Mobile CRM

Pegasystems has rolled out the newest iteration of its marketing application. New or enhanced features include improved ability to perform real time event-triggered actions and new B2B recommendation functionality. The key to understanding this app is its name, "Next-Best-Action," said Steve Kraus, ...

Mobile marketing may just be in its infancy, but it already has ushered in a world of new risks -- or rather, existing risks that have been repackaged. They range from running afoul of still-developing regulations to security concerns, to consumers misinterpreting content. Keeping a marketing messag...

Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service. Its features include case management; Web self-service; mobile chat; co-browsing; social listening, analytics and...

Blackbaud, a CRM vendor that specializes in the nonprofit sector, has rolled out a new release offering additional social and mobile functionality. The end goal of the various upgrades -- which range from social scoring to the ability to run on a number of different tablets -- is to allow users to b...

As mobile marketing evolves, so do its risks. The Federal Trade Commission last month released its updated "Dot Com" guidelines. An update long in coming -- the first since the report was released in 2000 -- the guidelines take special note of mobile. In short, they state that the same rules that ap...

If you have been thinking lately that the chief marketing officer has been driving CRM purchases more than the IT department, you're right. "This is the era of the CMO," Larry Bowden, vice president of portals and Web experience at IBM, told CRM Buyer. The reason for that is simple: The amount of in...

Consumers give hotels, airlines and car rental companies high marks in customer satisfaction for the mobile experience they provide, according to the "ForeSee Mobile Satisfaction Index: Travel Edition." Online travel agencies, however -- not so much. Specifically, of the measured travel categorie...

Microsoft opened Convergence 2013 Tuesday morning with a keynote address from Microsoft Business Solutions President Kirill Tatarinov -- and the debut of an upgraded CRM application. With 11,000 attendees, this is the largest Convergence Microsoft has held to date, said Seth Patton, senior directo...

Does it matter what time of day a mobile ad is displayed? If a generation's worth of lessons learned from email marketing mean anything, the answer is... maybe. Truth is, there are coherent arguments to be made on both sides. However, as marketers intensify their aim at mobile devices, the balance i...

There is a long-standing debate in the email marketing community about timing -- that is, whether time of day makes a difference in open and click-through rates. In other words, will an email marketing message sent early Monday morning be more likely to be opened than one sent Wednesday around noon ...

Salesforce.com on Tuesday unveiled Salesforce Service Cloud Mobile, the first of a number of mobile computing initiatives planned for this year. Salesforce.com is stepping up its focus on mobile in 2013, said Michael Peachey, senior director of solutions marketing. Companies realize that customer se...

First there were smartphones. Then there were very small smartphones and, conversely, larger ones. And devices that folded in half. And smartphones that had sliding QWERTY keyboards. After that, of course, came the tablets. The new form factor story doesn't end there. The next big trend is expected...

Mobile CRM is usually not a company's first foray into CRM. Before going mobile, a company usually has a SaaS-based CRM application, at a bare minimum, as well as an online presence that has become increasingly interactive over the years -- and likely a social media presence as well. Mobile CRM has ...

What's the biggest customer-related problem for mobile app developers? A good guess is that it has something to do with one-time downloads by users who lose interest almost immediately. Enter Appboy, which just launched a customer segmentation platform aimed at building engagement. "The future of mo...

2013 is just two weeks old, but executives in the mobile CRM space have a clear idea of how they hope the rest of it will unfold. What they want, in a word, is more: more mobile CRM functionality; availability on more devices; more vendors supplying applications. More mobile CRM is indeed on the way...