Clik here to view.
Setting the tone for 2015: CRM begat Social CRM which begat customer engagement
What is the state of customer engagement? What kind of framework needs to be created to help businesses achieve that engagement? It starts here with the 2015 agenda for customer engagement.
View ArticleClik here to view.
Customer engagement: digital and physical
Customer engagement isn't only a digital "thing". It's got a lot more to it. Rich Toohey, Vice President of Marriott Rewards, speaks to us on what more there is.
View ArticleClik here to view.
And the winners of the 2015 CRM Watchlist are...
Finally, we have the winners of the 2015 CRM Watchlist. This year, it was tougher than ever to win, but these companies have what it takes to make a big impact on the markets they play in.
View ArticleClik here to view.
The CRM Watchlist 2015 Lifetime Achievement Award goes to CRM Magazine
The 4th annual Lifetime Achievement Award goes to the institution which, historically, might have had the most impact on the CRM industry. That would be CRM Magazine. Find out why.
View ArticleClik here to view.
CRM Watchlist 2015 Elite, Part 1: EY Advisory, the highest scorer
EY Advisory earned the CRM Watchlist 2015's highest score. Why? They deliver the perfect integration of mission and vision with actual work and corporate life. Take a gander.
View ArticleClik here to view.
CRM Watchlist 2015 Elites, Part 2: Microsoft gets ecosystems
Since the last third of Steve Ballmer's reign and continuing with Satya Nadella, Microsoft has made a commitment to thinking in ecosystems -- and just in time. What can they do to improve?
View ArticleClik here to view.
CRM Watchlist 2015 Elites, Part 3: PROS
The CRM Watchlist 2015 Elites is a small group with a huge impact. Yesterday, we looked at Microsoft, and today, we take a look at the littlest of the four: PROS. Let 'er rip.
View ArticleClik here to view.
CRM Watchlist 2015 Elite, Part 4: Salesforce does it again
Salesforce has won mindshare at a level so substantial that all other companies -- including much bigger ones -- compete against it. Salesforce is Elite, all right. But is it perfect?
View ArticleClik here to view.
CRM Watchlist 2015 winners: Marketing takes the stage
The three marketing companies that won this year's Watchlist- Adobe, Callidus Cloud and OutMarket - couldn't be any more different. Check them out: It is so worth it.
View ArticleClik here to view.
Omnichannel: Bad word, critical concept
When planning customer-facing strategies, businesses must develop customer experiences that are seamlessly connected, informed by previous interactions, and characterized by consistent information...
View ArticleClik here to view.
CRM Watchlist: The suites less sweet - NetSuite, Oracle, SAP
CRM companies like NetSuite, SAP and Oracle have long histories as suite providers. Is the suite era over? Is best-of-breed the winner? Not so fast: Think ecosystems and make sure you understand why...
View ArticleClik here to view.
Adobe Digital Marketing Summit 2015: Forward charge! Wait! Forward charge!
Adobe is a player now and they hold their own with unique twists and turns against all major players in the marketing cloud space. But they have things they must do that will carry them to the next...
View ArticleClik here to view.
Microsoft Convergence 2015 lives up to its name
Microsoft begins to align businesses and business units with each other and the 21st century. Paul Greenberg scores the conference and assesses the company's direction.
View ArticleClik here to view.
CRM Watchlist 2015, Customer Engagement, Part I - Lithium, Medallia
Customer Engagement puts on its first big boy pants.
View ArticleClik here to view.
That ROI-driven process just cost you a customer
Focusing on ROI exclusively works against you, not for you. Are you giving customers the experience they want, or the experience you think they want? In the short term, your approach can cost you...
View ArticleClik here to view.
CRM Watchlist 2015 Winners: Customer Engagement Part 2
NICE, SAS and Verint have one thing in common: Customer engagement analytics and optimization solutions. Beyond that, they are all different. See why and what they have to be do to be different and...
View ArticleClik here to view.
SugarCon 2015: SugarCRM continues its own journey
SugarCRM is always an interesting company that travels its own path. Pureplay CRM has been its hallmark for a long time, but now it veers slightly - though in the appropriate direction. SugarCon 2015...
View ArticleClik here to view.
SAPPHIRE 2015: SAP, Amazeballs, but you'd never know it, and that's sad
SAP's annual conference has a long lineage and is arguably one of the most important - and very revealing - conferences in the technology world. They are always amazing and always puzzling. Paul...
View ArticleClik here to view.
CRM Watchlist 2015 Winners: Customer Engagement Part 3
We continue to take a look at the CRM Watchlist customer engagement grouped winners, Pitney Bowes, Thunderhead and Totango. All three have unique value propositions - I doubt they would ever compete...
View ArticleClik here to view.
LiNC 2015: Lithium sticks the landing
Lithium held its LiNC 2015 conference a few weeks back and it was a winner. Why? The nature of the conference and the messaging aligned to both the market and customer needs, with the porfolio to back...
View Article
