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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Webrooming Takes the Sting Out of Showrooming

Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise -- say a new TV or electronic gadget -- and then buying the same model...
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Technology Can Help Humans Sound Human

Is it too much to ask a customer service rep to sound human and, more importantly, to treat the person on the other end of the line as a fellow human? It may sound like a simple request, but too often...
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Cortana Goes to Work for Microsoft Dynamics CRM Users

Microsoft on Tuesday announced a slew of new features and functionality for Microsoft Dynamics CRM, including the addition of Cortana, Microsoft's intelligent personal assistant. The company also...
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