SAP Breathes Renewed Life Into Its Cloud CRM
Three announcements affecting CRM came out of SAP’s SAPPHIRE NOW annual conference, held in Orlando on June 5–7: A renewed focus on CRM in…
Latest Posts By Kate
Verint’s Solutions Uniquely Empower Agents And Customers
I recently went to Verint’s Engage18 conference, held in Dallas from May 14 to 17. It’s not a big conference; it was attended by…
May 25, 2018
ServiceNow Offers A Refreshing Take On Customer Centricity With Its Customer Service Application
I attended ServiceNow’s Knowledge18 conference, held in Las Vegas on May 7–10. It’s a well-attended conference, by 18,000 people who use one or…
May 14, 2018
Retailers Without Chat: A Missed Opportunity
Chatting, by definition, is meaningless, trivial talk – but web “chatting” is anything but; it is starting to transform digital customer experiences. And it works.
March 27, 2018
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Retail
Salesforce Nicely Rounds Out Its B2B CRM With CloudCraze
On March 12, Salesforce announced its intent to acquire CloudCraze, a B2B eCommerce application. This savvy and long-anticipated move nicely rounds out its…
March 14, 2018
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Top Customer Service Trends For 2018
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations…
February 28, 2018
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Microsoft Dynamics 365 Democratizes CRM With A Unique Vision And Offering
You need a CRM vision to gather momentum around such a large – and potentially strategic initiative. The first CRM vendor that gave us the…
February 26, 2018
Top Trends That Shape CRM In 2018
Modern CRM is about better serving and supporting customers during their journey. It empowers companies to form an emotional bond with their customers by looking out…
January 24, 2018
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Modern CRM Drives Relationship And Revenue
CRM is more than two decades old. Companies initially used it to provide “inside-out” efficiencies – operational efficiencies for sales, marketing, and customer service organizations.
January 17, 2018
Intelligence Makes Customer Service Operations Smarter, More Strategic
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why…