The Intangibles: 5 Things That Aren’t on the CRM Data Sheets

CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's...
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SMS: It’s Not Just for Marketing Any More

There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways,...
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Platform Native

The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random...
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Picture This: Instagram for CRM

With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations....
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The Terrifying Numbers Behind a Whopping Marketing Failure

There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner...
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Ray Wang keynoting at Oracle CloudWorld in Boston on Tuesday, December 9th

Are you ready for the Cloud? Are you ready to capitalize on fundamental technological, behaviorial, and market shifts? Then join us at Oracle CloudWorld Boston on Tuesday, December 9 and...
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Salesforce1 Lightning Connect Aims to End the Long CRM Integration Nightmare

Salesforce.com has unveiled Salesforce1 Lightning Connect, a new component for its Lightning Platform as a Service for mobile developers, which it introduced last month. Lightning Connect, which...
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Journey Map

The journey map and the tools used to make one might be the sleeper part of CRM in the year or two in front of us. The reason is simple: Journey maps enable you to figure out your processes, and...
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Kana Burnishes Omnichannel Customer Engagement Tools

Kana on Monday announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. The product, Kana Enterprise Customer Engagement Optimization...
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5 Promises CRM Can’t Keep

Don’t get me wrong — I think very highly of CRM. I’ve been making a living writing about it for almost a decade, and I would highly recommend it to anyone who asks about it. Still,...
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