Archive

Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing...

There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to save money by making an internal process more productive or to increase the amount being sold to the cust...

Apple's debut of Apple Pay has been more than a little bumpy, and the company may be in for some additional negative press about its competitive position before the dust settles. However, there is one major factor in Apple's favor that could help it win the mobile payments tug-of-war in the end: tim...

Xactly continues its pioneering ways by analyzing anonymous data collected by its customers in compensation management. If you aren't familiar with the company or its groundbreaking market analysis, you might be in for a treat. Its approach is relatively simple but extremely powerful. With the permi...

Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware store by directing them to specific products and providing real-time information about promotions an...

Tactile, developer of the free mobile enterprise app Tact for Salesforce CRM, has debuted Tact Premium, a paid version with ramped-up functionality. The company showed off the new version earlier this month during Salesforce.com's annual Dreamforce show. It won rave reviews from the crowd, said foun...

Perhaps the most important thing you can do before buying business software is to understand what you really want. Software is different from buying a car -- a physical thing you can inspect and whose operation you understand. It's different from buying a commodity, whose characteristics are already...

Bluewolf, the consultancy that was founded to assist customers implementing and deploying Salesforce.com, has released its annual State of Salesforce report. There is very little that's controversial. Salesforce is a juggernaut at this point, growing at an exceptional and exponential pace. My only q...

Shortly after Apple Pay's Monday launch, some eager early users were unsettled to see duplicate charges on their accounts. Apple Pay lets iPhone 6 or iPhone 6 Plus users store credit card information on their devices and then pay for products using tap-to-pay terminals in stores, or via apps when sh...

When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million a...

Aviso, a two-and-a-half-year old startup, has launched its first product, Aviso Insights. It is a sales forecasting analytics tool that uses machine learning and portfolio management frameworks to help sales managers answer a fundamental question: What deals can I expect to close this quarter? The a...

Salesforce.com's major Dreamforce news was, as the company itself admitted, the worst-kept secret at the show. Marc Benioff, no less, spilled the beans about it during the summer; the crowd for his keynote was there largely to see it in action. It's a beautiful-looking analytics program. The graphic...

Dreamforce has always been about many things happening at once -- a three-ring circus, in a good way. There are announcements about applications, platforms, philanthropy, entertainment and, importantly, parties. This year there was all of that and then some -- I was a guest with a ringside seat. Sin...

AppMesh recently came out of the gate with the second iteration of its flagship product, SalesMesh. Version 2.0 is a major leap in functionality for the app that builds on the cofounders' vision of developing a personal sales system for the sales rep. "CRM has made a lot of advances over the years,"...

Salesforce.com on Tuesday unveiled Salesforce1 Lightning, a new Platform as a Service for developers to build mobile apps. Salesforce1 Lightning lets developers build apps for devices with screens of any size or format -- from the desktop to laptops, tablets, phablets, smartphones and wearables. It ...