Customer Relationship Management (CRM)

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

Oracle's Larry Ellison throws down the cloud gauntlet

Ellison has come full circle from cloud skeptic to the proprietor of a one-stop shop

Oracle, Salesforce.com trade moves in marketing software battle

Oracle syncs up with Box, while Salesforce.com releases Journey Builder for Apps


id thief

9 Tips to Protect Your CRM Data From Malicious Hackers

CRM data offers all sorts of goodies for hackers. Now's the time to step up your protections.

Microsoft plots Dynamics CRM update with an eye on marketing, global expansion

CRM Online will be available in 130 markets by the end of the year, Microsoft says

crm

Best Practices for Salesforce.com Administrators

Even with certification programs and nearly 15 years of use cases, it's not clear to most Salesforce.com customers what their administrators need to do on a regular basis. Here are some practical hints.

Tibco going up against Oracle, IBM and Adobe with new customer engagement platform

Tibco Engage seeks to go beyond mere customer loyalty programs

big data 4

How to Make Accounting and CRM Systems Play Nice

It's a natural request: Integrate CRM with expense claim, accounts receivable and other accounting systems. It's also a bad idea, because accountants are from Mars and salespeople are from Venus.

Salesforce.com CRM upgrade puts heavy emphasis on mobile

Scores of new enhancements in the upcoming Winter '15 release flesh out the Salesforce1 mobile app

nasdaq

Nasdaq Mobile App Makes the Investor Road Show Smoother

On-the-go investor relations professionals get a more informative mobile app so they’re better prepared for meetings with investors.

smart home screen

How to Prepare Your CRM System for a World of Smart Devices

As they get ready for the era of IoT, companies must remember to include CRM in the mix.

Infor goes up against Salesforce.com with SalesLogix acquisition

Infor will tie SalesLogix CRM with its ERP apps as well, says CEO Charles Phillips

Philadelphia uses Salesforce.com for upgraded 311 system

Community portals, social media analysis and better insight into problem resolution are on tap for Philly residents

Microsoft continues global CRM expansion in battle against Salesforce.com

The company is targeting growth markets, according to one analyst

angry mob2 bad customer service

Instant Complaints: Here’s a Wizard that Will Help You Make a Point

Writing a letter of complaint about bad service seems so old school. But it actually works. Here’s a way to make it even easier.

Salesforce.com's trademark infringement anything but social, lawsuit claims

StrongView Systems wants an injunction against Salesforce.com's use of the Social Studio brand name

customer service

Don't Be Comcast: Use Analytics, Monitoring to Prevent a Viral Disaster

Laugh all you want at the Comcast rep who didn't realize that customers were recording his subpar service as it was happening. Just don't forget that your company is one frustrated employee away from going viral, too.

Oracle ties its social intelligence apps to LinkedIn

Oracle also announced a series of enhancements to its marketing cloud software family

customer service

6 Ways to Anticipate, Deliver and Measure Customer Satisfaction

Customer experience experts share their tips on how businesses can keep customers happy and coming back for more. They also tell you how to measure that customer satisfaction.

Microsoft to strike back at Salesforce.com with CRM cloud for government

The CRM Online government cloud will be tied to ones for Microsoft's Azure and Office 365

cloud fight

Why That Zero-feature Cloud Software Release Doesn't Cost Zero Dollars

There's no such thing as a free lunch, and there's no such thing as a free cloud software release. Even if an update doesn't offer any new features, and even if there are no changes to the code, configurations will change. Guess who...

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