It's Sugar CRM's first ever analyst day and Estaban Kolsky has the best tweet so far for what we are seeing.In his words: "To summarize, SugarCRM v6 is now hype, technology, trend, and coolness compliant - you can do pretty much anything you want w/it."It seems like a good time...
Today Intuit and Salesforce.com announced a partnership to bring Salesforce.com's customer relationship management software into Inuit's QuickBooks Online service. Intuit will resell Salesforce.com's CRM solution, which will integrate with QuickBooks Online and synchronize customer data. The integration is designed to prevent users from having to enter data into two separate...
Social CRM, as a concept, has been around for five or six years now, according to Paul Greenberg and Estaban Kolsky, two analysts interviewed on the subject by Dennis Howlett. But we're only just now starting to understand the concept, and it may be several years before we have any...
Nimble, a hosted social CRM solution, finally went into public beta today. But it's already received a lot of buzz. Partially because it has a good story. Nimble founder Jon Ferrara also co-founded one of the first CRM companies, GoldMine, back in 1989. GoldMinesold to Ixchange (now known as FrontRange)...
IT project failure expert Michael Krigsman shared some thoughts on social CRM adoption at Dreamforce last December. Krigsman has posted a video from Dreamforce and added some thoughts.Frankly, I'm surprised there are enough companies that have tried and failed to adopt social CRM that anyone can deduce any trends yet....
Today SugarCRM released the results of its 2010 social CRM survey, and it seems to be generating a bit of buzz on Twitter. The survey found that although only 26% of respondents have already integrated their customer's social network profiles with their CRM data, 72% plan to do so this...
Today SugarCRM released the results of its 2010 social CRM survey, and it seems to be generating a bit of buzz on Twitter. The survey found that although only 26% of respondents have already integrated their customer's social network profiles with their CRM data, 72% plan to do so this...
A few factors make Microsft Dynamics CRM Online a player in the social CRM space that deserves serious notice.Microsft Dynamics CRM Online is available in 40 languages. Regional data center development provides a universal experience for the user, be they in the United States, Asia or the Middle East. And...
CRM and social CRM expert Paul Greenberg finished posting his CRM 2011 Watchlist series this week. It's six parts totaling more than 35,000 words. It's a much more detailed and comprehensive view of the CRM space than you would expect from a Magic Quadrant or Wave report, and it's completely...
Here's a method that could have a profound impact on social CRM strategies: using personality types to match customers up with representatives. Fast Company reports on how eLoyalty is using the Process Communication Model (PCM), the same personality test used by NASA to evaluate astronauts, to match customers who call...
Social CRM remains the hottest topic in the world of enterprise 2.0 (or social business or whatever people want to call it this week). This week saw several developments in the space, and some interesting conversations as well. Paul Greenberg talked a bit about the what and why of social...
Cisco announced today its first social CRM tool SocialMiner, along with a "customer care" desktop application called Cisco Finesse. SocialMiner is designed not just to help marketers track customer sentiment on social media site such as Facebook and Twitter, but to staff to interact with social media users. SocialMiner is...
In the past ten years, $75 billion has been spent on CRM software, according to Gartner analyst Michael Maoz. During that time, customer satisfaction has risen only 3-5 percent. It's not entirely fair to call CRM a failure - implementation and adoption make a difference and some solutions are better...
CNS Response, a laboratory information services company, uses Saleforce.com's Force.com platform in a unique way: to compare patient QEEG data (brain mapping and neurometric analysis) and return the results to physicians quickly. Showing the utility of Salesforce.com beyond CRM, the company runs its process almost entirely through Force.com. According to...
Salesorce.com acquired Jigsaw earlier this year. This past week, Salesforce.com unveiled the integration.The service integrates Chatter, the Salesforce.com microblogging platform. When a contact is updated through Jigsaw, the subscriber gets an update in their Chatter feed.Jigsaw for Salesforce CRM is an example of how microblogging services are becoming message platforms...
At what point does a CRM application become a collaboration service? And when does a collaboration service become a CRM application?These are question we ask ourselves when we see the range of services with features that combine these two related application environments.For instance, PBWorks today unveiled a service that allows...
Salesforce.com announced today that Facebook, citing scalability benefits, has selected Salesforce.com's Sales Cloud 2 as its CRM solution. Facebook's been growing fast: last year it took in $700 million and expects to reach $1 billion in revenue this year. In Q1 of this year, Facebook surpassed both Yahoo! and Microsoft...
With Microsoft and Salesforce.com locked in market and legal combat, the "open-source" (see update below) SugarCRM is quietly building its own empire. The company has landed over 6,000 customers with its focus on customization and openness. With the newly released SugarCRM 6, the company is attempting to improve its user...
Microsoft announced at its Worldwide Partners Conference today that it will launch a CRM SaaS service and an app marketplace as parts of CRM 2011, itself a part of Microsoft Dynamics. CRM 2011, formerly codenamed CRM5, will be available for beta testing in September, starting with the online CRM service...
Sugar CRM is launching a new user interface as part of Sugar 6. It comes with a focus on what is becoming a prerequisite: an emphasis on speed, search and deeper integration with third party applications and mobile devices.The speed issue is one that SaaS providers always seek to mitigate...
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