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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 ...

I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements ...

eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want ...

I'm always looking for emerging trends at Dreamforce, the kinds of things that are hiding in plain sight. They might never amount to much, but it's more likely, given that it's Dreamforce, that many of them will bloom. ...

"GSA quickly incorporated emerging government requirements into an ongoing procurement so customer agencies could have access to best-in-class identity protection services faster, easier and for lower cost," said GSA Administrator Denise Turner Roth. "Now customer agencies can better protect the government's most valuable asset -- federal employees -- from potential damage caused by data breaches and other personnel security matters." ...

What a difference a decade makes. Ten years ago, the booths on the Dreamforce show floor were little more than outposts for widget-makers. Fast-forward to Dreamforce 2015, and one is struck by the number, variety, and size of the partner community.That's only part of the story, though. Often out of sight is the sizable display of talent that has consolidated around Salesforce from other industry sources...

I couldn't put my finger on it, but for a long time I have been uneasy about the selling discussion's direction as it relates to CRM and SFA. Something didn't relate. We talk a lot about accelerating the sales process and freeing up sales people's time so that they can spend more time selling, but it all made me wonder. ...

As a former sales and marketing guy, I am more than familiar with spreadsheets as a not-so-good tool for managing the avalanche of data generated by the front office, even before the big data craze. ...

We've watched as Salesforce emerged from the crowd in the dot-com era to become a massive company with a US$7 billion run rate. We also have changed perspectives several times on what to expect from Dreamforce. ...

"With these announcements, Salesforce is getting ever closer to the ideal of letting any user develop and maintain standardized, sophisticated and maintainable apps, with or without declarative coding," said Denis Pombriant, principal at the Beagle Research Group. "That's big...