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A wave of change is now making its way through the front office with uneven results. CRM is moving from a data capture and retrieval solution to something that supports end-to-end processes -- and as with ERP, data analysis is helping to improve what once were purely manual processes. The trick is i...

The travel industry will increase 41 percent by 2016, making it worth $143 billion. With that much revenue on the line, booking sites are taking significant steps to ensure that they get their piece of the traveler pie. Brands no longer can offer experiences that are irrelevant to the end-user. A bu...

If you were to administer truth serum and ask a retailer how it really felt about Amazon Prime, chances are the response would be that it's pure genius -- or pure evil genius, perhaps. Why? Because Amazon Prime encourages shoppers to come back and back again to browse and buy, and it's all based on ...

Not every buyer-seller experience starts with a customer expecting to be delighted. There are lots of purchases we make because we're forced to make them -- something we need breaks, or an outside entity requires us to buy something. We're not buying because we want to, or even because the purchase ...

I go to a lot of conferences. Usually they're a combination of customer user group meetings and analyst days, and we all hear more or less detail about product futures, new functions and features, and policy rollouts. If you know how to look at these events, you can see a certain scene repeated: A c...

Never mind the Seattle Seahawks completely smoking the Broncos -- Super Bowl XLVIII may go down in history as the turning point for iBeacon. Apple's iBeacon is an indoor positioning system based on Bluetooth Low Energy technology. Its proximity-detection capabilities enable it to send relevant infor...

Microsoft on Monday released Power BI for Office 365, a business intelligence application for its Office 365 Enterprise subscribers. Power BI packages together several features that help business users access information from such sources as Windows Azure and elsewhere. They can then use that data t...

Fueled by its recent infusion of $40 million by Goldman Sachs to invest in sales and marketing, SugarCRM plans to focus on "the nontraditional use of CRM," said VP of Marketing Jennifer Stagnaro. "That is, we plan to go beyond the traditional uses of sales force automation and customer service and m...

Google last week debuted several trendy eyeglass frames for Glass, shedding its dorky look while accommodating prescription lenses. The more natural look means consumers likely will be more accepting of Glass once it becomes generally available -- assuming the price is right. The new Glass frames an...

I have written often about the connection between CRM and economics, almost as if one explains the other. While I still believe it in part, my thinking has evolved and become more nuanced over the last 15 years to the point that today I want to discuss my evolution. Social science is for me the obvi...

When people talk about the customer experience, the thinking gets lofty quickly. The word "delight" is dropped a lot, people cite things like the American Girl Store or Nordstrom -- and soon over-the-top seems like what the norm should be. The experiences provided by the very best at creating experi...

Shortly after Google's $3.2 billion acquisition of Nest was announced, Nest CEO Tony Fadell felt obliged to clarify something for its users: Any changes to the company's privacy policy would be opt-in. Also, Nest would be transparent about those changes, he said. It's questionable whether Fadell can...

Epicor Software has announced the general availability of Epicor Retail CRM 7.0. The updated platform reflects a complete shift to .Net and SQL reporting services and includes a number of new features in analytics, reporting and security As a whole, 7.0 "gives a more granular view to the retailer ab...

If you're in business, you're going to face a customer relationship issue that's your fault. It happens. We're human -- and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service...

T-Mobile USA on Wednesday launched Mobile Money, a money management application for smartphones. There is no charge for activation, monthly maintenance, in-network ATM withdrawals, or for replacing lost or stolen cards. There are also no minimum balance requirements. The service supports direct depo...