Archive

OK, we survived Dreamforce and that has enabled us to limp home exhausted by all the information we accumulated and the parties we attended just in time for the holidays. I have a lot of thoughts about the show. If I try to share most of them, the result will be a stream-of-conscious rant that wil...

Zoho recently deepened the functionality in its CRM suite and upgraded Zoho Support with high-end and high-capacity telephony and mobile-app features for large businesses. The moves are part of the company's strategy of migrating upstream to service a larger customer base. "Zoho started off marketin...

There's always a lot to digest after Salesforce.com's annual bacchanalia, Dreamforce, which drew 135,000 registrants this year. Some of it is about Salesforce's announcements, but a lot more of it is about the implications of those announcements, the people who attend, and what goes on around the sh...

This holiday season, everything from Nerf N-Strike Elite Hail-Fire Blasters to Doc McStuffins dolls and even diamond jewelry will be purchased via mobile devices to a greater extent than ever before. In fact, mobile shopping will surpass the growth of all other channels during the upcoming holiday s...

The story of this year's Dreamforce might best be told through the partner community and AppExchange, and that makes it a story about the platform. Appropriately enough, Salesforce teed up the platform topic in Chairman and CEO Marc Benioff's Tuesday keynote and the press conference immediately foll...

GE Capital has an iPad app, based on Salesforce.com, that integrates geospatial data to let mobile sales reps know which customers need attention and where they are. It is a simple, yet impressive example of a company using tablets and CRM functionality to improve its internal productivity. While ce...

Building on the B2B targeting and personalization ad platform it launched about a year ago, Demandbase last week debuted a new ad tool called "B2B Retargeting." Like the Company-Targeted Advertising solution Demandbase launched in 2012, B2B Retargeting is a rare breed of online ad software in that i...

Ask prospective buyers of CRM software what they're most interested in, and you'll probably get a mix of variations on the following three themes: "I am not sure about the deployment model yet, although I have heard good things about the cloud"; "I know about the benefits of using an integrated suit...

There's one thing in the post-industrial world that's never affected by economic slowdowns, changes in customer preferences, or technological advances. In fact, production of this commodity seems to pick up when there are disruptions, and each year an increasing quantity is produced, regardless of m...

I had an interesting conversation last week with Eric Berridge, CEO of Bluewolf, about a new report his company sponsored, "The State of Salesforce." Researchers from MIT's Sloan School interviewed hundreds of Salesforce customers to learn about their attitudes, opinions and future demand. Parenthet...

The CRM case for tablets is quite clear: Workers are more mobile than ever and need to be able to access their systems on the go. Ditto customers and the workers who service them while on the go. Tablets are more robust tools than smartphones and allow for even greater functionality. Somehow overloo...

Before speaking with a reporter recently about the latest upgrade to his company's CRM platform, Nimble CMO Eric Quanstrom ate his own cooking, so to speak: that is, he used Nimble to learn as much about her as possible. A few keystrokes later, he knew where she went to school, her hometown, other b...

CRM technology often gets blamed for the failure of customer initiatives -- and sometimes it's deserved. In many cases, though, the technology works exactly as advertised -- as far as technology can work. Still, CRM is a discipline, not a technology -- the technology merely helps business scale up t...

For many years, I have written a piece that attempts to forecast the major themes of Dreamforce. I am not always right, but the exercise is fun and helps me orient toward what should be happening industry-wide even if it's not. This year is no exception. With no briefing yet from the company, I am u...

Now that mobile app developers have the basics of user-friendly design down, we've moved into the m-commerce industrial age, according to Pradeep U.N., Symphony Teleca's vice president and global head of design and innovation. Specifically, the mobile app vendors and retailers that rely on this chan...