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Salesforce.com
The Landmark @ One Market
San Francisco CA 94105
US

PH: 1-800 NO-SOFTWARE
Visit their Web site: www.salesforce.com
 
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With Salesforce you can close deals, service customers and deliver 1:1 marketing campaigns from anywhere. Our social and mobile cloud technologies — including our flagship sales and CRM applications — help companies connect with customers, partners, and employees in entirely new ways. And thanks to the cloud, all of it comes with low cost, low risk, and fast results. 

Product Description
Sales Cloud: Sales Force Automation and CRM

From the small business to the large enterprise, building connections is the key to winning sales. With Sales Cloud your team can easily connect to customers, employees, partners, and products — that means closing deals from anywhere is fast and easy. See why Sales Cloud is the world’s #1 sales application. And why our 100k+ customers experience a 32% increase in productivity.

See the #1 CRM Application in action >

See why Salesforce is for small businesses>

Test drive the application now>

 

Service Cloud: Customer Service, Support, and Help Desk

Built on the Salesforce1 Platform, Service Cloud allows you to deliver revolutionary customer service from anywhere, anytime, on any device. So you can embed one-touch service directly into products. It’s the full power and functionality of Service Cloud wherever you are.

Whether you're on your desktop or on the go, you have everything you need to be more productive, resolve more cases, and satisfy your customers.

Get a Quick Peek into the Service Cloud App>

 

Salesforce1 Platform: Application Development

Turn your ideas into apps, fast, with the world's #1 cloud platform. Connect customers, partners, employees, and the next generation of apps and devices with the Salesforce1 Platform.

Get a demo of the #1 cloud platform>

 

Whitepapers, Archived Webcasts and Sponsored Content
  • CRM Handbook
    A growing business needs a good Customer Relationship Management (CRM) application. It helps you manage critical customer information in one place — and gives you a complete view of your business. You’ll gain key business insights that help you close more deals, boost sales, and improve forecasting accuracy. But is now the right time for you? Download the free CRM Guide.
  • E-book: 6 Secrets to Exceptional Customer Service
    Imagine the loyalty and return business you could build by delivering customer service that exceeds customer expectations every time. In this free e-book, see what you need to do to give customers what they want.
  • E-book: Secrets to Business Growth
    In this e-book, you’ll get tips from three successful entrepreneurs on how they were able to grow their businesses, keep up with that growth, and turn around a stunning ROI.
  • Salesforce1 Platform: App Guide and Gallery
    What could you do with new APIs and mobile services from the Salesforce1 Platform? This guide shows you: 9 Examples of Customer Apps built on the Salesforce1 Platform, over 70 app ideas arranged by industry that you could build, today, and a list of 14 partner apps created on the Salesforce1 Platform in the AppExchange.
This company is listed in the following categories:
AnalyticsChannel ManagementConsumer Packaged GoodsCustomer Service/Call Centers
Enterprise CRMFinancial Services/BankingGovernmentHealthcare
InsuranceIntegrationManufacturing/AutomotiveMarketing Automation
Non-profitPharmaceuticals/ChemicalsProfessional ServicesRetail
Sales AutomationSMB/Mid-market CRMSocial CRMSports/Entertainment
TechnologyTelecommunicationsTransportationTravel/Hospitality
Articles Mentioned
The 2014 CRM Market Awards
The 2014 CRM Rising Stars
The 2014 CRM Elite
GetFeedback for Salesforce Desk.com Launches
GetFeedback for Desk.com delivers an integrated customer feedback system.
Exposing (and Correcting) the 3 Biggest Customer Service Myths
What you don't know about your customers might surprise you.
Salesforce.com Launches Salesforce1 Sales Reach
The solution gives sales teams access to powerful marketing tools on the go.
Viralheat Granted Patents for Sentiment Analysis and Lead Identification Software
New patents let users mine social media for sentiment and lead generation.
Host Analytics Launches Host Analytics Sales Planning
New cloud-based application streamlines sales forecasting and planning.
Apple and IBM Forge Global Partnership to Transform Enterprise Mobility
IBM and Apple will collaborate on a number of industry-specific mobile applications and bring more Apple iOS devices to the business world.
Pair Live Chat with Helpdesk/CRM Software
Combining the two can unlock both solutions' full potential.
Medallia Releases Medallia for Salesforce
Medallia's new cloud-based customer experience management app is now available of the Salesforce1 AppExchange.
Oracle Announces LinkedIn Support, Touts Key Updates to Social and Marketing Clouds
At its Marketing Cloud Interact event, Oracle lays out its plans for leveraging LinkedIn as a marketing tool.
Lyris Launches Three Digital Marketing Apps for Its Customer Communications Platform
The mini apps are built to connect and extend Lyris capabilities across the enterprise.
Selligy Introduces Advanced Revenue Management Capabilities to Its Mobile CRM
Selligyadds reporting and forecasting features to its mobile CRM application.
Finding the ROI in Media Spending
Connect investments and processes to gain measurable results.
TinderBox Brings New Productivity Solutions to Microsoft Dynamics Marketplace
TinderBox has integrated its sales automation solution with Microsoft Dynamics CRM.
Cirrus Insight Releases iOS Mobile App
New iOS email app makes multitasking possible for business people inside their mobile inboxes.
Salesforce.com Launches Reports and Dashboard for the Salesforce1 Mobile App
New tools include deeply customizable reporting and visualization capabilities.
The Road to Omnichannel Marketing Success
As new channels emerge, context-based marketing plays a crucial role.
4 Ways to Master Omnichannel Selling
Salespeople must track the customer journey across multiple channels and be more collaborative than ever.
The Impact of the Mobile Boom on Data-Driven Marketing
Tips for capitalizing on a treasure trove of information.
Salesforce1 for Retail Launched to Address Industry-Specific Challenges
Mobile clienteling and communities solution will help retailers connect with customers.
LiveHive Releases Sales Collateral Analytics for Gmail
New integration with Google's Gmail tracks email views and file shares.
Cirrus Insight Launches Email Tracking, Analytics
Users can now turn to Cirrus to report on email opens and Salesforce.com events.
Seismic Updates Its Sales Enablement Software
The latest release adds tracking and reporting capabilities, external content integration, and other features.
FirstRain Introduces Personal Business Analytics for Salesforce1
FirstRain's Personal Business Analytics for Salesforce1 will be generally available next month.
gUnify Launches Salesforce Connector for BroadSoft and Google Chrome
gUnify Salesforce Connector integrates Salesforce CRM information with BroadSoft's hosted unified communications platform and Google Chrome with IP connected devices.
PeopleLinx Integrates Social Selling with Salesforce
Enterprises can now combine CRM with PeopleLinx's social marketing and sales platform.
Salesforce.com Delivers the Next Generation of Desk.com
With a new intelligent agent console, mobile app, and reporting engine, small businesses can now deliver customer service anytime, anywhere.
Salesforce.com Enters the Wearables Market with Salesforce Wear
The set of six open-source applications enables developers to build custom enterprise apps.
Blackbaud Launches Luminate CRM on Salesforce1 AppExchange
Blackbaud's Luminate CRM is geared specifically for mid-size, enterprise-level nonprofits,
Microsoft Updates Dynamics CRM
Microsoft's latest Dynamics CRM release combines new marketing, social listening, and customer care capabilities with the power of productivity.
Varsity Sales Squad Racks Up Points with LevelEleven App
Contest app helps increase sales and encourage best practices for cheerleading apparel company.
What's Customer Engagement Again?
More than just a buzzword, it's key to retaining today's digital customer.
Finding the Soft Edge
Solid strategy and great execution are just two sides of the long-term success triangle.
Microsoft and Salesforce.com Announce Strategic Partnership
Industry leaders to deliver new solutions and mobile experiences for mutual customers.
Salesforce.com Foundation Unveils Salesforce1 for Nonprofits
New solutions offer tools for program management, community engagement, marketing communications, and fundraising.
Can You Afford the High Cost of Unready Leads?
Defining your ideal customer is key.
Salesforce.com Launches New Salesforce1 Mobile App with Summer '14 Release
The new Salesforce1 Mobile App offers more than 30 new features in a single business app.
Looker Improves Visualizations, In-Browser App Development
BI product update will help move Looker upmarket.
Salesforce.com Introduces Salesforce1 for Financial Services
Salesforce.com unveils lead and referral engine for retail banking as the first in a series of financial services solutions.
Salesforce.com Introduces Salesforce1 Heroku Connect
With new synchronization technology that connects Salesforce1 and Heroku, any company can now build the next generation of engaging customer apps
Xactly Releases New Mobile Access for Sales
The integration of Xactly and Salesforce CRM on any mobile device powers sales with vital data;
ExactTarget's Social Studio Combines Features of Radian6 and Buddy Media
New social interface is part of Salesforce.com's Exact Target Marketing Cloud.
Retailers Bring the Digital Experience In-Store
Using smartphones, tablets, and creative displays, retailers can give consumers the best of both worlds.
Use Desktop Analytics to Improve Your Servicing Environment
Adoption of these solutions is poised to take off over the next few years.
Salesforce ExactTarget Marketing Cloud to Deliver LinkedIn Sponsored Updates
New deal empowers marketers to manage, track, and improve ROI for LinkedIn Advertising.
Salesforce.com Launches Salesforce1 Service Cloud SOS
Service Cloud SOS provides instant access to agents through a help button positioned inside a mobile app.
LiveOps Brings LiveOps Voice Advantage and LiveOps Outbound Advantage to Salesforce1 AppExchange
LiveOps Voice Advantage and LiveOps Outbound Advantage deliver phone and dialing capabilities within Salesforce.com.
Ifbyphone Introduces Spring 2014 Release
Ifbyphone's Spring 2014 Release enables marketing and sales teams to monetize and manage the surge of inbound calls from smartphones.
Constant Contact Launches Toolkit for SMB Marketing Automation
Constant Contact's Toolkit offering lets businesses see how campaigns are doing.
LiveHive Integrates with Salesforce CRM
The integration of LiveHive with Salesforce.com lets users share, track, and organize sales content and prospect engagements in one place.
Salesforce ExactTarget Partners with Datalogix
The partnership between ExactTarget's Marketing Cloud and Datalogix seeks to increase the impact of social advertising campaigns.
CorvisaCloud Releases Flexible Product-Plus-Platform Solution
Cloud contact center software users can customize the product in the same environment.
IBM Acquires Marketing Automation Player Silverpop
The deal is the latest in a series of acquisitions in the marketing automation space.
Backupify for Salesforce Now Offers One-Click Restore
New Backupify Restore function gives users a one-click cloud-to-cloud backup of Salesforce data.
Invoca Releases Invoca Signal
Invoca Signal brings marketing automation capabilities to inbound phone calls.
Salesforce.com Realigns Around Six Industries
Salesforce's new industries strategy will focus on delivering solutions for key verticals.
SalesClic Is Just the the Ticket for Better Sales Forecasts
ShowClix shortens sales cycles and improves forecasting with SalesClic.
Marketo Adds C9's LeadMap to LaunchPoint Ecosystem
The predictive analytics app provides a more holistic view of the sales pipeline.
Tactile Launches with a Sales Data Sync Platform
Founded by a former Salesforce.com executive, Tactile debuts Tact, a mobile app that syncs sales data from multiple sources.
Spanning Releases Backup for Salesforce.com
Spanning's cloud-to-cloud Backup for Salesforce is now available on Salesforce AppExchange.
Gagein Introduces Gagein for Salesforce on the App Exchange
Gagein for Salesforce identifies company news that could affect a sales call.
Brainshark Integrates with Salesforce's Work.com
Brainshark's sales performance tool available on Salesforce1 AppExchange.
Vocus Evolves Its Marketing Suite
Spring 14 Vocus Marketing Suite updates include Salesforce.com integration, automated communications workflows, customized lead scoring, and integrated analytics.
LevelEleven Makes User-Targeted Changes to Compete App
Contest creation is now easier and more robust.
The 2014 CRM Service Leaders
The 2014 CRM Service Elite
Integrating Social Media with Sales Strategy
Three tips for building strong relationships.
SAVO Releases CRM Opportunity Pro for Microsoft Dynamics CRM
The updated application expands CRM integration and provides additional resources, guidance, and insights to sales reps.
Ifbyphone Launches Call Tracking and Phone Lead Management on Salesforce AppExchange
Ifbyphone's Newest app captures the exact lead source of inbound calls and displays it to agents before they answer the call.
Azuqua Creates Connections, Value Among Multiple SaaS Applications
Start-up offers cloud-based business process optimization.
IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange
IntelliResponse's virtual agent technology is now integrated with the Salesforce1 Service Cloud.
Intelliverse Enhances Sales Automation Solution with Click-to-Dial Outbound Calling
New cloud-based outbound calling app improves sales organizations' prospecting efforts, reporting capabilities, and performance.
ShoreTel Releases New Salesforce.com Integrations
ShoreTel for Salesforce and ShoreTel Sky for Salesforce, integrating Salesforce.com applications and the ShoreTel phone systems, ShoreTel Workgroups, and ShoreTel Sky Contact Center.
GetFeedback.com Unveils GetFeedback for Salesforce
GetFeedback for Salesforce lets users create mobile-ready surveys that integrate customer feedback directly into Salesforce.com applications.
Zilliant Rolls Out SalesMax OnDemand
Standalone interface is designed to improve user experience.
CRM in the Age of Customer Engagement
When definitions are in flux, flexibility is key.
Lattice Engines Helps Mindjet Identify Top Prospects
Software collaboration sales team focuses on highest quality leads with Lattice's Predictive Lead Scoring.
The Future of Email Marketing
Along with mobile, new tools and technologies are changing email marketing—is your brand ready?
Sales Management Tools and Trends to Watch
How to transform selling through coaching, collaboration technology, and sales analytics.
Intelliverse Introduces Social Media Lead Generation Solution
Intelliverse brings together social media and sales automation with new Lead Generation app.
Cirrus Insight Brings Zendesk, Desk.com, and Quickbooks to Gmail
Customer service and accounting applications can be accessed from within Gmail.
MicroStrategy Releases New Mobile Analytics Apps
MicroStrategy Analytics App for iPad and Analytics Express for iPad are just some of the platform provider's newest releases.
Full Circle CRM Launches Easy Campaign Member Status
Full Circle's Easy Campaign Member Status is a marketing tool to streamline campaign creation and maintenance for marketers.
Brainshark Releases Analytics Dashboard, Sales and Marketing Clouds
The visual interface for Brainshark's new analytics dashboard features more robust analytics in a central location.
WhatCounts Adds Salesforce Integration to Its Email Marketing Platform
WhatCounts Winter 2014 release also includes a new interface with tools to build relaztional tables and create segmentation rules.
Starmount Releases Version 3.0 of Its Omnichannel Customer Engagement Platform and Mobile Selling Solutions
Key features of Starmount Connect and Engage 3.0 include clienteling and integration to leading solutions for omnichannel commerce.
Cirrus Insight Brings Automated Calendar Scheduling to Salesforce and Gmail
New plug-in brings merges calendars and appointments with Salesforce customer data in Salesforce.com.
Encouraging Brand Advocacy
Five components of a better customer engagement system.
Salesforce.com CEO Marc Benioff Details Vision for Salesforce1
Kicks off Salesforce1 world tour with demos, context for new platform.
Microsoft Dynamics CRM Strengthens Offerings With Parature Acquisition
Agreement will add cloud-based customer service offering to Microsoft Dynamics CRM.
Information Technology Purchases to Grow 6 Percent in 2014
Forrester report predicts hottest categories will be SaaS and analytics.
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Integrating Social Media Is a Strategy for Success
Expand your insights with a hub and spoke model.
Forrester Releases Wave Report on Social Media Marketing
Seven companies are named as top providers of social media marketing management.
Roambi Moves Flow into the Cloud
The data visualization publishing product is expanded to make sharing even easier.
More Companies Embrace Inside Sales Strategies
Study reveals the reasons behind increasing deployments of inside sales teams.
GetFeedback.com Launches, Offering a New Survey Platform
Two former Salesforce.com executives launched startup GetFeedback.com today to help companies design and administer online surveys.
Cisco Systems Turns to Radian6 to Unify Its Social Presence
Social listening tool lets the technology product and service provider focus on actionable data.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
Cirrus Insight Launches Mobile App to Bring Salesforce.com into Inbox
Users can perform Salesforce.com functions while checking email on the go.
Salesforce.com Addresses Claims of Cheating at Dreamforce's $1 Million Hackathon
Winners Thom Kim and Joseph Turian did not submit a new app, accusers say.
Other Companies Shared the Dreamforce Spotlight
With 135,000 attendees, Dreamforce made for a great launching pad for companies besides just salesforce.com.
At Dreamforce Day 2, Salesforce.com Delivers New Salesforce1 Service Cloud
Powered by the new Salesforce1 Customer Platform, 1 Touch Service allows companies to build and embed service within any product, app, or experience.
At Dreamforce Day 2, Salesforce.com Unveils the Salesforce ExactTarget Marketing Cloud
ExactTarget Marketing Cloud is part of the new Salesforce1 Customer Platform, which Salesforce.com rolled out on Day 1.
InsideView Adds InsideView Clean and InsideView Target to Increase Database Accuracy and Marketing ROI
New products give marketers clean, accurate marketing data.
At Dreamforce Day 1, Salesforce.com Introduces Salesforce1
Salesforce1 is the new social, mobile and cloud customer platform built to transform sales, service and marketing apps
Salesforce.com Plans to Unveil Salesforce1 at Marc Benioff's Dreamforce 2013 Keynote
A preview of Dreamforce 2013 and Salesforce.com's new Salesforce1 platform
KiteDesk Releases Launches Social Sales App
Salesforce.com users can use KiteDesk to access email, social, CRM, marketing automation, and external data from anywhere on the Web.
Nuiku Launches Virtual Assistant App for Sales
The voice-enabled Nuiku virtual assistant lets salespeople access information on the go.
Mobile CRM Start-Up Selligy Closes $2.8 Million in Funding
Salesforce.com, Draper Fisher Jurvetson among the investors
Qvidian Releases New Versions of Sales Playbooks and Sales Analytics
Newest release introduces advanced capabilities for building more dynamic playbooks to improve sales execution.
Medallia Expands B2B Offering with 360-Degree Account Management Reporting
Additional enhancements, including CRM integration, closed-loop workflows, and revenue impact analysis, are also showcased in new release.
SugarCRM Introduces Sugar UX Solution
Redesign aims for user-friendly changes.
TrustSphere Launches Messaging Intelligence for Salesforce on Salesforce.com’s AppExchange
TrustSphere leverages the power of CRM analytics to deliver sales insights and collaborative selling capabilities for salesforce.com customers.
Zilliant Builds SalesMax Connect on the Salesforce.com Platform
SalesMax is now integrated with Salesforce.com's Sales Cloud.
Birst Releases Recurring Revenue Solution Accelerator
The Recurring Revenue Solution Accelerator delivers actionable analysis to help subscription-based businesses drive renewals, reduce churn, and grow new revenue.
Gainsight Unveils Next-Generation Customer Success Management Platform
Gainsight unlocks the power of customer data in the $500 billion subscription economy.
SAVO Launches CRM Opportunity Pro on Salesforce.com's AppExchange
Companies can now accelerate sales opportunities through the Salesforce Sales Cloud integration.
Velocify Releases Lead Manager on Salesforce.com's AppExchange
Activity prioritization feature is designed for high-velocity sales teams.
Enterprise Hive Announces Community Integration with Salesforce.com
The integration enables HiveSocial for Customer Service community conversations to be escalated into Salesforce Service Cloud.
Intelliverse IntelliConnection Now Integrates with Marketing Automation Solutions
Marketing automation integration within IntelliConnection Enterprise bridges the gap between lead generation and closed sales.
Salesvue Introduces Prospect-to-Pipeline Partners Program
Prospect-to-Pipeline seeks to help to turn the art of sales prospecting into a science.
CorvisaCloud Introduces Expanded Cloud Contact Center Platform
The new CorvisaCloud boasts several new features and deep Salesforce.com integration.
Mutare Expands Its Contact Center Analytics and Reporting Solutions
The expanded practice includes contact center and unified communications platforms from Cisco, Avaya, Salesforce.com, and Genesys.
Leadspace Integrates with Marketo to Boost B2B Lead Conversion
Marketo users can now auto-qualify and enhance Web leads.
FirstRain Launches Customer Insights on Salesforce.com's AppExchange
Expanded solution allows FirstRain to further tap into social and mobile cloud technologies to help businesses accelerate their customer company transformation.
CRM and Knowledge Management: Balancing Information and Insight
Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.
Salesvue Launches Prospecting-To-Pipeline Solution on Salesforce.com's AppExchange
Customers can now use prospecting tools within Salesforce to help increase the daily call volumes of any sales team.
InsightSquared Launches Sales Leaderboard App
Visual gamification app for Salesforce.com, empowers managers to boost sales team performance.
Sitefinity Connects to Marketo and Salesforce.com
Web content management system delivers personalized Web experiences for Marketo and Salesforce.com.
Simplify360 Announces Integration with Salesforce.com
Update will let companies create leads or cases from social media conversations.
ExactTarget Expands Email Marketing Products
Expanded Email Marketing Suite will integrate predictive content, mobile optimization, and automation for data-driven campaigns.
ExactTarget Expands Mobile Marketing Suite
Adds location-based messaging, MMS, and rich push notifications.
ExactTarget Introduces Journey Builder for Digital Marketing
Application to allow marketers to create, automate, and optimize campaigns with real-time capabilities.
Salesforce.com and Workday Deepen Strategic Partnership
The partnership will result in a comprehensive solution for running enterprises in the cloud.
inContact Upgrades Cloud Contact Center Software
Enhancements include new outbound offering, intuitive Salesforce.com agent interface, mobile supervisor applications, and expansion of its Cloud API set.
Full Circle CRM Partners with Silverpop
Silverpop customers now have access to key marketing campaign performance analytics.
LevelEleven Secures $2 Million in Additional Venture Financing
Salesforce.com is among those to invest in the gamification solutions provider.
Salesforce.com Unveils Salesforce Files
The company renames Chatterbox and leverages its EntropySoft acquisition.
The Mobile CRM R(evolution)
New options move focus from convenience to performance.
Mobility, Collaboration Mark Enterprise Evolution
Businesses are taking a cue from the consumer world.
Point N Time Software Unveils Meeting Mapper for iPad
Meeting Mapper for iPad Notes and Activities can be synced to Salesforce.com with the touch of a button using the new Instant Sync feature.
Infor Delivers New Inforce Technology
New tools improve connectivity between ERP and CRM operations.
Transera Deepens Its Salesforce.com Integration
Customer data can now flow from Transera into Salesforce and appear on the agent's screen.
Cirrus Insight Brings Salesforce Tasks into Gmail
New integration lets users carry out tasks in Salesforce without ever leaving Gmail.
Broadview Connects Cloud-Based Phone System with CRM
The CRM Connector integrates OfficeSuite with Salesforce.com and other leading CRM applications.
Salesforce Announces New Performance Edition
Performance Edition will combine Sales Cloud, Service Cloud and Salesforce Platform with Data.com, Work.com, Identity, Live Agent, Knowledge and additional sandbox functionality in a single solution.
Collaboration Makes Good Sales Great
World-class organizations leverage teamwork to be more successful.
The 2013 CRM Elite
The 2013 CRM Rising Stars
The 2013 CRM Market Leaders
Salesforce.com Launches New Salesforce Chatter Mobile
With the fourth generation of Chatter Mobile, employees will be able to edit records, view dashboards and take any business action.
ExactTarget Launches HubExchange App Marketplace
Platform brings marketing technologies and data together.
Salesforce.com Delivers Sales Performance Accelerator
Sales Performance Accelerator combines Salesforce.com's Sales Cloud, Data.com, and Work.com.
Salesforce.com Finalizes ExactTarget Acquisition
New partnership creates a ‘world-class' marketing platform.
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Miller Heiman Upgrades Its Sales Tools to Accomodate Mobile Devices
Software upgrade enables salespeople to access and update opportunity management data through digital and mobile platforms.
Oracle and Salesforce Enter a Strategic Partnership
Both companies agree to integrate Salesforce.com and Oracle clouds.
Jive Software Steps Up Mobile Strategy
Interest in enterprise collaboration fuels product development, integrations.
Marketers Sound Off on Digital Enterprise Issues
Is traditional marketing fundamentally "broken"?
Salesforce.com "Doubles Down" on Marketing
Omnicom Media Group taps cloud vendor for agency network.
engajer Video Platform Now Integrated with Leading CRM Software
Sales pros can now import, filter, and select CRM contacts for video campaigns.
Gigya Revs Up B2C Data Management
Launches Connected Consumer Management Suite
SAP Eyes B2C Commerce in Hybris Buyout
SAP co-CEO says move "asserts our will in the CRM marketplace."
InsightSquared Raises $8 Million for SMB Sales Analytics
Company wants to offer a "consumer, Web-grade" analytical experience.
Salesforce.com to Acquire ExactTarget, Round Out Marketing Cloud
The $2.5 billion deal will power cross-channel marketing attribution.
Birst Applies Analytics to NetSuite ERP, Cloud Commerce
Connector extracts more insights from ERP transactions.
Join the Conversation and Build Customer Trust
By joining customers' network of peers, organizations have an opportunity to improve customer trust.
Collaboration Meets Community Platforms
Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost.
Salesforce.com Launches Company Communities
Widens scope of Salesforce platform to drive enterprise mobility.
Jenzabar Releases CRM for Continuing Education
Higher Reach CRM focuses on the recruitment and enrollment processes.
Front Row Solutions Releases Integration Solution for Legacy CRM Systems
Middleware breathes new life into existing CRM systems without sacrificing legacy databases.
CRM's Role in Managing Business Goals
Increase sales reps' productivity by setting clear goals and letting them track their progress.
Prosodie-Capgemini Launches SmartCall Mobile Customer Service App
Solution includes natural language, voice payments and speech analytics.
Salesforce.com Delivers Mobile Solutions for Government
New mobile solutions include Rapid Response 311, Mobile Communities for Government, Government Social Command Center, and Platform Mobile Services for Government.
Totango Releases Customer Success Management Dashboard for Salesforce
The updated CSM dashboard packages detailed customer lifecycle information in one view on Salesforce.com.
Gigya Adds 21 Partners to Apps Ecosystem
Social, marketing partner integrations help personalize Web experiences.
InsideView Launches InsideView for Marketing
Cites growing demand to attribute marketing efforts to revenue performance.
Alteryx Unveils Free Instant Line-of-Business Analytics
New Project Edition of Alteryx Strategic Analytics provides a way to drive data blending and analytic results.
Salesforce.com Launches Salesforce Communities
New Salesforce Communities will enable companies to create social communities with business data and processes embedded at the core.
EPM Live Releases Salesforce App
The new app integrates workflow capabilities into Salesforce.com's CRM system.
Intelliverse Integrates IntelliConnection Calling App into Salesforce.com
The integration unites two sales prospecting tools to increase sales activity and lead conversion.
Marketing and Sales Need Social Alignment
Teams should unify their social media strategies.
Predictive Analytics: The Futurists' Formula
Unlock customer insights that increase sales.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Rosetta Stone Gets Fluent in Smarter Selling
InsideView helps the language learning company uncover new prospects.
NewVoiceMedia Launches ContactWorld for Sales and Marketing
The new solution integrates with Salesforce.com to provide insight into sales activities.
8x8 Upgrades Virtual Contact Center
New features in Version 7.1 include enhanced CRM integration, tighter security, new administrator controls, and a new agent interface.
Gainsight Releases Growth Management Module
The new module leverages big data to increase renewal and up-sell for recurring revenue companies.
Demand Grows for Social B2B Data
Companies want to measure "ideal" customer profiles and lead behavior.
FirstRain Expands Analytics Actions for Salesforce.com
New sales productivity tool combines advanced analytics with tasking feature.
Salesforce.com Unifies Social Acquisitions
Launch of Social.com app weds social listening and CRM contact data.
Get the Full Picture
Four best practices for achieving a holistic customer view.
Salesforce.com Launches Platform Mobile Services
Weds mobile frameworks and customer data to jumpstart enterprise app development.
ReachForce Acquires SetLogik
The deal leads to the creation of the ReachForce Connected Marketing Data Hub to provide continuous marketing data enrichment and insights to help marketers.
Sign, Seal, and Deliver with E-Signatures
New technology enables companies to close deals faster and satisfy compliance issues—all while cutting costs.
Rexter Introduces Professional Relationship Management (PRM)
The startup launches a new system that leverages big data to guide professionals in engaging the right contacts when they're most likely to do business.
Intelliverse Offers Cloud-Based Sales Prospecting Solution
Automated outbound calling application eliminates dialing, voicemail, and gatekeepers.
Demandbase Secures $15 Million to Fuel Triple-Digit Growth
The funding will go to support growth of the company's advertising and Web site optimization platforms.
Badgeville Launches Gamification Toolkit for Salesforce
New integration solution helps companies increase adoption and value from their cloud application investments.
Salesforce.com Updates Chatter
Improvements include ability to publish files, polls via collaboration stream.
Interactive Intelligence Launches Cloud Solution for Small Contact Centers
CaaS Small Center is geared for contact centers with fewer than 50 agents.
Salesforce.com Customers Get Access to Predictive Offers
KXEN puts predictive analytics in the cloud for business users.
Datix and Scribe Partner to Extend Value of Epicor ERP and CRM
The partnership will bridge the gap between Epicor and Microsoft Dynamics CRM and Salesforce.com.
FirstRain Debuts FirstRain for Touch
Enterprise customer intelligence solution built for Salesforce Touch platform.
Attensity Releases Respond 6.0 for Social Contact Centers
The new offering provides advanced routing of customer communications for cross-organizational response.
The Art of the Screen Share
An age of online meetings calls for new sales skills.
Salesforce.com Debuts Service Cloud Mobile
Adds cobrowsing, mobile live chat, and communities for smart devices.
Eloqua Sets Its Sights on B2C Market
Marketers will receive more e-commerce capabilities and continued support for Salesforce.com products.
StackMob Boosts Enterprise Mobile Strategy
The evolution of the enterprise app store is the impetus.
Salesforce.com Launches Social Ads Platform for Twitter with New Twitter Ads API
Brands and agencies can now manage Twitter advertising at scale alongside all of their existing social marketing programs with the Salesforce Marketing Cloud.
Twitter Releases ADs API
New program makes it easier for advertisers to create sophisticated campaigns.
Bislr Unveils Intelligent Web Site Marketing Platform
New solution lets marketers launch mobile-optimized sites, improve lead generation, and track campaign results.
HootSuite Integrates with Socialcast
Adds enterprise social networking and collaboration tool to app directory.
Bally Pumps Up Its Image
A twice-bankrupt fitness giant revamps its service efforts.
Genesys Expands Relationship with Salesforce.com
Genesys Connect for Salesforce Service Cloud is now available on Salesforce.com's AppExchange.
Get Satisfaction Rolls Out Small-Business Solution
Community managers get more insights into customer traction.
Anametrix Launches Plug-in for Excel
New feature makes multichannel data analysis and reporting easier for marketers.
NextPrinciples Debuts Social Analytics and Engagement Platform
Insight-To-Action lets businesses integrate social conversations into CRM systems.
Infusionsoft Grows Its Social Business
Its acquisition of social marketing firm GroSocial adds to its SMB sales and marketing automation mix.
Cloud Sherpas Acquires Innoveer, Navigis
Acquisitions expand the cloud integrator's CRM advisory and cloud integration services.
Comm100 Releases Live Chat 7.0
Comm100 upgrades its Live Chat solution with seamless Salesforce.com integration and a streamlined operator console.
Mobile App Developers Face Benefits, Pitfalls in 2013
Maintaining customer satisfaction is key to mobile app storefront success.
Rightpoint Joins Forces with Salesforce.com
Digital agency to assist customers in moving beyond legacy CRM systems.
Brainshark Satisfies Hunger for Leads
Data.com helps deliver "the best possible audience" for marketing messages.
Building an Impenetrable Cloud
Companies concerned about data security have more hybrid (public and private) cloud computing options.
5 Emerging Sales Productivity Tools
New social, mobile, and collaborative tools help sales teams close more deals.
Vendors Grow Their Partner Ecosystems
The integrated cloud app platform will be at top IT trend for 2013.
Marketing Automation Goes Mainstream
As technology evolves, so must SMB strategies.
SalesFUSION Releases New Version of Its Integrated Marketing Solution for Salesforce.com
Marketing software vendor releases latest version of integrated marketing software for AppExchange to include integrated event management.
Acquisition, Funding Round to Help Cloud Sherpas Grow
Cloud service brokerage aims for greater density in strategic markets, deeper alignment with existing partners, and expansion into new technology categories.
Oracle to Acquire Eloqua for $871 Million
Move foreshadows Oracle's burgeoning Customer Experience Cloud.
Salesforce.com Socializes Sales Performance Management
Weds Work.com with Sales Cloud; debuts native game mechanics.
Angel Unveils New Outbound Campaign Manager
Cloud-based tool gives businesses the flexibility and insight to proactively create personalized customer experiences.
Birst Bolsters Predictive Analytics for Sales
Predictive analysis of transactional data improves sales performance.
Angel Releases Cloud CTI Adaptor for Salesforce
The new cloud solution offers a complete view of the customer for a more personalized customer experience.
Coveo Pulls in $18 Million in Funding
The technology will help Coveo expand its solutions for greater insight from big data and better customer engagements.
Infor Acquires Orbis Global
Move strengthens marketing resource management capabilities.
Salesforce.com Delves Deeper into Social and Mobile Enterprise
Dreamforce 2012 draws 90,000 attendees, features a multitude of product updates.
Smarten Up
Arm graduates with skills that matter.
Lattice Engines Raises $20 Million in Venture Funding
The infusion of cash will help the big data applications provider accelerate growth and expand its product portfolio.
Interactive Intelligence to Roll Out MarketPlace for Apps
E-commerce site will include apps for process templates, custom reports, and more.
Zuora Adds Subscription Finance Analytics to Z-Finance
Includes partnerships with GoodData, SaaSOptics, and ScoutAnalytics.
Enterprise Mobile Apps Market Fueled by Sales, Productivity
DoubleDutch rakes in $4 million; other applications pick up steam.
Social Adds to CRM's Appeal
Nucleus Research's Value Matrix highlights new functionality and integration capabilities.
What's Your Prospect's Score?
Companies get savvier at finding the hottest leads.
ePrize Spins off New Company LevelEleven
Venture to focus on enterprise gamification, CRM engagement
Yammer Announces Deeper Microsoft Dynamics CRM Integration
Yammer also announces expanded partner ecosystem with additional industry integrations.
Voxeo Labs Announces Telco Communications PaaS
The Ameche platform lets developers add apps directly to the telephone apps that consumers are already using.
Adobe to Reorganize Marketing Cloud
Plan divides offering into five core solutions.
Meeting Mapper Releases Strategic Selling Tool
Versions for Apple iPad and Salesforce.com visually illustrate meeting effectiveness.
Salesforce.com Adds Social Analytics Partners to Marketing Cloud
New offering includes mix-and-match options from 20 vendors.
ExactTarget Expands Its Product Suite
The company has launched cross-channel marketing automation, advanced email sending, mobile push messaging, and expanded platform capabilities.
Source Metrics Releases Integrated Social Media Tool Kit
Platform offers social publishing, campaign management, monitoring features, and more.
ExactTarget Acquires Pardot and iGoDigital
Acquisitions add SaaS-based marketing Web, and predictive analytics technologies to its portfolio.
Anametrix Debuts Campaign Analytics Tool
Self-service tool lets marketers evaluate multichannel marketing results and more.
Lithium Technologies Acquires Social Dynamx
Lithium Social Web born out of new alliance.
Adobe Beefs up AdLens Solution
AdLens users gain access to SiteCatalyst, AudienceManager, and more.
InsideSales.com Releases PowerText, PowerSocial Tools
Solutions designed to increase success rate of prospect, sales rep relationships.
HootSuite Adds Conversations to Social Media Dashboard
The new service lets users communicate without leaving the HootSuite platform.
Freshdesk Gamifies the Help Desk
Cites agent productivity, better support results as drivers in new solution.
SMBs Leap into Marketing Automation
CMOs are on pace to spent more on IT than CIOs.
Oracle Recognizes the Need for Change
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
Hurd Makes His Mark
An exclusive interview with Oracle President Mark Hurd.
Social Media Experimentation to Shift to ROI Justification
Collaboration, social marketing have changed customer relationships.
Salesforce.com Delivers Social, Mobile Advancements at Dreamforce
CEO Mark Benioff touts transformative power of social media in business.
Moxie Releases an Enhanced Knowledge Spaces
Widgetized customer experience portal enables personalized, on-brand customer experiences.
Badgeville Launches Badgeville for Salesforce
The application socializes CRM usage for salespeople with the ability to configure rewards and missions.
Influitive Rolls Out the AdvocateHub for Businesses
The platform helps companies promote word-of-mouth marketing among customer advocates.
Unified Unveils SocialConnect Solution
The product is aimed at connecting social marketing campaign activity with CRM systems.
Qvidian Releases Sales Playbooks
New sales application is more tightly integrated with Salesforce.com.
Coveo Launches Coveo for Salesforce.com
Brings advanced search, unified indexing, to Sales and Service Cloud users.
Aprimo Releases Service to Sales App
The new app converts customer interactions into sales opportunities.
DoubleDutch Debuts Hive Mobile CRM Application
Gives sales reps social, gamified, and location-based features.
PROS Introduces Quote2Win for Salesforce
New solution speeds up the price-and-quote process for salespeople.
Salesforce.com Drops Its Application to Trademark "Social Enterprise"
The company will also drop the term from its marketing material in the future.
Kred Rolls Out Kred for CRM
Application lets Salesforce.com customers score social media users on influence and outreach.
Expedia's Corporate Travel Arm Takes an InsideView on Sales
Egencia uses sales intelligence solution to identify opportunities and leads.
Twitter Unveils Certified Products Program
Approved products must meet criteria based on customer engagement, analytics, and more.
J2 Global Launches CampaignerCRM
Solution "socializes" CRM for SMB sales professionals.
Indicee Unveils Indicee Analytics for Salesforce Chatter
New app lets users analyze contributions, influencers, trends and opportunities within collaboration tool.
Experian QAS Integrates Email, Phone, and International Address Validation
New validation capabilities boost accurate form completion and improve business intelligence.
The Future of CRM According to Vendors
Execs share thoughts on customer trust, brand experience, and social CRM.
Salesforce.com Unveils Salesforce Communities
Now any company will be able to create private social communities to connect with customers and partners in entirely new ways
Awareness Adds Scoring to Social Marketing Automation Suite
New features let users define their own segmentation rules and more.
New Klipfolio Version Adds Cloud and Mobile
Version 1.9 of Klipfolio Dashboard for web and mobile focussed on improving self-service KPI development.
The 2012 CRM Market Leaders
The 2012 CRM Rising Stars
Uncovering the Hidden Wealth of Your Customers
Don't miss these opportunities.
Redefining Engagement in the Social Age
Emphasize peer gravity to grow your customer base.
QuestBack Rolls Out Listen & Act Engagement Tool
New social media tool integrates with CRM systems, includes survey capabilities.
Selectica's Latest Launch to Accelerate Sales Contract Management
Company also announces general availability of Selectica Guided Selling for Salesforce through AppExchange.
The Trouble with CRM
Bridging silos to provide a better customer experience.
SAVO Group Launches SAVO Teams Application
Solution designed to increase sales through internal collaboration, company says.
Actiance Integrates Socialite with Salesforce.com
Combines sales conversations and social interactions for comprehensive view of selling activity.
Salesforce Radian6 Delivers New Insights
An expanded partner ecosystem also caps the Radian6 social media monitoring and listening tool.
Eloqua Melds Salesforce.com Chatter with Marketing Automation
Unified social layer connects sales and marketing for stronger collaboration.
CRM Provider TargetX Unveils Enterprise Solution for Higher Education
The company has launched advancement and student-retention tools to help an industry that is reeling from financial pressures and charges of inefficiency.
Salesforce.com Rumored to Be Acquiring GoInstant
Alleged buyout would continue vendor "war" for customer experience
Enabling Social Collaboration with Social Compliance
Monitoring, tracking, and reporting for risk management.
Dell to Buy Quest Software for $2.4 Billion
Acquisition further cements vendor's commitment to the cloud
Brainstorming Your Way to Sales Growth
Successful sales leaders share their best tips.
Service to Sing About
Wren Solutions streamlines internal support and eliminates duplication with TeamSupport.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Red Funnel Releases FatStax 2.0 for iPad
Sales application provides offline access to documents, videos, and presentations, as well as analytics tracking
OpenQ Launches Social Enterprise Compliance Suite
Solution lets healthcare, life sciences companies flag, classify, and act on identified risks
Verint Upgrades VoC Analytics Portfolio
Advancements incorporate Vovici's Enterprise Feedback Management solution.
Info-Tech Urges Businesses to Adopt a Customer Service Management Platform
Info-Tech Research Group's Customer Service Management (CSM) Platform Vendor Landscape report lists Desk.com, Oracle Siebel, and Salesforce Service Cloud as market champions.
Crushpath Launches Play-By-Play Platform for Salespeople
New software solution promises a real-time look into deal activity
Salesforce.com and Twitter Announce Global Strategic Alliance
With more than 400 million Tweets per day, Salesforce Radian6 and Twitter provide companies with new opportunities to listen, engage and gain customer insight in real time.
Brainshark Enhances Multiuser SlideShark App
Account administrators get permission-based access and folder management capabilities
SuccessFactors Debuts Mobile, Social Features for Business
Proliferation of mobile devices in enterprise is a driving force
Social Is the Next Great Call Center Tech
Social media use in the contact center is projected to grow 22.9 percent this year.
HootSuite and HubSpot Join Forces
Partnership will tie social media activity to lead generation and campaign efforts
Oracle Acquires Collective Intellect
Software giant builds out deeper cloud social offerings
Salesforce.com Snaps Up Buddy Media for $689 Million
Acquisition extends CRM giant's social marketing capabilities
Twitter: Hearing 140 Million Voices
It's easier than you think to make sense of Twitter.
Find the Right Social Media Monitoring Tool
Knowing how your brand is faring on the Web is essential, but which solution is best for your organization?
Transforming into a Social CRM Enterprise
Being successful at social media often requires organizational change management. Here are some tips to follow.
Desk.com Unveils Multilingual Support
The Salesforce.com platform will support customer service communications in 39 languages and regional dialects.
Oracle Acquires Cloud Marketing Platform Vitrue
The software maker that once dismissed cloud computing picks up another cloud vendor.
Thunderhead.com Launches its First Cloud App
The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility.
Salesforce.com Releases Chatter Messenger and Chatter Screensharing
New internal social networking apps expand business collaboration tools available in the cloud.
Xactly Releases Incent 8 Solution
Introduces native iPad app for Incent, enhancements to Xactly Express at annual user event
Interactive Intelligence Introduces Mobile Customer Service Solution
Interaction Mobilizer enables companies to build and deploy customer service applications on mobile devices, bridging the gap between mobile self-service and live assistance.
Satmetrix Enhances NetPromoter in the Cloud
Enhancements include Salesforce Connect, NPS Compare and Performance Compare Charts, role-based notifications, and upgrades to Business View.
Sales Enters a Brave New Social World
Three in four companies plan to use social media as an enablement tool within a year.
CRM Idol Kicks Off Its Second Season
Annual competition offers small businesses opportunities for exposure, resources, and advice.
Badgeville Announces Gamification Frameworks
The suite of turnkey frameworks enables rapid deployment across customer and employee applications.
Salesforce.com Rolls Out Government Cloud
New offerings include the AppExchange for Government and a training program on cloud deployment.
Taptera Debuts Serendipity for Better Contact with Sales Leads
Real-time social, local data for Salesforce.com iOS users
FirstRain Adds Relevancy to Business Tweets
FirstTweets solution extracts valuable intelligence from Twitter
Moxie Software Expands Its Salesforce.com Integration
Spaces by Moxie integrates its communication channels with Salesforce.com's Service Cloud.
Salesforce's Desk.com Offers Business Analytics and Reporting Tools
Business Insights features reports, dashboards and data collection tools to help SMBs understand their businesses.
inContact Extends Its Cloud Platform
The platform is expanded to include more reporting, scripting, and integrations.
ReadyTalk Upgrades ReadyTalk for Salesforce
Customers can start demos and meetings right within their Salesforce.com apps.
The Fast and the Curious
Building a business model to keep up with customer expectations.
Video Production Made Easy
Incorporating video into your customer outreach is as simple as 1, 2, 3.
Video Won't Kill the CRM Star
The New Sales Toolkit
Fixing a sales process has never been easier.
Digital Media: How to Make Your Content Pop
Online videos are drawing more eyeballs than ever before. Here's what marketers need to know.
Dell Adds Adobe EchoSign to Cloud Business Applications Portfolio
Addition of EchoSign Global Electronic Signature Service from Adobe helps businesses automate entire signature process.
Reachable Builds Out Its Contact Management Product
The solution uncovers connections and relationships from contacts to increase selling opportunities.
InvisibleCRM Releases SalesFolder 3.0
The application is a file sharing and management solution for Salesforce.com.
VanillaSoft Releases App on Salesforce.com App Exchange
The release will allow users of Salesforce.com and VanillaSoft to move leads back and forth seamlessly between both applications.
Marketo to Release RPM Solution for Microsoft Dynamics CRM Users
Integration gives marketing and sales managers real-time insight into revenue performance.
Salesforce.com Expands With Salesforce Rypple and Salesforce Site.com
Salesforce Rypple will enable companies to engage and align people across their employee social networks.
TargetX Releases New CRM Tool for College Recruiters
The Spring 2012 version of Student Recruitment Manager features more social and mobile capabilities.
Yesware Expands Sales Productivity Solution
New features include Google Maps integration, deeper email tracking.
Infor Delivers Inforce Everywhere
The application connects Salesforce CRM with ERP systems.
GlobalOne, Cloud Sherpas Merger the "Next Step" for CSPs
Salesforce.com, Google partners get an additional $20 million in funding.
Backupify Releases a Service for Salesforce.com Data
The Snapshot for Salesforce CRM product lets users create backup files in case of data loss.
The 2012 Service Elite
The 2012 Service Leaders
Are the CRM Wars Really Over?
High usage doesn't equal high satisfaction.
FirstRain Unveils Enterprise Customer Intelligence System
Solution delivers customer intelligence to iPads, mobile, and collaboration platforms.
Power Up Your CRM Platform
Layering sales apps boosts productivity.
LoopLogic Releases Intelligent Media-Sharing Platform
Web-based solution integrates with back-end functionalities.
Deloitte Partners with Salesforce.com
The alliance bolsters Deloitte's reach into the cloud.
Brainshark Releases SlideShark Team Edition
Cloud-based provider of online, mobile video presentation software gears app for mobile enterprise.
Salesforce.com Makes the Help Desk Social and Mobile with Desk.com
New platforms enable SMBs to offer help desks that are integrated with social media, email, chat, and phone.
Badgeville Launches Enterprise Cloud Connector Program
The gamification platform provider announces a suite of cloud-based integrations, beginning with JIVE, Omniture, and Salesforce.com.
GlobalOne Picks Up Weblinc
Acquisition of Australian cloud applications provider to strengthen company's global footprint.
Scribe Syncs Data via Scribe Online
Enterprises, partners and ISVs on receiving end of improved integration.
Spotlight Ticket Management Integrates with Salesforce CRM
The connection provides Salesforce customers with a seamless extension to Spotlight's revenue-driving ticket management solution.
Avaya Releases IP Office 8.0
The new product suite offers a comprehensive set collaboration capabilities for consumer-oriented mobile devices.
Sync Salesforce, Google, and More with iCloud
A new service lets users sync their calendars, contacts, and tasks between popular CRM software.
Yahoo! Search Yields a Better Sales Tool
The Internet search firm's new sales portal is built around Salesforce's Force.com and Chatter platforms
Are CRM's Worst Years Behind It?
Cloud technologies and social networking will drive future demand
Xactly Augments Mobile Sales Apps
New product is geared to "on-the-road" sales reps.
Satmetrix Adds Advanced Customer Experience Management Features
New capabilities include Automated Comment Tagging and Categorization as well as Social Media Special Offer Sharing.
360 Vantage Releases an iPad Version of Its CRM and Marketing Apps
Cloud-based sales and marketing applications provider offers its products to iPad users.
TeamSupport.com Adds Features and Functions
New capabilities enhance the company's SaaS-based help desk and customer support offerings.
M5 Networks Releases M5 Connect for Salesforce Version 4.0
The new version introduces support for the Google Chrome browser as well as support for the latest versions of Internet Explorer and Firefox.
Bank Emerges from the Ashes with Salesforce CRM
Huntington Bank returned to profitability quickly by re-engineering its customer service processes.
Past Is Prologue for CRM
We look at the major events of this year in the CRM industry for hints of what's to come in 2012.
SMB Hosted CRM Market Set to Triple by 2015
Rapid growth in the SaaS CRM market is paving the way for "Social CRM" adoption, says AMI.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
Xactly Launches iPad App on Salesforce.com's AppExchange Mobile
Xactly Express for the iPad now available on the AppExchange, tapping into the social, mobile, and open capabilities of cloud computing to transform customers into social enterprises
Salesforce Takes Enterprise Social Media Marketing to the Cloud
Radian6 Social Marketing Cloud lets companies monitor 150 million sources of social media conversations and more
Salesforce.com to Acquire Model Metrics
With Model Metrics, Salesforce.com adds mobile and social expertise to accelerate the shift to the social enterprise.
Salesforce.com Promotes George Hu to COO
His leadership is hailed as a key to Salesforce's growth.
Leveraging the Power of Web 2.0 to Engage the Social Customer
What business owners need to know about social CRM
Small Wonders: Tips for SMB Growth
As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.
Coveo Launches New Multichannel Text Analytics Software
The upgrade includes connectors to Twitter and JIRA, multi-role administration, and additional language support.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
CRM Idol Will Soon Have Its First Winners
Contestants say they've already won by receiving added exposure.
TargetX Launches Social CRM for College Admissions
The newest version of TargetX's SRM introduces social engagement to itd customer relationship management system for college recruiting.
A Tale of Two Oracles
Server and apps giant goes hard core on hardware, soft on software
U.S. SMB SaaS CRM Market Set to Triple by 2015
Rapid-growth in the SaaS CRM market is paving the way for "social CRM" adoption, says AMI.
Yesware Launches New Generation of Sales Productivity Services
New cloud-based solution improves customer communication, CRM compliance, and sales efficiency.
Salesforce.com Acquires Assistly
Assistly provides instant customer-service help desk applications that can be set up in minutes, adding to Salesforce's cloud portfolio.
Angel Launches Voice Updates for Salesforce Chatter
Voice for Chatter empowers voice collaboration through Chatter.
Voice Assist for Salesforce Now Available on Salesforce.com AppExchange 2
The company's new app lets users do more in Salesforce with their voices.
Intuit Releases Salesforce for QuickBooks
The application combines financial and customer data for SMBs.
Salesforce Continues Its Push to the Cloud
Benioff calls cloud computing the future of software and systems, Google's executive chairman agrees.
Angel Contact Center Now Available on AppExchange
Cloud-based call center technology is now available to Salesforce.com customers.
TextWise Releases New Search App for Call Centers
The app matches inbound customer queries to relevant resolutions across multiple knowledge bases in the service cloud.
Pardot Makes B2B Marketing More Social with Major Platform Upgrade
New social media profiling and messaging features enable marketing campaigns that engage sales prospects across channels
Accenture Launches Global Social Media Innovation Center in Silicon Valley
Accenture will team with salesforce.com and other providers to help enterprises effectively use social media.
Turbocharging CRM with Good Data
But only one-third of companies are using high-octane information
Future of Contact Centers Clearly Lies in the Clouds
Too compelling to ignore, the benefits include low startup costs and no capital investment
Nuance Unveils Dragon for Salesforce App for iPhone and iPad
Integration of Dragon with Salesforce CRM and Salesforce Chatter lets people speak updates into the Salesforce.com CRM and Chatter accounts.
Salesforce.com Unveils the Social Enterprise
New offerings from the company make the social enterprise an easier goal to achieve.
LiveOffice Debuts Outlook Email Connector for Salesforce
Application provides history of emails, attachments, and Chatter posts
TeamSupport.com Strengthens Integration with Salesforce
The enhanced interface streamlines CRM workflows
Net Atlantic Expands CRM Integration for StrongMail On-Demand
Email senders can now create and track email campaigns with Microsoft Dynamics CRM, Sage CRM and Sage SalesLogix.
Verbble Integrates with Salesforce.com, Extending Speech Recognition to the Cloud
The integration voice-enables any Salesforce.com form.
CRM Recovers with Low-Cost Options
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
Global CRM Market to Grow by $1.3 Billion in 2011
Oracle generates biggest share of $16.5 billion in annual revenue
The 2011 CRM Market Leaders
Angel Voice-Enables Social Networks
VoiceForTwitter and VoiceForFacebook give a voice to social media by enabling businesses and consumers to post audio updates via their phones.
Should All Companies Head to the Cloud?
A CRM point solution is a CRM point solution
Totango Releases Public Beta Online Service
Offering enables sales teams to get a wholistic view of their customer bases.
Convio Launches a Constituent Engagement Solution for Nonprofits
New Luminate solution offers nonprofits an open, extensible system to understand and engage constituents through traditional, digital, social, or mobile channels.
Census Bureau Takes to the Cloud
Acumen's customized CRM application manages partner organizations and provides extensive reports
FinancialForce.com Unveils Integrated Cloud Solution
Selling, tracking, and billing automated by FinancialForce for Media.
IDC Forecasts Global CRM Market to Grow by More Than $1.3 Billion in 2011
Prediction highlights IDC's Worldwide Semiannual Customer Relationship Management Applications Tracker.
Be Top of Mind to Top the Customer Service Charts
Speakers urge companies to engage customers on their preferred channels, and with a set service mantra.
SaaS CRM Deployments Fuel Competition
Researchers rate Microsoft and Salesforce.com as leaders within the Value Matrix, while Sage and SAP are ones to watch.
Radian6 Deal Enables Salesforce.com To Monitor the Social Web
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
Radian6 Sees Cloud Computing As Future of Marketing
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
NetSuite Partners with Accenture and Yammer, Targets Large Enterprises
Growing acceptance of cloud-based applications creates opportunities.
Salesforce Releases Jigsaw 2
Salesforce's 92,300 customers will have real-time access to the 26 million business contacts in the Jigsaw Data Cloud directly within Salesforce CRM.
CRM + Predictive Analytics: Why It All Adds Up
The whole exceeds the sum of the parts
The Suite Life Cements Customer Service
CRM director Ven Bontha describes Cemex's transition to SAP CRM
Marketo Sales Insight Update Now Available
New solution is integrated with Salesforce to provide Facebook-style updates.
West Offers a New Social Media Suite
Partnership with Radian6 enhances social media monitoring with tools for querying, analysis, and crafting customer service responses.
Marketo Names Fergus Gloster Managing Director of Europe Middle East Africa
Former Salesforce.com executive to help drive company's international expansion.
Extending the Cloud for Salesforce.com
Active Endpoints leads a new wave of companies consumerizing SaaS through user-driven customizations.
ExactTarget Integrates Microsoft Dynamics CRM into Social CRM Tool
CoTweet Social CRM Connector will provide organizations the ability to evaluate social media programs.
Heroku Accelerates Cloud Adoption with Expanding Partner Ecosystem
Heroku partners with Accenture, Pivotal Labs, and more than 50 other companies to deliver cloud solutions.
Appirio Acquires VMG
Appirio makes its third acquisition in three months.
Adaptive Planning Introduces New Sales Planning & Analysis and Multi-Entity Management Solutions
New packages make it easy for new types of users in sales and multiple corporate divisions to improve business planning and management.
Emailvision Enters Key Partnerships
Email and social marketing software provider integrates online relationship marketing technologies.
An Unlikely Pairing: Analytics and Video
The technologies will play a bigger role in everyday business processes and mobile devices
Salesforce.com Acquires Radian6
The deal is worth $276 million in cash and $50 million in stocks.
Appirio Acquires Infowelders, a Salesforce.com Consultancy
Infowelders expands Appirio by bringing additional customers.
Salesforce.com Unveils Service Cloud 3
The new application will assist customers manage higher volumes of service issues through social media tools.
The 2011 Service Elite
Beagle Research Selects the Top Marketing Videos
Salesforce.com video tops the list of Beagle's first Short Tale Awards.
Vivisimo Releases New Customer Experience Optimization Solution
Industry research underscores the immediate need for a consolidated, real-time view of information across all data sources.
Salesforce.com Names New Senior Vice President
Jeff Lautenbach brings with him 20 years experience at IBM.
Forrester Research Outlines Co-Creation Market of 2011
Forrester's report on co-creation outlines six co-creation engagements.
Salesforce Launches Chatter.Com
Chatter.com makes private social networks available to every company around the world.
Former Salesforce.com Exec Joins Parature to Lead Growth and Expansion Plans
Parature Appoints former Salesforce.com Senior Sales Executive Mike Minelli to Chief Revenue Officer
Communication Is the Way to a Customer’s Heart
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
Salesforce.com Acquires Dimdim
The acquisition will extend Chatter collaboration platform with real-time communication technologies.
Verecloud Partners with Intalio to Deliver CRM Cloud Services
Intalio's CRM solution to enhance Nimbus CSB cloud brokerage offering to communication service providers.
Salesforce.com Completes Acquisition of Heroku
Salesforce aims to become "the cornerstone of the next-generation of cloud computing" with latest acquisition.
The Ends Are the Means
A maturity model for the Sales 2.0 era.
Sifting Through the Rubble
Oracle's massive annual gathering garners a lot of press—both good and bad
Locking Up Data To Unlock Leads
Astadia and Salesforce CRM help a data-hosting firm increase annual revenue by 200 percent to 300 percent
Salesforce Announces Database.com, the Enterprise Database Built for the Cloud
Salesforce's new Database.com will be available across mobile devices, languages, and platforms.
TreeHouse Interactive Offers Four Key Upgrades
TreeHouse Interactive enhances its Marketing View software. Upgrades include Web services and integrated landing page analytics.
Manticore Follows Leads to Fill the Funnel
Manticore Technology offers exciting new product enhancements and hints at future CRM integrations.
FinancialForce.com Announces New Portal Within Salesforce Customer Portal
New MyAccount application gives customers self-service access to their invoices 24/7.
Forrester Wave Report Reveals Key Trends in Customer Service
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Dell Acquires Boomi to Provide Cloud-Based Integration Functionality
Dell purchases a cloud adoption firm in a move that analysts believe illustrates the personal computing company's desire to transform itself into a software and services company.
Monogamy in the Marketing Marketplace
destinationCRM.com Exclusive: A partnership ends when a reseller of Eloqua marketing software refuses what it calls a vendor ultimatum.
It’s About Answers
Knowledge-based technologies are now essential to the customer experience.
A CRM Showdown in Times Square
Executives from four of the industry's top vendors share the same stage—but not the same views.
Talking the Talk — Before the Sale
The execution of live chat can make or break the conversion.
Salesforce.com Rolls Out Chatter 2
Oracle OpenWorld '10 — Day 3: Salesforce.com Chairman and CEO Marc Benioff unveils new features of his company's enterprise social network product.
Oracle CRM On Demand Turns 18
Oracle OpenWorld '10 — Day 2: The latest version of the company's software-as-a-service application adds modules for "best-in-class" marketing and business planning as well as a preview of CRM technologies to come.
5 Years Later, Oracle's Fusion Apps Finally Near Release
Oracle OpenWorld '10 — Day 1: Kicking off its mammoth conference, Oracle makes a few hardware announcements, tackles the cloud, and sheds more light on 2011's Fusion Platform.
Salesforce.com's Chatter Combines Social and Mobile
The software-as-a-service pioneer promises general availability on mobile devices by the end of this year.
Salesforce Puts Jigsaw Together with CRM
The cloud computing company brings its newly acquired data services piece in-house with Jigsaw for Salesforce CRM.
Salesforce.com Outshines Competitors on Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for Sales Force Automation '10: The top sector of the annual market assessment also includes Microsoft and two Oracle offerings.
Retired and Retried
A unit of Prudential Financial invests in Salesforce.com to revive a lethargic sales and customer retention program.
3 (Easy) Keys to a Successful CRM Application
Why intelligence and productivity should drive development.
The Fuse Is Already Lit
How to keep Do-Not-Contact compliance risk from blowing up in your face.
CRM Magazine Announces Winners of 2010 CRM Market Awards
CRM Evolution '10: As CRM magazine's annual conference gets under way, the ninth annual awards honor companies, customers, and industry visionaries for successes in the CRM marketplace over the previous 12 months.
From Deflecting Customers to Embracing Them
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
Social CRM Gains Social Acceptance
The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.
Managing to Succeed
Sales reps seem to get most of CRM's attention—but what about their bosses?
Navigating the Vendor Landscape
A leading analyst firm assesses the CRM marketplace.
The 2010 CRM Market Awards - Introduction
Join us in in congratulating the vendors leading the marketplace across 10 categories; eight Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM; a long-overdue induction into the CRM Hall of Fame; and, best of all, four companies using CRM to connect with their customers.
Influential Leaders: The Chatterbox
Marc Benioff, cofounder, chief executive officer, and chairman of Salesforce.com
Influential Leaders: The Opt-Out Dropout
Mark Zuckerberg, cofounder and CEO, Facebook
Rising Stars: The Social Mailman
With the purchase of CoTweet, email marketing specialist ExactTarget is ready to deliver results
Rising Stars: The Collaborative Executioner
Focusing on the concept of "business execution," SuccessFactors knows that what happens in the workplace extends to the marketplace
Market Leaders: Open-Source CRM
The CRM Elite: Raising the Roof
On the foundation of a Salesforce.com sales contact center, homebuilder Beazer Homes USA constructs increased sales out of fewer, better leads
Cloudy Horizons for Business Applications
The perfect storm for productivity improvements and cost savings.
8 Companies Honored for Sustainability
ThinkForward '10: The inaugural edition of Beagle Research Group's new award recognizes excellence in business processes, cost containment, and customer relationships.
Jive and Lithium Top Gartner's First-Ever Magic Quadrant for Social CRM
Magic Quadrant for Social CRM '10: The analysis firm whittles down a list of 140 vendors claiming to offer social CRM to a final set of 20.
Chatter for One and All
The cloud computing vendor moves forward with its "Cloud 2" and announces general availability of Chatter, its social networking and collaboration platform.
CRM Is No Longer a Four-Letter Word
Why the badge is finally one worth wearing.
CRM: Then and Now
Over the last 15 years, CRM projects and plans may have changed dramatically, introducing new angles and complex combinations, but the overarching goal of improving the customer relationship has remained a straight shot.
Reading the Text
McGraw-Hill learns to sell smarter.
Changing the Deal
Sigma Financial turns sales into something more than spreadsheets.
Putting the Pedal to the Metal with Sales
A cloud-based CRM implementation helps a digital sales agency drive its solutions into the future.
7 Surf Atop the Forrester Wave of CRM Suites for Large Organizations
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
7 Named Leaders in Forrester Wave of CRM Suites for Midsize Organizations
The Forrester Wave: CRM Suites for Midsized Organizations '10: In his annual evaluation, analyst Bill Band identifies the top-performing options for midmarket CRM.
Salespeople Need Performance Management, Too
With Cloud9 Analytics Performance Management, the vendor promises contextual analysis for line-of-sales people, and future integrations with Oracle, NetSuite, SAP, and Microsoft.
Marketo Tries to Make CMOs Merry
With the launch of the Marketo Revenue Cycle Analytics product portfolio, the marketing automation player helps marketers prove ROI.
No One-Stop Shop for Social
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
Social CRM Is Growing Up Fast
Is Your Community of Customers Sustainable?
Eventually, you have to start buying your competitors' clients.
Crafting a Community
Companies can corral as many customers as they like, but any true community has to truly benefit its members—customers and companies alike.
Marketing to a Community
Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging.
Reaching Customers Through the Cloud
The way products are designed, launched, and serviced will never be the same.
The Sant Corp. and Kadient Join Forces for Sales Enablement Excellence
A merger will bring together the two private companies -- and will provide a better workbench for bringing together sales and marketing.
IBM Extends its Integration Portfolio by Acquiring Cast Iron Solutions
Based on its belief that the cloud computing market will continue to grow, IBM acquires a SaaS leader.
Microsoft Targets Innovation for "Dynamic" Businesses
Microsoft Convergence '10: At this year's business solutions event, the Microsoft team announces extensions to CRM Dynamics Online and previews the next generation of Microsoft CRM.
Google Bets on Buyers' App-etites
Within the search giant's Apps Marketplace, small and midsize application providers can integrate with cloud-based offerings.
It's Not Your Relationship to Manage
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
Pegasystems and RightNow Added to Leaders in Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
Salesforce.com Makes Jigsaw a $142 Million Piece of the Puzzle
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
CEO Says SugarCRM's "Not in the Cloud Business, It's in the CRM Business"
SugarCon '10: With the launch of Sugar 6, the open-source CRM pioneer promises to deliver a "new generation of CRM software bred for the Web — for speed, simplicity, and interoperability."
Salesforce.com Extends Chatter Across the Cloud
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
Cloud Integration Provides CRM’s Missing Link
Addressing the hybrid challenge.
SAP Slips StreamWork Into the Cloud-Based Collaboration Current
In the first major move since its recent restructuring, the German giant makes a play for the Enterprise 2.0 space — and beyond.
Classroom in the Clouds
An Arizona State University outreach program cuts costs and carbon by going virtual.
PivotLink Brings Business Intelligence to the Business User
With the launch of its ReadiMetrix product family, the on-demand BI vendor hopes to deliver "insights-as-a-service."
RightNow Challenges Cloud Competitors
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Supporting the Service Channel
Customers can get support from a variety of sources. They only get service from you.
CRM's Hearty Appetite
Mergers and acquisitions ramp up at the start of the new year as vendors expand roadmaps and look for ways to fulfill promises.
M&A & CRM
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
The 2010 CRM Service Awards: Rising Stars -- LiveOps (The Home Team)
LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents.
The 2010 CRM Service Awards: The Service Elite -- Enterasys Networks
Enterasys Networks wants a relationship, not just efficiency—and Salesforce.com helps deliver both.
SAP Releases "BI for the Rest of Us"
With its version of SAP BusinessObjects BI OnDemand, SAP targets the "casual user" with an integrated toolset that spans both on-demand and on-premise technologies.
Demandbase Shines Up Its Stream Product
With real-time alerts and notifications, the lead generation solution provider helps users be even more proactive when it comes to Web site activity.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Helping Hands
The nonprofit sector needs CRM more than it knows, but its relationships are with donors, members, or activists—and technology is rarely a cause worth fighting for. Will the low cost of on-demand solutions finally allow nonprofits to embrace CRM?
The Shotgun Marriage of Sales and Marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
Required Reading: Greenberg at the Speed of Light
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Re:Tooling — Sales Enablement Tools: Make the Selling Simpler
Organizations want sales reps to have access to the right information at the most critical moments
5 for '10
Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?
Five Application Development Trends for 2010
Forrester outlines the top changes professionals should make and look out for when moving toward new applications.
Sales Gets eTrigued By Marketing
A new solution by eTrigue gives sales a taste of marketing automation.
How Many Clicks Does It Take?
Forget all the bells and whistles—usability reigns supreme among CRM users.
Dreamforce: Releases Galore
Dreamforce '09: A roundup of product releases and enhancements that came out of the so-called "Cloud Event of the Year."
Gen. Colin Powell Is Part of the Force
Dreamforce: In a moving speech to a global audience, Colin Powell reinvigorates the need for the purpose-driven individual.
Salesforce.com Brings Social to the Enterprise
Dreamforce '09: The software-as-a-service pioneer unveils what it calls its fourth cloud -- the Collaboration Cloud -- as well as a product called Chatter.
Customer Service Is the New Research and Development
Only one of these two critical areas of investment requires capital expenditures.
When to Use the Force
Five critical questions to ask before building a product on Salesforce.com's platform.
Business Intelligence Birst-s in the Cloud
The latest offering from the software-as-a-service vendor adds more pieces to further build out a comprehensive BI suite.
Socializing with NetSuite and InsideView
NetSuite's first "premier partner" is a vendor that specializes in making social media work for the enterprise.
Salesforce.com: One Leader. One Decade. $1 Billion.
Salesforce.com has proven the importance of making sure its customers are successful.
The Man Who Moved a Paradigm
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
A Salesforce.com by Any Other Name
What do you do when your brand no longer reflects your offerings?
Marc'ing Time in San Francisco
It's been 10 years since the founding of Salesforce.com, and CRM has never been the same.
Facebook Is the Future of CRM
Only social media can put the customer back into CRM.
The Vendor Vultures
CRM providers are like scavengers these days, eager to poach from a competitor's client list.
Sales Away into the Cloud
Software-as-a-service has expanded horizons—but your sales reps may ultimately need a unified solution.
They’ve Got Your Number
Enterprises now see the potential for telephone-enabling technologies and software-as-a-service to help capture the voice of the customer.
Market Focus: Pharmaceuticals -- CRM Undergoes an Experimental New Treatment
An older CRM vertical gets a new dose of on-demand technology.
CRM on Twitter: November 2009
What does the Twittersphere think of Salesforce.com?
The Next Billion: A CRM Magazine Special Report
In 1999, Marc Benioff's Salesforce.com went looking for the end of software, and a decade later found its first billion-dollar year. Now it's looking for the next billion.
The 10-Year Timeline
A look back at the peaks and valleys (and more peaks) of Salesforce.com's first decade.
After the Revolution
Salesforce.com was careening toward bankruptcy. Even Marc Benioff secretly feared his company's days were numbered. But then revenues picked up — and the revolution began in earnest. He's shown he can topple an industry — but can he lead one?
All for One, and One for All
A special Salesforce.com edition of Real ROI.
Compensation Management with a Real Payoff
Open-source software provider Ingres commissions Xactly to automate incentives.
Be Nimble, Be Quick
Ingres sticks to the software-as-a-service model for cost savings and deployment flexibility.
Selling to the Sales Experts
The Sant Corp. discovers that even expertise in sales-specific software can be bolstered by an integration with other sales-specific software.
Buzzer Beater
Comcast-Spectacor takes a shot—and scores more revenue for email campaigns—with Salesforce.com.
Re:Tooling -- E-Signatures: Sign 'Em Up!
As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.
Who's Afraid of the Big, Bad Wolf?
Is Salesforce.com a threat to vendors of marketing automation solutions?
Helpstream Adds Marketing Automation to Suite
Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.
Finding the ‘Where' with Software
SpatialKey's on-demand solution boasts a geographic information system (GIS) that's both low cost and caters to the business user.
Ribbit Hops onto Oracle On Demand
The move into Oracle's ecosystem opens up more opportunities for growth, according to company executives.
Oracle Reinvigorates Mobile and Social CRM Offerings
Oracle OpenWorld '09, Day 3: One executive calls Oracle CRM On Demand not only Big Red's fastest-growing software-as-a-service application, but its fastest-growing application — period.
Salesforce.com Invests in a Provider of Software-as-a-Service Accounting
Coda 2go, an application built natively on Salesforce.com's Force.com platform, becomes FinancialForce.com, a new company backed by Salesforce.com and Unit 4 Agresso, parent company of accounting software vendor Coda.
Jesubi Just Wants to Jumpstart Your Sales Productivity
The company's flagship sales force automation product tries to bring clarity to ad hoc selling.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
Driving Bigger Sales Down Under
The TAS Group steers FleetPartners toward its sweet spot with an influx of higher-quality deals.
Climbing to New Heights of Lead Generation
Looking to expand its library of ideas, CrownPeak, a provider of Web content management software, turns to Demandbase to target more customers at less expense.
Software-as-a-Service Can Save You Money -- Even in the Long Term
Undercutting conventional wisdom, a recent Forrester Research report raises the possibility that a SaaS deployment can outperform an on-premises one for as long as five years -- or more.
Salesforce.com's Second Stab at Service
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
Salesforce.com Finally Finds the Contact Management Space
The company brings forth its fifth option for CRM users, Salesforce Contact Manager, geared toward the smallest of businesses.
Act! Gets Even More Social in 2010
A new version of Sage's contact and customer management software sports a redesigned interface, social media capabilities, and e-marketing functionality.
The Power of Post-Sales Analytics
The path to igniting sustainable sales performance.
The 2009 Influential Leaders - The Cloud Commando
MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM
The 2009 Rising Stars - Jigsaw
Purifying the Data
The 2009 Rising Stars - InsideView
Aggregating the Data
The 2009 Elite - NBC Universal Airs a Winning Program
The media giant unifies its systems—and maximizes sales opportunities—on the Salesforce.com platform [Enterprise Suite CRM]
The 2009 Market Leaders - Consultancies
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Incentive Management
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Sales Force Automation
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Small-Business Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Midmarket Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Enterprise Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 CRM Market Awards: The 2009 Influential Leaders
In the age-old battle between dreamers and visionaries, visionaries win out every time. The eight individuals honored this year may not be the biggest names in CRM — well, not all of them, anyway — but there's no doubt each one sports a powerful vision.
CRM Bucks the Downward Financial Trend
The CRM industry grew 12.5 percent in 2008, to $9.15 billion.
Microsoft’s Million-Member March
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
Social CRM Showdown
CRM Evolution '09 — Day 3: Two sets of panelists take the stage to confer on social CRM — where we are now and where we may be headed.
CRM Magazine Announces Winners of 2009 CRM Market Awards
Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.
Oracle's Other Half Lands in the Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for SFA '09: The research firm evaluates two fewer vendors this year, and promotes Oracle CRM On Demand to join corporate cousin Siebel CRM in the top quadrant for the first time.
Strategies that Endure
Proven business strategies abound—even new ones.
Intelligence in the Cloud
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
LucidEra: The End of an Era?
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Less Is More
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
More Books, Fewer Worries
Self-publishing company Author Solutions turns to Salesforce.com's platform-as-a-service to host its operations and expand its library of ideas.
Are You Ready to Zwitch to Zoho?
The productivity suite provider integrates email and CRM, beefs up its Projects application, and entices Salesforce.com users to switch over.
After Swallowing SupportSoft, Consona Conveys Renewed Roadmap
CRM player plans to integrate proactive service offerings and to focus on point solutions.
CRM Market Grows for Fifth Straight Year
Software-as-a-service, analytics, and customer retention technologies help lead the way, according to a new Gartner report — and SAP retains the market-share crown.
Microsoft Makes a Million (or Two)
Microsoft Worldwide Partner Conference '09: The tech giant hits two major milestones: a million members of its partner network and a million customers for Dynamics CRM.
Lithium Floats a Social CRM Balloon
Lithium Technologies' new suite, launched today, looks to unite traditional CRM and the social Web.
nGenera CIM Goes Tactical
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
Radian6 Listens to the Demand and Integrates with Salesforce.com
The listening platform provider brings social media analysis to the CRM world.
Big Red Roundup
Oracle releases financial results, announces the departure of an influential leader, and creates news around its Fusion Middleware Apps.
Re:Tooling -- Partner Relationship Management: Rousing from a Slumber
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
Starting on the Right Foot with Social CRM
Start-ups require speed, and the social Web is the backbone of velocity.
LucidEra Shuts Down Operations
Sources say the software-as-a-service business intelligence vendor caved under tough economic conditions.
Marketo Brings Social Into Sales Insight
Incorporating data from Jigsaw, Demandbase, and LinkedIn, Marketo aims to empower sales with its native Force.com application.
Tying Together Social Service and CRM
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Social Customer Service Remains "A Breed Apart"
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
RightNow's May '09 Edition Introduces Cloud Monitoring
RightNow Technologies' latest release provides the company's answer to social media and customer service.
Strategy and Social Media: Everything’s Social (Now)
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
Sales and Social Media: No One’s Social (Yet)
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Sales in the Facebook Era
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Doesn't Your Sales Team Want Access to Prospect Data?
Eloqua's latest release strives to throw more than just leads over the wall from marketing to sales.
Demandbase Provides More Tools to Capture Ripe Leads
The provider of lead-generation solutions unveils Demandbase Professional 2.0 to help B2Bs target the right people at the right time.
Sage Expands Its Social and Cloud Computing Plans
Sage Insights '09: Executives revisit the Sage CRM 2010 roadmap with insight into what CRM users want -- and are ready for.
InsideView's Vision Of Social Sales
The vendor's new SalesView Buzz tab aggregates social networking information and integrates the data directly into CRM systems, providing richer context around sales leads. The problem? A significant amount of data on the social Web is simply wrong.
TreeHouse Interactive Digs Up the Roots of ROI
New features in the company's Marketing View product focus on demand generation and connecting campaigns to leads.
Low Costs Drive the Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '09: Microsoft and Salesforce.com join Oracle as Leaders in the analyst firm's annual assessment.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Fandango Has Just the Ticket
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
Sugar Express Is Aimed at SMBs' Sweet Tooth
Analysts say the newest solution from SugarCRM allows the open-source CRM pioneer to compete directly with Salesforce.com.
Jigsaw Cleans Your Cloud
The online business directory's new Data Fusion product targets issues of data quality.
Zuora Scores 100
The billing-as-a-service provider expands its platform to include 100 features, including a new taxation module.
Can Cloud Computing Get "Army Strong"?
RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.
Enterprises Restructure Mobile Strategies
Aberdeen Group reveals that, as technology budgets are slashed, organizations are deploying new methods to meet the mobility demand and to appease "pro-sumers."
Social Media: The Five-Year Forecast
Social media has only just taken off, says Forrester analyst Jeremiah Owyang -- and his "Future of the Social Web" report says social networks and marketers will have to change their strategies. "Bad things will happen," he says.
ISM's Top 15 Arrives -- and Exceeds 15
ISM Top 15 '09: The consultancy reveals its annual list of the best companies and products in CRM.
The 2009 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2009 CRM Service Awards: Rising Stars -- Introduction
The five companies we cast an approving eye on -- some names that might be new to you, but at least one that will be all too familiar, in a different context.
The 2009 CRM Service Awards: Rising Stars -- Get Satisfaction: Socializing Your Service
Get Satisfaction enables customers to connect with companies—and receive "people-powered customer service" in return.
The 2009 CRM Service Awards: Rising Stars -- Helpstream: Ministering to the Masses
Helpstream brings the community into customer service.
The 2009 CRM Service Awards: Rising Stars -- Parature: Gaming the System
On-demand customer service provider Parature expands from interactive gaming to target firms of all sizes.
The 2009 CRM Service Awards: Rising Stars -- Salesforce.com: Clouding Up the Scene
CRM veteran Salesforce.com utterly revamps its service offering through acquisition and innovation.
The 2009 CRM Service Awards: Rising Stars -- Sword Ciboodle: Crossing the Pond
Sword Ciboodle—the former Graham Technology—plants a flag in North America.
Siperian Directs Business Users to Master Data
The MDM vendor releases a new application to empower business issues with data management.
Salesforce.com Frees Up Mobility
Cloudforce London '09: The popular on-demand provider introduces a free version of its mobile CRM access package -- after all, one executive says, "cloud applications make mobility possible."
NetSuite Connects Two Clouds
Partner-built connectors link NetSuite's cloud with rival Salesforce.com's, allowing overlapping customers to combine applications.
NetSuite Forms Another Cloud Out West
The on-demand CRM and ERP vendor introduces the SuiteCloud Ecosystem, the latest word in software-as-a-service development and distribution.
Spring Brings Service Tweets from Salesforce.com
Cloudforce Tour: Customer service in the cloud gets Twitter integration.
Microsoft Announces Free Accelerators and Online Service Updates
Microsoft Convergence '09: In light of a troubling economy, Microsoft offers free service upgrades and eight add-ons for its Dynamics CRM and CRM Online customers.
ZoomInfo Zooms In On the SMB
The company data provider focuses on bringing more intelligent data to the midmarket.
Microsoft Focuses on Existing Customers
Microsoft Convergence '09: A focus on people, process, and an integrated ecosystem is what's needed for businesses expecting to survive this turbulent economy.
Zuora Subscribes to Facebook
On-demand billing vendor Zuora takes its Z-Commerce platform to the social networking cloud.
Stimulating Citizen Experience
Could an infusion of Web 2.0 in the public sector change the way we view constituent service?
Making Relationships Matter
As LinkedIn grows, what does the future hold for enterprise social networking?
A Tough Transition Made Easier
Assisted living is a growth industry, but one suffering from information overload.
RIM Shows Off BlackBerry Enterprise Server 5.0
BlackBerry Media Event: The smartphone provider describes the release as "the easiest upgrade ever."
Salesforce.com Expands the Cloud to Sales
The Spring '09 release of the popular on-demand CRM platform includes new social functions for salespeople.
SugarCRM Gets Touched by an Angel(.com)
SugarCon '09: Angel.com, an interactive voice response specialist, teams with the open-source CRM pioneer to phone-enable SugarCRM accounts.
Spend Your Way Out!
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
Cutting Costs, Not Cutting Corners
D-Tools tries riding out the recession with low-cost, high-quality CRM.
Oracle CRM On Demand Takes Aim at Salesforce.com
A slew of enhancements mark the 16th update to Oracle's software-as-a-service CRM option, and comparisons to Salesforce.com abound.
IBM Thunders into Cloud Computing
IBM announces cloud-based services within LotusLive, plus integration with CRM players, social networking, and mobile applications.
Keeping Your Financials Intacct
The provider of on-demand financial applications launches its Winter 2009 product.
Xactly Acquires Centive
Analysts say consolidation in the sales performance management market was expected -- but this particular deal comes as a surprise.
NetSuite's OpenAir Opens Up to Salesforce.com
The provider of professional services automation -- now a NetSuite company -- announces closer integration with Salesforce.com.
Salesforce.com Adds Service to the Cloud
The software-as-a-service CRM vendor's new Service Cloud solidifies crowdsourced customer support.
The True Definition of UC
New research shows confusion among users over what unified communications really means.
Three Tiers for Infusionsoft
The small-business CRM provider unleashes Basic, Deluxe, and Pro editions.
Taming the Digital Client in 2009
Technology will pave the way to customer focus and cost-efficiency.
The Shots Heard ’Round the World
A turbulent economy is driving some on-demand vendors to reduce fees. Is a price war looming in software-as-a-service?
30,000-Foot Views of the Cloud
A few insights on the subject from various thought leaders.
Feedback: January 2009
Readers talk about home agents, new consultants, and business architects.
The Google-ization of CRM
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
Shake Your Moneymakers
Here are three areas in which technology can help your organization sell better.
Incentives at the Speed of Lightpath
Sales compensation helps a communications provider close deals more quickly.
Music in the Key of Savings
Yamaha cuts down on its paper trail and customer-correspondence time with an electronic-signature tool.
On-demand Content Management Sprung
The latest release by SpringCM brings affordable alternatives to traditionally cumbersome and expensive content management systems.
Small Businesses Want to Get Social, Too
Research indicates that the use of social networks among small businesses will double over next 12 months.
Business Objects Ups the Ante on On-Demand BI
SAP's business intelligence division strengthens its abilities in data warehousing and data exploration with its latest BI OnDemand release.
Fonality Gift-Wraps CRM Integration for SMBs
The vendor's new PBXtra Unified Agent solution fulfills the promise of unified communications, according to one analyst.
SugarCRM Shows a Web 2.0 Sweet Tooth
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
Software-as-a-Service Gets Strong Loyalty Marks
A new Gartner survey indicates that nearly 90 percent of current or intended users of on-demand software expect to maintain or grow their SaaS footprint.
The Next Disruption
The notion of Peak Oil has more to do with CRM than you think.
Transparency
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
Makana Solutions Makes Plans
A new sales compensation management tool joins the Makana Motivator family of products.
Sign Here, Click Send
New product release from electronic-signature provider EchoSign offers reporting and analytics to optimize the sales cycle.
HP Now Serving NetSuite to Order
The hardware-and-services vendor inks a partnership with NetSuite to resell CRM.
Former Oracle Executive to Join SAP
A year out of the spotlight, John Wookey is back on the scene, except now he's playing on a different side.
Jigsaw and SkyData Piece Together Mobile Contact Data
Dreamforce '08: The software-as-a-service companies partner up to deliver a contact database to the traveling business user.
Cloud-y Announcements Surround Salesforce.com
Dreamforce '08: Salesforce.com's partners capitalize on conference momentum with a number of new announcements and product releases.
NetSuite Saps a Competitor and Shows Growth
The popular on-demand CRM and ERP provider takes a bite out of yet another company's customer base.
Salesforce.com Doubles Down on CRM
Dreamforce '08: The SaaS vendor ups research funds for CRM, declaring this a critical time to listen to and invest in customers and employees.
Salesforce.com and Amazon.com: Superpowers Team Up in the Cloud
Dreamforce '08: Salesforce.com cofounder, Chairman, and CEO Marc Benioff announces the cloud company's foray into Web sites and its integration with Facebook and Amazon Web Services platforms.
Captive Audiences
When you only get one side of a story, are you really getting what you need?
Market Focus: High-Tech -- The Complexity Chasm
As high-tech companies seek new directions, is the customer experience falling through the gap?
Feedback: November 2008
Readers sound off on the real reasons behind poor service.
Invicta’s Thrill of Victory
A dealer of wireless products and service conquers the agony of weak processes with LongJump.
All the News from NetSuite
Rounding up a slew of announcements from the on-demand CRM provider, including a half-price deal targeting Salesforce.com customers.
Companies Catch the Customer Experience Wave
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
Social Media Wants You
Eloqua Experience '08: Charlene Li, the co-author of "Groundswell" and former Forrester Research analyst, offers simple advice for taking on social media: Just do it.
On-Demand Analytics Birsts Upon the Scene
Success Metrics releases Birst, a software-as-a-service business intelligence package with a free entry-level offering and a surprising focus on verticals.
SAP Retains Market-Share Lead in CRM
Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom.
Market Focus: Sports & Entertainment -- Build a Good Event and They Will Come
A loyal fan base is the best defense against a declining economy.
The New Breed of CRM Consultant
With the days of never-ending on-premises engagements and limitless budgets long gone, CRM can no longer sustain the consultancies of yesteryear. But what kinds of professional services are still needed in today's CRM industry—and what kind of CRM are consultants selling?
Arranging All the Pieces of the Puzzle
Methodology and training firm Sales Performance International gathers up its scattered client data with Jigsaw Data's online contact management.
The Industry According to Benioff
Gartner Web Innovation Summit '08: Salesforce.com chairman and CEO weighs in on the evolving software landscape and his CRM company's monumental leap onto the platform.
Google Exec Talks Business in the Cloud
2008 Office 2.0 Conference: In just one year, the Internet has completely changed the way we do business.
Mobile CRM Finds a Permanent Home
A 2007 Rising Star delivers a browser-based CRM suite that stays true to its wireless roots.
Demand Generation's Last Frontier
Your Web site can drive conversion rates.
Oracle and SAP Surf Side-by-Side in Forrester Wave on Enterprise CRM
Forrester Wave on Enterprise CRM Suites '08: Forrester Research's latest on big-business CRM shows close competition between the two, with Microsoft coming on strong.
Oracle Integrates CRM On Demand with Siebel
In an effort to unite on-demand and on-premises CRM, Oracle takes responsibility for product integration -- a move that looks particularly appealing for partner channel management.
New Markets and Leaders Emerge
SaaS revenue will likely remain the driving force behind the CRM industry's growth, but emerging niche markets will also play a role.
Socialized CRM
CRM has never prioritized the individual salesperson—but social networking changes all that.
Tech Solution: Business-Card Scanners
Business Problem: Managing important business contacts amid a hectic travel schedule.
CRM Dials into the iPhone
Is the industry ready to turn a consumer craze into a business tool?
Market Focus: Financial Services -- Keeping Your Money on Their Minds
Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with when it comes to CRM.
The 2008 CRM Market Awards: Table of Contents and Introduction
CRM magazine announces the winners of its 2008 CRM Market Awards.
The 2008 CRM Market Awards: Influential Leaders -- Paul Greenberg
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
The 2008 CRM Market Awards: Influential Leaders -- Sridhar Vembu
The Penny-Pincher: Sridhar Vembu -- chief executive officer, AdventNet, parent company of Zoho.
The 2008 CRM Market Awards: Rising Stars -- Apple
Devising the newest mobile device.
The 2008 CRM Market Awards: Rising Stars -- Ribbit
Rethinking voice in the user interface.
The 2008 CRM Market Awards: Rising Stars -- Zuora
Sending the bill, from A to Z(uora).
The 2008 CRM Market Awards: Elite -- Introduction
The four customer implementations deemed most worthy this year.
The 2008 CRM Market Awards: Elite -- Qualcomm
Swifter connections and speedier results with EchoSign and Salesforce.com.
The 2008 CRM Market Awards: Elite -- Toledo Mud Hens
A minor league team plays like it's in the majors with Microsoft and First Tech Direct.
The 2008 CRM Market Awards: Market Leaders -- Enterprise Suite CRM
With Siebel Systems and PeopleSoft finally assimilated, Oracle takes its place atop the throne.
The 2008 CRM Market Awards: Market Leaders -- Midmarket Suite CRM
In a largely untapped market, Salesforce.com finds itself firmly in the winner's circle for the third consecutive year.
The 2008 CRM Market Awards: Market Leaders -- Small Business Suite CRM
For the "true" small business, needs may be less robust, but reliability's a must -- and Maximizer Software takes top honors this year.
The 2008 CRM Market Awards: Market Leaders -- Sales Force Automation
Some things don't change: The continuing trend toward "SFA plus something more" is accelerating, and Salesforce.com takes the title once again.
The 2008 CRM Market Awards: Market Leaders -- Incentive Management
In the first-ever appearance of this category, Callidus Software takes the inaugural crown.
Forrester Waves to Midmarket CRM
Forrester Wave: Midmarket CRM Suites '08: Despite consolidation, buying CRM software for the midmarket segment is still a major headache.
Demandbase Helps Harvest Leads, One by One
The software-as-a-service demand generation specialist gets on the platform bandwagon, and releases a free tracking widget as well.
Eloqua Opens Up With Web Services
New application programming interfaces aim to increase flexibility and ease integration with CRM systems -- particularly sales and marketing solutions.
SugarCRM Wants to Open the CRM Door
CRM Acceleration '08: The cofounder and CEO of the open-source CRM pioneer says that the best technology can finally win in this industry -- and that one day SugarCRM "will be a billion-dollar company."
Cashing In Without the Cash
Xactly launches Rewards on Salesforce.com's platform to "close the loop."
CRM Magazine Announces the Winners of the 2008 CRM Market Awards
Companies, customers, and industry visionaries are honored for successes in the CRM marketplace over the previous 12 months.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
A Code Win Doesn't Blow
CRM is all over this year's awards for programming excellence.
Wouldja Look at That?
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
8 Enterprise Strategies That Stick
CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.
CRM Searches for Search
The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?
SAS Institute Gets Some Bright IDeaS
The analytics and statistical analysis powerhouse acquires an on-demand price optimization vendor -- and builds a new practice around it.
SFA Vendors Come and Go in Gartner Magic Quadrant
Magic Quadrant for SFA '08: Gartner's latest sales force automation report shows some movement, including some dropouts, as the research firm focuses on big business; Oracle and Salesforce.com top the field.
SAP Retains Market-Share Lead in CRM
Market intelligence from Gartner shows the Wonder of Walldorf still on top in CRM, ERP, and supply chain.
BT Snaps Up Ribbit for $105 Million
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
CDC Release Pivots Around Microsoft Technologies
Pivotal CRM 6.0 makes the platform more familiar for users.
SnapLogic Offers Integration in a Snap
The open-source data integration company provides a SugarCRM Solution Pack to solve integration woes.
Entellium Builds a CRM Suite to Rave About
The vendor launches two new products for its Rave suite aimed at "true" small businesses, and hooks up with Boomi as an integration partner.
¡Viva la Revolucion!
It's been a long and wasteful battle, but are we nearing the end of the war between marketing and sales?
The Last Word from Microsoft's WPC
As the show wraps up in Houston, a roundup of some announcements from the vendor's weeklong Worldwide Partner Conference.
CRM Vendors Say Hello to the New iPhone
Apple's 3G update to its popular handheld has early support from big names in the industry, but little meat so far.
CRM Market Continues to Soar for a Fourth Straight Year
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
This Is Not Your Father’s CRM Industry
Many companies are already seeing the ownership, or control, of their customer relationships shift toward the customer.
CRM’s a Social Animal
On The Scene: Web 2.0 -- As enterprise social computing takes off -- and employees clamor for more -- CRM providers scramble to connect, as well.
SAP Looks to ‘Change the Game’
On The Scene: Sapphire 2008 -- One analyst believes the latest from the German juggernaut propels the company squarely back into the CRM 2.0 battle.
Market Focus: Healthcare -- A Prescription for Satisfaction
As healthcare becomes more technologically advanced, are patients better served?
Is Microsoft Winning the CRM Race?
The latest CRM products and partnerships from Redmond's software juggernaut have set industry tongues wagging about whether Microsoft has finally forced its way to the forefront -- or if it was ever destined to be a true leader in the first place. Plus, an exclusive interview with Microsoft Chief Executive Officer Steve Ballmer.
Jumping Into the SaaS Pool
It's no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM.
Growth Trend Continues for CRM
A new report from AMR on customer management indicates double-digit market growth is here to stay, though the economy remains a concern.
Sales and Marketing: One Big Happy Family?
Maybe someday. In the meantime, Genius.com has unveiled a solution that strives to bridge the departmental divide.
Mindjet Connect Allows Users to See the Big Picture
The company's nonlinear, collaborative workspace product brings visualization to customer relationships and business projects.
Salesforce.com Kicks Off a Cloudy Summer
With the launch of Salesforce Summer '08, the on-demand superstar raises the level of discussion about platform-as-a-service, partnerships, and more.
Partners and Customers and Relationships, Oh My!
BlueRoads and Microsoft team up to offer joint partner management and CRM.
NetSuite Inhales OpenAir
The popular on-demand CRM vendor puts its cash to good use in snatching up professional services automation developer OpenAir.
Making Mashup Masterpieces
Business just got a little more hands on -- and a lot more interesting.
CRM on Twitter: June 2008
As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.
Is SaaS Ready for Its Contact Center Close-up?
Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers
Lollipop Loyalty
As rewards programs proliferate, your best customers want -- and deserve -- more consideration.
The Second Coming of Web 2.0
"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?
Awana Hears a SaaS Sermon
An international youth ministry gets the CRM it needs, integrated with the enteprise resource planning system it knows.
SugarCRM Unveils its Data Center Edition
The open source CRM vendor moves to put customization and control in the hands of enterprise customers and partners.
Zuora's New SaaS: Subscriptions-as-a-Service
Industry veterans launch an on-demand billing provider, offering a new way to handle time-based invoicing for goods and services.
ISM Announces Its Top 15 Lists for CRM
ISM Top 15 '08: The CRM consultancy anoints its annual crème de la crème of the industry, and divulges emerging and prevalent industry trends.
Voice Automation Hops to the Forefront
Ribbit, calling itself "Silicon Valley's first phone company," launches a CRM integration with Salesforce.com, paving the way to unite business applications with the spoken word.
SAP Seeks to Tie Up Loose Ends
SAPPHIRE '08: Relying on services-oriented architecture, SAP co-CEO Henning Kagermann believes his company can now help businesses "close the loop" between strategy and execution.
Is CRM Too Hard for Microsoft?
On The Scene: Convergence 2008 -- Redmond's mighty software maker finally has what it needs for a great CRM program -- but is it too late?
Vendors Go Virtual for Feedback
On The Scene: SAP CRM 2008 -- Online communities are another way to get into customers' heads.
Feedback: May 2008
Skin in the Game
Centive smoothes away the calluses for a dermatology-product vendor.
Etelos Moves Forward With Reverse Merger
The SaaS and PaaS vendor becomes a public company in an unorthodox way, raising funds for further development of its Etelos Marketplace.
Web 2.0: The Wrap-Up Edition
Web 2.0 Expo '08: Mashups and meshes and dashboards -- oh, my!
SaaS Offers More to Manufacturers
Software-as-a-service solutions are now available for the industry's complex applications.
Open Source Is an Open Book for SaaS Providers
A new study from Gartner predicts that, by 2010, 90 percent of software-as-a-service providers will incorporate some component of open-source technologies into their infrastructures.
Microsoft Goes Live with CRM Live Online
The 4.0 version of the recently renamed on-demand CRM suite from Microsoft reaches its domestic launch date.
Zoho CRM Goes Enterprise
Zoho moves up in functionality but continues to keep prices down.
Infusion Software Updates Its Name and Brand
The small-business CRM service provider becomes Infusionsoft, dropping "CRM" from its product name along the way.
On-Demand CRM Primed to Shock and Awe the On-Premise World
In the battle for software supremacy, new research predicts the on-demand CRM market will grow more than six times faster than its on-premise counterpart through 2010.
Salesforce.com Comes to Town
Just a quarter of the way through the year, the company's 'SaaS' tank is full and ready to go.
Coghead Opens its Gallery Doors
With its new open-exchange model, the platform-as-a-service vendor lets a broad array of developers market, distribute, and sell their offerings.
The Move Is "On" For Financial Management
Intacct's spring 2008 announcement reveals greater on demand capability and a market-specific on demand solution for financial management.
Arm Your Sales Teams
Technology can shorten the sales cycle, from prospecting to close.
SaaS CRM Helps Olympic Swimmers in the Shallow End
Small and medium businesses increasingly turn to the Web for applications that fit.
Jumping from SaaS to PaaS
Bungee Labs platform-as-a-service model connects CRM into the lifecycle of on demand business applications.
SMBs Can Be Mobile, Too
Wireless data provider Mobile Data Now hooks CRM up to mobile devices.
LiveOps Dials in Telephony to Salesforce.com's AppExchange
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
The Poker Dynamics of CRM
CSO Insights' Sales Performance Optimization '08: Today's companies are finding a full house of technology options.
A Tenancy of One's Own
Just when the battle between on-demand and on-premise CRM seemed to settle down a bit, a new one opens up: single-tenant architecture versus multitenancy.
destinationCRM Dashboard: April 2008
Highlights from the month's news.
Managers Jump Up and Down for Social Networking
Enterprise social networking takes flight with Trampoline Systems' newest release.
Zoho Brings Another Application to the Cloud
With yet another Web-based application -- Zoho Invoice -- the Zoho Suite extends its sweet offerings.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Virtualization Takes Hold, Says Gartner Magic Quadrant on Desktop Outsourcing
Out of a 12-company scrum assigned to the top quadrant, EDS leads the pack.
Where There's a WizKid, There's a Way
The fourth annual Beagle Research study outlines the year's seven coolest and most innovative industry solutions.
Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Should Microsoft Quit CRM?
Microsoft Convergence 2008: While some analysts leaven criticism of Microsoft's Dynamics offerings with restrained praise, one recent report suggests the company "continues to lag rivals significantly" and should give up on CRM entirely.
Omniture Gets Visual
The Web-analytics vendor introduces a new video-measurement function and a renewed focus on user-friendliness.
Oracle Finally Says ''See Ya'' to ''Siebel'' for On Demand CRM
In addition to a long-rumored change in naming conventions, the software giant's Release 15 weaves social networking into on-demand CRM; also, a new Mobile Sales Assistant is unveiled.
Apple Takes a Bite Into Enterprise CRM
With Salesforce.com's announcement of an iPhone-specific application, will Apple finally tackle the corporate world?
Best Practices: CRM and Wireless
Gartner Wireless '08: By heeding lessons learned, companies can help ensure they get the maximum benefit from mobile CRM deployments.
Have Laptop, Won't Travel
Gartner Wireless '08: As the mobile workforce continues to evolve, "portable personality solutions" will be all the rage, says one Gartner analyst.
SaaS Is As Easy As 1-2-3, A-B-C
Small and midsize companies are slowly but surely turning their heads -- and business -- to software-as-a-service.
Everything Is Social
The word is everywhere now: social networks, social frameworks, social platforms.
NetSuite's Sweet Ride Takes Another Turn
After what one analyst called a "painfully long" anticipation, the on-demand CRM vendor finally goes public
SaaS X.0?
The next wave of on-demand computing may just be another trendy "2.0" label.
Selling CRM to Your Sales Force
They're set in their ways, stubbornly independent, and resistant to change. But your staff doesn't have to be your toughest sale.
Governing Better Marketing
Varonis excels beyond Excel and into marketing automation.
Tech Solution: Master Data Management
Business Problem: Companies need to integrate disparate information.
OpSource Sees SaaS Reigning In the Cloud
With its new OpSource Connect, the provider of software-as-a-service infrastructure sees mainstream acceptance of SaaS as a sign that the industry is primed to tackle integration now.
NetSuite Calls In the BOS
The on-demand CRM vendor, recently public, launches an application development platform -- NetSuite Business Operating System -- for custom and vertical software.
Salesforce.com Rises on Adobe's Hot AIR
With the help of Web-application powerhouse Adobe, Marc Benioff -- Salesforce.com's founder, chairman, and chief executive officer -- brings his company's Force.com platform to the corporate desktop.
Boosting CRM Adoption
Using customer loyalty data to inject new life into your CRM system.
Oracle Explores the Power of One
Single-tenant architecture for the on-demand world gets a powerful enterprise advocate in a new edition of Oracle's Siebel.
Oracle Hyperion's Performance Manages to Top Gartner's CPM Magic Quadrant
In the research firm's annual look at the consolidation-ridden corporate performance management space, Oracle's Hyperion acquisition was the only one that made the cut -- literally.
Mobile CRM Keeps Moving, and FrontRange Tries To Get Out Front
A recent spate of releases continues to expand the marketplace for mobile CRM, even as mobile stalwart BlackBerry suffers yet another nationwide service interruption.
At Your Service: Where SaaS Goes from Here
The "software-as-a-service" industry takes yet another big step toward the mainstream with a new release from Web-content management vendor Clickability that relies on a series of technologies delivered "as a service."
Salesforce Turns Silver
The popular software-as-a-service CRM company delivers its 25th release -- Spring '08 -- adding collaboration and content features amidst rumors of ownership-shopping.
CRM Drives Down-Market
SAP and Microsoft make big moves to embrace smaller customers.
Market Focus: Professional Services -- Consultants Adapt to Changing CRM Landscape
On-demand CRM remains an ongoing challenge, but social networking promises to be the real wild card.
Always On
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Rumble in the Office
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
Collaboration: The ''C'' in CRM
CRM is changing, and you better change with it.
ACT! Enacts an Online Community
Riding the Web 2.0 wave, the Sage Software unit provides a place for users and experts to interact.
Salesforce.com Brings Utility Computing to On-Demand -- But Not to CRM
The Force.com platform becomes the first software-as-a-service offering to allow pay-per-login pricing, but the company's CRM applications aren't included.
The Rise of the ''Anywhere Application''
As emerging technologies provide access to data and applications no matter the device or location, demand is likely to boom, according to Yankee Group.
Mismanaged Lead Management
Sales organizations aren't measuring what they need to measure; closed loop lead management could be the answer to multiple woes.
SFA for the Consumer Goods Industry Comes of Age
New research cites positive changes, and sees a maturing market that still has fragmentation.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
No Rest for the Wiki
Don't worry: If you're not wiki-ing yet, you will be soon.
Market Focus: Manufacturing -- Customers, Meet Your Makers
Thanks to increased adoption of CRM, manufacturing is putting things together.
Fine-Tuning the Channel
They're not exactly employees, and they're not quite customers, but your channel partners can be equally important -- and you can't just direct them by remote control.
The Emergence of Scientific Selling Technology
Salespeople need new tools to sell in a new world.
NetSuite Takes Stock, and Sells It
The on-demand CRM vendor posts a big IPO, suggesting the tech market is still buoyant.
Centive Streamlines Sales Data for '08
The Compel Winter 2008 release from Centive features an interactive dashboard allowing sales pros to view their stats in one place.
Sugar Announces Its Latest Plum
Sugar CRM boosts customization and on-demand capabilities with its latest version, after a platform overhaul.
Microsoft Unleashes a Titan
The much-anticipated Microsoft Dynamics CRM 4 makes it to market in time for the close of Q4 2007, to the sounds of analyst praise.
CRM: Vertically Challenged
Unique industry needs are not being addressed by generic solutions.
IDC Eyes Technology's Future
An interesting year ahead: new technologies to be harvested, new markets to be explored, and new ideas hovering on the brink of reality.
Salesforce.com Connects Me to You
The on-demand vendor celebrates a new social networking feature -- and its millionth subscriber.
The Dark Side of the Search Engine
Will a sage oracle sap your nice salesforce?
SAP's Midmarket Design
SAP Business ByDesign is the company's new on-demand midmarket product; much of its success hinges on SAP's channel strategy.
It's All Coming 2.0gether
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
Power to the People
Now that consumers can create content of their own, marketers no longer control the message. If you can't lead the conversation, you'd better learn how to be part of it.
Web Analytics Dives Deep Into a Sea of Data
A new report details how to better understand -- and, even more critical, how to apply -- Web analytics.
IBM Acquires Cognos
The $5 billion deal marks ongoing consolidation in the Tier One business intelligence market; a "significant change" in IBM's direction, one analyst notes.
Big-Name Vendors Get Into Gartner Magic Quadrant for Web Access
The research firm's assessment of companies handling access to Web-based applications reveals a rising Sun among the top group.
Things I Learned at Dreamforce '07
A few more takeaways from the fall's big event.
Market Focus: Technology -- The Simple Truth about Complex Manufacturing
Tech firms need CRM as much as any other company--and sometimes even more.
Tech Solution: Social Networking Tools
Business Problem: Inability to generate qualified contacts and leads within customer companies.
Omniture Set to Acquire Visual Sciences
The pool of Web analytics providers continues to shrink.
NetSuite: A Not-So-Quiet Quiet Period
The on-demand provider fills its pre-IPO days with the announcement of SuiteBundler, a feature-and-function packaging system for resellers to maximize delivery of services.
Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
Analytics Demand Has an Online Answer
Applix bolsters its user community with a cache of new applications, development tools, and tips; one analyst says Applix On-Demand could become a SaaS offering of its own.
A SWITCH in the Top 10 Service Providers
New Gartner research details the strong growth and strengths of India-based service providers, and their inevitable arrival among the global top 10.
Cisco Buys Itself Another Piece of the Contact Center Puzzle
The networking giant's acquisition of Latigent, a provider of contact center business intelligence software, extends the reach of its Customer Contact Business Unit.
Salesforce.com's Platforming Ventures
Two venture-capital firms help launch and fund a program for companies to develop Force.com applications.
Analyzing the Sales Process
We often find that CRM systems give sales managers numbers when what they really want is insight. Is CRM finally ready to demystify sales management?
Are We There Yet?
After years of false starts, wrong turns, and disruptive detours, SMBs can now steer themselves in the right direction: Marketing can finally get them where they want to go.
The Chain Gang
Your CRM is only as good as your ability to deliver to your customers. So why not merge supply chain management data with CRM to gain a holistic view? It's not that simple.
OutClick Media Gets a Second Opinion
A medical marketing company fills its sales transparency prescription with Entellium.
Analyzing the Analyzers: The Forrester Wave on Web Analytics
Out of a field of eight Web analytics products, the latest Forrester Wave elevates five to the top category, a sign of how confusing things are for customers.
Double-Digit CRM Growth -- But Double-Digit Failures and Double-Digit License Limbo, Too
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
Dreamforce '07: Highlights from the Salesforce.com Scene
Dreamforce '07: A summary of what's on display from Salesforce.com partners at the company's annual convention.
SAP's Big Move Toward Smaller Businesses
The German giant's "A1S" product -- officially known as SAP Business ByDesign -- targets companies with between 100 and 500 employees.
Salesforce.com's Soapbox Is the Platform
Dreamforce '07: AppExchange says hello to its younger, bigger sister: Force.com, touted as "platform-as-a-service"; the family also welcomes a cousin: Visualforce, hailed as "user-interface-as-a-service."
NetSuite Goes Vertical
The on-demand provider releases upgrades to two vertical editions, as software-as-a-service vendors take "a more focused approach," according to one industry analyst.
The Dynamic Duo: SAP and Oracle Still Lead, But Oracle Offers More
Yet another market-share report tags the two vendors as the market's only leaders--but this one gives Oracle the edge in product quality. Overall, the CRM arena remains competitive.
Omniture and Salesforce.com Take a Meeting
Integration of Web analytics and CRM targets improvement of B2B marketing and sales.
Cloud9 Analytics Peers into Salesforce.com
The company debuts with a brace of on-demand applications designed to pull more sales data from the popular CRM system.
CRM's Expanding Horizon
Gartner predicts CRM software revenue will grow 14 percent this year to exceed $7.4 billion, as SaaS, sales, and foreign markets continue to drive the market.
Cognos To Purchase Applix
The $339 million acquisition is the latest example of the convergence of business intelligence and performance management.
CRM Continues Its Climb
Salesforce.com and others prove that small oceans can still make big, big waves.
Software, On and Off
A growing segment of on-demand providers is boasting of offline functionality. Is this an admission of failure, or a stopgap on the way to perpetual access?
Sizing Up the CRM Situation
Software-as-a-service, focus on customer retention and acquisition, and verticalization are factors enabling the market's healthy growth.
The 2007 Market Awards: Influential Leaders
CRM magazine's Influential Leaders are the executives and industry pundits with the strategy, product line, or visionary thinking needed to drive the market.
The 2007 Market Awards: Enterprise Suite CRM
The enterprise suite CRM market is at a critical point in its evolution.
The 2007 Market Awards: Midmarket Suite CRM
The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars.
The 2007 Market Awards: Small Business Suite CRM
The small-business themes of this past year have been partnership and verticality.
The 2007 Market Awards: Sales Force Automation
SFA is evolving into something larger and more comprehensive than it has ever been.
The 2007 Market Awards: Elite -- Sybase
The right information at the right time, with Eloqua and Salesforce.com.
The 2007 Market Awards: Elite -- Voices.com
Three free trials lead to another dulcet-toned Salesforce.com deployment.
Tech Solution: Mobile Sales Tools
Business problem: Salespeople need on-the-road access to opportunity, lead management, and other sales-force-automation-related functions.
SugarCRM's New Spoonful
The open-source CRM provider's Version 5.0 focuses enhancements on the platform and architecture; the company also provides a roadmap for going public.
Get Ready For the ''Digital Client''
The emergence of the always-on, always-connected consumer calls for companies to rethink their CRM strategies, says destinationCRM2007 speaker.
CRM Magazine Announces the Winners of the 2007 CRM Market Awards
Companies, customers, and industry visionaries were honored this week at destinationCRM2007 for successes in the CRM marketplace over the last year.
ACT! Steers Users to a New Dashboard
New Sage offering provides productivity and business intelligence improvements; one industry analyst suggests the new version closes the gap between contact management and SFA.
Speech Gets Loud and Clear
Two sessions at SpeechTEK 2007 center on the importance of speech as a self-service enabler and its ability to serve as a gateway to CRM applications.
The TAS Group Livens Up Its Selection
Sales effectiveness training gets a four-course meal of process, methodology, technology, and performance metrics from the company's new subscription service.
Filling the Void in CRM Application Support
Keys to filling the gap between clients and CRM vendors.
NEC's Buy o'Sphere Expands the Ecosystem
The Japanese-based vendor's purchase of Sphere Communications is a move to bolster its unified communications portfolio, according to one industry pundit.
SaaS Will Outpace the Rest of the Market
A recent forecast predicts software-as-a-service will be the dominant source of the market's revenue growth.
Brainshark Floats a New Version
The latest version of the company's business communication solution helps users analyze how audiences are responding.
The Age of WIT?
Indian consultancies are increasing their pursuit of their Western competitors, and are experiencing similar outsourcing issues.
Market Focus: Financial Services--Cashing In on Integration
Financial services companies must focus on shifting away from siloed processes across departments and channels.
LucidEra Clearly Debuts On-Demand Business Intelligence
The reporting-and-analytics company offers streamlined BI for sales and marketing scenarios.
What's in a Name? Oracle's Mixed Message With Siebel CRM On Demand
Oracle reverts to the Siebel moniker for the newest version of its CRM On Demand product, which features several usability, customization, and integration enhancements.
SaaS Rises in the East
The Asian market for on-demand software nearly doubled last year as awareness and adoption rates boomed; new report says satisfaction is high for CRM and other applications.
Salesforce.com Introduces Platform-as-a-Service
With its Summer '07 release, the on-demand specialist expands from on-demand applications to on-demand platforms.
CRM Numbers Grow, But Also Mislead
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
NetSuite iPhones It In
The on-demand CRM vendor announces full in-browser capabilities for use on the wildly popular new Apple device; CRM on the hip could make Apple the next big mobile business tool.
Microsoft CRM Pricing and Availability Go Live
The company releases pricing, product information, and vertical templates for Dynamics Live CRM at its Worldwide Partner Conference; one analyst suggests Microsoft lags in the on-demand race.
Oracle's Smaller Slice of CRM's Bigger Pie
The worldwide CRM market grew 11.5 percent in 2006 to just under $6.5 billion in revenue; while SAP continues to dominate, Oracle Corp. sees both its revenue and its market share slip.
Salesforce.com Joins Siebel Atop Gartner Magic Quadrant for SFA
Magic Quadrant for SFA '07: Oracle's Siebel has to share the spotlight in sales force automation, and additional challengers are closing in.
NetSuite Will Go IPO
After years of rumor, the on-demand CRM vendor files papers to become a public company; analysts agree it's the right time, more or less.
Eat Your Vegetables
Focus on providing value to salespeople and to the company.
What Have You Done for Me Lately?
Journalistic temptation runs deep.
Gartner Details 9 SOA Pitfalls To Avoid
Either a bad technical implementation or a lack of governance will increase the risk of failure in SOA projects, according to a new report.
NetSuite Dials a New Number
The on-demand CRM suite provider floats its latest version, combining analytics, back-office integration, and partner relationship management.
Prezza Mobilizes EFM
The feedback management vendor releases an on-demand version of its mobile surveying solution, as it continues to penetrate the enterprise segment.
Tealeaf Broadens Its Offerings
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
Google and Salesforce.com: The Word
The two companies' pairing results in Salesforce Group Edition featuring Google AdWords, an integrated product for small businesses.
Custom Fits
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
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Know All, See All
Salesforce.com helps a company specializing in energy and security management services connect the field to the office.
Mobile Is Set to Get Hotter
The market for mobile applications hasn't reached mainstream adoption just yet, but is poised to hit the $9 billion mark by 2011; device makers, service providers, and software vendors all may contribute.
The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Salesforce.com Takes SOA Offsite
The company, in keeping with its "No Software" motto, announces its plan to offer service-oriented architecture on demand.
For Cognos, the Time Is Now
The company releases a new BI and performance management solution tailored for the SMB segment and based on technology acquired from the Celequest purchase.
Cisco and Salesforce.com Get Connected
The communications infrastructure vendor and the on-demand CRM provider announce Unified CallConnector, strengthening the companies' partnership.
Sugar's Expanding Knowledge Base Is Sweet
SugarCRM introduces a customer self-service portal and knowledge base to connect customers with key CRM business processes; an analyst firm draws parallels to Salesforce.com.
An SFA Wave Hits a Crowded Beach
The latest Forrester Wave for sales force automation shows that Siebel still has what businesses want; a number of other vendors are challenging its primacy.
Is Salesforce.com Changing Direction?
The vendor is implementing vertical solutions after long shyness, but how far should they go and who is creating them? Plus, two questions for the CEO.
Playground Gets Maximized
Ease of use allows sales teams to focus on customers and build relationships.
SMBs Welcome Hosted VoIP
On-demand IP communications systems are burgeoning, especially among smaller businesses with limited IT staff.
Salesforce.com Uncouples Apps from CRM
The company introduces Salesforce Platform Edition, a version that allows application development and sharing without a CRM subscription.
Salesforce.com Builds Bricks with Adobe
The two companies partner to deliver a set of tools for rich Internet application creation; the combination will flesh out the offerings on AppExchange.
Salesforce.com Plays Pandora
Salesforce.com announces the release of a slew of new Web 2.0-based document management solutions, taking them out of the realm of strictly CRM and popping the lid of possible future product releases.
PRM Rides the CRM Tide
Oracle and SAP are the big kahunas in the Forrester Wave for partner management, but there are numerous others to choose from among on-demand and specialty vendors.
Verticals OnDemand Offers Miracle Cures
The on-demand specialist partners with two other vendors to deliver CRM tools for the pharmaceutical industry; the timing is right, according to one analyst.
Perseus|WebSurveyor Remonikers
Now Vovici, the change refers to the importance of listening to customers when it comes to molding company direction; the company also launched its EFM Continuum suite.
The 2007 Service Leaders, Part 2
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
The 2007 Rising Stars and Service Excellence
There are customer service technology vendors making dynamic acquisitions and expanding their broad product portfolios that don't necessarily fit neatly into one of the seven Service Leader categories. In keeping with that our third annual Service Excellence award recipient, M2M Holdings, made two smart deals that plunged it directly into the full-suite CRM and knowledge management arenas. Also, we present our second annual Rising Star awards, spotlighting under-the-radar tech providers that are making serious strides to deepen their competitive footprint.
The 2007 Service Elite
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
ISM Announces Its Top 15 (or 16 or 17)
ISM Top 15 '07: The CRM consultancy's annual awards reveal trends in process and technology, and laud the vendors that are driving them forward.
The CRM Market Is Still Strong
The market continues to expand, albeit at a moderate pace, as vendors achieve strong growth in SaaS applications and vertically focused solutions.
Salesforce.com Springs a Space Program
Salesforce.com's Spring '07 release features AppSpace, a veritable on-demand lovechild of MySpace and AppExchange for the business user.
Microsoft Goes Vertical
At day two of Convergence Microsoft deepens Dynamics' vertical investments by announcing an acquisition and a new ISV certification program to deliver industry-relevant software to customers.
Ramping Up to Service On-Demand
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
Siebel Continues to Fly Solo as a Leader
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
Beagle Honors the Wizzes in the Biz
Beagle Research releases its third annual WizKid awards, which honors both big companies and niche players that have been frontrunners of innovation in the industry.
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Salesforce.com Makes a Vertical Splash
Salesforce Wealth Management Edition, slated to be available in Q3, caters to the financial advisor crowd; the on-demand vendor nabs Merrill Lynch, its biggest customer, with 25,000 seats.
Brainshark Clears the Sales and Marketing Channel Waters
With the release of its Marketing and Sales Effectiveness Suite, the company attempts to facilitate clear communication between marketing and sales.
Midmarket CRM Grows
SaaS and open-source CRM offerings are replacing contact managers and spreadsheets as the systems of record for medium businesses.
Prezza Releases Version 4.0 of Checkbox
The company updates and renames its flagship surveying product, focusing on workflow and usability enhancements.
CDC Responds With an Acquisition
The company buys Respond Group, a vertically focused acquisition aimed at expanding CDC's industry-specific offerings.
NetSuite Moves Up the E-Commerce Ladder
The company releases enhancements to its e-commerce engine, with improvements that are tailored for a potentially untapped midmarket, according to one analyst.
Enterprise CRM Is Three Sheets to the Wind
A new Forrester Wave on enterprise CRM finds Oracle and SAP to be riding at the crest, while a number of competitors stock the sea with solid options.
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North American Tech Companies Engineer Bolstered Service and Support Spend
Increased B2B emphasis on the customer experience and continued CRM investment from midmarket companies are two reasons behind expected 2007 spending of more than $1 billion.
Secret of My Success: Watching the Wampum
An IT outsourcing advisor turns to Expensewatch.com to make sure that employees get reimbursed and that customers are worth the investment.
Salesforce.com and Deloitte Consulting Ally
The companies forge a strategic alliance that may bolster Salesforce.com's efforts to add more enterprise-size organizations to its client roster.
SAP Updates Its Midmarket Strategy
A new version of SAP All-in-One addresses an increasingly important customer segment; an analyst questions value of "simplified" CRM.
Cognos's Quest for Real-Time BI
The BI vendor adds real-time operational dashboards to its performance management solution and announces tighter integration with Salesforce.com.
Salesforce.com Keeps Its Apex Promise
Salesforce.com releases the much-anticipated Apex platform today, which may lead to a long tail of advanced small niche solutions.
From iNeo: Lead Management Kung Fu
Three new LMA products from iNeoMarketing are intended to strengthen B2B customers' relationships with marketers and salespeople; one analyst says such tools can solve "an important problem."
SaaS and Web 3.0
Pointing the way.
Nobody Can Stop the Shopping
CRM project teams will continue to purchase technology throughout 2007.
Head to Head: NetSuite and Salesforce.com
The companies release customization platforms for on-demand, a move that reduces IT risk, yet could spell trouble for midmarket CRM providers.
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Salesforce.com Previews AppStore
The services will provide partners with the ability to market, sell, invoice, and deliver applications to customers through the AppExchange, and customers with one source for trying, buying, and deploying applications.
Analytics Brought to Bear
How strength in numbers--in this case, the analytics of customer data--transforms sales teams into sales forces.
Power to the People
Companies will be able to track and publish partner success metrics to partners' homepages.
Salesforce.com Releases ApexConnect
The on-demand provider unveils a family of tools to address integration woes, though one industry pundit says integration issues are as much a state of mind as they are an IT dilemma.
Brainshark's Improved Communication
The company's latest content communication platform adds tighter integration with Salesforce.com and enhanced workflows, which one industry analyst says sales forces are looking for.
Entellium Is the Rave
The vendor delivers Usability Release 2006, the latest update of its on-demand CRM suite, and is getting set to release Rave CRM, a sales optimization application featuring offline synchronization.
CRM Vendors Get SOA Happy
Leading CRM software vendors are looking to build out service oriented architecture to increase the flexibility of solutions, which will lead enterprises slowly but steadily to integrate SOA.
NetSuite Flexes Its Muscles
The company reveals a new customization and development platform; it now goes "toe-to-toe" with Salesforce.com, according to one industry pundit.
CRM Investments: Working With What You've Got
The market will continue to grow, but new license revenues will drop as companies focus on product enhancements and getting value from prior investments.
Mobile Enterprise Strategy: More Money for '07
Executives are spearheading investment efforts in mobile sales productivity tools, according to a new study.
Dreamforce: Wonders of the Business Web
Dreamforce '06: At the annual Salesforce.com event, Colin Powell stressed the importance of the Web and how businesses can leverage it to for a competitive advantage.
Salesforce.com's Dreams of Apex
Dreamforce '06: Marc Benioff outlines the company's new customization and programming platform, discusses community development, and announces Winter '07.
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Xactly Ties SCM to Data Management and Analytics
Two new products address the growing popularity of integrating on-demand apps with other solutions and analytics.
Surprises, Setbacks, and a Sleeper Hit
Every person and company mentioned in this issue should be proud to have helped the industry experience its second consecutive year of growth since its post-Y2K malaise.
Tech Solution: Mobile Sales Tools
Business Problem: Salespeople need on-the-road access to opportunity, lead management, and other SFA-related functions.
Unicorns, Yetis, and SaaS Dangers
Once industry leaders get past their own fears of SaaS, adoption will grow more rapidly than it already has.
The 2006 Market Leaders, Part 1
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
Right in the Midmarket Middle
The middle business market is ripe for the picking for CRM vendors as these companies look to purchase their first CRM systems.
Ordering Biz Apps for Delivery
Research indicates that one quarter of all new business software will be delivered as SaaS by 2011; loyalty to the on-demand model is reaching enterprises as well as SMBs.
SAP Gets Its Demand On Again
SAP meets its formal product road map with the release of SAP Service on-demand and an upgraded version of SAP Sales on-demand.
CRM Magazine Announces the 2006 Market Award Winners
The recipients were named at the destinationCRM 2006 Conference dinner last night in San Jose.
Sage Gets Some Corum Functionality
Sage acquires the mobile division of its partner, Corum, in an effort to increase mobile integration; mobility is hot now for companies that want to invest in a product.
Salesforce Mashes Analytics in the Snow
The Winter '07 release will offer "unlimited customization" for analytics and BI tools, including Business Objects Crystal Xcelsius; one analyst sees the potential benefit to CRM in general.
Sage Hopes Seven Will Be Lucky for SalesLogix
Sage launches the latest version of its full-featured CRM suite at the Gartner CRM Summit in Chicago, with renewed focus on end-user adoption and mobility.
The Cycle of Life Continues for CRM
Many vendors have either dropped out of the market or been acquired, but a slew of new, smaller companies with innovative solutions has stepped in to take their place.
Hosted or Housed?
The decision to implement one or the other CRM-solution model is a complicated one--here, a rundown of significant financial aspects to consider.
Microsoft: Expecting a Live Baby
Has the software giant's on-demand application incubated for too long?
Dueling Search Marketing Releases
Paid search functionality gets a big boost today with both Salesforce.com and NetSuite releasing separate versions of leads tracking and management solutions with Google Adwords.
CRM Is Back on the Glory Road
The market experiences its second consecutive year of growth and enters its "second wave," according to one industry analyst.
Maximizer Says, ''Leave Your Laptop at Home''
The company expands its Microsoft integration and mobile solutions with the release of Maximizer Enterprise 9.5, in a move to ease the woes of the SMB sales force.
Secret of My Success: Connecting On-Demand With On-Premise
OKERE integrates Symbol's global sales force.
Euro CRM Growth Continues At a Reduced Rate
SAP continues its dominance of European sales as Salesforce.com and Microsoft see the most growth.
Oracle Teams Up With Before the Call
Oracle follows the Salesforce.com lead, announcing the integration of Before the Call's sales intelligence functionality into its Siebel CRM On Demand platform.
Statistically Speaking
On the Scene: SAPPHIRE '06: SAP Continues Its Enterprise SOA Push
The enterprise software company underscores its on-demand CRM capabilities while continuing with its enterprise services architecture approach