings. (Featured on SmartCustomerService.com.)
Posted 08 Apr 2016
A new study reveals that Millennials have a lower tolerance for customer service issues than Boomers, but also tend to value effective issue resolution more than their older counterparts. (Featured on SmartCustomerService.com.)
Posted 01 Apr 2016
The communications platform-as-a-service will enable businesses to simplify the way they communicate with customers. (Featured on SmartCustomerService.com.)
Posted 11 Mar 2016
Twitter updates its Direct Message capability with deep links, which enable users to send private messages to businesses quicker and more effectively. (Featured on SmartCustomerService.com.)
Posted 19 Feb 2016
The new app offers on-the-go CRM functionality to professionals that deliver service on-site. (Featured on SmartCustomerService.com.)
Posted 12 Feb 2016
For the second quarter in a row, L.L. Bean reigns supreme on Stella Service's benchmark report of retailers' customer service performance. (Featured on SmartCustomerService.com.)
Posted 05 Feb 2016
Mobile support is becoming a must-have when it comes to customer service, but are in-app support and service cutting it? (Featured on SmartCustomerService.com.)
Posted 22 Jan 2016
As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands
The faster the response, the more customers are willing to pay. (Featured on SmartCustomerService.com.)
Posted 18 Dec 2015
The social network is launching new capabilities to enhance the platform's customer service features. (Featured on SmartCustomerService.com.)
Posted 11 Dec 2015
Thanks to social media, customer reviews, and other tools that give consumers the power to shape the brand dialogue, companies have had to make significant improvements in the way they deliver service. (Featured on SmartCustomerService.com.)
Posted 04 Dec 2015
Smart giveaways, targeted messaging, and engaging social conversations make for meaningful event engagements
The brick-and-mortar shop aims not to compete with Amazon's online book sales, but to deliver a different kind of in-store experience. (Featured on SmartCustomerService.com.)
Posted 06 Nov 2015
Facebook Audience micro-segments let the gaming company boost retention rates
AppFoundry will be the only enterprise marketplace "focused 100 percent on service solutions." (Featured on SmartCustomerService.com.)
Posted 30 Oct 2015
Marketo's marketing automation plus Turn's advertising platform helped 3 Day Blinds pinpoint new customers.
Using the Adobe Digital Publishing Suite, Stryker cut down the cost and production time of marketing content.
Engaged employees make for more satisfied customers
A new loyalty platform brings in the dough off-season
New version expands reach beyond social to include email and phone capabilities.
Posted 08 Jun 2015
The new framework will extend InsideView solutions to a new set of customers.
Posted 03 Jun 2015
The solution enables marketers to scale personalization efforts.
Posted 01 Jun 2015
It's all about connecting devices, data, and development platforms
The goal management solution promises to be 'like FitBit for work.'
Posted 20 May 2015
New features include upgraded social tools and reporting dashboards.
Posted 18 May 2015
Emerging data sources present a set of unique challenges for data scientists.
Posted 13 May 2015
Most social relationship management platforms lack content recommendation and performance measurement capabilities.
Posted 11 May 2015
The collaboration will enable users to better hone their advertising campaigns.
Posted 06 May 2015
Customers no longer have to "sacrifice functionality" due to a limited integration.
Posted 04 May 2015
Add functionality and flair to traditional rewards-based structures
Trustpilot's review validation platform adds credibility to claims
The vendor prepares for an era where "the product is the marketing."
Digital Darwinism is unkind to those who wait.
The vendor touts updates to Adobe Experience Manager and announces acquisition of Tumri at the Adobe Summit in London.
Posted 29 Apr 2015
The cloud communications provider will now offer real-time queuing and dashboarding for the contact center.
Posted 27 Apr 2015
The integration makes user experience reporting available on a familiar interface.
Posted 22 Apr 2015
The solution aims to make employees more engaged and productive.
Posted 20 Apr 2015
A technological integration between the two complementary solutions will provide more data agility.
Posted 15 Apr 2015
InsideView Target customers can now build targeted lists for Marketo with one click.
Posted 13 Apr 2015
Proliferation of AR and VR devices will drive a new type of commerce.
Posted 08 Apr 2015
New connections will drive more personalized experiences.
Posted 06 Apr 2015
Business intelligence professionals must become agile change agents.
Posted 01 Apr 2015
With only 10 percent of companies integrating CX processes, Oracle makes integration a priority.
Posted 01 Apr 2015
The app delivers unique ad experiences through Brand Story and Discover platforms.
Marketing is an art, but capturing attention is a science.
The company turned to the platform's influencer community to generate buzz for a movie's premiere.
A symbiotic relationship is key to a successful business intelligence ecosystem.
The future of IT calls for boldness and a bimodal approach.
Posted 31 Mar 2015
The solution will deliver customized editorial content to subscribers' email inboxes.
Posted 25 Mar 2015
The tool offers predictive guidance for closing sales.
Posted 23 Mar 2015
The pricing optimization platform will give B2B users more control over price fluctuation.
Posted 18 Mar 2015
Updates include new omnichannel journey management capabilities.
Posted 16 Mar 2015
Amid inspirational celebrity messages, Adobe delivers solutions for the Internet of Things.
Posted 11 Mar 2015
The vendor prepares for an era where 'the product is the marketing.'
Posted 10 Mar 2015
The addition to the company's marketing platform will give users a wider view of content engagement.
Posted 04 Mar 2015
The solution is for customers that have ‘outgrown MailChimp, but are not yet ready for Marketo.'
Posted 02 Mar 2015
The 'right technology' helps Kohl's carry out a deep reorganization of its customer care team.
The veteran vendor is this year's comeback kid.
Oculus Rift, Facebook's $2 billion VR venture, could soon be a viable marketing channel.
To improve their market position, brands need to stand out.
Customers can now integrate disparate CRM, CMS, and DMP platforms.
Posted 25 Feb 2015
New Forrester report reveals marketers are guilty of 'check-the-box' digital planning.
Posted 23 Feb 2015
New platform enables customers to help each other with common support needs.
Posted 18 Feb 2015
New functionality will provide support agents with more customer context
Posted 11 Feb 2015
The solution delivers marketing tools while adhering to HIPAA regulations.
Posted 09 Feb 2015
New capabilities target visitors by IP address.
Posted 04 Feb 2015
The tear-jerking Nationwide ad was a close second, despite controversy.
Posted 02 Feb 2015
The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.
Great products require a combination of aesthetics and empathy.
Microsoft Dynamics CRM solution boosts email effectiveness and retention.
It takes much more than just knowing your customer's name.
Following staunch criticism from animal activists, GoDaddy has replaced its puppy-centered content.
Posted 28 Jan 2015
The interactive analysis was developed through a collaboration with Raab Associates.
Posted 26 Jan 2015
Built "from the ground up," the solution promises to eliminate silos.
Posted 21 Jan 2015
Enterprises must prepare to tackle inevitable breaches in 2015.
Posted 19 Jan 2015
The platform will be integrated into Teradata's Integrated Marketing Cloud.
Posted 15 Jan 2015
New features include email personalization and improved audience targeting
Posted 12 Jan 2015
The largest release in Parature's history includes more than 30 new features.
Posted 07 Jan 2015
Cybersecurity, social media, and mobile commerce will be major themes in 2015.
Posted 05 Jan 2015
Despite slow early adoption, the big data behemoth is here to stay.
Interactive game drives engagement—and sales—for the companies' cobranded DVD.
Reverse reviews hold customers accountable for their behaviors.
Brands must use data responsibly and strive to deliver highly personalized experiences. (Originally appeared on DestinationCRM.com)
Why Foundation Principles, not rules and policies, are the way to go.
In-person payments have the most growth potential.
Posted 24 Dec 2014
Added tools provide campaign scheduling capabilities and a follow-up recommendation engine.
Posted 22 Dec 2014
The solution brings native file integration to customer relationship management.
Posted 17 Dec 2014
Build-them-yourself app stores will provide more flexibility and opportunity for customization.
Posted 15 Dec 2014
Early adopters of the industry-specific apps include Citibank, Air Canada, and Sprint.
Posted 10 Dec 2014
Users can now incorporate self-service, ticket submission, and chats into apps.
Posted 03 Dec 2014
Despite slowing brick-and-mortar sales, online and mobile sales surge.
Posted 02 Dec 2014
A joint effort is designed to curb shipping slowdowns this year.
Smart technology investments are just the beginning.
When batch and blast no longer cut it for the outdoor grill manufacturer, AgilOne delivered a more targeted solution.
There's a fine line between giving and gimmick.
As Carlo's Bakery gets bigger and embraces new technology, the Cake Boss' business philosophy stays true to its roots. (This story originally appeared on DestinationCRM on October 24, 2014.)
The Hot Sheet reports weekly shopping trends and provides campaign tips.
Posted 26 Nov 2014
New solution helps businesses bring B2C selling capabilities into the B2B space.
Posted 24 Nov 2014
President and Vice Chairman Keith Block touts improvements to analytics, app-building, and customer-engagement capabilities. Plus, an exclusive video interview with Stephanie Buscemi, senior vice president of Salesforce.com's Analytics Cloud
Posted 20 Nov 2014
New tools leverage location-marketing and personalization functionality.
Posted 18 Nov 2014
The move reaffirms CEO Marissa Mayer's commitment to video content.
Posted 12 Nov 2014
SAP's Customer Engagement Intelligence Suite will be integrated with Facebook's Custom Audiences platform.
Posted 11 Nov 2014
Updated solutions bring together data from multiple channels at the right moment.
Posted 05 Nov 2014
The companies will focus on driving omnichannel engagement and breaking down silos between marketing and sales
Posted 04 Nov 2014
Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion.
But it must factor in how much customers are willing to pay.
Google's SEO algorithms are changing, with social media playing a big part.
New technology enables retailers to bridge the physical and digital divide for the holiday shopping season
Though new technology is tempting, marketers have to get back to basics.
Adobe DPS cuts production time and cost for the medical device company.
E-commerce is an unstoppable global force ripe with data.
Posted 29 Oct 2014
Brands must use data responsibly and strive to deliver highly personalized experiences.
Posted 28 Oct 2014
As Carlo's Bakery gets bigger and embraces new technology, Buddy's philosophy remains the same.
Posted 24 Oct 2014
The survey tool helps Zendesk users evaluate their customer relationships.
Posted 22 Oct 2014
New features deliver real-time analytics and help create personalized customer experiences.
Posted 20 Oct 2014
Greater demand for file-sharing capabilities drives integrations.
Posted 17 Oct 2014
The new platform provides sales reps with more contextual content.
Posted 13 Oct 2014
Developed by IBM's Ecosystem Partners, the apps "represent a new era of computing."
Posted 08 Oct 2014
New capabilities include Revenue Finder and Turnkey Actions.
Posted 06 Oct 2014
Oracle debuts Big Data Analytics, Big Data Discovery, and a new set of mobile app development tools.
Posted 01 Oct 2014
The advertising platform's interactive ads engage mobile gamers.
Eighty-five percent of B2B marketers can't attribute business value to content activity.
Good products are not enough to engage customers in the digital age. (Originally appeared on DestinationCRM.com)
Brands need to revise their digital, mobile, and call center strategies. (Originally appeared on DestinationCRM.com)
The new era of CX must bring sales, marketing, and service closer together.
Traditional linear content is out; personalized dynamic content is in.
Oracle's updated customer experience cloud promises deep integration and "extreme innovation."
Posted 30 Sep 2014
The new solution enables companies to incorporate mobile apps into customer journeys.
Posted 24 Sep 2014
The joint Verint-Kana cloud-based solution enhances customer engagement insight.
Posted 22 Sep 2014
Growing customer demand is behind the addition of a CRM system to HubSpot's marketing platform
Posted 17 Sep 2014
The solution helps sales teams predict quarterly sales through machine learning.
Posted 16 Sep 2014
New tool reduces scheduling conflict and streamlines campaign execution.
Posted 10 Sep 2014
OutMarket will cater to midsize companies' marketing needs.
Posted 08 Sep 2014
Apps support devices from Epson, Jawbone, Meta, Oculus, and Vuzix
Posted 04 Sep 2014
TMS solutions track customers' digital journeys so companies can automate appropriate actions.
Audience activation app helps the team better segment and target its Facebook followers.
Young hypertaskers prefer user-generated content to traditional media.
To compete in the services economy, organizations must satisfy four requirements.
How to close the gap between two pillars of business success
The new tool allows brands to make Instagram images shoppable.
Posted 27 Aug 2014
Mad Mimi's technology will enable GoDaddy's small-business customers to better connect with clients.
Posted 25 Aug 2014
The sports industry uses social media to connect with fans during slow periods.
Posted 20 Aug 2014
Brands need to revise their digital, mobile, and call center strategies.
Posted 19 Aug 2014
Good products are not enough to engage customers in the digital age.
Posted 18 Aug 2014
Pursway's new tool connects brands to customers' 'real-life' social circles.
Posted 13 Aug 2014
Most companies and government organizations fail to adequately protect consumers.
Posted 11 Aug 2014
An analytics-driven mobile calendar is the first tool released through the community.
Posted 06 Aug 2014
Companies' top priority is enabing 'seamless' customer experiences.
Posted 04 Aug 2014
With children going online more often, Internet advertising comes under scrutiny.
Reaching consumers in Latin America and Asia-Pacific requires local targeting.
It's all about adding utility to mobile moments.
The additional channel will expand social customer service capabilities for users.
Posted 30 Jul 2014
Though the market is young, Adobe and hybris emerge as early leaders.
Posted 28 Jul 2014
The solution gives sales teams access to powerful marketing tools on the go.
Posted 24 Jul 2014
Eighty-five percent of B2B marketers can't connect content activity to business value.
Posted 21 Jul 2014
At its Marketing Cloud Interact event, Oracle lays out its plans for leveraging LinkedIn as a marketing tool.
Posted 17 Jul 2014
The solution promises faster time-to-market and more effective digital asset optimization.
Posted 14 Jul 2014
The companies will collaborate on making structured and unstructured databases more accessible.
Posted 09 Jul 2014
With cloud platforms becoming increasingly complex. companies should strive for greater interconnectivity.
Posted 07 Jul 2014
New tools include deeply customizable reporting and visualization capabilities.
Posted 03 Jul 2014
As the roles of top executives evolve, new positions emerge to fill the gaps.
Companies must strive for deeper digital personalization.
The three-act approach is the new way to sell.
As new channels emerge, context-based marketing plays a crucial role.
Tag management vendor's data matching capability delivers a 10 percent conversion boost for the flash sale site.
Though not the majority, hypertaskers are the fastest-growing consumer group.
Posted 30 Jun 2014
Great experiences require a bold vision and deliberate design.
Posted 25 Jun 2014
Exceptional brand experiences stem from engaged employees.
Posted 24 Jun 2014
The latest release adds tracking and reporting capabilities, external content integration, and other features.
Posted 23 Jun 2014
Most viewers are checking email, texting, or interacting with Web sites and apps unrelated to what they are watching on television.
Posted 18 Jun 2014
A new OTA report names American Greetings the most secure e-commerce site.
Posted 11 Jun 2014
The set of six open-source applications enables developers to build custom enterprise apps.
Posted 10 Jun 2014
Customized messages range from embedded videos and live messages to timers and social media feeds.
Posted 04 Jun 2014
IBM launches SAP apps on Softlayer, opens a data center in Hong Kong, and updates Bluemix with DevOps.
Posted 02 Jun 2014
The management platform builds strong results across the workforce of a diverse architectural and engineering group.
Marketers need to take back control over brands' coupon strategies.
Adobe is emerging as a key marketing player, but still has a way to go before competing with the top dogs.
Solid strategy and great execution are just two sides of the long-term success triangle.
Cloud solutions for the insurance, utilities, and retail verticals promise more customer centricity.
Posted 28 May 2014
Companies need to rethink their approaches to transparency, personalization, and social interactions.
Posted 21 May 2014
Digital customer service success starts at the top.
Posted 20 May 2014
People, processes, and emerging technologies are driving the shift in big data.
Posted 15 May 2014
Traditional processing and modeling approaches 'just don't cut it anymore.'
Posted 14 May 2014
The integrated solution routes help desk voice interactions directly to customer support employees.
Posted 12 May 2014
SAP faces a choice between building a platform or keeping up with the cloud race.
Posted 05 May 2014
The new platform promises to tie together all of Oracle's recent acquisitions.
Posted 01 May 2014
Today's sales professionals must be quicker thinkers and learners.
Social Media Research Foundation takes a social snapshot.
What business schools are doing to better prepare your future employees.
Ad retargeter helps ticket aggregator's ad click-through rate rise to triple the industry average.
The new offering represents a 'consumerization of the cloud.'
Posted 28 Apr 2014
New tool enables salespeople to send highly personalized emails to hundreds of potential customers.
Posted 23 Apr 2014
Marketers must use personal interaction data to build a 'contextual marketing engine,' according to Forrester Research
Posted 21 Apr 2014
Curalate's solution derives insight from the 75 percent of Tumblr posts that contain no text.
Posted 16 Apr 2014
Marketers should embrace external, nonobvious sources to determine how buyers make purchasing decisions.
Posted 09 Apr 2014
Introduced at the Marketing Nation Summit, Marketo's solution features applications for real-time personalization, calendaring, and SEO optimization.
Posted 08 Apr 2014
The multiscreen solution will improve campaign targeting and delivery by measuring actual sales.
Posted 02 Apr 2014
Optimizely's A/B testing capabilities increase conversions by more than 600 percent.
The real answers to those burning questions about email, social media, mobile devices, and big data.
Estimated to generate more than $3 billion in 2014 alone, wearable technology units could skyrocket by 2020.
The seven simple principles every company needs to know.
The predictive analytics app provides a more holistic view of the sales pipeline.
Posted 31 Mar 2014
The majority of marketers expect their roles to change next year, but few know how to handle it.
Posted 26 Mar 2014
Adobe's innovations surround deeper Marketing Cloud integrations, the real-time enterprise, and mobile marketing.
Posted 25 Mar 2014
With the acquisition, Genesys aims to expand its social media engagement capabilities.
Posted 19 Mar 2014
As CIOs embrace new responsibilities, a chief digital officer role may emerge in the C-suite.
Posted 17 Mar 2014
Nimble's dossier-like Smart Summary feature provides a brief yet detailed snapshot of customer data.
Posted 12 Mar 2014
The SAP-Accenture partnership will accelerate the time to value for joint solutions.
Posted 10 Mar 2014
The solution is the first of several industry-specific offerings to be released.
Posted 05 Mar 2014
Integration promises to streamline publishing and management into a unified content creation process.
Posted 03 Mar 2014
The cryptocurrency gains momentum despite its value volatility.
A Stanford professor shares insights on the shift from relative to absolute consumer decision-making.
LigerMobile framework combines native app capabilities with cross-platform efficiency.
Posted 26 Feb 2014
BlueKai's data management platform will bring added personalization to Oracle's marketing programs.
Posted 24 Feb 2014
In its seventh edition, Customer Interaction Manager puts actionable insight in the hands of marketers.
Posted 19 Feb 2014
The platform promises results through synergy between organic search and Facebook ads.
Posted 12 Feb 2014
Thanks to pop-up windows and responsive design, email remains the top marketing channel.
Posted 10 Feb 2014
New platform will give advertisers deeper insight and enable a higher level of personalization.
Posted 05 Feb 2014
The updated platform enables marketers to better customize YouTube gadgets for in-video advertising.
Posted 03 Feb 2014
Generating roughly $300 million in 2013. AR apps are catching marketers' attention.
Merchants and banks tie sales to past purchase behavior.
Turn your customers' passion into a long-lasting brand relationship.
Along with mobile, new tools and technologies are changing email marketing—is your brand ready?
SimpleFeed's predictive publishing capabilities deliver a 53 percent lift in engagement
Savo attributes a 30 percent increase in new client engagement to new products and key partnerships.
Posted 29 Jan 2014
GoDaddy's Get Found solution will keep SMBs' contact information up to date.
Posted 27 Jan 2014
Marketers face pressure to justify budget increases with revenue results, a Forrester study shows.
Posted 22 Jan 2014
The investment doubles the data centers running on SoftLayer architecture.
Posted 20 Jan 2014
Salesfusion seizes 2013 momentum to continue expansion in marketing automation space.
Posted 16 Jan 2014
The combination will strengthen Adobe's marketing cloud offering.
Posted 15 Jan 2014
New platform promises to bring data discovery and analytics to business users, not just data scientists.
Posted 08 Jan 2014
The deal expands Verint's cross-selling opportunities within the customer service market.
Posted 06 Jan 2014
Lessons learned from Superstorm Sandy.
Capillary Technologies delivers results through consumer behavior intelligence and targeted time-focused campaigns.
Shep Hyken outlines Ace Hardware's secrets to going beyond 'satisfactory.'
Seven companies are named as top providers of social media marketing management.
Posted 23 Dec 2013
Aspera's capabilities will shrink large data file transfer time from hours to seconds.
Posted 19 Dec 2013
As SMS makes a comeback, OpenMarket's solution will extend Relevvant's deep personalization capability to mobile.
Posted 18 Dec 2013
The new cloud-based SecureMail promises government-level security.
Posted 16 Dec 2013
Marketo's acquisition means deeper integration for Insightera customers.
Posted 12 Dec 2013
A pioneer of Bitcoin-friendly software for retailers, 3dcart aims to make online selling more secure.
Posted 11 Dec 2013
Epsilon's research on Gmail tabs reveals failing click and conversion rates.
Posted 09 Dec 2013
The free survey delivers insight on content effectiveness.
Posted 04 Dec 2013
Consumers spent $1.7 billion less over the weekend than they did last year, but online and mobile sales grew by 15 percent.
Posted 02 Dec 2013
As minorities climb in social status, marketers must seize new opportunities.
How businesses can benefit from the latest technology innovations.
Oracle unveils an in-memory database at its annual OpenWorld conference.
Responsys helps the specialty online retailer boost productivity and revenue.
Winners Thom Kim and Joseph Turian did not submit a new app, accusers say.
Posted 25 Nov 2013
ExactTarget Marketing Cloud is part of the new Salesforce1 Customer Platform, which Salesforce.com rolled out on Day 1.
Posted 20 Nov 2013
A preview of Dreamforce 2013 and Salesforce.com's new Salesforce1 platform
Posted 18 Nov 2013
Demandbase's B2B Retargeting offers re-engagement opportunities through retargeted display ads.
Posted 13 Nov 2013
Adobe Campaign's new cross-channel marketing platform nixes email CPM pricing.
Posted 12 Nov 2013
Apmetrix's Mobile Ad Exchange will pay 85 percent of revenues back to publishers.
Posted 11 Nov 2013
Social, economic, and political changes are driving global trends.
Posted 07 Nov 2013
Social and mobile dominate digital marketing discussions.
Posted 06 Nov 2013
The newest version of Nimble's social relationship platform offers Nimble Contact Widget in Gmail and Outlook.
Posted 05 Nov 2013
SDL evaluates customer experiences on preferred media, shopping times, and buying behaviors.
Posted 04 Nov 2013
Marketers must keep messages short, energetic, and simple.
Boyd Gaming uses social infrastructure to nurture engaged advocates.
Postwire helps the software company attract higher-quality leads.
Incorporate the surprising psychology behind customer choice and loyalty.
It's more than listening; it's incorporating feedback into the enterprise.
Social CRM should be about people, not technology.
Emotional engagements are the key to cementing long-term customer relationships.
Server-to-Server integration sets new bar for data-driven cross-screen advertising.
Posted 30 Oct 2013
Pinterest's new partnership with Getty Images could open doors for advertisers.
Posted 28 Oct 2013
Day two speakers deliver lessons on leadership and provide insight on millennials in the workforce.
Posted 25 Oct 2013
Six in ten consumers see an improvement in personal communications from businesses.
Posted 25 Oct 2013
On the first day of SAS's Premiere Business Leadership Series, SAS CEO Jim Goodnight talks up the company's support of education.
Posted 23 Oct 2013
Compendium will integrate with Oracle's marketing automation unit, Eloqua.
Posted 21 Oct 2013
The new partnership will bring Social Insights to the cloud-based Microsoft Dynamics CRM Online service.
Posted 21 Oct 2013
The Digital Edition helps marketers transition to automated email campaigns.
Posted 17 Oct 2013
HP Digital Marketing Hub will enable delivery of personalized content based on real-time analytics.
Posted 16 Oct 2013
Bread employees will join Yahoo! to work on new solutions for social and mobile advertisers.
Posted 14 Oct 2013
Saleslogix Mobile 3.0 gives users a complete, fully customizable mobile CRM solution.
Posted 09 Oct 2013
New name emphasizes focus on real-time, personalized cross-channel marketing.
Posted 09 Oct 2013
The investment is earmarked to help meet increased demands in data-driven marketing technology.
Posted 07 Oct 2013
Marketo users can now auto-qualify and enhance Web leads.
Posted 02 Oct 2013
Improve customer engagement with real-time marketing.
It's not just about the coffee.
Nearly a third of marketing emails are viewed—a major increase compared to recent years.
Ninety-four percent call it crucial for customer data integration.
Curalate helps Michaels launch image-centric promotion.
Retention Science helps BikeBerry engage and keep customers.
The real-time audience discovery platform will help marketers leverage big data.
Posted 30 Sep 2013
In the age of the empowered consumer, customer experience teams need to "step it up."
Posted 25 Sep 2013
Company introduces Cloud Marketplace, new Sales Cloud capabilities.
Posted 24 Sep 2013
New option means databases can process billions of rows and columns at "ungodly speeds."
Posted 23 Sep 2013
Data has no value unless you mine it quickly and effectively.
Posted 23 Sep 2013
Personalization will help ExactTarget customers increase Web conversion rates.
Posted 19 Sep 2013
The platform reinvents the traditional social media command center.
Posted 18 Sep 2013
Silverpop customers now have access to key marketing campaign performance analytics.
Posted 16 Sep 2013
Updates to solutions help guide sales reps through buying cycle.
Posted 16 Sep 2013
Company says Web site content has only 10 percent to 20 percent chance of success.
Posted 11 Sep 2013
The company renames Chatterbox and leverages its EntropySoft acquisition.
Posted 09 Sep 2013
The marketing automation company hires Christian Nahas as new CEO.
Posted 04 Sep 2013
With no one-size-fits-all solution, companies strive to stand out to core customers.
Marketers and consumers are on different pages when it comes to email marketing effectiveness.
Expressing genuine interest in customers is key to extraordinary service.
Nearly half of marketing executives don't use big data to understand customers.
New tools improve connectivity between ERP and CRM operations.
Posted 28 Aug 2013
Survey finds that one-third of marketers' budgets are expected to rise by 75 percent.
Posted 26 Aug 2013
Roughly 50 percent of companies are unsuccessful at social CRM.
Posted 21 Aug 2013
Social CRM should be about people, not technology.
Posted 20 Aug 2013
Consumers' reviews are honest, and their feedback counts.
Posted 19 Aug 2013
Consumers with a strong passive-stage bias consider fewer brands, MEC study shows.
Posted 14 Aug 2013
Time spent on mobile retail sites is up 400 percent since 2010.
Posted 12 Aug 2013
Improvements and added functionalities shift company focus to SMBs.
Posted 07 Aug 2013
New responsibilities extend beyond their original skill sets and training.
The customer holds all the answers.
OpenView gains access to key business analytics and benchmarking tools
Posted 31 Jul 2013
Company strengthens its cloud CRM package targeted email tool.
Posted 29 Jul 2013
Fifty-eight percent say they would like more promotional offers.
Posted 24 Jul 2013
Smartphones make up 56 percent of all devices currently in use.
Posted 22 Jul 2013
Platform brings marketing technologies and data together.
Posted 17 Jul 2013
New partnership creates a ‘world-class' marketing platform.
Posted 15 Jul 2013
Ninety-four percent call it crucial for customer data integration.
Posted 10 Jul 2013
Partnership promises to bridge the gap between consumer insights and marketing analytics.
Posted 08 Jul 2013
Rates rose to 31.1 percent, a major increase over recent years.
Posted 03 Jul 2013
Email marketing strategy promises to deliver better customer engagement.
Posted 01 Jul 2013
Acquisition adds strength to Adobe's Marketing Cloud.
Posted 28 Jun 2013
Visible Intelligence helps marketers measure effectiveness of social campaigns.
Posted 26 Jun 2013
RingRevenue, MarketStar services now available to Marketo users.
Posted 26 Jun 2013
Firms must reframe their approach to meet new market challenges.
Posted 26 Jun 2013
Saleslogix CRM software now available for in-field users.
Posted 25 Jun 2013
Forrester urges firms to tailor their CX approach to connected customers.
Posted 25 Jun 2013
New report says business is becoming mobile-centric.
Posted 24 Jun 2013
Geoscape Intelligence System (GIS) Canada provides actionable insights to reach multicultural consumers.
Posted 19 Jun 2013
Solution enables real-time lead tracking and management.
Posted 17 Jun 2013
Forty-five percent of executives don't use big data to understand customers.
Posted 12 Jun 2013
With new investment, company plans to focus on developing markets.
Posted 10 Jun 2013
Solution unifies social media and paid campaign data in real time.
Posted 05 Jun 2013
New study suggests CRM vendors should take notice.
Posted 03 Jun 2013
Software provider extends Optify Connect to small and mid-sized businesses.
Posted 29 May 2013
More than 70 percent of brands and agencies surveyed plan to spend more on it next year.
Posted 23 May 2013