Evaluate

Evaluate

Weigh the pros and cons of technologies, products and projects you are considering.

• Selecting a CRM cloud to host sales, service and marketing

  Azure, AWS and Google are popular public clouds. But not all CRM systems are interchangeable with each of them. Experts break down the decision-making process. Continue Reading

• Marketers face stiff challenges improving CRM capabilities

  Amid the proliferation of AI and cloud-based apps, marketers acknowledge and take partial blame for problems encountered along the way to improving their CRM capabilities. Continue Reading

• AI for customer service at the peril of personal relations

  AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents. Continue Reading

• Premium pay for technical CRM skills must reflect volatility

  Premium pay for skilled IT jobs remained largely unchanged heading into 2018, but workers will still be rewarded for CRM certification, according to Foote Partners' latest research. Continue Reading

• Cohesive AI in CRM strategies requires a singular 360 view

  Implementing and upgrading AI CRM marketing and sales capabilities requires a holistic, multipronged strategy that encompasses all departments and customer engagement channels. Continue Reading

• How Conversational Queries aims to ease using Einstein Analytics data

  A new AI conversational feature from Salesforce lets users enter sales, service and marketing questions about timely customer data and build charts on their own in less time.Continue Reading

• Comparing the top marketing automation software vendors

  Don't be afraid of software migration if there's another technology that better fits your company's needs and if long-term benefits outweigh short-term costs, experts say.Continue Reading

• 'Digitize or Die': Embrace IoT digital transformation or perish

  In his book, Schneider Electric's EcoXpert program global vice president decodes how IoT digital transformation strategies differentiate winners and losers.Continue Reading

• Blockchain loyalty programs building future of customer experience

  While blockchain platforms are still under construction and use cases are still being written, Hooters invests in its own. Others -- including employee rewards -- are to come.Continue Reading

• AI chatbots augment humans working in contact centers

  It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out.Continue Reading

• Salesforce Classic vs. Lightning: How the CRM versions stack up

  With migration becoming unavoidable, you should understand the different features available between Salesforce Classic vs. Lightning. Here is a chart to help you do just that.Continue Reading

• Comparing Salesforce Einstein AI across the clouds

  What do you get when you pay for Einstein features in the Salesforce Sales, Service and Marketing clouds? We put it all in one chart.Continue Reading

• What key features do today's leading social CRM tools offer?

  Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them.Continue Reading

• Retail AI predicts consumer behavior for targeted marketing

  Not all of travel club Secret Escapes' members want to see all 140 last-minute sales it runs every week. AI marketing personalization tool Jetlore helps prevent over-messaging.Continue Reading

• CRM chatbots of tomorrow approach and engage customers

  Chatbots find a beachhead on social sites as customers seek information and customer service there. But are these bots 'human' enough to get the job done?Continue Reading

• Adding voice, text channels in CRM for apps

  When SpotHero wanted to create text and voice channels to enable agents to assist app users with parking their cars, Ujet was the ticket that made it work.Continue Reading

• 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

• Smartphones sound the death knell for outbound marketing strategies

  Telemarketing might not be dead, but the near-complete saturation of smartphones in the consumer market has landed some death blows to outbound marketing strategies.Continue Reading

• CRM machine learning leaps forward, assisting process automation

  AI, analytics and machine learning -- once separate technologies -- are now integrating into powerful new combinations for customer retention and service.Continue Reading

• AI, IoT and Trailhead were main themes at Salesforce World Tour Boston

  In the second taping of The Pipeline podcast, we discuss the customer stories mentioned at the Boston event, the tight security and Salesforce's push of Trailhead.Continue Reading

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Salesforce Sales Cloud closes the data sharing gap

  Salespeople live and die by the close. Closing a sale can be an art form, but there's far more to sealing a deal than artistry. Purchase decisions are based increasingly more on customer experience than product and price. And as competition for ...Continue Reading

• 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

• Predictive marketing analytics illuminates best sales leads

  Being able to foretell the future would make a lot of people's jobs easier. Teachers would know which students are going to struggle on a test and could offer them extra attention, doctors could identify health problems before patients get sick and ...Continue Reading

• 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

• Inside the Salesforce platform: The Salesforce clouds

  Salesforce began as a cloud-based CRM provider but has stretched its tentacles into several new areas of operation with the Salesforce clouds. Is it truly a platform provider?Continue Reading

• 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

• 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

• Customer sales can hinge on landing the best CRM tool

  So you want to enhance and improve your company's customer engagement success rate? The right customer relationship management tool can make the difference. Before selecting the best CRM tool, you'll need to establish which product features are most...Continue Reading

• 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

• 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

• 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

• One company's plan for a comprehensive multichannel strategy

  Companies are constantly flooded with customer information across multiple media channels, including websites, mobile apps, social media and blogs. The key to improved service and sales is to tie together all of these sources of information into one...Continue Reading

• 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

• Keep consumers close with mobile location-based services

  When stores first began setting up websites, customers suddenly had more flexibility. They could compare prices and make purchases without ever leaving the house. But the online experience didn't replace the in-store experience. And now tools like ...Continue Reading

• Wearable technologies still need to hit their enterprise stride

  Wearable technologies represent a $7 billion industry, but they haven’t yet made their stake in the ground for knowledge workers.Continue Reading

• Zoho CRM platform overview

  Zoho's cloud-based CRM platform helps businesses manage the key aspects of their customer engagement strategies.Continue Reading

• Social customer service needs to be integrated with larger business

  For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development.Continue Reading

• Salesforce releases Wave Analytics Apps and Sales Wave Analytics

  Wave Analytics Apps, the latest offering from Salesforce, makes crunching the numbers easier through tighter integration with Salesforce 1.Continue Reading

• Have customer-centric processes arrived in the contact center?

  It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations?Continue Reading

• Are Microsoft customers cooling on cloud concerns?

  As cloud platforms mature and become more mainstream, on-the-fence Microsoft users are taking another look at adopting them.Continue Reading

• The Multichannel mandate: Ready, set, automate

  The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series helps organizations navigate knotty ...Continue Reading

• Has Microsoft cloud strategy evolved?

  Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed?Continue Reading

• CRM leadership: Buying, managing and running a system

  Implementing a CRM system is more than just buying software. Executives need to tap into their leadership skills to select the right CRM system and ensure that it brings the desired benefits to the organization.Continue Reading

• Customer data becomes the turf for companies' competitive advantage

  Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides.Continue Reading

• 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

• BPM backbone builds new paths to customer engagement

  Pega, a business process management software forerunner, is using BPM to deliver new customer engagement and CRM software for its customers.Continue Reading

• Are marketing automation tools the greatest asset in the sales arsenal?

  The more your sales reps know about prospects, the faster they can close deals. Here's why marketing automation tools deliver real sales intelligence.Continue Reading

• Customer data integration needs strategy to derive meaning

  Your approach to customer data integration needs to be guided by another strategy to determine which information is relevant.Continue Reading

• Oracle Siebel vs. Salesforce faceoff: Siebel is more versatile

  In this Oracle Siebel vs. Salesforce faceoff, one consultant says Siebel users have more options without paying much more than Salesforce customers.Continue Reading

• Five call center sales tips and techniques

  In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and ...Continue Reading

• How to evaluate call center quality analyst performance

  Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach.Continue Reading