Sentiment Analysis: 3 Points to Remember
As enterprises fine-tune their ability to understand what customers and the market are really saying – in the…
CRM
CRM Investment on Upswing
Though companies try to cut costs wherever they can in times of economic uncertainty, they prefer to maintain…
Microsoft Makes Marketing Automation Acquisition
If enterprise app popularity was judged by the number of big vendors buying small pureplays, marketing automation would…
Insightly Raises $3M, Will Use Funds for Its Small Business CRM App
Insightly, a company that has the top-ranked customer management application in the Google Apps marketplace, has completed a…
Salesforce Launches Social Services at Dreamforce
Despite an abandoned attempt to trademark the term, Salesforce is not slowing down in its quest to become…
Infor Intros Marketing Automation App on Salesforce Platform
Infor, a provider of CRM, ERP and other business applications, launched Inforce Marketing, a marketing automation system built…
Kred Sniffs out Social Influencers on Salesforce CRM
Klout, a startup that offers a service that helps individuals and companies measure their social clout, brought the…
CallidusCloud Is Salesforce’s Latest Force.com Partner
Salesforce.com’s enterprise application development ecosystem, Force.com, grew a little bigger today with CallidusCloud’s LeadFormix. LeadFormix is a cloud-based lead…
Sales Performance Management Steps Out of CRM’s Shadow
Customer relationship management (CRM) software has changed how businesses engage with consumers by driving efficiency and helping them…
Benioff Teases Dreamforce Releases as Salesforce Revenues Grow
Sales are still on an upward trajectory for Salesforce.com. The software-as-a-service cloud application provider reported fiscal second quarter…
Review: TeamLab Project Management, CRM, Collaboration
The primary use of the CRM module revolves around managing contacts as part of a cohesive strategy to…
Zoho Campaigns Brings Email Marketing to Cloud CRM
Zoho’s cloud-based CRM platform is branching out into markets pioneered by MailChimp and Constant Contact. The company this…
Salesforce Embarks on Community-Building for Social Enterprises
Salesforce.com is betting the path to prosperity for social enterprises requires taking a social-enabled, community-based approach. The cloud-based…
Customer Experience Management: 7 Lessons from the Quality Movement
By Bruce Temkin, Managing Partner, Temkin Group Customer experience (CX) management is evolving from an ad-hoc set of…
Salesforce’s Do.com Gets Social for Contact and Sales Management
Do.com, a social task management and collaboration service known as Manymoon when it was acquired by Salesforce, today unveiled…
Six Keys for Using CRM to Boost Brand Advocacy
In customer service, high ratings for the call center aren’t good enough anymore. These days, top management wants…
Oracle’s CRM On Demand Rolls on with Release 20
Oracle hit a major milestone today with Release 20 of its cloud-based On Demand CRM platform. With this latest version,…
QuestBack Intros Listen & Act Social Engagement Tool
While early “social listening” software focused largely on simply monitoring customer communications, a new breed of applications promise…
Microsoft Addresses Security Concerns about Cloud CRM Data
Users of cloud CRM software and other cloud-based apps are understandably concerned about protecting their customer data. While…
Flexibility Key to Finding CRM Sweet Spot
CRM emerged as a big priority this year for both CIOs and CEOs, according to recent surveys from…
Big Data-Fueled Social Startup 33Across Raises $13 Million
33Across, a New York City-based startup at the intersection of two of the biggest trends in tech —…
Momentum Growing for Mobile Apps: Survey
With the considerable hype around mobile applications, it’s easy to believe that most companies already have multiple mobile…
Actiance’s Salesforce Connector Helps Monetize Social Media Interactions
Companies are increasingly communicating with their customers via social channels like Facebook and Twitter in addition to more…
Using Net Promoter Score to Improve Customer Experience
By Bruce Temkin, Managing Partner, Temkin Group In case you don’t know about Net Promoter Score (NPS), it’s…
Oracle Grabs Involver, Its Third Social CRM Startup in Two Months
It’s shaping up to be the spring and summer of social CRM acquisitions, several of them made by…
Kana Bolsters Customer Experience Management with Ciboodle Buy
Companies are experiencing challenges in offering effective customer experience management across multiple channels, including contact centers and social…
Salesforce Buying Social CRM Startup GoInstant
Salesforce.com’s social CRM buying spree continues unabated with the acquisition of Halifax-based GoInstant for over $70 million in cash, according to…
Software One of Brighter Spots in Gartner’s IT Spending Forecast
It looks as if 2012 is shaping up to be a decent year for enterprise software spending, with…
Making SaaS Apps Even Better Via CSM
By Jeff Kaplan, managing director of THINKStrategies Market research firms agree that software-as-a-service (SaaS) solutions are quickly overtaking…
Attensity Pipeline Powers Social Media Analytics
As recent surveys show, consumers are increasingly using social channels like Facebook and Twitter to resolve customer service…
Channel Overload Poses Customer Service Challenge
A few months ago Enterprise Apps Today reported on the growing need for companies to provide cross-channel customer…
IDC: CRM Market Grows as Apps Get Social
In 2011, the top 10 CRM application vendors captured nearly half the $19.1 billion customer relationship management (CRM)…
Jacada Says Mobile App Will Promote Self-service Via Smartphone
While overall growth in the mobile phone market is slowing, recent IDC research shows smartphones are still experiencing…
Oracle Buys Collective Intellect in Cloudy Social CRM Play
Oracle revealed today that it is acquiring Boulder, Colo.-based Collective Intellect, a cloud-based provider of social intelligence services, for…
Contactually Provides Powerful, Unobtrusive CRM
With many CRM systems, users find information difficult to extract and cumbersome to key in, and worse, the…
Salesforce Expands Social Media Platform with Buddy Media Acquisition
In the modern world of marketing, social media is a channel that cannot be ignored. It’s a message…
Zurmo Open Source CRM Beta Adds Gamification
Zurmo, an open source CRM project, hit a big milestone with the recent release of the Beta version…
Webtrends Offers Advanced Analytics for SAP Web Channel Experience Management
The Webtrends Advanced Analytics module, a digital marketing solution that gathers and analyzes data from sources including tags,…
Oracle Snaps up Vitrue’s Social Marketing Cloud
In a sure sign the social CRM market is booming, Oracle today announced it is acquiring cloud-based social…
Salesforce Pumps up Chatter’s Enterprise Collaboration Capabilities
Salesforce is adding real-time chat and screensharing functionality to its Chatter platform with offerings called, fittingly enough, Chatter…
Salesforce CEO Bullish about Year Ahead, Scornful of Competition
Salesforce (NYSE:CRM) reported first quarter fiscal 2013 financial results late Thursday that paint a rosy picture for the…
Xactly Releases Sales Performance Apps for iPad
It’s no surprise that mobile CRM applications for sales people are in demand, given they spend so much…
CRM, CEM and the ROI of Customer Relationships
Executives like to see a clear return on investment from enterprise software. However, it can be a tricky…
Customer Service Gets More Social with Zoho Support
Consumers are increasingly taking to Twitter and Facebook to voice their customer service quibbles. It only makes sense…
10 Ways to Get the Most out of Mobile CRM
In a world where both your sales force and your customers are highly mobile, having a mobile customer…
Where Is Social CRM ROI?
CRM’s star is rising in the enterprise, as evidenced by a recent Gartner survey that found CRM moved…
Will Business Folks, IT Admins Like Windows 8 Apps?
New details about Windows 8, Microsoft’s forthcoming operating system, which some observers see as a huge bet for…
Intuit Gains Expanded CRM Presence with $420 Million Demandforce Purchase
Intuit is snapping up San Francisco-based Demandforce, a software-as-a-service (SaaS) CRM provider, for $423.5 million in an all-cash deal.…
Gartner: CRM Emerges as a Big CIO Priority
Gartner released new data showing that the market enthusiasm surrounding customer relationship management (CRM) software and its burgeoning…
SugarCRM Credits Open Source for Growth, Intros Software Updates
SugarCRM’s open source roots are showing at its SugarCon conference, taking place this week in San Francisco. The…