Differentiate with digital
Retail
C/4HANA: SAP’s Industrialization Of Customer Engagement
SAP announced a new name, market position, and strategy for its customer engagement portfolio. Instead of a potpourri of products, SAP will now offer the…
customer relationship management (CRM)
Latest Posts
The Magento Acquisition Finally Moves Adobe “Beyond Marketing,” But It’s Just The First Step
On Monday, Adobe announced its $1.68 billion acquisition of Magento. By adding eCommerce capabilities, Adobe is better able to compete with SAP Hybris, Salesforce, and Oracle. Why Magento? A number of…
May 22, 2018 | Mark Grannan, John Bruno
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 | Kate Leggett
Drive revenue with CX
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 | Kate Leggett
Maximize value of tech
SAP Acquires Callidus Software For $2.4 Billion
The definition of CRM has changed. Yes, that is a big statement to make, but it’s an important one. CRM grew from a customer data…
January 30, 2018 | John Bruno
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 | Kate Leggett
Customer-obsessed marketing
Drive revenue with CX
Build an insights-driven org
Retail
The Data Digest: The Holiday Email Invasion, No Personal Touch At the Holidays? How Cold!
Last week was a massive week for marketers. Black Friday 2017 hit record numbers: Not only did shoppers start early, they began clicking at…
December 7, 2017 | Chris Collins
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…
November 30, 2017 | Kate Leggett
Maximize value of tech
AI-Fueled Customer Service Delivers Real Results
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer…
August 23, 2017 | Kate Leggett
Takeaways From The Forrester Wave For Customer Service Solutions For Enterprise Organizations, Q2 2017
Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build…