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CRM Media
143 Old Marlton Pike
Medford NJ 08055
United States

PH: 212-251-0608
FAX: 801-838-2457
Visit their Web site: www.destinationCRM.com
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CRM Media is a division of Information Today, Inc., a leading publisher of business technology content, and conferences in the United States and Europe.

Whitepapers, Archived Webcasts and Sponsored Content
This company is listed in the following categories:
AnalyticsChannel ManagementCustomer Service/Call CentersEnterprise CRM
IntegrationMarketing AutomationSales AutomationSMB/Mid-market CRM
Social CRM
Articles Mentioned
Firms Should Embrace Instagram
The image- and video-sharing site now surpasses Twitter in users.
The 2015 CRM Service Awards: Service Leaders
Our 12th annual Service Leader awards honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact on the customer service industry over the past year.
In Enterprise Applications, Competence and Innovation Don't Always Go Hand in Hand
Consider your business' focus in the evaluation process.
HP Updates Its Qfiniti WFO Suite
HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data.
Sprinklr Acquires Social Community Software Company Pluck
Sprinklr now offers fully integrated social relationship management across third-party channels and brand Web sites.
Adaptiv.io to Release Beta Version of Its Marketing Analytics Platform
Adaptiv.io offers integrations with Google Analytics, Adobe Analytics, Localytics, Kahuna, and MixPanel.
VHT Partners with Interactive Intelligence and CallPromise
Partnerships enhance opportunities for customer callback solutions.
Attensity Introduces Semantic Annotation to Interpret Unstructured Data
New SDK enables companies to quickly parse unstructured texts and better understand their customers' needs.
BlueConic Launches Quick Connections Tool to Enable Data Source Integration
Customers can now integrate disparate CRM, CMS, and DMP platforms.
RingCentral Expands Its API
RingCentral Connect Platform helps developers add voice, SMS, and other communication capabilities to any business application.
Webtrends Completes Worldwide Rollout of Webtrends Explore
Webtrends' data exploration application is now available to new clients.
Brands Still Think About Digital Marketing Tactically, not Strategically
New Forrester report reveals marketers are guilty of 'check-the-box' digital planning.
Lattice Engines Partners with Madison Logic Data
Partnership provides Lattice customers with insights to predict the buyer's journey and improve account-based marketing
Appinions Launches Attention Analytics on Oracle Marketing AppCloud
The application enables content marketers to take a data-driven approach.
Merkle Partners with Adobe on Marketing Solution
Merkle to integrate its Customer Relationship Marketing solution with Adobe Marketing Cloud.
Salesforce.com Updates Wave Analytics Cloud
Updates to Salesforce.com's mobile-first analytics platform make it easier for the average user to customize and share growing amounts of unstructured data.
Intradiem Partners with SSA Solutions
The partnership brings consulting into the fold when companies want to maximize their workforce productivity.
Acision Releases Forge Self-Service Developer Portal
Forge by Acision provides easy access to rich communication services via the forge APIs and SDK.
Conversocial Launches Crowds to Facilitate Peer-to-Peer Customer Support
New platform enables customers to help each other with common support needs.
HP Launches Haven Predictive Analytics
The open-source offering will enable organizations to better use data for effective predictive analytics.
Tinderbox Expands Its Pitch Sales Presentation Product
Tinderbox Pitch enables sales teams to automate slide selection and personalize sales proposals.
OpinionLab Brings Voice of the Customer to Life with Winter 2015 Release
New features make real-time customer feedback more accessible, engaging, and actionable.
Telmetrics Integrates with DoubleClick for Lead Generation
The integration extends Telmetrics Call Attribution Suite and incorporates calls for campaign optimization.
InContact Partners with Black Box For Cloud Services
The partnership delivers cloud contact center, workforce optimization, and network connectivity solutions.
Sage Group Integrates Its CRM with ERP X3
The integration will enable midmarket companies to provide SMBs with more centralized customer views.
Marketo, Sprinklr Partner with Hybris on Marketing Solution
Integrations bring more customer data to SAP's hybris Marketing solution.
Preact Integrates with Zendesk App
New functionality will provide support agents with more customer context
Teradata Launches Big Data Apps
Big data apps, powered by the Teradata Aster AppCenter, simplify, accelerate, and extend the use of big data analytics.
WalkMe Releases New Version
WalkMe introduces new design, contextual guidance, and engagement features.
SAP Company Hybris Launches Contextual Marketing Platform
The solution will integrate with SAP's Customer Engagement and Commerce Suite to help companies better understand the customer journey.
Creative Virtual Adds SMS to V-Person Virtual Assistants
Expansion of V-Person with SMS expand the use of existing content through another popular channel.
SocialTwist Launches KnownCircle Social Referral Network
Insurance professionals are the first vertical to expand referral business via the new KnownCircle platform.
InMoment Improves the Customer Experience Hub
Experience Hub brings diverse customer stories together to drive action across the enterprise.
Oracle Launches Life Sciences Solution for Oracle Marketing Cloud
The solution delivers marketing tools while adhering to HIPAA regulations.
U.S. Contact Centers Added 50,000 New Jobs in 2014
Three consecutive quarters of job growth revive U.S. contact center industry.
Vocalcom and Google Collaborate on Contact Center WebRTC Solution
The collaboration combines Vocalcom's expertise in contact center software with Google's expertise in Web applications.
Citrix, Box Turn to Gainsight for Customer Success
For the companies, customer success management is a growing concern.
Evergage Launches B2B Detect for Site Personalization
New capabilities target visitors by IP address.
MindTickle Releases Version 2 of MindTickle for Sales
MindTickle's sales training solution will run on a cleaner user interface and provide quicker communications for DIY sales trainers.
8x8 Launches 8x8 Virtual Analytics Suite
Comprehensive big data solution compiles real-time and historical data on communications
Cloudwords Releases Cloudwords for WordPress
New integration with WordPress simplifies translating digital content for international markets.
McDonald's Commercial Tops NetBase's List of Best Super Bowl Ads
The tear-jerking Nationwide ad was a close second, despite controversy.
Correct Problems Caused by Outdated Automation Systems
'Personalization should permeate the customer experience at every touch point.'
Canon Connects with Fans via Lithium's Social Solutions
The social community platform has become an effective customer service tool.
The Path to Personalized Customer Journeys
It takes much more than just knowing your customer's name.
Trupanion's Tailored Marketing Keeps Pet Owners Engaged
Microsoft Dynamics CRM solution boosts email effectiveness and retention.
Is Your Product 'Well Designed'?
Great products require a combination of aesthetics and empathy.
WP Engine Launches GeoIP for Location-Specific Marketing
GeoIP immediately serves localized content down to the ZIP code, without impacting speed or performance.
Intelliverse Introduces Meeting Notes App
Intelliverse Meeting Notes for the mobile salesforce helps organizations uncover more sales opportunities.
Oracle Updates Service Cloud to Optimize Collaborative Interactions
New features aim to help service agents better understand the customer's journey and streamline cooperative processes.
Radish Systems Releases ChoiceView Web App
Callers can now interact with voice and visual menus on any mobile device with a Web browser.
Nielsen Partners with ResponseTek for the Nielsen Listening Platform
Nielsen Listening Platform is a solution for gathering and acting on real-time customer feedback.
GoDaddy Pulls Controversial Super Bowl Ad
Following staunch criticism from animal activists, GoDaddy has replaced its puppy-centered content.
BrightPattern Adds WebRTC to Its Rich Contact Experience
WebRTC enables the use of concurrent video, audio, text, and image transfer between businesses and their customers.
CSI Integrates Workforce Optimization into 3CLogic's Contact Cloud Solution
The two companies' combined efforts will enhance customer experience within the cloud contact platform.
DNN Releases Evoq 8
Evoq 8 introduces integration with cloud content repositories, real-time personalization, content analytics, and advocacy marketing capabilities.
SDL Enhances Customer Experience Cloud
SDL's CXC Version 2.0 features new capabilities that allow organizations to provide relevant experiences from digital marketing through to self-service support.
SAP Introduces Marketing Gap Analysis Tool
The interactive analysis was developed through a collaboration with Raab Associates.
Clari Offers Free Sales Pipeline Stress Test
With a five-minute setup, sales execs can see at-risk deals to drive immediate action.
Zoho Expands Free Offerings to Help SMBs Grow into CRM
The new features will appeal to CRM beginners and companies on a budget.
Freshdesk Launches Social Features
New functionality allows for critical around-the-clock social media support.
8x8 Unifies Telephony, UC, and Contact Center Users with Single Sign-on and Shared Presence
A common cloud communications platform tightly integrates 8x8 Virtual Office and Virtual Contact Center users.
AgilOne Launches Predictive Marketing Cloud
Built "from the ground up," the solution promises to eliminate silos.
LiveHive Adds Sales Acceleration Capabilities
LiveHive's Sales Engagement Platform enables sales teams to track and replace sales documents, even after download.
Buzztala Delivers Click-to-Call Video Ad Units
Video Ad Units enables advertisers to add click-to-call functionality and tracking directly into video.
Maximizer CRM Launches French Edition
Maximizer CRM 2015 is adapted to support Canadian French.
Cybersecurity Is Not Just About Protection, but Detection Too
Enterprises must prepare to tackle inevitable breaches in 2015.
Swiftpage Launches Act! Cloud Web App
New Web app helps small businesses automatically capture and convert Web site traffic into new sales leads.
OpenText Acquires Actuate
Actuate brings additional analytics capabilities to OpenText.
Teradata Acquires Mobile Marketing Provider Appoxee
The platform will be integrated into Teradata's Integrated Marketing Cloud.
3CLogic Adds Features to Address New TCPA Regulations
Contact centers can now seamlessly transfer between TCPA and non-TCPA projects and maintain reporting and analysis.
Adobe Debuts New Marketing Cloud Capabilities at the NRF Show
New features include email personalization and improved audience targeting
Microsoft Releases Updated Parature Customer Care Solution
The largest release in Parature's history includes more than 30 new features.
HG Data and EverString Join Forces to Offer Improved Customer Analytics
Predictive algorithms will work with data sets to help with customer conversion.
Cloudwords Can Now Translate Dynamic Marketing Content for Customized Digital Experiences
New enhancements For Cloudwords' native integrations with Marketo and Oracle Eloqua support the localization of dynamic content.
TeamSupport Integrates with Oracle Sales Cloud
Seamless integration provides sales and service teams with greater visibility into the entire customer relationship.
Acision Partners with Blacc Spot Media on WebRTC Communications Platform
The partnership leads to a click-to-call banking app for kiosks and ATMs.
Shopping Season Wrap-Up: Sales Are Up, and Security Breaches Are Down
Cybersecurity, social media, and mobile commerce will be major themes in 2015.
Why Effectiveness Trumps Efficiency
'Things that increase the efficiency of sales reps are not valuable today.'
WWE and Warner Bros. Pin Down a Winning Mobile Campaign with TreSensa
Interactive game drives engagement—and sales—for the companies' cobranded DVD.
Is Hadoop Worth the Hype?
Despite slow early adoption, the big data behemoth is here to stay.
At Dreamforce 2014, Salesforce.com Delivers Wave Analytics Cloud
Salesforce.com entered the $38 billion analytics market with its sixth cloud platform. (Originally appeared on DestinationCRM.com)
As Data-Driven Marketing Gains Traction, Governance and Analytics Present New Challenges
Brands must use data responsibly and strive to deliver highly personalized experiences. (Originally appeared on DestinationCRM.com)
Don't Drop the Ball on Your Digital Engagement Strategy
Customers' app journeys hold the key to new opportunities.
Kip Tindell's Uncontainable Secrets for Building a Business
Why Foundation Principles, not rules and policies, are the way to go.
Industry-Specific CRM Solutions Remain the Go-to Choice for Some Businesses
Two vertically focused providers supply companies with improved CRM tools.
Consumers Will Spend $142 Billion Through Mobile Purchases by 2019, Forrester Predicts
In-person payments have the most growth potential.
Oracle Buys Datalogix to Bolster Its Marketing Cloud
The acquisition will give Oracle new offline analytics capabilities.
Swiftpage Updates Act! Cloud with Predictive Time Management Functionality
Added tools provide campaign scheduling capabilities and a follow-up recommendation engine.
Radish Releases ChoiceView for iOS8
The ChoiceView mobile app for visual IVR now supports iPhone 6 and iPhone 6 Plus.
Paytronix Expands Integration with NCR to Help Predict Consumer Behavior
The loyalty platform provider makes its solutions available to more customers through NCR's Cloud Connect.
AnswerDash Integrates with Zendesk
AnswerDash's Web contextual Q&A solution now automatically syncs with Zendesk Help Center to reveal answers on Web sites.
Ifbyphone Launches Winter 2014 Version of Voice360
The new release provides call analytics and automation for every stage of the customer journey.
Spoken Partners with Avaya on Cloud Contact Center Solutions
The partnership yields a hybrid cloud contact center as a service offering.
Salesforce.com Introduces Salesforce Files Connect
The solution brings native file integration to customer relationship management.
Tellwise Sales Acceleration and Collaboration Platform Debuts
SmartChat function transforms simple email into a live and friction-free seller-buyer collaboration environment.
HG Data and Leadspace Partner
HG Data's partnership enhances Leadspace's ability to generate laser-like sales and marketing targeting at the company and contact levels.
Salesforce.com Launches the AppExchange Store Builder
Build-them-yourself app stores will provide more flexibility and opportunity for customization.
BrightPattern Releases Agent Metrics Dashboard
Agent Metrics Dashboard lets contact center representatives monitor their performance in real time.
Full Circle Launches Opportunity Gatekeeper
Full Circle CRM's Opportunity Gatekeeper provides campaign influence and ROI metrics for marketers.
Avaya Pairs with Google on Contact Center Solutions
The first project will involve streamlining the agent experience using WebRTC and Chromebooks.
WealthEngine and DonorCommunity Partner on Integrated Fundraising Solutions
The partnership enables organizations to better segment and target contributors.
Badgeville Offers Its Gamification Solution Through Salesforce Sales and Service Clouds
The company promises speedier deployment times and improved services for Salesforce.com customers.
SocialBro Launches SocialBro Monitoring for Twitter
SocialBro Monitoring adds to the company's Twitter marketing platform.
Apple and IBM Launch First Wave of Codeveloped iOS Apps for the Enterprise
Early adopters of the industry-specific apps include Citibank, Air Canada, and Sprint.
Logi Analytics Partners with Teradata to Transform and Analyze Massive Amounts of Data
Logi Info is integrated with Teradata's massive database capabilities.
ReachLocal Updates ReachEdge to Help SMBs Capitalize on Leads
The online marketing solution provider strengthens its software to boost small business growth.
Virtual Hold Technology Invests in Callpromise
The partnership with Callpromise extends VHT's contact center callback options in the cloud.
Logi Analytics Partners with Red Hat to Transform Data into Actionable Insights
Logi Info connects directly with Red Hat JBoss Data Virtualization to help organizations extract business value from disparate data sources.
Attensity Partners with Moreover
The alliance brings together sentiment analysis and Web content management.
DataSift Launches VEDO Focus to Filter Social Data
Real-time classification of social data into half a million topics moves the industry beyond keyword- based analysis.
Pipeliner CRM Launches Elements Solution to Smooth Sales Processes
New visual features are designed to help salespeople meet quotas through collaboration.
Accenture and IPsoft Expand Relationship Around the Amelia Artificial Intelligence Platform
Cognitive computing helps clients accelerate into a new era of business performance.
Talkdesk Joins the Zendesk Apps Marketplace
Talkdesk provides enterprise-level call center software functionality from within the Talkdesk Zendesk Integration Widget.
Zendesk Launches Embeddables to Make Customer Service Native to Mobile Apps
Users can now incorporate self-service, ticket submission, and chats into apps.
BlueConic Launches Actionable Journey Insights
New capabilities help marketers discover new user segments and understand user journeys.
TIBCO Updates Its Jaspersoft Platform
TIBCO's Jaspersoft 6 helps developers embed dashboards within their Web apps.
Mobile Leads the Way in Holiday Weekend Shopping Traffic
Despite slowing brick-and-mortar sales, online and mobile sales surge.
Oracle Gets Serious About the Cloud at OpenWorld 2014
Ellison promotes an updated CX Cloud and promises deep integration. (Originally appeared on DestinationCRM.com on September 30, 2014)
UPS Calls on Marketers to Help Manage Holiday Peak
A joint effort is designed to curb shipping slowdowns this year.
5 Hot Customer Service Technologies
The latest innovations add a sense of immediacy to customer interactions.
Traeger Grills' Email Marketing Campaign Sizzles with Analytics
When batch and blast no longer cut it for the outdoor grill manufacturer, AgilOne delivered a more targeted solution.
The 3 Cardinal Rules of Cause Marketing
There's a fine line between giving and gimmick.
Experian Introduces Holiday Hot Sheet; Joins Growing Group of Vendors Reporting Consumers' Holiday Habits
The Hot Sheet reports weekly shopping trends and provides campaign tips.
LevelEleven Launches Scorecard Solution to Stimulate Sales
The sales performance platform provider responds to customers' needs for effective behavior monitoring.
Blackbaud Releases CRM Version 4.0
Blackbaud CRM 4.0 expands constituent engagement and fundraising capabilities for nonprofits.
IBM Launches B2B Commerce Tool
New solution helps businesses bring B2C selling capabilities into the B2B space.
Salesforce.com Launches Desk.com App Hub
The new Desk.com App Hub is a one-stop shop for SMBs to access more than 50 partner apps.
Mood Media and Shazam Launch Shazam In-Store Mobile Marketing App
Location-based marketing solution works through retailers' overhead music systems.
NICE Releases Updated Fizzback VoC Solution
New version captures data from more sources, including third-party surveys and social media.
SAP Brings Data Discovery to SMBs
With the SAP Lumira Edge edition, SMBs can perform data visualization too.
Oracle Streamlines the Path to Its Sales Cloud
The company facilitates CRM cloud migration options for midsized businesses.
Altitude Software Updates uCI
Altitude uCI 8 enables companies to apply business intelligence in real time in outbound services.
Pipeliner CRM Integrates With Yesware
Pipeline management and email tracking combine to boost sales win rates.
Selligy Launches Capture to Save Email in Salesforce
Frictionless email capture safeguards critical customer relationship history.
Verint Teams with Unify to Bring WFO to More Contact Centers
The partnership will extend the reach of Verint's workforce optimization solutions to enterprise contact centers.
Salesforce.com Unveils Updated Customer Service Platform on Its Salesforce Tour in NYC (Video Interview)
President and Vice Chairman Keith Block touts improvements to analytics, app-building, and customer-engagement capabilities. Plus, an exclusive video interview with Stephanie Buscemi, senior vice president of Salesforce.com's Analytics Cloud
SAP Expands SAP Business One, Version for SAP HANA, to Amazon Web Services
The "cost-effective option" will provide SMBs with scalability and flexibility.
Campaign Monitor Acquires Online Survey Vendor GetFeedback
The acquisition accelerates Campaign Monitor's growth in the $5 billion market for email marketing and online survey applications
Optimizely Expands to Mobile Apps
Optimizely now powers connected customer experiences across the Web and now mobile apps.
Cloudwords Integrates with Oracle's WebCenter Sites and WebCenter Content
Cloudwords' native integration with Oracle's user engagement platforms simplifies translation of content for multilingual audiences.
Adobe Introduces Data-Driven Marketing Capabilities for Mobile Devices
New tools leverage location-marketing and personalization functionality.
Support.com Adds Guided Paths Functionality to Nexus
Nexus optimizes live support interactions to resolve more customer tech-support issues.
RingCentral Now Integrates with Zendesk
Integrations are designed to boost customer service capabilities while reducing support costs.
Melissa Data Partners with Semarchy
The partnership brings together data quality and master data management.
Salesforce Launches Salesforce1 Lightning Connect to Integrate Any Data Source with Salesforce
Lightning Connect is a real-time integration that unleashes the full power of the Salesforce1 Platform on data stored in legacy back-office systems.
Attensity Updates Its Attensity Q Data Solution
Attensity Q drives proactive discovery by detecting emerging themes in data and automatically composing and filtering queries and detecting spam.
Yahoo Acquires Video Advertising Platform BrightRoll for $640 Million
The move reaffirms CEO Marissa Mayer's commitment to video content.
Jacada Enhances the Avaya Aura Call Center Elite Multi-Channel Platform
Jacada Multi-Channel Agent Desktop for Avaya's Multi-Channel solution is designed as a lightweight agent desktop alternative for the current Avaya platform.
CirrusInsights Links Salesforce.com to iPad Inboxes
Latest integration lets users track email opens, save email to CRM, and manage customers from their iPads.
NewVoiceMedia Partners with idio for Personalized Customer Experiences
NewVoiceMedia's partnership with idio to transform sales and service performance.
3CLogic and Envision Partner on Enhanced WFO Offering
The partnership will complement 3CLogic's advanced contact center platform with voice of the customer (VOC) analytics, training, and implementation.
SAP Partners with Facebook to Offer Enhanced Audience Engagement Platform
SAP's Customer Engagement Intelligence Suite will be integrated with Facebook's Custom Audiences platform.
LiveOps Launches New Agent Recruitment Platform
LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents.
Cloudwords’ Integrates with Sitecore
Integration allows users to localize digital content in Sitecore.
Infosys Pairs with Tableau Software on Business Intelligence and Visualization Solution
Infosys will integrate Tableau Software's business analytics solutions.
CallMiner Adds Semantic Building Blocks to Eureka Speech Analytics
Latest release of Eureka Speech Analytics allows users to uncover insights from customer conversations
Clicktools Launches Syncfrog Data Integration Product
Clicktools' Syncfrog brings intelligent data integration between CRM and other business systems.
AccountingSuite Integrates with Zoho CRM
The direct integration of AccountingSuite with Zoho CRM removes barriers that have separated sales reps' CRM systems from sales, inventory, and accounting systems.
TIBCO Software Introduces Latest Version of Its Fast Data Platform
Updated solutions bring together data from multiple channels at the right moment.
VerticalResponse Launches Autoresponder Welcome Emails
New feature helps small businesses respond to new customer signups.
Maritz Acquires Allegiance Software, Rebrands as MaritzCX
Allegiance and Maritz Research combine to help organizations increase customer retention, conversion, and lifetime value.
Cirrus Insight Now Links Salesforce.com to Office 365
App enables salespeople to manage and execute CRM and sales-related tasks within mobile and desktop email inboxes.
Retailigence and Gimbal Partner for Personalized Shopper Targeting
The deal will deliver a cross-retailer platform for brands to leverage information from in-store beacons.
USAN Partners with Teleopti for WFM Solution in the Cloud
New version of Teleopti WFM for Contact Centers boosts agent performance with gamification and mobile access.
Microsoft Dynamics Partners with Thunderhead.com; Introduces Microsoft Dynamics CRM 2015
The companies will focus on driving omnichannel engagement and breaking down silos between marketing and sales
Tealium Partners with Optimizely
Tealium integrates its real-time unified marketing solutions with Optimizely's experience optimization and testing platform.
3 Tips for Social CRM Success
Before diving headfirst into social media, it's important to lay the groundwork for success.
How to Create the Right Content for the Right Social Channel
Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion.
Stryker Takes Brochures into the Digital Age with Adobe's Publishing Suite
Adobe DPS cuts production time and cost for the medical device company.
Why Twitter Is Not a Strategy
Though new technology is tempting, marketers have to get back to basics.
SpaceCurve and AirSage Partner on Customer Location Data Offering
Partnership enables companies to create a more complete understanding of customer behavior.
Birst Releases Marketing Analytics Accelerator
Cloud analytics platform helps marketers build customer awareness, acquisition, and allegiance.
Freshdesk Adds Mobile Support features to Freshfone
The Freshfone update enables helpdesk agents to provide phone support from home and on the go.
Stibo Systems Joins IBM Ready for Smarter Commerce Program
Stibo's STEP master data management solution is integrated into IBM's WebSphere Commerce software.
DMA 2014: Customer Centricity Must Guide Marketing Strategies Across Channels, Presenters Agree
E-commerce is an unstoppable global force ripe with data.
Xerox Introduces New Virtual Customer Care Agent
WDS Virtual Agent learns from its human colleagues to deliver a better digital customer care experience.
Cloudwords Debuts OneReview Translation Review Capability
OneReview simplifies content localization review and speeds up international go-to-market timelines.
DMA 2014: As Data-Driven Marketing Gains Traction, Governance and Analytics Present New Challenges
Brands must use data responsibly and strive to deliver highly personalized experiences.
Swiftpage Releases Act! Version 17
New Act! version 17 helps small businesses automate and integrate sales and emarketing.
Clarabridge Releases Clarabridge 6.3
Clarabridge activates the voice of the customer for holistic customer experience programs.
Zendesk Adds Net Promoter Score Surveys to Its Customer Service Platform
The survey tool helps Zendesk users evaluate their customer relationships.
Jive Delivers Fall Cloud Releases of Jive and Jive X Community Platforms
Quarterly upgrades strengthen integration with Google and Microsoft, and introduces new mobile and design enhancements enabling employees, customers and partners to work better together
Pegasystems Acquires Ultima Information Technology
Pegasystems' acquisition of its Turkish partner establishes a formal Pega presence in Turkey.
Logi Analytics Partners with Pivotal
Logi pairs Logi Info with Pivotal's Big Data Suite.
Bpm'online Introduces bpm'online Sales 7.4
Bpm'online's newest salesforce automation product is part of a larger platform upgrade.
Qualtrics Unveils Vocalize VoC Solution
New Qualtrics Vocalize platform is a voice of customer solution that collects data from many sources.
Zilliant Launches Mobile Application for SalesMax
New mobile app delivers organic revenue growth opportunities to sales people.
Longwood Software Enhances RevBase for Mobile
The enhancements to RevBase for Mobile streamline marketers' support for sales teams.
eTrigue Adds More Email Providers to VisitIQ
Marketers can now leverage additional email providers for delivery of VisitIQ-enabled links and add marketing automation intelligence to ordinary email.
Teradata Updates Its Integrated Marketing Cloud
New features deliver real-time analytics and help create personalized customer experiences.
Insightly Integrates CRM Solution with Quickbooks Online, Dropbox, and Box
Greater demand for file-sharing capabilities drives integrations.
8x8 Adds Social Customer Service Capabilities from Conversocial
New partnership expands omnichannel capabilities of 8x8's Virtual Contact Center with large-scale social media engagement.
C9 Releases Sales Advisor Powered by IBM Watson
C9 Sales Advisor mines billions of sales observations to drive better deals.
At Dreamforce, Salesforce.com Unveils Road Map for Service Cloud Updates
Many new features delivered already, with more on the way.
Cloudwords Powers Globalization Capabilities of Oracle Marketing Cloud
Cloudwords adds support for Oracle Responsys, Oracle Content Marketing, Oracle Web Center Sites, and Web Center Content for global marketing.
SightCall Unveils New Amazon Mayday-Like features for Salesforce
New interactive features take SightCall customers beyond Amazon Mayday and Salesforce SOS for Apps.
Logi Analytics Adds Self-Service Reporting and Dashboards to Logi Info
Self-service features include new, secure sharing for workgroup collaboration.
InvisibleCRM Launches Chatter Enterprise
Salesforce.com Chatter is now integrated into Microsoft Outlook.
At Dreamforce 2014, Salesforce.com Delivers Wave Analytics Cloud
Salesforce.com enters the $38 billion analytics market with the launch of its sixth cloud in the Salesforce Customer Success platform.
ClearSlide Releases Three New Sales Products
ClearSlide Follow, ClearSlide Mail, and ClearSlide for Salesforce.com increase sales leader visibility.
What is CRM: Current Trends in Customer Relationship Management
Customer relationship strategies and technologies are helping sales, marketing, and customer service professionals in all new ways.
CRM in Sales
Customer Relationship Management systems can help sales teams achieve their goals by providing insightful customer information at the most critical points in the sales process.
CRM in Marketing
Customer Relationship Management can help marketers better target current and potential customers and deliver more effective marketing campaigns.
CRM in Customer Service
Customer Relationship Management tools can help you transform the way your company interacts with customers across a variety of channels.
5 Tips for a Successful CRM Deployment
Customer Relationship Management success relies on thoughtful planning and solid execution. Here are five important points to consider when implementing a CRM solution.
Pipeliner CRM Launches Version 7.0
New version of Pipeliner CRM lets users associate one contact to multiple accounts.
Brainshark Unveils Sales Accelerator Tool at Dreamforce
The new platform provides sales reps with more contextual content.
Demandbase Introduces Sales Accelerator on the Salesforce.com AppExchange
The integrations allow businesses to connect B2B advertising and marketing results with sales performance.
Acuity Launches Acuity3D on the Salesforce AppExchange
The app helps sales people make data-driven decisions.
Velocify Launches New Dialing Features to Dial-IQ
Local presence and multioption transfer features are just some of the system upgrades in Velocify Dial-IQ.
SurveyMonkey Releases SurveyMonkey for Salesforce
SurveyMonkey's latest integration allows companies to manage and access survey data within Salesforce.com.
Cirrus Insight Adds Nimble Smart Contacts Integration for Gmail
Salespeople can access Nimble's Smart Contact insights right within their email inboxes.
Tactile Introduces Tact Premium
Tactile is expanding its flagship product line with a new subscription-based offering that fully embeds Salesforce into a salesperson's daily communications and works both online and offline.
LiveOps Releases LiveOps Visual and LiveOps Visual Advantage
New standalone and Salesforce-integrated solutions allow agents to co-browse and screen share.
InvisibleCRM Launches New SalesDesktop Enterprise Product
Improved functionality in SalesDesktop Enterprise includes tighter integrations with Microsoft Outlook and Salesforce.com.
IBM Debuts Watson-Powered Apps in the Cloud
Developed by IBM's Ecosystem Partners, the apps "represent a new era of computing."
Transera Adds Call Center Management and Administration from within Salesforce
The Transera Call Center App for the Salesforce™ Sales and Service Clouds provides unified visibility and control for the multimedia contact center
Microsoft Blends Dynamics CRM with Office 365 and Power BI
New integrations bring CRM and productivity solutions together seamlessly.
Preact Partners with Marketo to Help Marketers Predict Customer Behavior
Preact's solution for Marketo LaunchPoint targets customers based on their lLikelihood to upgrade, renew, or cancel services.
Stitch Unveils Stitch Smart Sales Assistant
The mobile-first anticipatory platform startup also announces general availability of its productivity apps.
ServiceSource Launches ServiceSource Customer Success App on Salesforce1
ServiceSource's new customer success app empowers teams to engage across the customer lifecycle and maximize customer lifetime value.
LiveHive Adds Capabilities to its Sales Engagement Platform
LiveHive delivers deeper customer engagement analytics and seamless mobile experiences, all synchronized within existing CRM systems.
Dun & Bradstreet and Lattice Engines Announce Strategic Partnership
The deal wil help businesses source leads and deliver measurable ROI.
Whitepages Pro Caller ID Now Available in Zendesk App Marketplace
App users can now identify callers in real time, reducing call handling times.
Salesforce.com Announces Service Cloud1 and Sales Cloud1
Both Service Cloud1 and Sales Cloud1 provide a string of new mobile apps to help businesses better deal with customers and sales prospects.
AgilOne Updates Predictive Marketing Cloud
New capabilities include Revenue Finder and Turnkey Actions.
Nimble Launches New Chrome Smart Contacts App
Nimble Smart Contacts adds relationship insights to browsers, Gmail, Microsoft Office 365, and Salesforce.com.
Sendible Launches Sendible 360 Social Media Platform
Sendible 360 simplifies social media interactions for businesses.
Salesforce.com Delivers Desk.com for Retail
Innovations in Desk.com for Retail include new pay-as-you-go pricing, reporting tools, and e-commerce integrations.
Maximizer Launches Maximizer CRM 2015
New version offers several deployment options, easier integrations, and tighter security.
Act-On Software Partners with Ifbyphone to Merge Marketing Automation with Call Tracking
The integration of Ifbyphone's call conversion analytics with Act-On's marketing automation platform helps marketers optimize lead generation, analysis, and scoring.
Intelliverse Launches Hot Transfer Feature for Managed Lead Generation
New solution accelerates sales opportunities by immediately transferring the hottest leads to salespeople.
Oracle OpenWorld: As the Need for Business Digitalization Grows, Oracle Speeds Ahead with New Cloud Solutions
Oracle debuts Big Data Analytics, Big Data Discovery, and a new set of mobile app development tools.
How to Grow Customer Trust
Align actions with purpose to transform your business.
Are You Correctly Measuring Customer Satisfaction?
Unfortunately, bad customer service stories are more common than we'd like to think.
Addiktive Games Doubles Conversion Rate with Voxel
The advertising platform's interactive ads engage mobile gamers.
Interactive Video Breathes New Life into Online Advertising
Traditional linear content is out; personalized dynamic content is in.
CRM Evolution 2014: Modern Marketers Must Focus on Context, Content, and Revenue
Good products are not enough to engage customers in the digital age. (Originally appeared on DestinationCRM.com)
CRM Evolution 2014: Customer Engagement Is the Future of CRM
Brands need to revise their digital, mobile, and call center strategies. (Originally appeared on DestinationCRM.com)
Introducing Customer Experience 3.0
The new era of CX must bring sales, marketing, and service closer together.
8x8 Releases Virtual Contact Center 8.1
8x8's newest release offers more omnichannel capabilities for scripting and executing customer interactions.
Oracle Gets Serious About the Cloud at OpenWorld 2014
Oracle's updated customer experience cloud promises deep integration and "extreme innovation."
Enghouse Interactive Introduces Quality Management Suite v 5.3
Version 5.3 of Enghouse's IP call and computer recording, monitoring, and evaluation software features advanced integration, PBX support, and flexibility.
Oracle Marketing Cloud Extends Partnership with Box
New integration simplifies collaboration and execution of content marketing programs.
Nimble Launches Android Smart Contacts App
New Nimble Android app delivers intelligent relationship insights for business contacts.
Experian Marketing Services Launches OmniView Identity-Linkage Engine
OmniView provides persistent customer identification across channels.
Selligy Releases Sales Opportunity Manager
New product helps salespeople prepare what-if scenarios and update goals accordingly.
Jacada Launches Visual IVR for Cisco
Jacada extends Cisco Unified Customer Voice Portal to the smartphone with a visual interface.
Salesforce.com Launches Journey Builder for Apps; Partners with Omnicom
The new solution enables companies to incorporate mobile apps into customer journeys.
Pipeliner CRM Integrates With PandaDoc for Contract Management
The integration merges pipeline management and document analytics.
KnoahSoft Releases Harmony Cloud WFO Solution
The SaaS application helps contact centers of any size access workforce optimization capabilities.
Synety Releases CloudCall Campaigns
CloudCall Campaigns includes dialer and call distributor.
Contact Solutions Releases MyTime 2.1
The MyTime cloud-based solution allows customers to get help within the app.
Salesforce Brings MarketShare into ExactTarget Marketing Cloud
The move brings MarketShare's planning and attribution solutions to Marketing Cloud customers.
Zoho Releases Free Zoho Reports for iPad
Zoho has expanded its suite of business intelligence capabilities to iPad users.
Dun & Bradstreet Brings B2B Data to Oracle's Cloud Solutions
Oracle customers gain access to D&B's commercial database.
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics
The joint Verint-Kana cloud-based solution enhances customer engagement insight.
Base Adds Features to Its Intelligent Sales Productivity Platform
Base offers integrated sales productivity tools, real-time personal notifications for mobile and desktop, and big data reporting.
SAP Releases New Cloud Apps
New products combine customer engagement and omnichannel commerce capabilities with the SAP HANA platform.
Indicative Launches Analytics Platform
Indicative is a cloud based, self-service analytics platform.
Ellison Steps Aside as Oracle's CEO
While he remains as executive chairman and CTO, Catz and Hurd will share CEO duties.
FPX Introduces Version 8.0 of Its Revenue Performance Management Solution
FPX Version 8.0 includes more predictive capabilities and tighter integrations with CRM systems.
HubSpot Introduces Free CRM Solution and Sidekick Sales Acceleration Tool
Growing customer demand is behind the addition of a CRM system to HubSpot's marketing platform
FirstRain launches API to Increase Use of Predictive Analytics in Enterprise Applications
The FirstRain Personal Business Analytics API delivers personalized information experiences across the enterprise.
Microsoft Previews Dynamics CRM 2015
Updates to Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing will help marketers and salespeople collaborate more effectively.
Aptean Offers Email and Address Validation to Onyx CRM Users
Experian Data Quality and Aptean have integrated their solutions.
Jacada Adds Visual IVR to Avaya Aura Portal
Jacada Visual IVR for Avaya enhances the traditional voice IVR experience by bringing a touch interface for smartphones.
Pipeliner CRM Integrates with Marketo
Pipeliner CRM is now available through the Marketo LaunchPoint ecosystem.
Aviso Launches Sales Forecasting Tool
The solution helps sales teams predict quarterly sales through machine learning.
ChannelAdvisor Introduces 2014 Autumn Release
Latest product update enhances management of eBay and enables social and mobile commerce.
inContact Releases Cloud-Based WFO for SMBs
The company's Discover WFO suite in the cloud is unified with its contact center platform just four months after the acquisition of Uptivity
TeamSupport Introduces Customer Distress Index
New reporting feature predicts customer satisfaction level.
Tellwise Integrates Smart Messages with Salesforce
The new buyer collaboration engine lets salespeople focus on customer engagement with improved forecasting accuracy.
CertainSource Launches Source Efficiency Index to Rate Customer Acquisition Spending
New metric provides marketers a standard grade for overall efficiency of their acquisition spending across channels, vendors, media types, and campaigns.
Epsilon Adds Social Capabilities to its Response Network
New capabilities leverage social media trend and brand affinity data.
Marketo's Marketing Calendar Merges Planning and Operations
New tool reduces scheduling conflict and streamlines campaign execution.
Blackbaud Announces Raiser's Edge NXT and Financial Edge NXT
Raiser's Edge NXT and Financial Edge NXT represent the next wave of cloud-based CRM solutions for nonprofits.
Salesfusion Partners with InsideView
Joint product helps marketers convert more leads and launch more targeted nurtures.
InboundWriter Updates Its Content Management App
InboundWriter's predictive analytics software for content marketers and publishers generates topic suggestions with high probability of success for any given Web site.
Vocus Marketing Rebrands as OutMarket, Strengthens Marketing Automation Arm
OutMarket will cater to midsize companies' marketing needs.
Calabrio Partners with AdvanTel Networks
Calabrio One WFO and analytics to be integrated by the technology solutions provider.
Genesys Acquires CanaPlus Consulting
Acquisition enables Genesys to better serve key customers in the APAC region and bolsters its professional services capabilities.
Neustar and comScore Partner
Partnership seeks to improve brands' digital ad delivery through customized integration of in-target and viewability measurement.
Salesforce.com Adds New Devices and Apps to Its Salesforce Wear Ecosystem
Apps support devices from Epson, Jawbone, Meta, Oculus, and Vuzix
Swrve Delivers A/B Testing of Push Notifications, In-App Campaigns, and Native Content
Swrve platform now enables mobile marketers to test every aspect of the mobile marketing mix.
SlickText.com Adopts Webhooks
The text message marketing service provider has added a new webhook system.
Five Ways to Reveal Your Customer Data
New methods of collecting customer data are already providing attractive returns on their investment.
Could Mobile CRM Solve Field Sales' Biggest Problems?
Understanding the options could help your organization determine which solution is best.
Umbel's Data Unlocking Platform Is a Slam Dunk for the Indiana Pacers
Audience activation app helps the team better segment and target its Facebook followers.
Millennials Drive Cocreation Marketing
Young hypertaskers prefer user-generated content to traditional media.
Why Marketers Need a Tag Management System
TMS solutions track customers' digital journeys so companies can automate appropriate actions.
The Importance of Aligning Strategy and Sales
How to close the gap between two pillars of business success
LiveLOOK Introduces TrueView Feature
TrueView adjusts the agent's view of the customer's screen during co-browsing sessions.
Trumpia Releases Auto Campaigns Advanced Marketing Feature
With Auto Campaigns, companies can set campaigns to run automatically when triggers are hit.
Curalate's Like2Buy Helps Companies Monetize Social Engagement
The new tool allows brands to make Instagram images shoppable.
Salesforce.com Launches Salesforce1 Community Cloud
New Community Cloud propels Salesforce.com into the fast-growing $3.5 billion enterprise collaboration market.
Logi Analytics Releases New Version of Logi Vision
Logi Vision 1.3 offers new mapping, social activity stream, and binning capabilities.
3CLogic Integrates with Microsoft Dynamics CRM
New partnership lets firms sync contact center solutions with operations and order management.
Jive Strengthens Its External Community Platform with Next Cloud Release
Latest update delivers deeper engagement, seamless connections across devices, and analytics tools to help companies attract and retain customers and partners.
Tata Consultancy Services and Cloudera Partner on Big Data and Analytics Services
Partnership helps customers fully harness big data by implementing Cloudera Enterprise Data Hub.
GoDaddy Acquires Email Marketing Company Mad Mimi
Mad Mimi's technology will enable GoDaddy's small-business customers to better connect with clients.
Experian Launches Email Deliverability Audit Service
Experian's new offering promises to increase inbox placement for marketing materials.
Blackbaud Integrates ResearchPoint with The Raiser’s Edge
Blackbaud's onprofit donor cultivation solution set now offers synchronization, deeper data access, browser ubiquity, and more.
Viralheat Integrates with SugarCRM
Viralheat integrates its enterprise social media management platform with SugarCRM, connecting sales with social media.
CRM Evolution 2014 Day Three: As Social Engagement Strategies Mature, New Challenges Arise
The sports industry uses social media to connect with fans during slow periods.
Qvidian Updates Its Sales Playbook Guided Selling Platform
New release advances user experience and deeper CRM integrations.
CRM Evolution 2014 Day Two: Customer Engagement Is the Future of CRM
Brands need to revise their digital, mobile, and call center strategies.
evolve24 and Sherpa Analytics to Merge
The merger of evolve24 and Sherpa Analytics will lead to a bigger and stronger big data analytics company.
CRM Evolution 2014: Modern Marketers Must Focus on Context, Content, and Revenue
Good products are not enough to engage customers in the digital age.
Infor Buys Saleslogix from Swiftpage
Saleslogix will be rebranded Infor CRM and add sales and service functionality to Infor's CloudSuite.
Pursway Connect Helps Marketers Expand Their Audience
Pursway's new tool connects brands to customers' 'real-life' social circles.
Lyris Updates Its Real-Time Retargeting App
New offering converts behavioral insights into refined segmentation, automated product recommendations, and Web site personalization.
PeopleLinx 3 Bridges the Gap Between Social and Sales
New user interface and dashboards highlight the release of PeopleLinx 3 social selling platform.
Only 8 Percent of Online Businesses and Organizations Send Secure Emails
Most companies and government organizations fail to adequately protect consumers.
Netop Improves Online Chat Tools
Live Guide's expanded administrative options and customer data views target the needs of high-volume customer service teams
The Real Truth About CRM Success
Without influence, great strategies and technologies can fall flat.
Trumpia Releases Feature for Tracking Clicks in Text Messages
SMS Click-Through Tracking lets users embed links into SMS and email messages and track recipients' click behavior.
Badgeville Releases Version 6.0 of Its Gamification Platform
Badgeville 6.0 offers greater social depth, deeper insights, and faster deployment.
Bluenose Partners with Marketo to Deliver Intelligent Marketing Campaigns
The provider of customer success software joins the Marketo LaunchPoint Ecosystem.
Interactive Intelligence Integrates CallScripter into Its Contact Center Apps
Interactive Intelligence contact center and dialer software is integrated with upgraded CallScripter application.
Verint WFO Is Now Available as a Mobile App
Verint releases a mobile workforce optimization app for Android and Apple devices.
TouchCommerce Launches TouchStore to Enhance Omnichannel Retailing Experience
TouchStore addresses mobile in-store usage with technology and solution to increase conversion and consumer engagement for the retail omnichannel environment.
FirstRain Launches FirstRain Labs, a Technology Cocreation Community
An analytics-driven mobile calendar is the first tool released through the community.
Salesforce.com Introduces Desk.com Support Center with Video
With the new Video Support Center, companies can now deliver video to customers for self-service support from Desk.com.
Verve Unveils Verve Direct Platform for Location-Based Mobile Advertising
Verve Direct allows advertisers to buy location-targeted mobile campaigns via a direct interface.
93 Percent of Retailers Strive to Bridge E-Commerce and In-Store Supply Chains
Companies' top priority is enabing 'seamless' customer experiences.
Yashi Partners with LiveRamp to Use CRM Data in Online Video Advertising
Location-focused online video advertising company integrates with LiveRamp's data onboarding service.
Microsoft Brings Dynamics CRM to 17 New Countries
Global expansion plans continue for Microsoft Dynamics, along with Azure and Office 365.
Salesforce ExactTarget Launches the Next Generation of Journey Builder
Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices
Agile CRM Announces Google Chrome Extension
New CRM extension for Google Chrome includes tracking, searching, fetching and notifications.
Is Kid-Targeted Marketing Unethical?
With children going online more often, Internet advertising comes under scrutiny.
The 2014 CRM Influential Leaders
Whether their contributions are longstanding or just now being felt, these five visionary individuals have the potential to shape the industry's future.
The 2014 CRM Market Leaders
Paving the way for success throughout all areas of CRM, our finalists and winners in 10 categories exhibited strategies and innovation this year that put them at the top of their game.
Digital Marketing Opportunities Grow in Emerging Markets
Reaching consumers in Latin America and Asia-Pacific requires local targeting.
Brands Deliver Inconsistent Engagements
The phone still outperforms other channels for customer service.
How to Master the Mobile Mind Shift
It's all about adding utility to mobile moments.
Ifbyphone Delivers Summer 2014 Release
Ifbyphone's Summer 2014 Release provides advanced call analytics and automation before, during, and after every phone lead.
J2 Global Acquires Contactology
The acquisition expands j2's email marketing business.
Conversocial Unveils Instagram Integration
The additional channel will expand social customer service capabilities for users.
ChannelAdvisor Integrates with Yahoo Gemini
ChannelAdvisor is the first e-commerce software provider to offer customers access to Yahoo's advertising platform.
Cirrus Insight Mobile Announces CRM Integration for the iPhone Inbox
Users can now track email opens, save email to their CRM systems, and manage customers from their iPhones.
Pipeliner CRM Updates Product with 40 New Features
New PipelinerCRM app is designed to address explosive CRM market growth.
Showpad and GoodData Partner on Data Analytics for Sales Meetings
Deep analytics and reporting on customer feedback are included in the newest offering.
SalesPredict and Marketo Partner
SalesPredict for Marketo help marketers target more effectively and increase conversion rates using predictive analytics.
Forrester Wave Report Evaluates Digital Experience Delivery Platforms
Though the market is young, Adobe and hybris emerge as early leaders.
Experian Marketing Services Unveils End-to-End Marketing Suite
The Experian Marketing Suite enables brands to create and deliver authentic customer experiences across all interaction points.
GetFeedback for Salesforce Desk.com Launches
GetFeedback for Desk.com delivers an integrated customer feedback system.
MarketMeSuite Partners With MailChimp
Partnership pairs email and social media and extends the life of email campaigns and images.
Nexidia Enhances Live Collection Assistant
New solution upgrades include real-time alerts for contact center script deviations.
8x8 Extends Partnership with Zendesk
Virtual Office integration combines cloud telephony and unified communications with customer service functionality.
Salesforce.com Launches Salesforce1 Sales Reach
The solution gives sales teams access to powerful marketing tools on the go.
Confirmit Launches Confirmit Genius Analytics Solution
Confirmit Genius mines for customer and market insights across vast volumes of text and social media data.
Logi and Actian Partner on Big Data Analytics
Logi Info and the Actian Analytics Platform help customers derive actionable intelligence from big data.
Oracle Launches Data Cloud and Data-as-a-Service Offerings
Oracle's Data Services fuels competitive advantage for marketing and social.
Pipeliner CRM Announces 30 New Integrations
Users can now integrate Pipeliner CRM with marketing automation, support and accountancy software.
TinderBox Updates Sales Automation Software
Major update takes Tinderbox beyond proposals with a mobile-friendly, redesigned interface and flexibility enhancements.
Content Marketing Isn't Mature Enough Yet, Forrester Report Finds
Eighty-five percent of B2B marketers can't connect content activity to business value.
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.
Medallia Releases Medallia for Salesforce
Medallia's new cloud-based customer experience management app is now available of the Salesforce1 AppExchange.
PossibleNOW Launches MyPreferences Campaign Email Marketing Personalization Platform
The MyPreferences Campaign customer personalization platform empowers companies to tailor communications to recipients' needs.
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.
Lithium Unveils Lithium Social Web Analytics
Lithium Social Web (LSW) Analytics offers real-time social customer engagement data.
eClerx Launches Replatforming Accelerator to Speed Web Migrations
The solution promises faster time-to-market and more effective digital asset optimization.
Accenture Partners with Hortonworks to Expand Big Data Capabilities
The companies will collaborate on making structured and unstructured databases more accessible.
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.
Swiftpage Announces Open Beta for Act! Cloud Service in North America
Swiftpage has invited small business owners to sign up at cloud.act.com and join in final testing of its new online contact and interaction management service.
Businesses Must Answer the Call for Cloud-Based Integration
With cloud platforms becoming increasingly complex. companies should strive for greater interconnectivity.
Salesforce.com Launches Reports and Dashboard for the Salesforce1 Mobile App
New tools include deeply customizable reporting and visualization capabilities.
StrongView Adds Contextual Marketing to Its Message Studio Marketing Cloud
Latest release of Message Studio enables marketers to leverage offline or online channel for analysis, targeting, and engagement.
Forging the Next CRM Frontier
Integrated technologies hold great promise for the future of CRM.
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream
A company must connect all of its interaction channels so a customer can traverse them without losing any data.
The Road to Omnichannel Marketing Success
As new channels emerge, context-based marketing plays a crucial role.
Rue La La Re-engages Dormant Customers with BrightTag
Tag management vendor's data matching capability delivers a 10 percent conversion boost for the flash sale site.
NetSuite SuiteWorld: NetSuite CEO Zach Nelson Talks CRM Expansion
Keynotes highlight convergence of CRM, ERP, and e-commerce.
IBM Smarter Commerce Summit: IBM Attends to the Customer Experience
Smarter Commerce Summit shows companies that moments matter.
Why You Should Never Be Closing
The three-act approach is the new way to sell.
Twenty-Four Percent of Consumers Are Digital Hypertaskers
Though not the majority, hypertaskers are the fastest-growing consumer group.
Bpm'online Releases Version 7.3 of CRM
Bpm'online introduces Enterprise Social Network in the release of bpm'online CRM 7.3.
Blackbaud’s eTapestry CRM Adds Integrated Data Services from Target Analytics
Data Health Scorecard and AddressFinder help small and growing nonprofits harness the power of data.
newBrandAnalytics Announces Pulse
nBA's Pulse social intelligence software monitors social conversations in real rime.
InvisibleCRM Launches SalesDesktop for Office 365 and Outlook 2013
InvisibleCRM's latest version brings integration with Microsoft productivity software.
Salesforce1 for Retail Launched to Address Industry-Specific Challenges
Mobile clienteling and communities solution will help retailers connect with customers.
Forrester CX Forum Day Two: Brands Need to Break Out of Old Ecosystems
Great experiences require a bold vision and deliberate design.
Transera Wins Patent on Cloud Technology for Contact Centers
The patented technology separates media infrastructure from the application functionality of contact center software.
Forrester Customer Experience Forum: 'Good Is No Longer Good Enough'
Exceptional brand experiences stem from engaged employees.
Oracle Acquires LiveLOOK
Oracle to offer co-browsing as a integral part of its Service Cloud.
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.
Constant Contact and Xero Partner to Give SMBs Marketing Intelligence Based on Customer Sales Data
The partnership between Constant Contact and Xero empowers users to turn accounting data into targeted marketing campaigns.
FirstRain Introduces Personal Business Analytics for Salesforce1
FirstRain's Personal Business Analytics for Salesforce1 will be generally available next month.
Vantage Unified Launches MAXcustomerconnect for SMBs
Vantage's MAXcustomerconnect service unifies voice, email and text messaging on a single platform for small business to build mobile marketing campaigns.
Segment.io and Gainsight Partner on Integrated Customer Success Solution with Universal Analytics Layer
New Gainsight Connect integration broadens the breadth of actionable customer data.
On Second Screens, Only 12 Percent of Viewers Engage with Show Content
Most viewers are checking email, texting, or interacting with Web sites and apps unrelated to what they are watching on television.
Engagor Launches Insights Social Analytics Tool
New Engagor Insights analytics feature channel-specific demographics and optimal timing tools.
LiveOps Integrates with Microsoft Dynamics' New Unified Service Desk
Integration will begin with voice and chat channels.
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.
Infosys to Appoint Vishal Sikka as CEO
The former SAP executive is set to take the reins at the consulting and outsourcing firm.
Verint Adds Multichannel Support to Enterprise Feedback Management
Verint's EFM solution enhancements include extended mobile SMS delivery model and cross-survey reporting.
Selling in an Uncertain Age
Sales Thought Leadership Conference provides study-backed tips on creating a more effective sales force.
Badgeville Releases Badgeville for Communities
Badgeville for Communities adds gamification to internal employee and external customer communities.
Transera Releases Statistical Performance Analytics for Contact Centers
Statistical Performance Analytics taps into big data analytics to route calls to the best-suited contact center agents.
Less Than One-Third of Top Consumer Web Sites Are 'Trustworthy,' Online Trust Alliance Finds
A new OTA report names American Greetings the most secure e-commerce site.
Freshdesk Launches MobiHelp for Android
MobiHelp will power in-app customer support.
3CLogic Announces Integration with Zendesk
The integration of 3CLogic's cloud-based contact center solution with Zendesk's customer service platform is expected to enhance the business processes for customers in the contact center space.
Salesforce.com Enters the Wearables Market with Salesforce Wear
The set of six open-source applications enables developers to build custom enterprise apps.
C9 Launches OppScore to Drive Sales Forecast Efficiency
The tool promises to make close rate predictions with 80 percent accuracy.
Pegasystems Acquires Collaboration and Co-Browsing Provider Profeatable
Profeatable's Firefly technology will be added to Pega's Build for Change platform.
Pegasystems Releases Customer Process Manager for Insurance
PCMI enables insurers to deliver consistent customer service across channels.
Cegedim Releases New Version of Mobile Intelligence Featuring a Multichannel Engagement Suite
Cegedim's life sciences-specific CRM solution provides a single platform that brings multiple channels together.
Drive Customer Service and Engagement with Mobile Bar Code Scanning
Empower shoppers and streamline your business processes.
Blackbaud Launches Luminate CRM on Salesforce1 AppExchange
Blackbaud's Luminate CRM is geared specifically for mid-size, enterprise-level nonprofits,
Liveclicker Delivers Dynamic Messaging Capability with RealTime Email Solution
Customized messages range from embedded videos and live messages to timers and social media feeds.
LivePerson Acquires Synchronite to Offer Co-Browsing
The German startup enables LivePerson to add co-browsing to its LiveEngage customer interaction software suite.
Talend Debuts Version 5.5 of Its Data Integration Product
Talend 5.5 allows developers to generate high-performance Hadoop code.
At Sapphire Now: SAP Intends to Shed Complexity
Enterprise software needs consumer-level simplicity, says SAP CEO Bill McDermott
TreeHouse Introduces Reporting Enhancements to Marketing View
The enhanced TreeHouse Marketing View solution provides greater visibility into email campaign performance.
Lead Liaison to Offer Text Messaging Automation via Twilio
Automated text messaging via Twilio creates new possibilities for responsive marketing.
Big Blue Makes Key Cloud Announcements at IBM Innovate
IBM launches SAP apps on Softlayer, opens a data center in Hong Kong, and updates Bluemix with DevOps.
Microsoft Updates Dynamics CRM
Microsoft's latest Dynamics CRM release combines new marketing, social listening, and customer care capabilities with the power of productivity.
Agile CRM Announces Beta Release of Shopify App
New Shopify plugin targets eCommerce companies with complete sales and marketing suite.
Is Overcouponing Hurting Your Business?
Marketers need to take back control over brands' coupon strategies.
Don't Discount Discounts
Today's customers not only want coupons, they demand them.
Adobe Reaches for the Peak at Its Annual Event
Adobe is emerging as a key marketing player, but still has a way to go before competing with the top dogs.
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.
Calabrio Integrates Calabrio ONE WFO with Avaya Aura Contact Center
Calabrio ONE workforce optimization suite and Avaya's Communications Server 1000 platform are now directly integrated.
Cirrus Insight Announces Cirrus Files: Google Drive Integration for Salesforce
Latest integration will allow users to manage and sync files between Salesforce and Google Drive.
Swiftpage Previews New Act! Portfolio
Swiftpage CEO H. John Oechsle announces Act! Cloud Beta, details latest versions of Act! for on-premises, and unveils a fully redesigned Act! Hosted solution.
SAP Launches Three Industry-Specific Customer Engagement Solutions
Cloud solutions for the insurance, utilities, and retail verticals promise more customer centricity.
3CLogic Announces Technology Integration with Lime Light CRM
3CLogic and Lime Light CRM join forces to provide marketers enhanced contact center performance with continuity-based processing and campaign management.
Salesforce.com Foundation Unveils Salesforce1 for Nonprofits
New solutions offer tools for program management, community engagement, marketing communications, and fundraising.
Moxie Acquires SimplyBox
The addition of SimplyBox increases Moxie Software's e-commerce capabilities.
Lattice Engines Applies Predictive Technology to Upsells and Retention
Users can deploy predictive technology across the customer life cycle.
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.
Lithium Unveils Roadmap Following Klout Acquisition
Lithium's plans for Klout include the Shared Value Network.
Aptean Launches Process Manufacturing Solution at Its Edge Event
Speakers at user conference express excitement over CRM expansion opportunities.
Hoopla Partners with Xactly
The partnership between Xactly and Hoopla will yield an integrated sales motivation and incentive compensation solution.
Bluenose Integrates with Salesforce for Deeper Insights
Bluenose's customer success platform launches on Salesforce AppExchange.
At Aptean Edge, CEO Paul Ilse Pledges to Keep Solutions Separate
Aptean will continue to offer industry-specific solutions for its different vertical markets.
Gartner Customer 360 Summit Day Two: A 'Nexus of Customer-Driven Forces' Is Shaping the Digital Future
Companies need to rethink their approaches to transparency, personalization, and social interactions.
Pipeliner Launches New Version of Pipeliner CRM
Social selling, forecasting highlight the enhancements in new version of Pipeliner CRM.
Pegasystems Releases Updated Pega SFA
Latest release enhances omnichannel capabilities to support mobile and social sales operations.
Thunderhead Launches ONE Engagement Hub
The cloud-based ONE Engagement Hub helps brands create personal interactions across touchpoints.
Full Circle CRM Launches Weighted Campaign Influence
Weighted Campaign Influence provides marketers with insights into campaign performance.
SAP to Acquire SeeWhy
SeeWhy's real-time behavioral marketing technology complement's SAP's hybris offerings.
Gartner Customer 360 Summit: Crossing the Digital Chasm Requires Cultural Changes
Digital customer service success starts at the top.
Coveo Personalizes the Search Experience for Sitecore Web Sites
Coveo has upgraded its Coveo for Sitecore search solution with additional integrations.
Melissa Data Adds Global Address Verification and Auto-Completion to CRM and Ecommerce Data Quality Tool
Express Entry Web service verifies address information for more than 240 countries and territories.
Spredfast Launches the Spark Social Marketing Tool
Spredfast Spark empowers marketers to monitor trends in social media, uncover conversations, and take action.
SAP Moves Analytics to the HANA Cloud
Companies can now deploy analytics in the SAP HANA Enterprise Cloud.
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.
Medallia Adds Languages to Its Text Analytics Platform
Businesses can use Medallia to analyze text in 39 languages.
Acxiom to Acquire LiveRamp
Acxiom and LiveRamp combine to expand marketing data capabilities.
Resonate Launches Political Analytics Platform
Resonate Analytics now includes audience understanding, such as motivations and issues positions, building on traditional demographic and behavior filters.
DBTA Data Summit Day 2: Big Data Strategy Means Finding the Right Tools for the Right Job
People, processes, and emerging technologies are driving the shift in big data.
At SuiteWorld's Second Day, NetSuite's Evan Goldberg Introduces B2B Customer Center
New product enhancements bring greater attention to mobile, simplified user interfaces, and tighter integrations.
Adobe Redefines Digital Advertising with Predictive Modeling
Major advancements in Adobe Media Optimizer
Adobe Adds Advanced Capabilities to Adobe Analytics
Changes to Adobe Analytics include predictive analytics capabilities and live stream.
At SuiteWorld, NetSuite CEO Zach Nelson Talks CRM Expansion
Keynote highlights convergence of CRM, ERP, and e-commerce systems.
Big Data Is Bringing Big Changes, Speakers at DBTA Data Summit Agree
Traditional processing and modeling approaches 'just don't cut it anymore.'
IBM Unifies Offerings with ExperienceOne
Tie together products for better end-to-end customer engagement.
Xactly Releases New Mobile Access for Sales
The integration of Xactly and Salesforce CRM on any mobile device powers sales with vital data;
Cloudwords Releases Marketing Globalization Platform for Oracle Eloqua
Combined solution enables Oracle Eloqua users to accelerate the localization of marketing campaigns to reach global audiences faster.
MicroStrategy Releases Analytics and Mobile Platforms on AWS
Bringing the MicroStrategy Analytics Platform and MicroStrategy Mobile Platform to Amazon Web Services makes business intelligence available for a little as $1 an hour.
Genesys and Zendesk Form Alliance to Bring Voice to Customer Service Solutions
The integrated solution routes help desk voice interactions directly to customer support employees.
Pitney Bowes Launches Spectrum Spacial Geolocation Platform
Spectrum Spacial helps businesses connect the dots between data and geography.
8x8 and KnoahSoft Partner on Cloud-Based Contact Center Quality Management Solution
Together, KnoahSoft and 8x8 provide knowledge and data necessary to optimize call center staff performance.
Swiftpage Releases Act! 16.1
Swiftpage's Act! 16.1 is a fully integrated marketing application with an embedded emarketing service.
LiveLOOK Expands Product Portfolio with Click-to-Call
Click-to-Call adds to LiveLook's portfolio of instant customer service tools.
InContact Acquires Workforce Optimization Provider Uptivity to Launch WFO into the Cloud
Once integrated, the single unified solution will cater to the "underserved" midsize WFO market.
ExactTarget's Social Studio Combines Features of Radian6 and Buddy Media
New social interface is part of Salesforce.com's Exact Target Marketing Cloud.
Sprinklr Partners with Thismoment to Bring Brands Integrated Management of Social Content
Partnership integrates user-generated content and experience management capabilities into social relationship infrastructure.
SAP's Vishal Sikka Resigns; Leaves Company at a Crossroads
SAP faces a choice between building a platform or keeping up with the cloud race.
Commence Previews Customer Portal App
New app lets customers browse FAQs, submit service tickets, and query knowledge bases right from a company's Web site.
Oracle's Mark Hurd Talks Integration at Official Marketing Cloud Unveiling
The new platform promises to tie together all of Oracle's recent acquisitions.
Savo Introduces Savo Inspire, a Digital Postcard App
Savo Inspire allows marketers to create multimedia communications that average six times higher open rates.
Mindmatrix Expands Platform with Mobile Capabilities
Mindmatrix has added mobile text messaging to its marketing automation and sales enablement platform.
The New Roles of Customer Service Outsourcers
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
4 CRM Data Trends to Address
To collect valuable insight, organizations must tackle a few emerging data trends.
The Evolution of the MBA
What business schools are doing to better prepare your future employees.
Microsoft Dynamics Convergence: Microsoft Homes in on Customer Centricity
Convergence keynote speaker says businesses that serve customers best are P2P (people-to-people).
Verint Introduces Business Impact Solution for Branch Sales Effectiveness
Verint Branch Sales Effectiveness will help financial institutions optimize customer engagement by helping improve productivity and Increase Revenue
Melissa Data Partners with Scribe Software to Enhance Data Migration with Data Quality Services
Partnership extends the value of intelligent customer data, delivering integration across the enterprise
SugarCon Day 2: CRM for the Customer and the Employee
How to align CRM so it meets the needs of both.
Enghouse Interactive Releases Communications Center 8.0
EICC 8.0 reflects a rebranding of technologies acquired during Enghouse Interactive's acquisition of Zeacom.
Engagor Launches Engagor Mobile
With Engagor Mobile for iOS devices, companies can now manage their social customer service on the go.
Clarabridge Releases Version 6.2 of Its CEM Solution
Clarabridge 6.2 enables deeper analysis of customer feedback.
IntelliResponse Launches OFFERS
IntelliResponse OFFERS helps companies improve cicks and conversions across online customer service channels.
Zurmo Releases Zurmo CRM 2.7 with Enhanced Collaboration Tools
Zurmo CRM 2.7 adds deeper calendar and email marketing capabilities.
SugarCon: SugarCRM Product Road Map Focused on Customer Insights
SugarCRM's intelligence panel enables closer views of customer integrations, graphs.
IBM Launches Cloud Marketplace for the Enterprise at IBM Impact
The new offering represents a 'consumerization of the cloud.'
Swiftpage Introduces Saleslogix Xbar for Microsoft Outlook
Swiftpage Xbar embeds the functionality and benefits of Saleslogix inside Microsoft's email client.
Demandbase Intros Mobile and Video Advertising
Marketers can now extend their reach by targeting specific companies and business audiences on smartphones, tablets, and YouTube videos.
Brandwatch Launches New Operators for Advanced Social Searching
Brandwatch now lets users search for hashtags and @mentions.
Uptivity Partners with TASKE on WFO Offering
Uptivity and TASKE Technology, provide an integrated workforce optimization solution for contact centers worldwide.
Salesforce ExactTarget Marketing Cloud to Deliver LinkedIn Sponsored Updates
New deal empowers marketers to manage, track, and improve ROI for LinkedIn Advertising.
Spredfast Releases Performance Index for Evaluating Social Media Presence
Spredfast Performance Index gives brands a way to evaluate their social performance within unique business contexts.
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.
NewVoiceMedia Integrates ContactWorld with Salesforce1 Mobile
NewVoiceMedia's Salesforce1 integration creates a mobile solution for tracking sales and service performance.
Melissa Data Launches MatchUp for SQL Server
Melissa Data's MatchUp data quality tool consolidates duplicates into single record and determines the most accurate information.
Constant Contact Launches Toolkit for SMB Marketing Automation
Constant Contact's Toolkit offering lets businesses see how campaigns are doing.
NetBase Launches Brand Live Pulse
NetBase Live Brand Pulse provides instant visibility to the social movement of brands
Yesware Launches Mail Merge to Boost Sales Email Efficiency
New tool enables salespeople to send highly personalized emails to hundreds of potential customers.
Satmetrix Releases Satmetrix Standard for SMBs
Satmetrix Standard helps SMBs develop customer experience management programs based on the Net Promoter Score (NPS) methodology.
Allegiance Releases Dashboards 2 CX Tool
Allegiance Dashboards 2 lets users drag and drop data from multiple sources for instant data visualization.
Enghouse Interactive Releases Enterprise Contact Center Version 9.0
Product updates in Enghouse Interactive's CCE 9.0 focus on enhancing collaboration, operational efficiencies, and reducing cost of ownership.
Cirrus Insight Announces Partnership with Datahug
Cirrus Insight brings Datahug's customer relationship intelligence to Gmail.
Fanhub Launches Social Media-Inspired CRM
New collaborative CRM uses follows, comments, @mentions, and notifications to make small businesses More Communicative and Productive
Context, Not Campaigns, Is the Future of Marketing
Marketers must use personal interaction data to build a 'contextual marketing engine,' according to Forrester Research
Interactive Intelligence to Acquire OrgSpan
The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.
Viralheat Integrates with Salesforce's Desk.com Platform
Viralheat enhances its enterprise social media monitoring and management platform with Salesforce Desk.com integration.
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.
FICO Acquires Big Data Analytics Technology from Karmasphere
FICO will roll the acquired technology into its FICO Analytic Cloud.
Curalate Extends Its Visual Analytics Platform to Tumblr
Curalate's solution derives insight from the 75 percent of Tumblr posts that contain no text.
EasyAsk Brings Natural Language Search and Merchandising to Hybris
EasyAsk for Hybris brings e-commerce search, navigation, and merchandising to Hybris' e-commerce platform.
inContact Unveils First 2014 Release of Cloud Contact Center Software
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
Intelliverse Adds Gamification to IntelliConnection Sales Acceleration Software
Gamification introduces competition as a tool to increase employee productivity and motivation.
ServiceSource Releases Scout Formulas Analytics Tool
Scout Formulas allow businesses to increase customer success and trigger customer engagement with unique key performance indicators and rules.
ChannelAdvisor Adds Smarter E-Commerce in 2014 Spring Release
ChannelAdvisor's 2014 Spring update enhances digital marketing, repricing, and fulfillment capabilities for online retailers.
Savo Debuts Sales Process Pro, a Sales Productivity Platform
Savo Sales Process Pro integrates with CRM solutions, marketing automation tools, and sales methodologies.
Viacom and Mass Relevance Partner to Launch EchoGraph
Social media platform will track and analyze social activity for advertisers.
Resonate Adds Audience Building and Market Positioning to Analytics Platform
Resonate Analytics now empowers marketers and brand managers to match messaging, products, and services with consumer motivations.
IBM Acquires Marketing Automation Player Silverpop
The deal is the latest in a series of acquisitions in the marketing automation space.
TeamSupport Adds Reporting and Analytics to Its Help Desk Software
Customer service teams using TeamSupport will benefit from new business intelligence capabilities.
Freshdesk Launches iOS App
Agents can now support customers from anywhere on their iPhones.
Zendesk Acquires Live Chat Provider Zopim
Zendesk plans to integrate Zopim's live and proactive chat software with its customer service platform.
B2B Marketers Must Stop Relying on Customer Data Found In-House, Forrester Research Finds
Marketers should embrace external, nonobvious sources to determine how buyers make purchasing decisions.
Sysomos and Clarabridge Partner on Multichannel Customer Analytics
The technology partnership pairs social intelligence with customer insights.
Backupify for Salesforce Now Offers One-Click Restore
New Backupify Restore function gives users a one-click cloud-to-cloud backup of Salesforce data.
NICE Enhances Gamification in Performance Management Solution
New rewards, and individual and team challenges are among the NICE gamification enhancements.
Clarabridge Acquires Market Metrix
Its acquisition of Market Metrix provides Clarabridge with enterprise feedback management, case management, and operational analytics.
SugarCRM and Marketo Partner
CRM, marketing automation integration aligns demand generation with key sales activities
Verve Mobile and RetailNext Partner
The partnership between Verve and RetailNext harnesses the combined power of mobile location-based targeting with in-store analytics.
Marketo Launches Customer Engagement Platform, Announces Strategic Partnership with Acxiom
Introduced at the Marketing Nation Summit, Marketo's solution features applications for real-time personalization, calendaring, and SEO optimization.
Ramius Releases Recollective Baseline Online Community Surveying Tool
Ramius' free Recollective Baseline service lets anyone conduct qualitative research.
Salesforce.com Realigns Around Six Industries
Salesforce's new industries strategy will focus on delivering solutions for key verticals.
D&B Launches Enhanced D&B360 Data Cloud Connector for Oracle Eloqua
D&B's improved D&B360 Connector offers faster, easier access to D&B business insight.
ReachLocal Launches ReachSEO
ReachSEO is designed to help SMBs increase visibility, leads, and ROI for their Web sites.
Nimble Launches Version 2.0 of Smart Contacts Widget
Nimble brings relationship insights and collaboration workflow for contacts to leading business productivity apps, including Gmail and Chrome browser.
4INFO Launches AdHaven Bullseye MultiScreen (Video Interview)
The multiscreen solution will improve campaign targeting and delivery by measuring actual sales.
Jaspersoft Partners with Talend for Big Data Solution
Jaspersoft's new Extract, Transform, and Load (ETL) Expanded Big Data Edition lets users get more from big data.
Hitachi Solutions Acquires Microsoft Dynamics CRM Consultancy Customer Effective
The strategic acquisition of Customer Effective strengthens Hitachi's CRM capabilities and resources and position in the financial services industry.
Why Customer Experience Is a Bad Metric
The importance of customer engagement will surpass customer experience.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Taking the Plunge into Social CRM
Integrating social communities takes a true commitment.
CFI Group Awarded Patent Related to the American Customer Satisfaction Index
CFI Group also became the exclusive partner of the ACSI.
Marketo Adds C9's LeadMap to LaunchPoint Ecosystem
The predictive analytics app provides a more holistic view of the sales pipeline.
Lithium to Acquire Klout
Lithium's acquisition of the social influence scorer positions it to expand its data resources.
Taking Inspiration from Amazon and Netflix
Companies must flip the BI model from IT-dependent to self-sufficient.
LiveHive Launches Insights 2.0 with Predictive Prospect Opportunity Ranking
LiveHive's Insights solution tells salespeople which communications are resonating with customers.
D&B and SugarCRM Form Strategic Partnership
SugarCRM will be powered by D&B's business content.
Confirmit Launches Horizons Version 18
Horizons 18 features a new SmartHub, a single place to capture, analyze, and respond to customer and employee feedback.
Marketers Need to Reinvent Themselves, Adobe Execs Urge at Day Two of Adobe Digital Marketing Summit
The majority of marketers expect their roles to change next year, but few know how to handle it.
Blackbaud Adds Features to Altru CRM System for Arts and Cultural Organizations
The additions to Blackbaud Altru include features for ticketing, event management, and fundraising.
Solving Technology's People Problem
SAS Executive Conference shows how to lead an organization's embrace of technological change.
Adobe Announces Strategic Partnership with SAP, Touts Updates to Marketing Cloud at Adobe Digital Marketing Summit (Video Interview)
Adobe's innovations surround deeper Marketing Cloud integrations, the real-time enterprise, and mobile marketing.
Aspect Launches Proactive Engagement Suite
Aspect Software's Proactive Engagement Suite is a cloud-based customer communications platform.
Cirrus Insight Brings Eloqua Marketing Automation to Gmail
New integration brings information from Eloqua right into the Gmail inbox.
Build a Solid CRM Foundation
Master the basics before taking on the latest innovations.
Brand Marketers Have More Mobile Engagement Choices with New Scanlife Platform
Mobile site builder and rule-based experiences create more personalization.
Genesys Acquires Social Customer Care Provider Solariat
With the acquisition, Genesys aims to expand its social media engagement capabilities.
CIOs Are Pushing for More Innovation, Constellation Research Finds
As CIOs embrace new responsibilities, a chief digital officer role may emerge in the C-suite.
Scout by ServiceSource Integrates with Marketo
Scout Link for Marketo combines predictive analytics with marketing automation.
Nimble Adds Smart Summary to Relationship Management Platform
Nimble's dossier-like Smart Summary feature provides a brief yet detailed snapshot of customer data.
Viralheat Integrates Zendesk into Its Social Media Management Platform
Viralheat users can now create and manage support tickets for mentions on social media.
SAP and Accenture Launch Joint Business Solutions Group
The SAP-Accenture partnership will accelerate the time to value for joint solutions.
Altitude Adds Real-Time Analytics to uCI 8 Solution
Altitude uCI 8 upgrades deliver business dashboards and customizable insights to improve operational performance.
Silverpop Launches E-Commerce-Focused Marketing Automation Solution
The solution is the first of several industry-specific offerings to be released.
CRM Is in the Midst of an Expansion, Microsoft Execs Say at Convergence
Microsoft's Bill Patterson says CRM has to come together with so many other business applications.
At Convergence 2014, Microsoft Previews New Dynamics CRM Functionality
In his Day 1 keynote, Microsoft EVP Kirill Tatarinov showcases product enhancements resulting from recent acquisitions.
LevelEleven Makes User-Targeted Changes to Compete App
Contest creation is now easier and more robust.
Adobe Integrates Digital Publishing Suite and Adobe Experience Manager
Integration promises to streamline publishing and management into a unified content creation process.
Top 3 Customer Service Trends for 2014
This year's hottest customer service trends include social media, cloud technology, and mobile devices.
Six Customer Service Investments to Consider
Emerging technology trends hold great promise.
The 2014 CRM Service Awards
The 2014 CRM Service Leaders
Big Data Prompts 'Analytics Everywhere' Solutions
Everyday users can turn data into insight.
The 2014 CRM Rising Stars
On the Scene: NRF's Big Show
Harnessing technology to improve the retail experience.
The 2014 CRM Service Elite
Demandbase Updates B2B Retargeting
New functionality in Demandbase's B2B Retargeting solution lets users define who gets retargeted and for how long.
ReachLocal Launches LigerMobile for Creating Hybrid Mobile Apps
LigerMobile framework combines native app capabilities with cross-platform efficiency.
Astute Previews ePowerCenter 9
The latest version of Astute ePowerCenter is due for full release this spring.
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.
Nimble Partners with Talkdesk to Create Social Call Center for Sales Teams
The partnership between Nimble and Talkdesk pairs entire customer contact histories from all channels.
Swiftpage Previews Act! Cloud
Swiftpage will release Act! solutions as part of an expanding cloud lineup, giving users automated recommendations for sales processes.
Oracle Buys Big Data Platform BlueKai to Extend Marketing Cloud
BlueKai's data management platform will bring added personalization to Oracle's marketing programs.
Badgeville Releases Visualize to Simplify Gamification
Badgeville's new Visualize offering features rich set of preconfigured gamification components and a toolkit for customizations.
Growing Acceptance of SaaS Is Good News for CXM
Companies find cost effectiveness, efficiency, and flexibility in expanded cloud offerings.
IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange
IntelliResponse's virtual agent technology is now integrated with the Salesforce1 Service Cloud.
Teradata Updates Customer Interaction Manager with Predictive Analytics
In its seventh edition, Customer Interaction Manager puts actionable insight in the hands of marketers.
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.
Microsoft Dynamics Release Adds Social Listening, Bolsters Marketing and Customer Care
Q2 release builds on feature sets from Parature, NetBreeze, and MarketingPilot acquisitions.
SocialWire Dynamic Product Ads Solution Boosts Order Values, Click-Through Rates
The platform promises results through synergy between organic search and Facebook ads.
SAS Will Soon Release Big Data Analytics for Hadoop
SAS In-Memory Statistics for Hadoop will speed big data analytics.
JasperSoft Expands Data Connections for Embedded Analytics
Users can speed up analysis by accessing their data directly or with data virtualization.
As Marketers Embrace New Tactics, Experian Studies Find Email Is Still King
Thanks to pop-up windows and responsive design, email remains the top marketing channel.
Market Force Unveils SocialForce, a Social Media Monitoring and Analytics Tool
SocialForce gives multi-location businesses insight into conversations about their brands, competitors, and industries.
Jive Updates Its JiveX Platform
The new version of JiveX features connectors into marketing automation and CRM software.
PowerObjects Releases PowerSocial, an Dynamics CRM Add-on for Social Media Management
PowerSocial Users can post and monitor Twitter and LinkedIn messages directly from Microsoft Dynamics CRM.
Jacada and Vocantas Bring Visual IVR to Schools
Scaller solution for higher education now sends surveys to students' mobile phones.
GetFeedback.com Unveils GetFeedback for Salesforce
GetFeedback for Salesforce lets users create mobile-ready surveys that integrate customer feedback directly into Salesforce.com applications.
SugarCRM CEO Larry Augustin: 'CRM Space Has Underinvested in the Needs of the Individual'
SugarCRM will devote its engineering budget to user-friendly changes in 2014.
Cirrus Insight Integrates Pardot and Hubspot into Gmail
Cirrus Insight brings Pardot and Hubspot marketing automation intelligence into users' Gmail inboxes.
BehaviorMatrix Secures Patent for Digital Emotional Data Capture
New platform will give advertisers deeper insight and enable a higher level of personalization.
Melissa Data Releases Free Address Auto-Completion Tool
Express Entry validates customer addresses as they are entered with type-as-you-go data correction.
Zilliant Rolls Out SalesMax OnDemand
Standalone interface is designed to improve user experience.
Experian Launches Data Quality Grader App on Salesforce1 AppExchange
Experian's Data Quality Grader provides a free data assessment tool.
Clipster Launches Redesigned Video Marketing Platform for YouTube
The updated platform enables marketers to better customize YouTube gadgets for in-video advertising.
Salesnet to Preview Excel Add-In
The new Excel Add-in for Salesnet CRM will be available for preview Feb. 17.
Should You Offer Social Customer Support?
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
Lattice Engines Helps Mindjet Identify Top Prospects
Software collaboration sales team focuses on highest quality leads with Lattice's Predictive Lead Scoring.
IVR Is the Right Prescription for a Native American Health System
Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.
Card-Linked Marketing Delivers Personalization
Merchants and banks tie sales to past purchase behavior.
Building Brand Loyalty (Video Interview)
Turn your customers' passion into a long-lasting brand relationship.
Law Firms Make the Case for CRM
Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.
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.
Gigya Releases Consumer Insights, a Social Media Intelligence Tool
Consumer Insights aggregates customer data from other Gigya products to create a single profile.
Salesfusion Boosts Midmarket Presence with LoopFuse Acquisition
The Salesfusion platform gains social media and predictive capabilities with the LoopFuse acquisition.
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.
Savo Acquires StoryQuest; Reveals Record Revenue Growth in 2013
Savo attributes a 30 percent increase in new client engagement to new products and key partnerships.
Interactive Intelligence's Customer Interaction Center Certified for Use with SAP CRM
CIC 4.0 achieves interoperability with SAP's CRM 7.0 solution.
Sailthru Launches Advance Analytics
New offering lets marketers identify opportunities from customer behavior and interaction histories.
Clarabridge Launches Partner Program
The Clarabridge Partner Program will help ISVs, integrators, consultants, and VARs with their projects.
Vendavo Launches SaaS-Based Profit Advisor
Automated price-optimization solution targets midmarket companies seeking profit advantages.
BigContacts CRM Now Synchronizes with Microsoft Outlook
BigContacts' Outlook plugin lets users sync contacts, calendars, events, and tasks.
Infer Launches Smart Signals for Business Intelligence
Infer Smart Signals draws on the Web to provide sales reps insight on prospects.
GoDaddy Launches Get Found to Help SMBs Boost Sales
GoDaddy's Get Found solution will keep SMBs' contact information up to date.
Amdocs Releases CES 9.1
Amdocs CES 9.1 includes new social and SMB capabilities for personalized experiences across channels and devices.
HootSuite Acquires Social Analytics Vendor uberVU
The uberVU acquisition bolsters HootSuite's enterprise offering.
Confirmit Acquires Integrasco
The acquisition of Integrasco brings social media and text analytics to Confirmit's solution set.
B2B Marketing Budgets to Increase by 6 Percent in 2014
Marketers face pressure to justify budget increases with revenue results, a Forrester study shows.
IBM Commits $1.2 Billion to Expand Its Cloud Network
The investment doubles the data centers running on SoftLayer architecture.
Swiftpage Launches Saleslogix 8.1
Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.
At NRF’s Big Show, IBM CEO Frames Big Data as a Natural Resource
The convergence of mobile, social, and the "Internet of Things" is creating more data to refine than ever.
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Is There Life After Death for Loyalty Points?
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
SAP Releases SAP InfiniteInsight Solution
SAP InfiniteInsight predictive analytics leverages technologies gained in the acquisition of KXEN.
Genesys Acquires Brazilian WFO Provider Voran Tecnologia
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
CRM—What Lies Ahead in 2014?
We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years.
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.
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
Demandbase Launches B2B Retargeting for Business Marketers
Demandbase's B2B Retargeting offers re-engagement opportunities through retargeted display ads.
SugarCRM Introduces Sugar UX Solution
Redesign aims for user-friendly changes.
Ford's Futurist Sheryl Connelly Forecasts 'Game-Changing' Trends at Ad:tech Keynote
Social, economic, and political changes are driving global trends.
Nestle's Peter Blackshaw Delivers Ad:tech Keynote on Nestle's Digital Transformation
Social and mobile dominate digital marketing discussions.
Nimble Introduces Nimble Everywhere
The newest version of Nimble's social relationship platform offers Nimble Contact Widget in Gmail and Outlook.
SmartFocus Partners with Scribe for Microsoft Dynamics CRM Integration
The partnership between SmartFocus, Scribe, and Microsoft enables greater marketing personalization.
SDL's Holiday Study Finds Consumers Willing to Pay More for a Positive Customer Experience
SDL evaluates customer experiences on preferred media, shopping times, and buying behaviors.
Nimble Integrates with Hootsuite for Social Selling
New Nimble Contacts widget for HootSuite enables business teams to access customer and prospect data right from within the social media monitoring app.
Retailers' Next Biggest Threat
In a showrooming world, more foot traffic does not equal more business.
The 2013 CRM Market Leaders
New Survey Highlights the Growth of Web Self-Service
Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
Microsoft Plans New Dynamics CRM Version for Fall Release
The new fall 2013 version features a new user interface, greater integration with social and collaboration tools, and more mobile support.
Beyond FAQs
The tangible benefits of online self-service.
Enterprise Software Retools Customer Experiences
Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.
SMB Mobile Adoption Is on a Fast Track
Sixty-eight percent will increase mobile spending in the next year.
Mobility Drives Multichannel Video Strategies
The personal nature of the platform requires new customer engagement tactics.
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Oracle and Salesforce Enter a Strategic Partnership
Both companies agree to integrate Salesforce.com and Oracle clouds.
Microsoft Opens Up at Convergence
Company comes out of its cocoon to help customers get the most value from IT investments.
Hesitation Hampers Banks' Social Media Opportunities
Many financial institutions are still not exploiting social media despite changing customer needs.
The Fan Business
Winning sports franchises know that selling tickets is only the beginning.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Microsoft Wants to Take CRM Everywhere
The company's stated goal is to support business users wherever they are and on whatever devices they're using.
What Motivates Customer Service Decisions?
Fear is not a strategy.
Brad Wilson Named New CEO at Emailvision
The former head of Microsoft Dynamics CRM takes the top post at the cloud-based CRM solutions provider.
Insights Matter, the Data Proves It
Look to uplift modeling to predict customer actions.
Remove Avoidable Customer Obstacles
Companies looking to improve user adoption should remove as many obstacles as possible for customers and prospects.
Building an Impenetrable Cloud
Companies concerned about data security have more hybrid (public and private) cloud computing options.
Virtual Assistants Enter the Enterprise
Nina, Lexee, and Sophia follow Siri's lead…this time into the workplace.
To Be Social with Customers, Look Inside Your Organization
Proper engagement will require cross-enterprise change and strategy.
Industry Reacts to HP, Autonomy Shake-Up
What the software company's write-down could mean for customers, solutions.
Microsoft to Update Dynamics CRM
Enhancements include more social and video collaboration capabilities.
Transforming Social Media Data into Predictive Analytics
More organizations are leveraging psychographic data to forecast positive—and negative—results.
Cross-Channel Design Can Be Transformational
Companies today must deliver cohesive experiences across multiple touchpoints.
Don't Doom Your VoC Strategies
A six-step plan for overcoming common obstacles.
Customer Experience Finally…and Once Again
This "novel" concept is nothing new at all.
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.
Mass Relevance Unveils The Product Studio
Self-serve platform features social media tools and curation settings.
IBM Launches Cloud-Based Marketing Center
New service combines analytics with real-time marketing execution capabilities.
Tread Cautiously with Personalization
Retailers can look at customers' locations, past purchases, and even their computer brand to customize content.
Avoid the Spam Folder
How marketers can save outbound emails from the dreaded fate.
Confirmit Acquires CustomerSat from MarketTools
The acquisition brings together two companies to with solid backgrounds in the voice of the customer market.
The 2012 CRM Market Leaders
The 2012 CRM Rising Stars
Oracle Debuts CRM On Demand Release 20
Software update includes industry-specific capabilities for life sciences, financial services, and more.
Oracle Picks up Involver
Latest acquisition strengthens the software giant's social media toolset
KANA Software Acquires Ciboodle
The deal brings together two customer service solution providers.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Crushpath Launches Play-By-Play Platform for Salespeople
New software solution promises a real-time look into deal activity
Satmetrix Debuts Social Net Promoter
Metric draws on sentiment analysis to tie customer conversations to brand customer experience strategy
Business intelligence and Analytics Are Getting Hotter
More companies are wising up to these applications' benefits.
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?
Big Data, Big Deal
What you don't know can hurt your business.
Becoming Preferred: Up-Level the Brand Experience
Learn how to be unique in a crowded marketplace and add distinctive value to customer experiences.
Marketing and Advertising Agencies Blur the Lines
Third-party partners are broadening their roles. What to consider for the perfect pairing.
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.
The 2012 Service Leaders
Leadership Changes for Microsoft Dynamics CRM
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Gen Y: The Next Generation of Spenders
They're young, educated, and tech-savvy. Here's how to get them to pay attention to you
Leadership Changes for Microsoft Dynamics CRM
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
5 Hot Marketing Trends
Customer strategists must step up their engagement efforts as mobile's mercury rises
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.
Voicing the Future
Build Your Brand Through Exceptional Customer Experiences
Any interaction customers have with your company is a reflection of your brand.
Just Desserts: The Cake Boss Calls on Avaya IP Office
TLC star Buddy Valastro shares how his new communications network will help his bakery business grow.
Small Wonders: Tips for SMB Growth
As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
Customer Satisfaction: Don’t Leave Work Without It
A contact center executive at American Express takes a holistic approach to support
Knowlagent Customer Contact Center Productivity Survey Reveals Agents Average 49 Minutes of Idle Time Daily
The report also finds call center volumes have increased, agents are difficult to hire, agents receive training infrequently, and industry is unclear on who owns social media.
Get Personal or Get Abandoned
To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated
Cloud Expected to Keep Rising
SaaS revenue will surpass $21 billion by 2015
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Marketing to Communities
Why old-school advertising delivers the wrong message
The Healthy, Powerful Midlife Woman
"Tremendous" buying power is shown by this critical audience for marketers
Bonobos Gets a Leg Up in Customer Engagement
A men's pants company receives more than it bargained for with Assistly
CRM Recovers with Low-Cost Options
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
Forrester Bestows Voice of the Customer Awards
Adobe, Fidelity, and JetBlue recognized for outstanding performance
The 2011 CRM Market Leaders
Our New e-Commerce Reality
All's fair in love and war—and retail
Never Underestimate the Power of Traditional Methods
It's not the medium but, rather, how you use it to engage customers that counts
The Digital Age of Marketing
Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015
Smartphone Shopping Sprees on the Rise
Half of Americans use their mobile devices to make purchases, study shows
Market Focus: Government--Better Outreach with Outbound
Mass-messaging systems help keep constituents informed
Mobile Commerce: The New Retail Therapy
Shopping trend empowers consumers and challenges business strategies
Digital Deals du Jour All the Rage in e-Commerce
Groupon and others put group buying discounts on the menu
Census Bureau Takes to the Cloud
Acumen's customized CRM application manages partner organizations and provides extensive reports
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
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
Geolocation: Advertising's Future or 1984 Revisited?
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
Reigniting Fireclay Tile’s Outdated Flame
Transition to Salesforce CRM brings savings, ease of use
Enter the Age of Analytics
To make the best use of your time and your company's CRM investments, you must measure what you manage.
Will Paperless Payments Take Off Among Customers?
Pitney Bowes and others reveal digital delivery service applications
Can Mobile Apps Save Customer Loyalty Programs?
Most consumers are not active users, study shows, but easing access may spur participation
Social CRM Software Spending Expected to Hit a Milestone
Expenditures will exceed $1 billion worldwide by 2013
Higher Education Increases Marketing
Schools shift focus to generate more inquiries in-house and boost technology investments
Required Reading: Ruling the Roost with Relevance
Being the preferred brand is not enough in the face of quickly shifting market dynamics
CRM + Predictive Analytics: Why It All Adds Up
The whole exceeds the sum of the parts
Software Company Takes Hard Look at Phone Automation
FundNET installs Ifbyphone to redefine call-in support for financial services clients
The Suite Life Cements Customer Service
CRM director Ven Bontha describes Cemex's transition to SAP CRM
Salesforce Acquires Radian6: The Morning After
B2B Social Demand Generation
Appirio Acquires VMG
Appirio makes its third acquisition in three months.
Getting Personal: Be Appropriate or Beg for Forgiveness
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
Interacting with Social Customers, 101
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Taco Bell’s Meaty Marketing Campaign
After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story
Companies Need to Make Better Friends
Study identifies the main triggers for consumer disengagement in online marketing campaigns
Required Reading: Taking the Lead
Sales and marketing teams must be connected for a win-win scenario
The Feminine Marketing Mystique
How to Demystify Women's Purchasing Behavior
Customers Becoming Salespeople
The rising power of consumers should put them at the forefront of social strategies
The 2011 Service Leaders
The Jobs, They Are A-Changin’
Social CRM technology requires learning new skills
The 2011 Rising Stars
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
The Next Killer App
Stores’ Tenuous Hold
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Betting on Bar Codes
Will the smart money back experimental technology?
Information Overload
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Location’s Not Really Where It’s At
The danger of uniting location-driven applications and customer interactions
Eye on the Customer
Are consumers comfortable with or creeped out by online data collection tactics?
Marketing Marauders or Consumer Counselors?
How companies can use online behavioral advertising to win customer confidence
311: The Agency That Never Sleeps
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Barcodes Reach a New Dimension
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Taxpayers Demand CRM
The U.S. government struggles as the entity most resistant to change
Make Your Business Meshy
Social networks and peer communities are changing how products are sold
Thundering into Social Media
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
In One Channel and Out the Other
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Dingo Brand Sniffs Out a Social Commerce Platform
A pet product retailer dramatically increases average order value by empowering its customers
Collecting Feedback Makes Cents
A financial services firm invigorates its VOC program to better understand its business—and its customers
Tackling Tech Complexity
Focus on innovation and improving the customer experience.
The Marriage of Mobile and Multichannel Marketing
Mobile's central role in the coming cross-channel revolution.
The 9 Drivers of B2B Customer Centricity
How to foster customer focus within an organizational culture.
The Ends Are the Means
A maturity model for the Sales 2.0 era.
Is Email Killing Your Business?
Electronic communications are meant to help manage relationships, not build them.
The Will, Skill, and Drill of Selling
Why skill alone will never lead to sales success.
Loyalty Has Its Privileges
Reward your best customers by letting them behind the velvet rope.
The Time to Act
The next step beyond social media monitoring.
The Silent Killers of Social Media
How CRM can help neutralize the danger zones.
Seeing the Forest and the Trees
Your real customers are the individual decision-makers within an organization.
The Rise of the Empowered-Employee Empire
The coauthors of Empowered underscore a new-found source of corporate strength.
Mobile Sales Are Going North
Schools and Social Media: Pass or Flail
The lessons universities are learning about emerging technologies
Sifting Through the Rubble
Oracle's massive annual gathering garners a lot of press—both good and bad
No Longer The Text-Best Thing
Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects
Changing the Mobile Channel
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Learning What to Teach
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Gartner’s Magic Quadrant for Enterprise Information Archiving Shows Vendors Catching On
Gartner's MQ of EIA reveals that many vendors now offer e-mail archiving
How Socially Intelligent Are Business Intelligence Vendors?
In Part 2 of its study, Evoke CRM study ranks the most social CRM companies on the Web.
SMBs Mature with the Mobile Cloud
AMI-Partners research indicates that SMBs are steadily turning to mobile applications to cut down on computing costs and address the needs of an increasingly mobile workforce.
Zuora Launches 4 for the Cloud
Vendor Deep Dive — Zuora, Part 1: The on-demand billing specialist recently unveiled four different editions of Z-Commerce for the Cloud, providing infrastructure for the pay-as-you-go business model.
SAS Takes Care of the Conversation
With the launch of Conversation Center, the company adds another module to its Social Media Analytics platform.
Gartner Magic Quadrant for Enterprise Marketing Management Remains Leader-less
MQ for EMM '10: Infor gets booted from an MQ for EMM that looks similar to the past two reports.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
The 6 Goals of Social Media Marketing
Social media usage report reveals that for marketers social media is now a strategic initiative, good content is king, and video will be the hottest social channel.
For Many, Social Media Still an Experiment
A Harvard Business Review survey shows the immaturity of business activity in the space.
Social Media as Customer Service
RightNow Summit '10: Panelists discuss how social media should be addressed across all departments.
Pega Adds Social to CPM
With its latest release of Customer Process Manager, Pegasystems aims to make customer interactions more meaningful and customer feedback more actionable.
Crossing the E-Commerce Chasm
As consumers become more and more connected, even leading companies are struggling to keep up.
PivotLink Prepares Business Intelligence for Retailers and Online Marketers
With new industry- and department-specific capabilities, PivotLink expands its BI prowess.
A Boost in Morale May Bolster Customer Loyalty
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
eGain Launches eGain Social Experience Suite
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
RightNow Launches RightNow CX for Facebook
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
NGenera Rebrands as Moxie Software
A few years following the acquisition of Talisma, nGenera unites its collaboration and customer interaction product sets on one platform.
SugarCRM Releases "CRM Made Simple"
With the general availability of Sugar 6, the open-source vendor zeroes in on a new interface, productivity enhancements, and new partnerships.
CSO Insights Release Annual Lead Generation Report
CSO Insights reveals email marketing to be the most powerful lead generation for second year in a row.
SAP to Pay Oracle $1.3 Billion in Damages
A three-year-old copyright dispute concludes as a jury orders SAP to pay Oracle $1.3 Billion
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.
Cisco Systems Introduces Collaboration Software for Social Media Interactions
The communications and networking giant's new Cisco SocialMiner promises ways to increase customer interactions through social media.
Oracle Acquires ATG for $1 Billion
In a move designed to strengthen its e-commerce capabilities, Big Red spends big bucks.
Lithium's Social is "Suite"
The Social CRM player rolls out a fully integrated suite of social tools, complete with commerce, support, and brand-awareness-specific offerings.
Avaya Releases Aura Contact Center
Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
LiveVox Announces VoIP Agent@Ready
A cloud-based solution promises to eliminate contact center "whispers."
Facebook Flounders in Customer Satisfaction
American Customer Satisfaction Index E-Business Report '10: FoxNews.com and Google take top honors, while popular social networking sites leave members wanting more.
84 Percent of Digital Marketers Use Social Media
Digital Marketing Practices and Trends Report '10: A new report offers insight into direct marketing strategies for digital and traditional media.
Infor Makes the Latest Move in the CRM Shuffle
Six weeks after resigning from Oracle under a cloud of controversy, Charles Phillips is handed the reins at Infor.
Alterian Buys Intrepid for $11.5 Million
Alterian hopes to capitalize on Asian-language sentiment analysis with its acquisition of Intrepid social media analytics.
The Decline of IVR
The always-connected customer prefers self-service smartphone applications.
The Quick and the Dead
The competitive advantage of getting to a lead first.
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.
CRM: More Relevant Than Ever
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Act or Be Acted Upon
Being more proactive is not merely a nice thought, it's essential.
A Quarter-Century in CRM
An industry veteran looks back at the lessons learned over the course of 25 years.
A Succession of Failures
Industry analysts explain how vendors and customers can avoid the communication errors that occur during CRM implementations.
Required Reading: Slowing Down Your Social CRM
Relationship-building takes more than a tweet
CRM on Twitter: October 2010
Proactive: Take the Initiative
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
How Can I Help You?
Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you?
Anybody's Bot
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
What's the Most Popular Industry on Social Networks?
A study by Performics and ROI Research indicates that customers are talking all across the social Web — about brands in verticals ranging from automotive to travel.
Socialcast Extends Its Reach
SocialcastReach, the latest update to the company's collaboration platform, extends the collaboration effort to other enterprise applications.
Interactive Intelligence Collects Latitude Software for $14 Million
The provider of communications services looks to enhance its collections offering.
Ever Talk to a Robot?
Virtual agents are the newest channel for customer service.
IBM Acquires Netezza for $1.7 Billion
One IBM executive boasts that Big Blue's 23rd analytics acquisition will help the company "take analytics mainstream."
Genesys Announces a New Social Media Strategy
The Alcatel-Lucent Genesys Social Media Strategy provides enterprises with a more expansive way to monitor customer activity across social networks.
Take Back Your Business — With Data
DataFlux Ideas '10: CEO Tony Fisher identifies the three potholes on the highway to data management success.
5 Dos and Don'ts of Social Media Marketing
Social Ad Summit '10: Is your marketing team really prepared to launch a social media campaign?
ESPN Goes "Hyper-Local"
Location-Based Marketing Summit '10 — Day Two: An executive reveals the cable sports network's current and future location-based strategies.
5 Steps to a Thriving B2B Community
Web 2.0 Expo '10 — Day 3: A marketing executive from Philips, the largest consumer group on LinkedIn, shares what it takes to run a healthy community.
The Engagement of Unified Communications
Definitely not all for one and one for all.
Geico Named DMA's Marketer of the Year
DMA2010 — Day Two: Marketing success stories open the day, including an in-depth look at global cosmetics retailer Sephora.
Has Direct Marketing Lost Its Sense of Direction?
DMA2010 — Day One: The job of a direct marketer is harder than ever — and direct marketers are wearing more hats than ever before.
What Makes Pepsi's Digital Marketing So Refreshing?
DMA2010 — Preconference: A PepsiCo executive pops open the conference with a discussion of how brands can bubble up through the sea of digital advertising.
Digital Marketing Means Multiple Channels
Universal profile management directs all relevant communications through the channels that customers prefer.
Community as a Strategy
Social CRM and next-generation customer service.
Talking the Talk — Before the Sale
The execution of live chat can make or break the conversion.
5 Steps to Personalized Customer Contact
How to tailor online customer experience to boost loyalty and drive revenue.
4 Problems with E-Commerce — and How to Solve Them
Web 2.0 Expo '10 — Day 2: A keynote presenter reveals how data can help modern companies overcome their "used-car salesman" personas.
What Will Become of the Web?
Web 2.0 Expo '10 — Day 1: "The world we need is one we've never yet seen," declared Tim O'Reilly at his bi-annual technology event.
Badges? We Don't Need No Stinkin' Badges
Location-Based Marketing Summit '10 — Day One: The opening keynote identifies the real value in location-based services, and urges marketers to rethink their reliance on Foursquare badges.
6 Strategies to Conquer the Chaos
Don't let chaos turn the dream of entrepreneurship into a nightmare.
The Brave New Business Model for CRM
Today's customer leadership requires a new approach.
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.
Best Practices Are Born Every Day
Social media success is often hard to spot, but you need to know where your industry is headed.
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.
The 5 Realities of Customer Retention
The steps you must take in an increasingly collaborative world.
Anyone Can Post a Status Update
Figure out why they do it, and you can foster a positive brand conversation.
Create Content without Recreating the Wheel
You can nurture leads using the resources you already have.
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.
Sage Beefs Up Services in Sage Act! 2011
With interface improvements and the introduction of an integrated information service, one industry thought leader remarks that he is "massively impressed."
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.
Making Customer Intelligence Smarter - and More Social
Overtone's enhanced OpenMic product offers a hybrid text-analysis engine.
The Emotional Path to Success
Moving beyond "on-message marketing."
SAP Promises a "Leading" Mobile Platform in 9 Months
Top executives from SAP and its recent Sybase acquisition deliver a corporate roadmap.
Has Our Technology Exceeded Our Humanity?
Your challenge, in a lot of ways, is to infuse what you do with humanity.
A Tax on Every Call?
A proposed federal tax on overseas calls has the potential to radically alter the contact center industry.
Required Reading: Marketers, Start Your Engines
Customers can extend the reach of your marketing campaigns—but you have to know how to motivate them.
Putting the Pieces in All the Right Places
It's been nearly three decades since a little movie made Reese's Pieces a household name. Have product-placement marketers learned anything since then?
11 Tips to Conquer Contact Centers
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
The Hospitality Suite
Hotels are finding a home away from home in social media, and boosting the customer experience in the process.
The 10 New Rules of Customer Service
Become more relevant in an increasingly digital, connected, and social world.
So Many CRM Service Providers, So Little Time
Whether your strategy is operational excellence, product innovation, or customer intimacy, CRM is essential to achieve customer satisfaction. So how do you choose?
Try Being Unsocial with Customers First
You don't want social CRM. You want integrated customer intelligence.
The Appeal of Single-Solution Master Data Management
Can your master data and your customer data just get along?
ICentera Directs a Solution to the Indirect Sales Channel
ICentera, a provider of sales enablement solutions, releases a specialized product designed for channel partners.
Mzinga Adds Analytics and New Features to OmniSocial
With its latest launch, the social solution provider brings forward new reporting dashboards, mobile applications, and social network interoperability.
Is a Transparent Government a Trusted One?
ForeSee Results determines a consistent link between online transparency and citizens' trust of federal Web sites.
8 Megatrends in Customer Experience
The Temkin Group outlines eight customer "megatrends," predicting how companies should engage with customers over the next three to five years to sustain the strongest relationships.
Multiple Changes in the Gartner Magic Quadrant for CRM Multichannel Campaign Management
Magic Quadrant for CRM Multichannel Campaign Management '10: Microsoft and Portrait Software are in, Infor CRM Epiphany and Market2Lead are out.
3 Reasons High-Tech and Communications Need Social Media for Survival
An Accenture in-depth survey reveals that while customer service investments in the two industries may be up, consumers remain less than thrilled with their experiences.
The Social Work of Social CRM
Collective intelligence can find a needle in a haystack.
6 Best Practices for Growing a Successful Online Community
Enterprise 2.0 and Gov 2.0 communities are a mindset, not a toolset.
The Mighty Demand Rating
A new tool that reveals what's really happening in your business.
The Gift That Keeps On Giving
Online gift cards are an untapped resource for email lead generation.
Everyone Wants To Be Relevant
Why relevance engines are what matters now.
Big(ger) Blue: IBM Acquires Unica for $480 Million
In a monumental, though predictable move, IBM purchases marketing automation technology.
The Social Smorgasbord
Leverage consumer networks—but avoid the sin of data gluttony.
5 Essential Steps to Mastering Customer Intelligence
Build loyalty, gain a competitive edge, and improve your bottom line.
How To Ruin Your Social Media Strategy
What happens if no one "Likes" you?
Jive, Lithium Lead Another Social Scene, the Gartner Magic Quadrant for Externally Facing Social Software
Magic Quadrant for Externally Facing Social Software '10: The research firm's third social report says the EFSS market is "young but developing quickly." "Expect social CRM to split into several [markets] as the technologies mature," says one report author.
DataFlux Takes the Lead in the Gartner Magic Quadrant for Data Quality Tools
Magic Quadrant for Data Quality Tools '10: IBM, Informatica, Trillium and SAP BusinessObjects follow the leader in the research firm's annual evaluation of the market.
Maximizer Aims to Let the Little Guy Play
Maximizer Software offers one new and one enhanced CRM product for teams of fewer than 50 users.
XTuple Expands to the Cloud
The open-source upstart announces cloud-based services and three new editions of its flagship product.
Rethink Your Strategy for Next-Generation Business Intelligence
A new report urges companies to balance business impact with the cost of technology.
ClickFox Targets the Market's Pulse
The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences.
Bazaarvoice Bridges the Gap Between Brand Sites and Social Networks
Bazaarvoice releases a product geared toward helping businesses drive customers from social networks to brand Web sites.
Open Text Updates Its Social Set
The socially evolved ECM player expands its social media and productivity services, adding a no-cost microblogging tool to its offerings.
IBM Captures Datacap for Content Management
In what one industry analyst calls a "good move and a very good choice," IBM expands its content management and business workflow capabilities by purchasing data-capture vendor Datacap.
3 (Easy) Keys to a Successful CRM Application
Why intelligence and productivity should drive development.
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications
Context and relevance are critical elements to maximize customer engagement and loyalty.
CRM Evolution '10: All the Links You Need
CRM Evolution '10: Your one-stop shop for all the links, coverage, and blogposts of this year's conference by the staff of CRM magazine and from around the Web.
The Missing Piece(s) of Social Media
CRM Evolution '10 — Day 3: Four executives, from four vendors of social media platforms, provide (at least) four answers.
The Cloud Gives Small and Midsize Businesses Big-Time Capabilities
Cloud-based CRM provides full functionality without associated costs.
The 6 Hidden Dangers of Social Media
CRM Evolution '10 — Day 3: Companies are eager to make their presence known on the social Web, but they must remember to look before they leap.
Are You Ready for Customer Service 4.0?
CRM Evolution '10 — Day 2: ThinkJar founder Esteban Kolsky says the future of customer service will be service provided by customers.
CRM Is Still All About Location
CRM Evolution '10 — Day 2: Ovum research analyst Ian Jacobs envisions the future of location-based customer interactions.
The View from the CRM C-Suite
CRM Evolution '10 — Day 2: Four of the industry's top CRM executives square off for the first time ever to share perspectives on the ever-changing world of CRM.
The 5 Ms of Social Insight
CRM Evolution '10 — Day 1: "Social will be like air in 2011," says Altimeter Partner Ray Wang in presenting the top use cases for social CRM.
How to Drive Intelligent Customer Conversations
Start by making interactions more personalized at your contact center.
The Constraints on Collaboration
What does "I'll get to it later" really mean?
Becoming a Customer-Focused Industry
How to get there? One customer at a time.
Working from Home Is a Reality
You just need the right software-as-a-service workforce management solution.
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.
Welcome to the Interboom
CRM Evolution '10 — Day 1: Beagle Research Group founder Denis Pombriant details the three economic challenges that will forever alter CRM.
CRM Evolution 2010 Opens with a Bit of Yellin
CRM Evolution '10 — Day 1: Emily Yellin, author of Your Call Is (Not That) Important to Us, shares some customer service interactions of her own, and reveals the secret of the karmic footprint.
The Era of Static Emails Is Over
destinationCRM Exclusive: Infor, a provider of enterprise software solutions, launches a new intelligence-based email marketing tool.
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.
The 2010 CRM Market Awards — Hall of Fame: Paul Greenberg
The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.
Social CRM Gains Social Acceptance
The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.
These Awards Are Yours
Do you still want to eat the sausage after finding out how it's made?
SAP's Surprising Spring
In the wake of corporate upheaval, the German giant welcomes thousands of customers to its annual gathering.
Required Reading: The Joys of Never-Ending Engagement
A single response is no longer sufficient, says Engage! author Brian Solis.
CRM on Twitter: August 2010
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 Go-To Guy
Bill McDermott, co-CEO, SAP
Influential Leaders: The Engager
Brian Solis, principal, FutureWorks, and cofounder, Social Media Club
Rising Stars: The Hotspotter
Already drawing the attention of global brands, Foursquare is at the forefront of location-based (and social gaming) CRM
The Bottom-Line Boost of Feedback
Integrating authentic, real-time customer feedback into CRM data.
Cloudy Horizons for Business Applications
The perfect storm for productivity improvements and cost savings.
Can a User Interface Change the World?
Customer Experience Forum '10: A Forrester Research vice president demonstrates technology that can sense and recognize movement.
American Express, CDW, and Dell Honored for Customer Empowerment
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
Going Viral: Social Media and Customer Service
How to embrace social engagements in the contact center.
Pitney Bowes Acquires Portrait Software
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
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.
Sword Ciboodle Releases Ciboodle Crowd
The contact center specialist launches a new social CRM product to build communities comprising agents, consumers, and enterprises.
Microsoft Puts a 2011 Face on Dynamics CRM
At its Worldwide Partner conference, the vendor presented partners with an application marketplace and a slew of new capabilities for Microsoft CRM users.
Amdocs Gets Semantically Intelligent
Tapping into the Franz AllegroGraph 4.0 database, the vendor shares its plans to invest in semantics to unite personalization and predictive analytics with CEM.
Sage Shows New Movement on Old Promises
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
NetSuite Sweetens E-Commerce with Social
The cloud computing business software provider looks to new partnerships to integrate friends into the shopping experience.
Sword Ciboodle and SAS Announce Partnership
Sword Ciboodle and SAS revamp the contact center with SAS Real-Time Manager, designed to predict customer behavior.
What is Your Social Intelligence IQ?
Forrester Wave on Listening Platforms '10: Listening platforms have evolved beyond monitoring tools in order to better inform the entire enterprise, says the newest Forrester Research report.
Oracle Brings Out Business Intelligence 11g
"Oracle BI is definitely back," comments one industry analyst.
Autonomy Promises Protection from Bad Comments
The new Autonomy Social Media Governance product is intended to help businesses monitor social media channels for slanderous and inaccurate content.
Oracle, CDC Enter the Marketing Automation Market
"Oracle failed to buy Market2Lead," says MarketBright CEO.
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.
4 Ways to Boost Customer Experience
A new Forrester Research report reveals methods to make customer experience projects matter to companies and consumers.
Aberdeen Retail Summit Revisits Familiar Topics
Aberdeen Group Retail Summit '10: Two keynotes offer new insight into the impact of social and mobile marketing.
CDC Pivotal Now Offers Social and Small Business CRM Capabilities
CDC Software climbs out of the shadows with two important product releases.
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.
The Cautionary Tales of CRM
Words of wisdom drawn from decades of disappointment.
CRM Is No Longer a Four-Letter Word
Why the badge is finally one worth wearing.
Required Reading: Can Your Customer Be Your BFF?
A new book examines what it takes to engender the strongest kind of customer loyalty.
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.
4 Keys to Online-Community Success
What many marketers overlook — and why.
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.
Google's View of the Mobile Web's Future
Mobile Marketing Forum '10: An executive of the search-engine giant explains how his company plans to capitalize on mobile devices, and the notion of "immobile browsing."
Enabling the Long Tail of the Channel
B2B social networking and online media can maximize channel business.
Consona Collects Compiere to Compete in the Cloud
By acquiring a pioneer in open-source enterprise resource planning software, Consona hopes to strengthen its position in cloud computing.
Nice Systems Sticks with Eglue — Permanently
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
Engaging the Internal Community
How to drive adoption of social media at the enterprise level.
Fishing Where the Fish Are (with Your Influencers’ Help)
The peer influencer in the era of the social operating system and the distributed online community.
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.
Technology's Everyday Impact on the Everyman Consumer
Internet Week NY '10: Advertising Research Foundation panelists from Google, Adweek, InsightExpress, and JWT stress the importance of video advertising.
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.
The Voice of the Customer in the Community
What does it mean for loyalty and engagement?
Did Web Analytics Just Become One of IBM's Core Values?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
Zoho Now Offers Unified Search
Unified and actionable search is now possible across all of Zoho's 24 applications.
Gold Mobile and Telcordia Find Mobile Rewarding
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Breaking Down the Silos of Social Media
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
5 Lessons Digital Marketers Have Yet To Learn
Internet Week NY '10 / Conversational Marketing Summit '10: Speakers from Twitter, Google, Moxie Interactive, and Starbucks reveal new ways to connect with customers.
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.
Marketing to the Pack
Transform CRM to recognize the power of self-organizing groups.
The Community Approach to Conversation
Cows browse. People communicate.
5 Things You Need from Your Community Management Platform
Making conversations the center of innovation and business strategy.
Collaboration Vendors Convene on Info-Tech's Landscape Evaluation
The research firm makes sense of the top teamwork providers.
Utopy Announces 3 New Speech-Based Solutions
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Ain’t Been Droppin’ No Eaves
Tips for eavesdropping on social media conversations.
5 Ways Web Analytics Can Save Marketers from Themselves
A Forrester Research analyst reveals how Web analytics can produce better customer intelligence.
Allegiance Pledges to Be Social
The enterprise feedback management vendor's Engage 7 adds social media to its toolbox of surveying options, unveils a new interface, and introduces text analysis.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
IBM Buys Sterling Commerce from AT&T
IBM purchases Sterling Commerce from AT&T for $1.4 billion cash. IBM plans to use Sterling Commerce's software to connect more easily and efficiently with businesses, providers, and customers.
Sage Sends SalesLogix to the Cloud
Sage Insights '10: After months of readying partners, Sage announces the June availability of SalesLogix for the Cloud.
Sage Sells Solutions, Not Products
Sage Insights '10: Company executives convey Sage's commitment to customer experience and to uniting the brand's business solutions.
You’re Losing Control of Your Brand Image
It's a matter of technology and numbers.
Social CRM Is Growing Up Fast
Crashing the Community
Nestlé feels the crunch when its own social network turns from semi-sweet to dark.
Required Reading: Measuring Your Social Marketing
In his new book, Social Media Metrics, Jim Sterne explains the right way to gauge your success.
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.
Employing a Community
How Zappos.com became a billion-dollar company—by delivering happiness, an exclusive excerpt from the new book by Zappos.com Chief Executive Officer Tony Hsieh.
A Community in Crisis
A specialist in real estate information offers answers amid a sea of foreclosures.
Reaching Customers Through the Cloud
The way products are designed, launched, and serviced will never be the same.
The Technology Rules of CRM
Protect your position with your customers.
Empower Your Customers on a Personal Level
Tokyo convenience stores can teach you everything you need to know about customer service.
SAP Declares "ByDesign Is Here" (Sort Of)
SapphireNow '10: SAP's co-CEOs deliver back-to-back keynote addresses celebrating not only their first 100 days at the helm, but also the general availability of on-demand offering Business ByDesign 2.5 — two months from now.