Vendors

Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul.

Developed by CallRail Labs, Convert Assist integrates three successful features -- action plans, call coaching, and smart follow-up -- into one comprehensive solution.

Chatbots and virtual assistants with advanced natural language processing (NLP) are transforming customer care and how businesses engage with their customers.

We spoke with CEO Luke Wang about how Surefront's platform unifies PLM, PIM, and CRM software, transforming retail and supply chain management.

Despite the growing emphasis on using AI in the workplace, a U.K.- and U.S.-based Workbooks survey reveals that human support remains the preferred choice for businesses implementing CRM solutions. The findings highlight the limitations and challenges of increasing reliance on AI within CRM systems.

Bigeye's new Dependency-Driven Monitoring platform is a data observability solution that allows enterprise data teams to see more trustworthy results from their CRM systems.

INSIGHTS

Salesforce Enhances Field Service

I am seeing a pattern. Last time I looked at how Oracle’s generative AI is integrating into a variety of front- and back-office work areas like supply chain, HR, and, of course, CRM. Today, I want to examine Salesforce’s recently announced AI enhancements for its Field Service Suite. The pattern...

INSIGHTS

Oracle’s 50 New Gen AI Apps

Oracle has announced 50 new generative AI apps for its application suite that embed into existing business workflows across finance, supply chain, HR, sales, marketing, and service, as well as an expansion of the Oracle Guided Journeys’ extensibility. It seems like good stuff, but it also neatly d...

Today’s challenge for CRM vendors lies in simplifying the adoption of sophisticated, out-of-the-box AI models over the complexities of DIY projects, which can be daunting. Simplification is crucial, as AI-powered CRM platforms are revolutionizing how businesses deliver customer experiences.

A new era of customer relationship management is emerging, with a focus on innovative design and strategic platform goals. Businesses rethinking their use of these platforms can improve profit margins, enhance customer satisfaction, streamline operations, and foster innovative engagement strategies.

Revenue teams have grappled with organizational changes and unpredictable buyer behavior in recent years. Resolving those two factors is increasingly challenging for revenue leaders to empower teams with the insights needed to call accurate forecasts, effectively manage their pipeline, and hit their...

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

INSIGHTS

A New Era of Customer Service

Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.

INSIGHTS

Landing Intelligent Customer Service

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too.

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