Social CRM

Social Dynamx has just launched a new enterprise-class social customer care platform that will allow customer support and community management teams to identify, prioritize and handle millions of one-on-one customer social media conversations daily. As a subscription-based platform, it is designed t...

CRM is not a small market. Nor is it a niche sequestered away in a corner of the larger CRM market. CRM is a $13.045 billion industry in 2012, and it will grow to $16.694 billion in 2015, according to Gartner. No matter how you look at things, that's a lot of money. With a projected growth of near...

Kana Software has introduced a new service experience platform that combines CRM functionality with BPM, knowledge management, analytics and social listening. The application is in fact the culmination of a few years' of effort by Kana to integrate these closely related feature sets, said Ajay Khann...

"You can't get there from here." That's the classic gag about New Englanders giving road directions -- that somehow, the route that needs to be taken is so convoluted and confusing that there's no way to negotiate between two points on the surface of the Earth. Logically, we know that's not true. Yo...

CDC Software Corporation, an enterprise software provider of on-premises and cloud technologies, has just released Pivotal CRM for iPad, an application that enables users to access CRM information whenever and wherever they need it. "Today, CRM is going in two distinct directions," said Jason Rushfo...

Thanks for the overwhelming response to last week's post, "Why CRM Works." It was surprising and gratifying that so many people read and tweeted about it, given its length -- almost double my usual contribution. Since it was based on Daniel Kahneman's groundbreaking work, I give all the credit to h...

"The secret of success is sincerity. Once you can fake that you've got it made." This quote, often bandied about, is attributed to Jean Giraudoux (1882-1944), who was a French diplomat, dramatist and novelist. And, judging by his best-remembered quote, kind of a jerk. I'm not saying this specificall...

When I go to CRM conferences -- and I go to many -- one of the things I relish is the opportunity to speak to leaders about thinking surrounding social CRM. That group is not limited to the pundits and authors most closely associated with SCRM; it also includes users at these events who have reached...

In the UK, supermarket chain Tesco is being pounded right now in social media channels because it's refusing to honor an erroneous online advertisement offering new iPads for about $65. The offer went viral, and now the backlash is viral, too. How Tesco responds will tell the tale. I'd recommend a s...

Yammer announced an impressive $85 million financing recently. You might already know that Yammer provides enterprise social networks, the kind of collaborative spaces that enable employees to "swarm" on issues to achieve resolution or deal with a customer issue, for instance. Yammer claims that mo...

Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one ...

Nimble has introduced a new Software as a Service social CRM platform designed to enable social engagement. Nimble 2.0 empowers companies to get closer to their customers through listening and engagement, helping them turn their social communities into customers for life, according to the company. F...

My childhood birthdays and Christmases had a few eternally repeated phrases associated with them: "Happy Birthday," "Merry Christmas," and "He'll grow into it." The latter one was always perplexing to me. The volume of oversized clothing I received as a kid from aunts, grandparents and family frien...

Last week Oracle bought the HR SaaS company Taleo for $1.9 billion, which to me means it's time to do you-know-what to the fire and call in the dogs. This hunt is officially over and out. The hunt in question is for legitimacy and primacy of the SaaS and cloud computing model. Many people would ar...

There's been a lot of activity on the Web and in our industry in the last week, and I thought it might be fun to try and tie at least some of it together. Much of it in one way or another involves Facebook -- or "FB," as the proposed ticker symbol suggests. It's widely assumed that its IPO will mak...