Salesforce, MS Deal Could Put Mobile CRM on Steroids

Now "anyone can run their business from their phone," Salesforce.com recently promised when it announced its Salesforce1 Mobile App. Many company announcements tend to overpromise, and Salesforce...
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Poor Mistake Management: 3 Model Lessons

I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the...
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Kudos to Xactly

Xactly, the SaaS-based incentive compensation solutions provider, has kicked it up a notch. The user meeting I attended last week in San Francisco was very successful -- but more importantly, it...
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Salesforce1 Mobile App Drives Internet of Customers

Salesforce.com has announced that its Salesforce1 Mobile App will be generally available in the company's summer release. The app will be accompanied by an enterprise ecosystem consisting of some...
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5 Ways Social CRM Builds Indirect Channel Relationships

The concept of social CRM has been around so long now that, if you listen to the pundits, we should stop saying it and just include it as part of CRM. That assumes most companies have fully digested...
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SuiteWorld’s Vision

Zach Nelson, CEO of NetSuite, talked a lot about CRM in his recent keynote at SuiteWorld. You might not think that's unusual, given that the company has a whole suite of cloud-based ERP-CRM-E-Commerce,...
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eBay’s In With the Breached Crowd

If there's a list of retailers that have not exposed their customers' data to a security breach, it just got shorter. The most recent company to confess to being hacked is eBay, which on Wednesday...
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Look Who’s Pushing Retailers to Go Omnichannel

Only the truly dedicated shopper realizes this -- and of course, anyone who follows the retail industry (I happen to fall in both categories) -- but most shopping centers in the United States are...
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Zero Patience, Zero Wait: The New Customer Reality

Gone in half the blink of an eye. Online customers, that is. Visitors are less likely to return to a site that is even 250 milliseconds slower than a competing site, according to Harry Shum, a...
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The Art of Easy – Part 6 of 6: Making Easy, both Effective and Efficient by Melinda Uhland

In the case of “What makes the experience” It's the age old question… which came first? The chicken? or the egg? There is a strong vote for the chicken (being the customer), as they squawk the loudest (especially...
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