Analytics

There's a chicken-and-egg issue with digital disruption. Making decisions based on numbers instead of gut instinct is recognized to be a superior approach in many situations, but before you can get to decision making, people have to be able to use things like artificial intelligence and machine lear...

As the B2B buyer continues to evolve, B2B sellers have more solutions than ever in their technology stacks. From CRM, sales content and asset management, to sales enablement, LMS and more, these technologies have been adopted in order to stay ahead of the changing behavior of prospects. However, whi...

A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse the mythical last mile between vendors and customers. Every analyst had something positive to say about social and its future role in CRM. I wrote a paper in 2004 forecasting that soci...

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 ...

This article examines some advances being made in contact center operations — now and in the foreseeable future. These advances improve customer satisfaction and enhance agents' productivity and job satisfaction.

Here we go again, right down the hype cycle and into new product land. In the last week, two major enterprise software companies, Oracle and Salesforce, announced customer data platform products. Oracle announced its product last week in Las Vegas at its Modern Customer Experience event. This week,...

Retail is facing battles on all fronts. Up against Amazon's streamlined operations on one side, and a higher demand for flawless customer service and experience on the other, it's either think or sink for many. However, AI has thrown some early adopters a lifeline. As Amazon has proven with its stra...

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...

Today, big data and AI compose the noticeably inflexible profile of modern CRM systems. This has led to a massive explosion in automated buyer behavior analytics. While these tools are assets, some people seem uncomfortable with them and may perceive them as intrusive.

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 ...

Amazon has announced Project Zero, a program that empowers vendors to help drive counterfeits down. The anti-counterfeit campaign will employ Amazon's advanced technology, machine learning and innovation. Amazon will partner with Project Zero's participating vendors to protect their intellectual pro...

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...

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 ...

Annual sales of all connected home devices are expected to exceed 520 million units by 2022, based on Parks Associates forecasts. Specific use cases for AI in the smart home will help drive adoption of new devices and services as intelligent outcomes increase product value. Besides security use case...