• IBM launches Watson customer service smart bot

  By Joab Jackson | 21 May, 2013 16:51

  Yoking cognitive computing with customer service, IBM has launched a system that can reference large amounts of unstructured data to help companies better field customer phone calls.

• Salesforce Summer '13 release to focus on Chatter, customer ideas

  By Chris Kanaracus | 02 May, 2013 18:54

  Salesforce.com's upcoming Summer '13 release of its cloud-based CRM (customer relationship management) software will feature a slew of enhancements to the Chatter social collaboration tool as well as many improvements that are the result of customer suggestions, according to a set of official release notes.

• Gartner: Worldwide CRM revenue grew 12.5 per cent in 2012

  By Chris Kanaracus | 29 April, 2013 17:52

  Global CRM (customer relationship management) revenue grew 12.5 percent last year to US$18 billion, a rate three times that of all enterprise software segments on average, as companies look to acquire more business and serve existing customers better, according to a new Gartner report.

• Salesforce, the pillow maker and the $125,000 AmEx bill

  By Chris Kanaracus | 26 April, 2013 16:00

  Salesforce.com, a pillow manufacturer and an employee of the pillow maker are caught up in a complex three-way legal battle, with a US$125,000 American Express bill and an allegedly failed software implementation at the center of the dispute.

• Salesforce.com launches Social.com advertising platform

  By Chris Kanaracus | 23 April, 2013 12:06

  Salesforce.com is taking steps to combine its acquisitions in social media monitoring and social advertising with its core CRM (customer relationship management) software through a new product called Social.com.

• Marketo IPO may spark suitors, including Salesforce.com

  By Chris Kanaracus | 03 April, 2013 18:19

  Cloud-based marketing automation vendor Marketo's plans to raise up to $75 million in an initial public offering, which were revealed this week, could influence larger companies to acquire the company, including Salesforce.com and SAP.

• Why Oracle bought Eloqua, and what it means for the market

  By Chris Kanaracus | 20 December, 2012 20:59

  Oracle surprised many tech industry observers by announcing Thursday it would pay US$871 million for marketing automation software vendor Eloqua. The move seemed a bit unlikely given the amount of sales and marketing software Oracle already had.

• Six ways social media affected the enterprise in 2012

  By Jennifer Lonoff Schiff | 13 December, 2012 22:45

  Social media has changed more than the way companies market and promote themselves. Social networking has also changed the way companies recruit, how they communicate internally and how they handle sensitive data.

• 10 CRM Mistakes and How You Can Avoid Making Them

  By Jennifer Lonoff Schiff | 27 November, 2012 14:10

  Customer relationship management experts and seasoned users discuss how to avoid the most common mistakes, so you can get the most out of your CRM software or service with the least amount of hassle.

Whitepapers about Customer Relationship Management

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  Business Processes and Customers - Difficult Domains to Integrate

  Despite spending many billions of dollars on Customer Relationship Management projects, poor customer service is still pervasive. Those projects that have succeeded have recognized the central role of a process-oriented approach. By understanding and supporting both the processes within the organization and those that exist between the fi rm and its customers, the enterprise can reduce costs, take agility to the next level, and at the same time, build truly effective relationships that customer’s value. (1) The net result is top line growth at the expense of competitors, all the while driving down costs. Read on.

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