Products

Marketing automation provider Act-On Software has added a unique feature to its product lineup that allows users to track, compare, and then take action on what is being said online and in social media about their company or executives. Act-On Insight lets users benchmark and track these mentions, a...

Avaya has added new products and enhanced existing ones in its Customer Experience Interaction Management portfolio. The overarching goal of the changes was to allow users to reach out to customers via any channel the customers chose -- for example, mobile application, social media or phone. Such ac...

Several months ago Constant Contact became aware that much of its customer base was intrigued by the daily deal model. However, it also noticed that once those companies actually tried out the model, their enthusiasm for it diminished considerably. "Daily deals just don't work for a lot of companies...

By now, it has been drilled into most marketers' heads: Social media is all about conversation -- a two-way conversation. Oftentimes, the conversation entails responding to customers' comments, requests or complaints. From the customer's perspective, it almost certainly means offers of discounts and...

Ntractive, the developer of Elements CRM, a cloud-based CRM app for Macs only, has expanded its product line to include the iPad and iPhone. Ntractive is taking a different approach from other CRM vendors that have pushed their applications onto these devices, said CEO Justin Bartak. "We basically r...

Last month, open source CRM provider Zurmo released a beta version of a new app that staked out new ground in this mature software category: The app was built with gamification techniques and a game-oriented user interface in the hope of spurring user adoption. "It is a direction that is a bit contr...

Salesforce.com is adding more functionality to its Chatter tool -- in this case, real-time communication capabilities. The two new features soon to be available are Chatter Messenger and Chatter Screensharing. Chatter Messenger is an instant messaging application to be used within the Chatter applic...

Silverpop has been on the vanguard of old-school digital marketing providers -- that is, email marketing firms -- embracing social media. The company has released a slew of products designed to integrate the two disciplines. Given that history, it is difficult to imagine a subsector or market consti...

Imagine walking into a department store on a Wednesday morning and spotting a pair of shoes you feel that you must acquire, or life will have no meaning. You excitedly ask the sales rep if you can try on a pair in your size and she says, "Sure, why don't you come back on Friday?" That deflating expe...

Social Dynamx has just launched a new enterprise-class social customer care platform that will allow customer support and community management teams to identify, prioritize and handle millions of one-on-one customer social media conversations daily. As a subscription-based platform, it is designed t...

SugarCRM has just debuted a controlled release of version 6.5 of its flagship open source CRM offering. In many ways, the release is an iterative change -- it does not represent the same major shift in functionality and user interface as version 6 did, when it was launched in 2010. In one key way,...

Salesforce.com has unveiled a new series of cloud computing initiatives for the government user base -- a highly lucrative niche for tech vendors, especially those that can present their products in a budget-friendly light. The new offerings, bundled under the name "Government Cloud," include a dedi...

Kana Software has introduced a new service experience platform that combines CRM functionality with BPM, knowledge management, analytics and social listening. The application is in fact the culmination of a few years' of effort by Kana to integrate these closely related feature sets, said Ajay Khann...

Every day, I meet retailers who are eager to learn how they can add a co-creation, customization, or personalization feature (collectively "Customization" with a capital 'C') to their existing offerings. They often start the conversation off with an overview of their current products and quickly mov...

Sage is getting ready to enhance its mobile payments offerings. Next month, the company will roll out Sage Exchange.com, an interface for Sage Exchange, which it introduced two years ago. The rollout of Sage Exchange.com will considerably enhance what Sage Exchange offers customers, said Greg Hamm...