CRM

CRM news, trend analysis and opinion

customer service
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CRM and contact center are on a collision course

CRM and contact center—two industries that have, for the most part, co-existed on the desktop of the contact center agent—are headed for a mashup.

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Enterprise software: A look forward to 2017

Will 2017 be the year when customers really get what enterprise software vendors promise?

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How to conquer a CRM monster

A network of travel agencies found the CRM system it had been using for eight years had become a monster, so it turned to a cloud-based option -- and the results were off the charts.

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Comparing AI tools in Salesforce Einstein and Dynamics 365

Both Salesforce with Einstein and Microsoft with Dynamics 365 are offering AI capabilities that promise to improve your customer service, sales pipeline and business processes. Here’s a look at the new AI features, what’s available...

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The real unified communications

Communications may be unified, but not in the way the term suggests. Ask Salesforce or SAP.

customer experience

Customers have a love/hate relationship with IT outsourcing providers

HPE, Oracle and IBM’s outsourcing customers are much more likely to recommend them, but many other IT service providers underperform in delivering a good customer experience.

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How online businesses grow sales in the offline world

The efficiency of ecommerce sales with one-click checkout and third-party fulfillment can come at the cost of intimacy between you and your customer. Here’s how some online businesses are getting personal.

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An inside look at Cogito's newest emotional intelligence software

CIO's own Sarah White goes on location to examine the role of emotional intelligence software in the workplace and it's potential impact to customer service.

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CIOs question value of Microsoft’s LinkedIn buy

More than a month after the news of the massive acquisition broke, some CIOs are still wondering exactly what Microsoft is getting in the $26.2 billion deal.

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Microsoft bought LinkedIn for your relationship data

Combining LinkedIn’s business identity and relationship graph with Microsoft’s commercial cloud and business analysis tools makes a lot of (dollars and) sense.

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SAP design chief talks details of Apple deal

SAP's chief design officer says modern workers have high expectations for the enterprise apps they use each day, and the company's recent deal with Apple is designed to elevate business software and enhance the overall SAP user...

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Apple's SAP deal means more iOS enterprise apps

Apple continues to make headway in the business world. This week it landed a significant partnership with SAP that could have a major impact on mobile productivity.

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6 cloud services for growing your small business

Small business technology and ecommerce experts discuss how investing in the right software and/or cloud-based services can help small online and bricks-and-mortar companies successfully scale.

customer experience

Essential CRM software features: A savvy buyer's guide

This report (free for download by CIO.com Insiders) identifies the features that a modern CRM system should have – such as mobile access -- and warns against buying niche products that will be hard to integrate.

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How to fix a broken CRM pipeline

To misquote Tom Lehrer, your company’s sales pipeline is a sewer: What you get out of it depends on what you put into it.

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Salesforce.com buys developer of quoting and billing apps for SMEs

If you can't beat them, buy them: Salesforce.com is snapping up SteelBrick, a startup that builds quoting and billing functions for SMEs on the Salesforce cloud platform.

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6 CRM predictions for 2016

Experts in sales, marketing and customer relationship management share their thoughts regarding which CRM features and trends will be the most buzzed about in the year ahead.

foliage as a service

What is SaaS? Well, neither S stands for Sexy

NextView Ventures partner David Beisel summed up the newly renamed Boston Innovators Group’s gathering that he organized on Thursday night as “a very SaaSy night” and he was right. All 8 featured startups at the event could be...

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