By Paul Greenberg on January 27, 2015
The 4th annual Lifetime Achievement Award goes to the institution which, historically, might have had the most impact on the CRM industry. That would be CRM Magazine. Find out why.
By Paul Greenberg on January 8, 2015
What is the state of customer engagement? What kind of framework needs to be created to help businesses achieve that engagement? It starts here with the 2015 agenda for customer engagement.
By Denis Pombriant on January 5, 2015
We are now through almost 15 years of the century and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress we made in the industry for the last 12 months, I think taking a broader view of the […]
By Michael Fauscette on December 2, 2014
In part one of this series we looked at big data and transforming it into smart data, or data that is contextual, relevant and delivered to the right people / person at the right time. One of the other interesting and growing use cases in the business use of data is something called small data. […]
Posted in Featured Posts, Technology / Software | Tagged Apache Hadoop, Beowulf cluster, Big Data, CRM, Customer, Customer Experience, CX, data, data2action, decision systems, Distributed computing, enterprise, mapreduce, marketing, Open source, sales, sense and respond, small data, smart data, socbiz, supercomputer
By Denis Pombriant on October 24, 2014
Bluewolf, the consultancy that was founded to assist customers implementing and deploying Salesforce.com, has released its annual State of Salesforce report. The company started this practice a few years ago using MIT Sloan School of Management personnel to interview Salesforce customers and the methodology is tight. So what’s in the report? Just what you might […]
By Denis Pombriant on October 20, 2014
A number of Salesforce AppExchange partners including Apttus, Kenandy and ServiceMax formed an alliance called the Force United Consortium back in April but I hadn’t had the chance to talk to anyone about it. It’s a cool idea and a way to differentiate a partner that makes good use of the Salesforce1 Platform. I got […]
By Michael Fauscette on October 20, 2014
This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]
By Paul Greenberg on September 24, 2014
No matter what SAP’s press release says, CRM isn’t a failed experiment, it’s not dead, and it continues to thrive. Paul Greenberg answers the latest barb thrown.
By Paul Greenberg on September 17, 2014
Good business isn’t only ‘all about people.’ It’s also about the processes they are saddled with. Paul Greenberg shares his customer’s lament about a sale that turned into a nightmare.
By Denis Pombriant on September 11, 2014
I was disturbed by a story in the New York Times this week about Google’s ongoing issues with European regulators and the lead is all you need to get a sense of things: “BRUSSELS — A top German official called for Google to be broken up. A French minister pronounced the company a threat to […]