CRM

NICE inContact has released the Spring 2019 version of its CXone cloud-based contact center software, with multiple AI-powered updates for smarter customer and agent engagement, plus enhanced CRM integrations.

The other day Salesforce announced that it was integrating its philanthropic arm, the nonprofit Salesforce.org, into the larger organization, Salesforce.com. This makes a round trip for "the org" as it's sometimes called. At its founding, Salesforce built its 1-1-1 model of philanthropy -- donating ...

Customer relationship management keeps expanding, and some people might wonder why we never seem to get all the way to some mythical goal of perfection. One of the chief reasons is that the goal posts are moving away from us and always will be. This isn't some plot by the software companies to drive...

You could not have picked a better place for a career in the last two decades than CRM. In one way or another it is the heart of the digital disruption, or the modernization of business. CRM was the first front office system to help organize significant staff doing important but far from routinized ...

CRM guru Samson Lee has a new idea about customer experience. I don't know that I agree with it, but Lee has a way of making you question your assumptions and possibly change your viewpoint. Lee describes extreme experience in his paper, "Replace Customer-Centricity with Extreme Experience," as the ...

Oracle held its Modern Customer Experience conference in Las Vegas this week, and it was eye-opening. This is the fourth MCX conference and an important milestone for a company that came to the cloud later than its competition. No doubt about it, Oracle has done much in a short time to develop and d...

Trying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you're weird -- and the trouble is, those people are all potential customers. CRM is essential today because, despite our reverence ...

Looking at the current assortment of customer relationship management functionality, including artificial intelligence, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact -- and you wouldn't b...

Pitney Bowes has unveiled Consumer Connect, a self-service post-purchase marketing solution for retailers and brands. The service helps retailers drive new revenue after shoppers press the buy button. It enables retailers to create a branded tracking and post-purchase experience. "Retail marketers s...

Salesforce will be celebrating its 20th birthday on March 8. Where did those decades go? "Time flies like an arrow," said Groucho. "Fruit flies like a banana." There it is. A respectable chunk of the analyst community that follows Salesforce converged last week in San Francisco inside the company's ...

Microsoft announced a number of artificial intelligence, mixed reality and customer insights tools for Microsoft Dynamics 365 at its Microsoft Business Forward event in Paris. There is "a lot of hype around AI and MR, but these are real applications delivering value to customers today" noted Rebecc...

Sales teams are tasked with nurturing leads and driving them to a sale. In order to do this, they need to maintain a clear record of communication with each prospect. This is especially important as the customer journey requires several touchpoints. At the beginning of a customer's journey, it's eas...

I've recently been writing a lot about platforms -- not about any one in particular, but about the importance of platform to the future of what we all do in CRM and beyond. Platform provides a level of abstraction between machines and humans, who must get useful work out of them. Inventing the pla...

Until recently, becoming a subscription provider was a big and expensive task. To get into the game, a vendor needed to build a subscription business model right next to its traditional businesses, so to speak, which typically involved building an e-commerce Web store and member site, organizing an ...