Customer Relationship Management (CRM)

Customer Relationship Management (CRM) news, analysis, research, how-to, opinion, and video.

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Salesforce's Desk.com steps up its global focus

Targeting SMBs, the customer-support app now speaks more than 50 languages


customer experience

Digital Marketers Must Own the Customer Lifecycle

Marketers have traditionally been focused on the front-end of the customer relationship -- things like brand awareness and lead generation. But in today’s digital world, marketers can't simply hand over that relationship to the sales...

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Customers Should Be at the Center of the CIO's Agenda

CIOs should focus on systems that deliver a great customer experience at every interaction, according to Forrester Research analysts.

Talent Acquisition Methods

Using Big Projects to Become a Strategic Advisor

A perspective on how CIOs can use enterprise software projects to elevate their role to be true strategic advisers to the rest of the C-suite.

Q&A

Rethinking CRM at Trek Bicycle

Trek adds value to Microsoft Dynamics CRM by using Scribe to import data from ERP

Luminoso to enterprises: Here's what all that chatter really means

Based on machine learning, the company's new Compass system helps you understand what consumers are really saying

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Quick and Dirty Is a Sure Way to Fail at Social CRM

It’s no secret that social media is critical to marketing and customer support. The dirty little secret is that ‘quick and dirty’ is a recipe for disaster.

Oracle Service Cloud gets more social

Access to an online customer's browsing history gives a fuller view of their experience

Microsoft delivers the talking Dynamics CRM update

The software uses Cortana to process voice commands

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9 Must-See Enterprise Products From DEMO 2014

Countless fledgling companies showed off new products and services in Silicon Valley last week at DEMO Fall 2014, but these nine enterprise products stood out from the pack.

healthcare

Pharma Company Prefers Vertical Industry Cloud

Biotech company Questcor Pharmaceuticals relies on a cloud service tailored to the specific needs of the life sciences industry--and its regulations.

Windows 10

Double-Edged Feedback Sword Nicks Microsoft Over OneDrive

The double-edged sword of feedback has drawn some blood from Microsoft's Windows 10 and nicked the company's promise to listen to users.

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7 Ways You Can Help Your Sales Team Be More Effective

From CRM to gamification, sales and marketing experts share strategies and tools that can help salespeople be more productive and close more deals.

free in store wifi

3 Reasons to Offer Free Wi-Fi in All of Your Stores (Now)

Wi-Fi availability will help keep customers shopping. Your workforce needs it anyway. It is also a powerful management tool.

Cortana to give voice and ears to Dynamics CRM

The new version of Microsoft's customer relationship management suite will be integrated with the Windows Phone 8.1 personal assistant

Oracle's Larry Ellison isn't done building his legacy

A transformative acquisition and overtaking SAP in applications are just a couple of the goals he may have in mind.

zombie businessman ts

Fighting the Halloween Monsters in Your CRM System

Heavily used CRM systems house a collection of monsters that grows over time. Here's how to find and defeat them before they get you.

dreamforce

At Dreamforce 2014, Salesforce Joins the Analytics Revolution With Wave

The Dreamforce conference is far more than a tech conference. It is a festival with celebrities and music, and tech. The two big tech announcements of particular interest are mobile development and analytics.

Microsoft looks to poach Salesforce.com customers with aggressive pricing

Companies in the market for a CRM system may be tempted by a new Microsoft product package

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