Analyzing Big Data

Xactly continues its pioneering ways by analyzing anonymous data collected by its customers in compensation management. If you aren't familiar with the company or its groundbreaking market analysis,...
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A Signpost on the Road to Marketing Automation

As technologies mature, two nice things typically happen: the price falls and capabilities rise. Soon almost everyone can take advantage of it. Consider cell phones. They were expensive, bulky status...
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Lowe’s Gives Robotic Customer Service a Good Name

Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware...
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Tact Premium Goes With the Flow

Tactile, developer of the free mobile enterprise app Tact for Salesforce CRM, has debuted Tact Premium, a paid version with ramped-up functionality. The company showed off the new version earlier...
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Customer Success is a Failure

Customer success is a stupid concept … a catchphrase that shifts the focus from people to profit. Unlike customer experience — a phrase that suggests giving something of meaning and value...
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CRM Selection: Getting Requirements to Reflect Reality

Perhaps the most important thing you can do before buying business software is to understand what you really want. Software is different from buying a car -- a physical thing you can inspect and...
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Chaos in the Video Content Management Market

Enterprise video content management (VCM) doesn’t really fit into enterprise content management (ECM). So it’s not all that surprising that it has now developed its own space, however chaotic...
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The Customer Science Revolution

Bluewolf, the consultancy that was founded to assist customers implementing and deploying Salesforce.com, has released its annual State of Salesforce report. There is very little that's controversial....
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Is Your CRM System Failing You? 4 Ways to Tell

Would you invest in something that has a failure rate of 46 percent? If you’ve recently acquired a customer relationship management (CRM) system, then whether or not you realize it, that is what...
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Some Apple Pay Users Get Double-Billing and Double-Talk

Shortly after Apple Pay's Monday launch, some eager early users were unsettled to see duplicate charges on their accounts. Apple Pay lets iPhone 6 or iPhone 6 Plus users store credit card information...
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