CRM in Focus

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CRM in Focus

Cloud disruption: Are older companies getting left behind?

At this year’s OpenWorld conference, Oracle executive Larry Ellison noted that the success of...

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Filling out Oracle’s marketing strategy

To remain competitive with CRM rivals such as Salesforce and Microsoft Dynamics, Oracle announced...

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SMBs and the new SalesforceIQ

Salesforce has typically been a company that has catered to the larger enterprises’ CRM needs. At...

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Salesforce IoT Cloud success will depend on partnerships

Salesforce announced its foray into the Internet of Things (IoT) space with its new product, the...

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Challenges hinder Salesforce Lightning, Wave adoption

In an effort to make analytics and application development more user-friendly, Salesforce rolled...

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Location-based service apps yield trove of information

Location-based applications are using mobile technology to drive customers back into stores,...

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Social customer service needs to be integrated with larger business

Social media interactions between companies and customers are nowhere near the volume of...

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Omnichannel, cloud big trends at ICMI Expo

At the 2015 ICMI Contact Center Expo in Orlando, Fla., users were interested in making their...

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Is the outsourced contact center dying?

It was once a popular practice to outsource contact center overseas where companies could reap...

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Cutting contact center costs comes with risks, rewards

Cutting operational costs is always on contact center leaders’ minds. Efficiency is the key when...

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Microsoft Convergence focuses on analytics, cloud

Microsoft CRM and ERP users, like all businesspeople, are trying to gain greater insight into key...

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Highlighting hot marketing trends

The old days of companies depending on direct mail or email to reach their customers are over....

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Big data CRM impossible without data integration, quality

Companies who want to take their data analysis practices to the next level by investing in big...

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Intelligent use of big data can fuel CRM opportunities

Companies don’t lack for data on their customers. Often, they have far too much of it. Enter big...

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Are video, live chat emerging channels?

It’s all about giving customers options when it comes to service as companies strive to be...

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