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Whether you call it "industry CRM," "vertical CRM" or something else, the concept is gaining altitude. Not that it's new or ever been gone, but today's vertical CRM is different -- a constellation of quantitatively and qualitatively different and better CRM solutions than we've ever seen ...

If you are narrowly focused on CRM -- to the irrational exclusion of all other subjects -- Denis Pombriant's blog is going to drive you insane. If you want a nuanced take on the world of sellers and buyers, and customers of all styles and sizes, Denis's all-encompassing overview of the many things that have an impact on CRM will make fascinating reading...

Last year, uber-analystEsteban Kolsky and I did a research project to better understand cloud computing's uptake and related issues, and last week Financial Force, our sponsor,made the results public ...

I spent part of last week listening to presentations about the customer of the future, and of course it made me think. As usual, I didn't think in a straight line ...

I've been trying to analyze modern rewards programs and customer loyalty recently for a project. It's a complex issue and so it is tricky to tease apart -- nothing like trying to defuse a bomb, but intellectually challenging for sure ...

"The strength of its product is its integrateability with other apps, especially those on the AppExchange, which number in the thousands," remarked Denis Pombriant, principal at Beagle Research Group It can be run on smartphones, tablets and other supported devices....

This year we traded in terminologies going from big data and analytics to digital disruption as the market-moving meme. I am not sure either one hits the spot, but they give me something to write about. Other things happened in 2015 too, but I'm just going to focus here ...

The end of the year brings out some interesting goodies from various workshops competing with Santa for big kids' attention. Some of it is pretty good stuff. ...

Intelligence "is important because it's an idea that's current," observed Denis Pombriant, principal analyst at the Beagle Research Group Microsoft is "trying to pay attention to how Dynamics CRM supports business processes in the front office and not simply enhancing transact...

Lost somewhere in the pile that is a current research project is an article on customer loyalty that says that more than half of customers who recently exhibited loyal behavior toward a vendor said they'd switch to another vendor in an instant ...

However, Beagle Research Group analyst Denis Pombriant warned that While the quarterly numbers are strong, there are signs that the company's growth curve may be beginning to slow down as it approaches critical mass, cautioned Denis Pombriant, principal analyst at Beagle Research Group.

Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about...

"Letting sales and service each know what the other's doing has always been important, and large enterprises have had an advantage because they have more people and systems to surface information," said Denis Pombriant, principal at Beagle Research Group More on the Applicatio...

I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you're like me and think that focusing on customers' moments of truth is important. Thanks to Narina Sippy for pointing it out ...

For once,Oracle OpenWorld went long on substance. That's hard to do when you have so many products to discuss and Larry Ellison pontificating, but he was both under control and substantive -- though he couldn't resist taking a few shots at competitors ...

Partner relationship management, or PRM, has seen its ups and downs over the first part of this century ...

"I'm not sure this is a good idea for using community," said Denis Pombriant, principal atBeagle Research Group Community "is supposed to be a place where people can go and express their real opinions and ask questions, and not be sold to," he told CRM Buyer. "I'm not sure com...

Salesforce last week said it would invest US$100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions ...

Its decision to make a major commitment to European expansion was driven by increased competition from major U.S. rivals like Microsoft and SAP, observed Denis Pombriant, managing principal of Beagle Research Group. [*Correction - Oct. 16, 2015] Salesforce needs to raise its p...

I've been saying for a while that we're heading toward an era when process dominates and traditional transactions become just one part of those processes ...