The Hidden Risks of Mobile CRM, Part 1
As mobile marketing evolves, so do its risks. The Federal Trade Commission last month released its updated "Dot Com" guidelines. An update long in coming -- the first since the report was released in...
View ArticleBlackbaud Gives Fundraisers New Tools, Then Gets Out of the Way
Blackbaud, a CRM vendor that specializes in the nonprofit sector, has rolled out a new release offering additional social and mobile functionality. The end goal of the various upgrades -- which range...
View ArticleKana Adds Context, Subtracts Search
Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service. Its features...
View ArticleDoubling Down on Data
About ten years ago, I wrote a paper that predicted that analytics and social media would converge in CRM. I believed that for two reasons. First, I believed social media was inevitable, though I had...
View ArticleMicrosoft Invites Amazon to IaaS Brawl
Microsoft this week announced general availability of Windows Azure Infrastructure Services. The Infrastructure as a Service offering previously had been in limited release. The cloud service lets...
View ArticleThe Hidden Risks of Mobile CRM, Part 2
Mobile marketing may just be in its infancy, but it already has ushered in a world of new risks -- or rather, existing risks that have been repackaged. They range from running afoul of still-developing...
View ArticleImproving IT Ops Service Levels and Efficiency
New tools are available to help with service level management, but they require a new perspective on how IT infrastructure components should be managed. The key is to embrace a new ideal of managing...
View ArticlePegasystems App Susses Out Customers’ Soft Spots
Pegasystems has rolled out the newest iteration of its marketing application. New or enhanced features include improved ability to perform real time event-triggered actions and new B2B recommendation...
View ArticleHow to Ride the New Analytics Wave
I can't tell you how many emerging analytics companies have contacted me since January. Every day it seems there is another company -- smelling blood in the proverbial water -- wanting to brief me. I...
View ArticleHouse C’tee Chair Tells Consumer Protection Chief to Take a Hike
If CFPB Director Richard Cordray ever imagined that House of Representatives Republicans would eventually warm up to the bureau, that hope has surely been dashed by now. Rep. Jeb Hensarling, R-Texas,...
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