Customer analytics
Customer analytics help shape customer experience and improvements to sales, marketing and customer service approaches. More importantly, the insights analytics uncover can spot opportunities to upsell and better compete, creating bottom-line growth.
Top Stories
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Answer
21 Sep 2022
How can analytics improve content management?
Customer data and behavior analytics from tools like Google Analytics can give content managers insight into the kind of content site visitors want. Continue Reading
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News
16 Feb 2022
Salesforce, Tableau unveil trio of new integrations
As part of its Spring '22 Release, the CRM giant added three new tools powered by the analytics vendor's augmented intelligence capabilities. Continue Reading
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Tip
22 Feb 2018
Helpshift offers five Salesforce GDPR tips for customer support
How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips. Continue Reading
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Feature
14 Feb 2018
Colorado modernizes with Salesforce for government projects
Colorado licenses Service Cloud and other Salesforce technologies to improve its citizens benefit program. Continue Reading
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Feature
14 Feb 2018
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
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News
13 Feb 2018
When customer service automation goes off the rails
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost? Continue Reading
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Feature
09 Feb 2018
Salesforce gets a blockchain distributed ledger tool
Blockchain technology is the ultimate connectivity layer, and it can be used to help solve thorny customer service issues when paired with Salesforce, according to one vendor. Continue Reading
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Feature
08 Feb 2018
Meet your friendly service agent -- The sales chatbot
AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone. Continue Reading
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Feature
08 Feb 2018
Smart contracts on blockchain the next wave of CRM automation
Sales and service contracts get automation from blockchain platforms as applications become more user-friendly and infrastructure evolves to support them. Continue Reading
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News
05 Feb 2018
Salesforce buys Attic Labs, adding to Quip capabilities
Quip receives back-end capabilities with open source database after Salesforce purchase of Attic Labs. Continue Reading
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Feature
01 Feb 2018
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
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Tip
31 Jan 2018
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
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Answer
31 Jan 2018
What do GDPR principles mean for CRM data management?
Avoiding General Data Protection Regulation penalties means getting your CRM compliance program in order before the sweeping regulation goes into effect late this spring. Continue Reading
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Tip
26 Jan 2018
Salesforce Pardot certification opens doors, boosts salaries
Pardot consultant Stacey Cogswell talks about the opportunities and challenges when obtaining Salesforce certifications. Continue Reading
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Feature
25 Jan 2018
Marketing reporting software is dying, says InsightSquared CMO
InsightSquared CMO discusses the importance of vendor-agnostic reporting and why marketing-only reporting software is dying. Continue Reading
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Feature
23 Jan 2018
Artificial intelligence technologies a boon for customer insights
AI can help companies shrink the gap between customer data and actionable insight by feeding intelligence into CRM, marketing automation and other operational tools. Here's how. Continue Reading
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Podcast
23 Jan 2018
Salesforce-Oracle breakup on the horizon? Some say it's possible
Whether or not Salesforce is building out its own infrastructure is the first big CRM story in 2018, but it won't be the only one. Continue Reading
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News
23 Jan 2018
Salesforce Trailhead gets social boost for admins, developers
Salesforce might not own LinkedIn, but it's creating a similar online social network of certified professionals via Trailhead, complete with vanity URLs and more detailed profiles. 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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Tip
17 Jan 2018
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
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Tip
15 Jan 2018
Ten tips for implementing virtual agent chatbots
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
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Tip
11 Jan 2018
Salesforce Marketing Cloud certification helps Aussie make bank
When considering which credentials in the Salesforce universe are the best investments, one marketing consultant makes the case for Salesforce Marketing Cloud certification. Continue Reading
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Tip
11 Jan 2018
Survey marketing leads to sales insights for outdoor association
After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives. Continue Reading
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Feature
11 Jan 2018
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
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Feature
11 Jan 2018
Taking on a virtual agent helps mint new wine connoisseurs
Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading
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Feature
08 Jan 2018
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
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Feature
04 Jan 2018
Future of artificial intelligence in CRM rests with the bots
Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers. Continue Reading
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Tip
28 Dec 2017
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
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Feature
22 Dec 2017
Looking ahead at trends in CRM in 2018
More AI capabilities, intelligent security and augmented reality should gain prominence for CRM users in 2018. Continue Reading
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Feature
07 Dec 2017
Do customer service chatbots need to pass the Turing test?
Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence. 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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Tip
06 Dec 2017
Einstein AI drills deeper into Salesforce clouds
Einstein AI tools show great promise and are expanding deeper into the Salesforce clouds. Many smaller companies still need some convincing, but have high hopes for the future. Continue Reading
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Tip
29 Nov 2017
Eight must-have call center systems for customer service
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience. Continue Reading
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Podcast
10 Nov 2017
Pipeline podcast: Salesforce SMB customers to benefit from Google deal
Salesforce executives at Dreamforce discuss the impact of the new partnership with Google on Salesforce SMB customers, who'll be able to tap into Google Analytics and more. 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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News
06 Nov 2017
At Dreamforce, Salesforce applications take center stage
Quip is expected to become the new Salesforce collaboration standard in Dreamforce unveiling; AppExchange and Einstein announcements reveal push into new markets. Continue Reading
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Answer
26 Oct 2017
How to calculate abandoned call rate for a contact center
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
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Podcast
20 Oct 2017
Pipeline podcast: Exploring the growth of the martech stack
The marketing technology field has exploded, as have ways to organize a martech stack. This episode of the Pipeline podcast recaps highlights from the MarTech Conference. Continue Reading
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News
19 Oct 2017
Experts: Website redesign must enhance digital customer experience
Gone are the days of a quick website launch. According to speakers at the Acquia Engage conference, redesigning a website is now a companywide digital customer experience project. Continue Reading
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Podcast
06 Oct 2017
AI among new Dynamics 365 features, Microsoft Teams top news from Ignite
Discussing the top news stories coming out of the newly combined Microsoft Ignite and Envision conferences on the latest Pipeline podcast episode. Continue Reading
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News
02 Oct 2017
Dynamics 365 CRM can help drive the digital transformation process
At Ignite, Microsoft predicts the future -- and it's one that centers on Dynamics 365, artificial intelligence and digital transformation. Continue Reading
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Answer
02 Oct 2017
What features can users expect from Salesforce Einstein AI?
Expert Scott Robinson explains how Salesforce Einstein AI tools augment the vendor's CRM functionality, and how lessons learned from IBM Watson will affect the platform. Continue Reading
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Podcast
27 Sep 2017
New Dynamics 365 features take center stage during Ignite keynote
Dynamics 365 and the future direction of Microsoft products were given center stage during the Ignite keynote delivered by Satya Nadella. Continue Reading
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News
26 Sep 2017
Microsoft Dynamics 365 CRM takes center stage at Ignite 2017
Microsoft CEO Satya Nadella kicks off Microsoft Ignite with talk of future products, use cases for AI and continued bundling of Microsoft products. Continue Reading
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News
13 Sep 2017
How enterprises can take advantage of social media mapping
If your company wants to tap into the emotion and sentiment customers display on social media, social media mapping may be the answer. Learn about one company's approach. 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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News
06 Sep 2017
On tap for Microsoft Ignite conference: Adobe, Dynamics 365, LinkedIn
New Adobe integrations and further integrations of existing products are possible announcements from Microsoft Ignite 2017. Continue Reading
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Opinion
31 Aug 2017
Tech vendors cite TOS violations to push hate groups off their clouds
'Alt-right' groups put to the test marketing and CRM cloud vendors that promote employee diversity and forbid users from hosting hateful or offensive content on their platforms. 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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News
10 Aug 2017
Humanitarian company uses Dynamics 365 for Talent for quicker deployment
Chemonics upgraded its technological process from telex-era capabilities to cloud-based software for its worldwide projects. Continue Reading
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Tip
09 Aug 2017
The importance of integrating social CRM tools into a CRM strategy
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
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Tip
31 Jul 2017
The integration of CRM with cross-channel marketing breeds agility
Leading enterprises searching for ways to bring agility to the market need look no further than cross-channel marketing. Continue Reading
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Tip
28 Jul 2017
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
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Opinion
20 Jul 2017
Recipe for lost customers: Flight cancellations and AI algorithms
As companies enjoy the benefits that automation and AI algorithms bring to next-generation CRM, leaders must closely examine the legal and customer retention ramifications. Continue Reading
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Podcast
21 Jun 2017
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
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Podcast
08 Jun 2017
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
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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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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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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
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