Customer Experience
Top Stories
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Tip
29 Jul 2026
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions. Continue Reading
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News
28 Jul 2026
Adobe releases AI search product catalog optimization tool
Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit. Continue Reading
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News
07 Jun 2017
Customer data mining rules changing in Trump's corporations-first era
As Trump negates regulations against mining of customer data, consumers are mixed when it comes to trusting AI to act on those insights, Pegasystems research shows. Continue Reading
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Feature
07 Jun 2017
Customer data governance policies: Stop stalking, start selling
Customer data governance policies differ from traditional data governance in several ways. Finding that line between building trust among customers and stalking them is a start. Continue Reading
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Podcast
06 Jun 2017
The major themes from SiriusDecisions Summit 2017
Winning martech strategies highlighted the recent three-day conference, as well as SiriusDecisions keynotes and product showcases. Continue Reading
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News
10 May 2017
Salesforce AppExchange releases vendor-facing upgrades
The improvements to the Salesforce AppExchange benefit companies and ISVs building on AppExchange, with lower pricing and more tools. Continue Reading
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Feature
28 Apr 2017
Top five benefits of speech analytics tools for contact centers
Learn the top benefits of speech analytics technology for contact centers, and how speech analytics tools can lead to a better customer experience. Continue Reading
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Tip
26 Apr 2017
Advisor sees better jobs and pay after Salesforce administrator course
Jenn Sanders illustrates how the Salesforce administrator course can boost a career. The consultant saw an increase in pay, client respect and a teaching opportunity. Continue Reading
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Feature
05 Apr 2017
Are businesses ready for AI applications?
As the amount of data grows exponentially and computing power strengthens, now is the time for business applications to get a boost from artificial intelligence. Continue Reading
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Answer
30 Mar 2017
Is MSFT or Salesforce leading the market in business app development?
Microsoft is trying to lead the market in business app development, but is struggling to hold on as Salesforce easily creates user-friendly applications, platforms and processes. Continue Reading
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News
23 Mar 2017
AI advances can slow a Salesforce cloud migration
Showing incremental improvement and investing over time are keys to successful cloud implementations, especially in government. Continue Reading
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Podcast
22 Mar 2017
Make your CRM more impactful than the latest tweets from Trump
Twitter and other social media sites are powerful communication channels. But CRM should be a two-way conversation, not one-way, like the latest Trump tweets. Continue Reading
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News
09 Mar 2017
Six tips for simple, effective SMB cloud CRM implementations
Thrush Aircraft flew through a cloud-based CRM implementation by engaging employees all along the way. Here are tips based on its success. Continue Reading
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Feature
08 Mar 2017
Which track on the Salesforce certifications list is right for you?
The Salesforce certification list seems long and complicated. But it's not -- if you break it down into tracks and look at salary data for ROI on training. Continue Reading
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Feature
14 Feb 2017
How to get the most out of social CRM software
Social CRM software requires a commitment of time and money. Consider the pros and cons and ask these important questions before choosing a social CRM platform. Continue Reading
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Tip
07 Feb 2017
The slow disappearance of the fax machine in healthcare
Healthcare has a long way to go before it stops using fax machines altogether, but many are on their way with the use of integrated data management products that provide cloud fax services to migrate from paper to digital fax. Continue Reading
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Podcast
02 Feb 2017
Enterprise AI to target attention deficit-addled customers
AI will define the next 12 months, says consultant Brent Leary, because it can help capture the consideration of attention-taxed customers, and can put companies a cut above their competition. Continue Reading
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News
26 Jan 2017
Software creation is not for every startup
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off. Continue Reading
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Tip
24 Jan 2017
Salesforce acquisitions signal ongoing broad-based platform strategy
In 2017, Salesforce plans to wield its collaborative culture and tools to integrate its 2016 acquisitions. How will its platform strategy fare? Continue Reading
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Feature
19 Jan 2017
Horizontal CRM vs. vertical CRM: What do you really need?
Cloud-based computing is making it easier to customize CRM applications for vertical industries -- but would a horizontal CRM app work just as well for you? Continue Reading
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News
18 Jan 2017
Quip acquisition of Unity&Variety beefs up subsidiary
Salesforce hopes to add visual and creative elements to its document tool, while Commerce Cloud's integration with Facebook Ads hopes to make buying easy. Continue Reading
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Podcast
12 Jan 2017
Flurry of technology M&A foreshadows 2017 trends
As the market continues to undergo a series of major mergers and acquisitions, some observers say to expect more technology M&A in 2017. Continue Reading
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Podcast
12 Jan 2017
New e-commerce technologies set to change customer experience
With the recent emergence of e-commerce technologies like Amazon Go and Commerce Cloud, customer experience has greater potential, but it also poses security issues. Continue Reading
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Tip
12 Jan 2017
Using Microsoft MyAnalytics to improve workers' time management
Microsoft MyAnalytics has been hailed as the next great thing for analyzing worker productivity. But how can employees be assured that the data won't be used against them? Continue Reading
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Podcast
11 Jan 2017
Enterprise AI skyrockets -- IoT doesn't: More 2017 technology trends
Enterprise AI and market consolidation will continue to cast their shadows unabated in 2017. Continue Reading
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Podcast
03 Jan 2017
Three key 2017 technology trends to know
Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity. Continue Reading
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Tip
30 Dec 2016
How to safeguard Microsoft Dynamics CRM security
Microsoft Dynamics CRM security can be onerous if you try and lock things down too much. Here is a rundown of features that can help you make Dynamics CRM 'usably secure.' Continue Reading
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News
16 Dec 2016
Salesforce-AWS partnership expected to benefit customers
By switching to Amazon Web Services, existing Salesforce customers could gain insight from AWS apps that will easily integrate with Salesforce. Continue Reading
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Podcast
06 Dec 2016
Why has the Microsoft-Salesforce partnership soured?
While the Microsoft-Salesforce partnership was touted with great fanfare just two years ago, the relationship has since soured. Continue Reading
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News
29 Nov 2016
Insightly adds CRM security to its product
With smaller security budgets and IT teams than enterprise businesses, small and medium-sized companies are more vulnerable to cyberattacks. Insightly's new security features hope to combat that. Continue Reading
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Tip
28 Nov 2016
Seven ways Dynamics 365 stands out from every other ERP platform
Microsoft promises Dynamics 365 will outshine every other ERP platform that will allow users to gain better customer insights and while keeping costs down. Continue Reading
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Tip
16 Nov 2016
SAP Hybris CRM gets a jolt from SAP HANA Cloud
SAP Hybris is capitalizing on PaaS to help customers and partners build applications and better integrate their SAP portfolios. Continue Reading
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News
14 Nov 2016
Inside the Salesforce strategy: Acquisitions, AI and Commerce Cloud
Salesforce Einstein and Commerce Cloud are at the forefront of this year's Salesforce strategy, but the company works to gain momentum around IoT Cloud. Continue Reading
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Tip
07 Nov 2016
Despite initial fanfare, Salesforce IoT Cloud still seeks user enthusiasm
Salesforce IoT Cloud came on the scene to great fanfare, but users are still struggling with how to make meaningful use of the data. Continue Reading
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News
02 Nov 2016
Election Protection helps voters with call center technology
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys. Continue Reading
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Podcast
01 Nov 2016
Will Salesforce Einstein eat Microsoft AI for breakfast?
Though Microsoft has been at it for a while, Salesforce may win the artificial intelligence market war with Einstein, which is well integrated with its other products and easy to use. Continue Reading
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Answer
31 Oct 2016
How advantageous is Microsoft's ERP-CRM integration within the market?
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
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News
26 Oct 2016
Abacus aims to find missing data in marketing expenses
By combing CRM data, Abacus looks to provide finance teams with a clearer picture on costs accrued during marketing campaigns and events. Continue Reading
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Tip
25 Oct 2016
How using predictive analytics helps public agencies predict demand
Predictive analytics aren't just for the private sector. Government agencies are tapping into analytics to gain more lead time in determining demand for services. Continue Reading
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Tip
20 Oct 2016
Omnichannel data at core of new commerce offerings
SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture. Continue Reading
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Feature
14 Oct 2016
Salesforce Einstein still on its way to personalization perfection
The artificial intelligence platform Einstein can help organizations mine data for leads and direct targeted marketing at customers. But there are some things it can't do yet. Continue Reading
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Tip
07 Oct 2016
Salesforce AI touts intelligence for everyone
Salesforce AI has come to the fore with Einstein, its intelligence application. The CRM provider attempts to round out its portfolio with this accessible AI addition. Continue Reading
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News
06 Oct 2016
Collaborative tool Quip furthers Salesforce integration
Pinterest used Quip to enhance collaboration between different departments in order to create new video advertising for its popular social media application. Continue Reading
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Tip
05 Oct 2016
Microsoft may bring location-based marketing to Office 365
It's still early days for location-based marketing, but recent integrations and acquisitions by Microsoft indicate it has LBM on its roadmap. Continue Reading
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Tip
05 Oct 2016
How Salesforce Health Cloud changes patient care
Salesforce Health Cloud gives healthcare providers access to patient data, including medical treatments and care plans, to improve care plans -- and it does this securely. Here's how. Continue Reading
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News
05 Oct 2016
Predictive lead scoring among new Sales Cloud features
Einstein offers sales reps insight to smarter lead scores, but users wonder how deep the predictive capabilities of Salesforce's newest feature will go. Continue Reading
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Answer
30 Sep 2016
How does data insight remove human bias from customer research?
Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
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Answer
30 Sep 2016
How do IoT analytics enhance customer experience with quality data?
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
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Tip
28 Sep 2016
Why Microsoft Azure is the backbone of the Office 365 subscription
With cloud-based services becoming more and more essential to collaboration and productivity for companies, the Office 365 subscription looks to Microsoft Azure to help round out its services. Continue Reading
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Tip
13 Sep 2016
Can Salesforce AI with Einstein catch the next AI wave?
Salesforce Einstein is the next installment of intelligent sales, marketing and service systems -- but this is one of numerous Salesforce acquisitions. How will it fare? Continue Reading
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Answer
31 Aug 2016
How will Microsoft Dynamics 365 benefit the enterprise marketplace?
Is Microsoft Dynamics 365's role in the enterprise marketplace actually beneficial for users? Expert Brent Leary discusses Microsoft's upcoming product. Continue Reading
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Tip
23 Aug 2016
Crafting your mobile app strategy is like online dating
Your mobile app strategy should accommodate both newer prospects who haven't developed loyalty and long-standing customers who are ready to download an app. Continue Reading
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News
18 Aug 2016
Salesforce Inbox adds another layer of integration Calendar
Salesforce hopes to reduce the need for sales reps to toggle between apps while on the go by combining email and calendar events in one app. Continue Reading
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News
15 Aug 2016
Inside Ted Cruz's presidential campaign management software strategy
Sen. Ted Cruz didn't clinch the Republican nomination, but not for lack of technology. Campaign management software on Salesforce tracked donations, volunteers and voters. Continue Reading
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Podcast
11 Aug 2016
Salesforce acquisition spree continues unabated
Salesforce has been on a fast and furious buying spree since December 2015 with no sign of a letup. Continue Reading
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Podcast
09 Aug 2016
NetSuite acquisition may fill out pieces of CRM puzzle for Oracle
The CRM market has undergone another shift with Oracle's acquisition of NetSuite. Whither NetSuite's fate? Continue Reading
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Feature
05 Aug 2016
Accenture serves up data for all via Salesforce Wave analytics
Accenture rolled out Wave analytics along with other Salesforce tools to 25,000 users within five months. Though the project moved quickly, it's also being done carefully. Continue Reading
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News
04 Aug 2016
Quip joins growing stable of Salesforce apps
With the addition of Quip, Salesforce users can perform word processing tasks without leaving the CRM provider's platform -- which may spell bad news for Microsoft. Continue Reading
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Answer
27 Jul 2016
Why does AWS as a cloud infrastructure provider matter for Salesforce?
After experiencing a data outage in May, Salesforce turned to Amazon Web Services. It was a huge move, but probably a necessary one, expert Brent Leary explains. Continue Reading
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Tip
27 Jul 2016
Three ways to import Power BI data into SharePoint
Whether you want to import raw data, use a URL or analyze data with Excel, here's the how-to on bringing Microsoft Power BI data into SharePoint. Continue Reading
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Feature
21 Jul 2016
Microsoft OneNote goes mainstream after long adolescence
More than a dozen years after its initial release, is Microsoft OneNote finally poised for mainstream content and collaboration market success? Continue Reading
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Podcast
21 Jul 2016
Customer experience gathers steam with IoT analytics
Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy. Continue Reading
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Tip
19 Jul 2016
Salesforce rallies in retail with purchase of Demandware e-commerce
Now that Salesforce has purchased Demandware, it's positioned to compete with vendors like Oracle and even Amazon for market share. Continue Reading
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Tip
19 Jul 2016
Four features of contact center evolution
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
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Feature
14 Jul 2016
Mobile location-based services teeter on ethical line
Mobile location-based services can yield information about customers, but companies need to travel a careful line with the information they gather. Continue Reading
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Tip
30 Jun 2016
In customer personalization, explicit data matters
By utilizing explicit data, companies can increase brand engagement and enhance the customer journey through customer personalization. Continue Reading
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Podcast
27 Jun 2016
LinkedIn purchase may signal new era of open APIs
Microsoft's LinkedIn purchase may open up APIs and enable new competitors to take advantage of the treasure trove of social CRM data in LinkedIn. Continue Reading
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Podcast
27 Jun 2016
Microsoft buys LinkedIn database for treasure trove of CRM contacts
Microsoft bought the LinkedIn database. How will the professional contacts data enhance existing information in Dynamics CRM? Continue Reading
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Tip
27 Jun 2016
How to connect Power BI with SharePoint
Here's a step-by-step guide on how to connect Power BI with SharePoint team sites without uploading files, allowing you to export and analyze data much more seamlessly. Continue Reading
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Tip
14 Jun 2016
Understanding Salesforce App Cloud licensing
Salesforce App Cloud opens important doors to building new functionality into Salesforce. But it's important to read the fine print on licensing options. Continue Reading
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Tip
25 May 2016
Consumers still waiting for Godot on personalized marketing?
Personalized messaging can be an invaluable tool for marketers. Unfortunately, these marketing campaigns aren't living up to their potential, according to consumers. Continue Reading
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News
25 May 2016
Maximize growth through sales collaboration
OHL, a global supply chain management company, grew sales with successful collaboration between sales teams and marketers. Continue Reading
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News
19 May 2016
Salesforce Government Cloud, app sharing ease agency collaboration
Salesforce Government Cloud Lightning eases government agencies' security concerns, allows for app sharing and improves communication among agencies and citizens. Continue Reading
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Tip
12 May 2016
How Salesforce1 app promotes mobility in sales and service
The Salesforce1 app has brought new productivity and efficiency to mobile workers' tasks by allowing them to update and access customer account records and enabling on-site sales. Continue Reading
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Tip
27 Apr 2016
Can Salesforce Wave answer data integration challenges?
Like other products, Salesforce Wave promises to make it easy to stitch together data silos. Is data integration as easy as it sounds? An expert offers some insight. Continue Reading
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Tip
27 Apr 2016
Mobile marketing strategy isn't a bolt-on to existing strategy
Too often, companies falter in their marketing strategies by tacking mobility onto what they already do. Instead, you should create 'mobile moments.' Continue Reading
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News
06 Apr 2016
Blockchain as a service may be in your future -- like it or not
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny. Continue Reading
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Feature
31 Mar 2016
Is user adoption of Salesforce Analytics Cloud the next wave?
Salesforce Wave filled an analytics void when it was released -- but there are caveats. Learn more about the benefits and challenges of moving to Salesforce Analytics Cloud. Continue Reading
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Feature
03 Mar 2016
How marketers are reining in the sales funnel process
The sales process, captured by the sales funnel, is no longer as linear as it once was. How can marketing teams use sales funnel management to gain control of the customer journey? Continue Reading
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Opinion
29 Feb 2016
Sales intelligence tools prevent tone-deaf sales efforts
Sales intelligence tools are helping sales teams home in on truly valuable prospects, rather than waste time on duds. But they require some culture change. Continue Reading
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Tip
29 Feb 2016
How to embed video with SharePoint Media Web Part
Adding audio or video to a SharePoint page isn't rocket science -- but there are some tricks to make it easier. An expert explains. Continue Reading
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News
24 Feb 2016
Users discontent with data insights from analytics apps
Companies use analytics apps to derive meaningful data insights, but survey results indicate they are discontented with their BI tools. Can Salesforce Analytics Cloud fill the void? Continue Reading
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News
15 Feb 2016
Salesforce exec discloses plans to boost one-to-one marketing
Traditional mass marketing methods don't cut it anymore. Salesforce discusses its plans to bring one-to-one marketing to customers. Continue Reading
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News
08 Feb 2016
Omnichannel customer service is no small feat
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems. Continue Reading
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News
25 Jan 2016
Salesforce IoT Cloud still on road to maturity
Offerings such as Salesforce IoT Cloud are open for business. But are IoT-connected devices ready to generate meaningful data? Continue Reading
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Definition
18 Jan 2016
Salesforce Community Cloud (Community Cloud)
Community Cloud is a social platform from Salesforce.com that is designed to connect and facilitate communication among an organization's employees, partners and customers. Continue Reading
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Tip
05 Jan 2016
Examining the pros and cons of Microsoft Power BI tools
Power BI is a suite of business intelligence tools that targets user-friendly analysis and reporting. But what are users getting for their money, and how is it potentially useful? Continue Reading
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News
22 Dec 2015
Emerging CRM technologies took center stage in 2015
New CRM technologies such as the Internet of Things and native analytics apps piqued interest in 2015. But adoption of these technologies has yet to reach critical mass. Continue Reading
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Podcast
17 Dec 2015
Marketing automation adoption takes off: 2016 technology trends
As we look ahead to the 2016 IT trends to watch, one key CRM theme is marketing automation adoption, which is poised to grow, says an expert. Continue Reading
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Tip
16 Dec 2015
Handling unwieldy data with Salesforce Wave Analytics
With sales teams struggling to access and consume data, Salesforce Wave Analytics promises ease of use and accessibility. Continue Reading
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Feature
04 Dec 2015
Customer communities aren't credible without legwork
Customer communities can't be credible sources of customer support if companies don't do the up-front work to make the information authoritative. Continue Reading
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Tip
02 Dec 2015
Despite cloud-based CRM success, data silo issues remain
While cloud-based CRM tools are making inroads in bridging data silos, smaller, niche tools are becoming more necessary to solve data management challenges. Continue Reading
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News
20 Nov 2015
Oracle Marketing Cloud updates mobile capabilities
Updates to the Oracle Marketing Cloud aim to give marketers and salespeople more mobile customer engagement options, as well as testing capabilities for marketing content. Continue Reading
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Tip
12 Nov 2015
CRM marketplace could undergo new competition
While the CRM market has long been dominated by a small cohort of established providers, new niche players could shake up the landscape. Continue Reading
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Tip
06 Nov 2015
Despite spruce-up, is the Salesforce Lightning UI fully baked?
Salesforce Lightning UI was updated this fall, enabling even greater ease of use, but pain points still exist in the platform. Continue Reading
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Answer
05 Nov 2015
What does Salesforce Lightning, Wave enable for users?
Salesforce's latest upgrades to its Lightning and Wave platforms show that the cloud CRM company is trying to bring analytics closer to the individual user. Continue Reading
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Feature
03 Nov 2015
What to expect from the Salesforce Sales Cloud platform
Salesforce Sales Cloud is a CRM platform featuring a number of sales and CRM tools, which help businesses of all sizes manage their B2B and B2C engagement and sales strategies. Continue Reading
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News
27 Oct 2015
Oracle Marketing Cloud updated, with focus on data
Oracle's latest updates to its Marketing Cloud are designed to help marketers make better use of data to segment and target customers, as well as manage campaigns more efficiently. Continue Reading
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Feature
08 Oct 2015
LBS powers personalized intranet design
Frustrated by its needle-in-a-haystack approach to locating pertinent corporate info, Citrix geared its intranet to specific employee needs worldwide. Continue Reading
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News
14 Sep 2015
Will Salesforce Wave Analytics' upgrade be persuasive for users?
After a year on the market, Salesforce Wave, the BI platform, gets an upgrade. But there are continuing question marks about its value. Continue Reading
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Podcast
14 Sep 2015
Challenges hinder Salesforce Lightning, Wave adoption
One year after they were released, users are looking before they leap into Salesforce Lightning and Salesforce Wave. What is crimping adoption? Continue Reading
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News
01 Sep 2015
FinancialForce project management tool boosts Lexmark's ECM services
When Lexmark took on FinancialForce to manage its technology services projects, its ability to provide services blossomed Continue Reading