CRM

Just two months after announcing the integration of its CRM and ERP platform under the Microsoft Dynamics 365 umbrella, Microsoft this week announced a six-year agreement to deploy the service to HP Inc.'s ranks. Under the agreement, HP will deploy the Microsoft Dynamics platform -- including Azure,...

A common perception of business agility is that it revolves around quickness, especially quickness in the service of accelerating a deal or transaction. That's a good starting point, but agility actually goes deeper -- especially now that so many structural changes, like cloud computing and subscrip...

Why do companies invest in CRM, sales performance management software, business intelligence, and every other component of the customer-facing technology stack? The obvious response is ROI. CRM paid back $8.71 for every dollar invested in it, Nucleus Research reported way back in 2014. Business anal...

Salesforce isn't waiting for Dreamforce to begin the drumbeat over its artificial intelligence offering which is -- or will be -- called "Einstein." There is so much to discuss about this turn of events that it's hard to begin, so rather than starting at a conventional jumping-off point I'll start w...

Most customers aren't eager to look under the hood to examine the processes underlying their experiences, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing abo...

We've seen a rapid progression from conventional software bought through a license to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. I am not a big fan of zero marginal cost economics, in which prices drop to zip because buyers take into account ...

The deal is worth about $582 million, according to a Salesforce filing with the U.S. Securities and Exchange Commission. Quip provides a chat feature that's built into every document and spreadsheet. It lets users direct-message team members and comment directly on any piece of content.

Oracle has entered into a definitive agreement to acquire NetSuite -- the company its former chief marketing officer, Zach Nelson, cofounded in 1998 -- for $9.3 billion. NetSuite offers various software packages as cloud-based services, including ERP, accounting, CRM and sales force automation. What...

LinkedIn this week announced three updates to Sales Navigator. One is deeper integration with Salesforce CRM data, allowing leads and accounts to be imported into Sales Navigator automatically. More than 20 LinkedIn customers already are using this feature. The second is direct integration of Sales ...

The platform land rush is definitely on. You can't swing a dead cat, as the saying goes, without finding an announcement about some new platform or some established vendor's attempt to enhance its existing platform. Some sorting out seems to be in order. What's not a platform these days? Well, if it...

CRM often is described as a discipline and a technology that will transform the entire business. Sales and marketing can get on the same page, support will have visibility into what sales and marketing are doing, and every interaction can be captured and used to create a complete and comprehensive v...

The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships ...

In a bid to augment its cloud services business with more flexibility on pricing and customization, Microsoft on Wednesday announced the launch of Microsoft Dynamics 365 and Microsoft AppSource, which will integrate its ERP and CRM solutions. The combined cloud offerings, which will become available...