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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Mea Culpa: Social Media Apology Do’s and Don’ts

When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm, DiGiorno...
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Webcast: Your Roadmap to Modern Customer Service this Thurs., 10/23 at 2 pm ET by Kelly Costlow

Want to become a Modern Customer Service organization but don't have a roadmap for getting there? Then join us for a
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Aviso Helps Sales Managers ID the Real Deals

Aviso, a two-and-a-half-year old startup, has launched its first product, Aviso Insights. It is a sales forecasting analytics tool that uses machine learning and portfolio management frameworks...
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Salesforce’s Wave Is Only Half the Analytics Answer

Salesforce.com's major Dreamforce news was, as the company itself admitted, the worst-kept secret at the show. Marc Benioff, no less, spilled the beans about it during the summer; the crowd for...
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