Customer Experience
Top Stories
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News
14 Jul 2026
Oracle AI agent builder brings no-code, low-code and pro-code together
AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance. Continue Reading
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News
08 Jul 2026
The AI handshake: More MCP interoperability for Salesforce's Slackbot
MCP is now table stakes, just like APIs had to be back in the early era of microservices. Continue Reading
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News
18 Jan 2018
Salesforce databases remain Oracle, for now
Oracle and Salesforce executives deny reports of Salesforce moving on from Oracle infrastructure. Continue Reading
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News
12 Jan 2018
Intelligent information management in M-Files the next wave for ECM
Intelligent information management in M-Files allows users to search for content in multiple repositories while also being able to automatically assign metadata to content in 2018 upgrade. Continue Reading
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News
07 Dec 2017
Salesforce small-business CRM customers can tap into AI, too
Salesforce small-business faces heavy competition from more nimble, agile, less expensive boutique CRM vendors. Yet, the largest CRM platform woos SMBs like it does bigger fish with features for AI. Continue Reading
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News
07 Nov 2017
Experts: Time is nigh for a Salesforce Lightning migration
'Everything forward will be Lightning,' was advice from one analyst at Dreamforce 2017. CommScope's experience proves a move to Salesforce Lightning may be easier than you think. Continue Reading
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Answer
29 Sep 2017
What are the key differences between the SharePoint 2016 versions?
You can deploy SharePoint 2016 from the cloud via Office 365, on premises or as a stand-alone online product. Here's how to decide which version is best for your company. Continue Reading
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Feature
11 Sep 2017
Automation features help settle CRM migration quandary for one office
Insightly CRM for G Suite or Salesforce? One of a manufacturing company's 72 offices takes the road less traveled. Continue Reading
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Tip
08 Sep 2017
A step-by-step guide to SharePoint 2016 migration
If you're considering a SharePoint 2016 upgrade or migration, here is a step-by-step guide and a migration tool to make the transition as seamless as possible. Continue Reading
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Answer
30 Aug 2017
What's the difference between ECM vs. WCM in the cloud era?
Does the difference between ECM vs. WCM leave you scratching your head? Read on to finally understand what exactly each system does and how it can benefit you. Continue Reading
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Answer
24 Aug 2017
What problems need solving to create smoother customer interactions?
While many factors can make or break a sales-service platform merge, three challenges stand out when combining service, sales strategies. 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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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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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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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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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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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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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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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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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
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
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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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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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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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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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
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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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
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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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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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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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
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
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Feature
19 Aug 2015
Cloud-based CRM enters new territory for Salesforce partners
Channel partners are pursuing increasingly sophisticated Salesforce implementation projects, helping customers integrate and optimize complex systems. Continue Reading
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Feature
18 Aug 2015
Zoho CRM platform overview
Zoho's cloud-based CRM platform helps businesses manage the key aspects of their customer engagement strategies. Continue Reading
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Tip
17 Aug 2015
Challenges of combining structured and unstructured data
Business intelligence tools can turn company data into valuable insights, but unstructured data is often a missing component. It doesn't have to be. Continue Reading
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Answer
10 Aug 2015
How does SharePoint 2016 differ from SharePoint 2013?
SharePoint 2016 will bring new features on premises, but many upgrades focus on easier integration with cloud-based Office 365 services. Continue Reading
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News
24 Jul 2015
Oracle Sales Cloud update aims to boost sales, efficiency
Oracle updates its Sales Cloud to increase sales; Infer announces new lead gen product; and Xactly Strategic Services aims to drive workforce management. Continue Reading
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Podcast
23 Jul 2015
Location-based service apps yield trove of information
When customers come into a store with offers from location-based service apps, like mobile wallets, it indicates a new level of buying intention greater than just window shopping. Continue Reading
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Tip
10 Jun 2015
CRM documentation paves way to successful release management
As companies use a CRM system in the wild, they need to be able to make tweaks, and those changes need to be well-documented. Continue Reading
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Tip
20 May 2015
Enhancing customer engagement strategy through a mobile experience
Consumers use mobile devices constantly. Marketers can capitalize on this by developing a rich, engaging mobile experience to drive sales. Continue Reading
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News
10 Mar 2015
Why SMAC will change your company's content management strategy
Trends like social, mobile and cloud have become entrenched in business operations but also pose serious challenges to managing and securing information. Continue Reading
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Tip
02 Mar 2015
CRM skills training essential for system management
The right CRM training is crucial to the management and development of a CRM system. Make sure your staff has the right CRM skills to survive. Continue Reading
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Tip
06 Feb 2015
Salesforce vs. Microsoft Dynamics: Why I choose Salesforce
While Salesforce can be more costly than Microsoft Dynamics, ease of use and a healthy ecosystem of support can make it a persuasive choice. Continue Reading
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Tip
02 Feb 2015
Improving data quality with better CRM system design
If your CRM system isn't designed for ease of data entry, it can undermine data analysis and decision making. Here's how to promote cleaner data. Continue Reading
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Answer
07 Oct 2014
What causes SharePoint 2013 performance issues?
SharePoint 2013 performance is a major concern, especially when it comes to SharePoint in the cloud. What steps can companies take to prevent a SharePoint slowdown? Continue Reading
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News
09 Jul 2014
Dell's chief data officer on building a data-driven culture
How do you democratize data analytics without creating chaos? Dell's chief data officer, Rob Schmidt, discusses the building blocks of a data-driven culture. Continue Reading
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Podcast
26 Jun 2014
Weighing the pros and cons of SharePoint BPM
When looking at the pros and cons of SharePoint BPM, consider the tradeoff between Office integration and the versatility of broader BPM tools. Continue Reading
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Podcast
26 Nov 2013
SharePoint 2013 out-of-the-box features
Let's give thanks for some of SharePoint 2013's out-of-the-box features, some of which have made serious strides since the previous release. Continue Reading
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Tip
21 Oct 2013
How to configure SharePoint for mobile devices
As more organizations support bring-your-own-device initiatives, end users increasingly expect access to SharePoint resources from mobile devices. Continue Reading
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28 Aug 2013
SharePoint 2013 overview: Ready for mobile and social?
Despite a lackluster track record for mobile SharePoint, is SharePoint 2013 now ready for mobile prime time? Continue Reading
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10 Jun 2013
Digital asset management systems guide
This guide offers digital asset management case studies and stories that explore the available options for managing multimedia and rich media content. Continue Reading
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Feature
17 Jan 2013
Knowledge management strategy helps gas company retain worker know-how
Pacific Gas and Electric shares advice on how to hold on to institutional knowledge when highly experienced workers hit retirement age. Continue Reading
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Feature
03 Oct 2012
SharePoint content management and collaboration guide
Expert advice and tips about SharePoint content management and collaboration, and key aspects of SharePoint administration, strategy and management. Continue Reading
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News
22 Aug 2012
Enterprise social media and collaboration guide
Check out news, trends, analysis and expert advice on enterprise collaboration strategy, enterprise social media management and the key aspects of implementing collaboration and social technology. Continue Reading
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31 May 2012
Far-flung firms put SharePoint infrastructure to test
In the current issue, Shawn Shell looks at managing infrastructures in dispersed organizations. Also: tips on extending SharePoint’s capabilities, and advice on preparing end users for deployment. Continue Reading
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News
26 Jan 2012
RES HyperDrive: Cloud nine for IT?
RES Software’s HyperDrive is an in-house file-sharing service that’s similar to Dropbox, but gives IT more control. Plus, it caches data on your iPad so it’s available offline. Continue Reading
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Report
05 Jan 2012
CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards. Continue Reading
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News
22 Mar 2011
PCI DSS offers call center PCI compliance tips
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data. Continue Reading
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Feature
01 Oct 2009
Five best SharePoint troubleshooting tips
Got some gripes with SharePoint? Learn what some of the biggest issues are and how to fix them Continue Reading
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News
14 May 2009
New SAP CRM ordering system helps Coke roll out new dispenser
A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers. Continue Reading
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Feature
01 Mar 2009
Top free SharePoint utilities and tools for enterprises
Are you on a tight budget? Download these handy tools and utilities for free to fill in SharePoint functionality gaps. Continue Reading
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Feature
11 Nov 2008
Creating positive customer retention strategies
Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structural bonds and build engagement to delight your customers. Continue Reading
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Feature
11 Nov 2008
Understanding customer commitment
Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (KPIs) for customer retention programs. Continue Reading
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Feature
03 Nov 2008
SIP in the call center: Top 10 buzzwords
In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP in the call center. Continue Reading
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Answer
05 Nov 2007
What's the difference between speech recognition software and voice tags?
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Continue Reading
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Answer
14 Aug 2007
Conducting a CRM system and process audit
Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes. Continue Reading
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Answer
24 Jul 2007
Calculating the call center agent seat utilization ratio
Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats. Continue Reading
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Answer
27 Apr 2007
How can understanding customer value lead to successful marketing?
According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. Continue Reading
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Answer
14 Feb 2007
New call center agents -- top 10 pitfalls
Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be improved over time. Learn best practices from Donna Fluss here. Continue Reading