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Last week Marc Benioff was in Boston with another regional Cloudforce tour event, and Stephen Denning has written a good book. There is a connection between them. The day after the Boston Bruins clinched the Stanley Cup, Benioff was in Boston, and thank goodness the company decided on a noon start ...

If you knew you could apply a number of best-in-class lead generation processes proven to close five times more deals than average processes, would you do it? Seems like a no brainer, doesn't it? But in reality, many companies continue to implement lead generation processes that can be considered av...

Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results: 10 percent higher customer satisfaction; 30 percent m...

Listrak has incorporated new features into its email marketing platform that give its users analytic and behavioral targeting capabilities. It also has brought more oomph to its shopping cart abandonment dashboard by developing more granular metrics for it. Those are the top changes for the latest r...

It's often said that CRM is always a work in progress. Never mind the fact that I'm the one who's often saying it -- it's true, if you're doing it right. You should always be looking for areas where you can coach your people, adjust your processes, and fine-tune your technology. However, thinking ab...

I heard a phrase the other day that resonated with things I've been thinking about and talking about on the stump recently, but I had never heard it so succinctly. I was taking a briefing from Zuora, a company involved in providing on-demand billing solutions for companies that deliver on-demand se...

If you like speaking with live customer service reps about service issues without having to first endure a long and frustrating wait on the phone, then shop at Sierra Trading Post. That is one conclusion that can be drawn from a study of online retailers released by StellaService, which found that...

For more than a decade, B2B firms have used the Internet to publicize their product catalogs. As a result of the rise in consumer sales on the Web and the rapid maturation and adoption of Internet technologies like RIAs and Web 2.0, B2B firms are now rethinking their e-business strategies. At the sa...

Marketo upgrades or somehow tweaks its revenue performance management application roughly every other month, but its latest release is special. Specifically, many of the features included in this release have been more than a year in the making, said Gaurav Kotak, senior director of product marketin...

I have a friend who's a musician, author and former radio personality, and he likes Facebook. A lot. My newsfeed is clogged with his posts -- news from his life, comments about music and movies, photos of his travels, videos of songs, links to other people's articles. I don't think there's any possi...

A couple of weeks ago, Marketo announced its research-based belief that its form of revenue performance management could help grow global GDP by $2.5 trillion by 2015. I love it when emerging companies talk about big plans this way. It reminds me of the young plumber who upon seeing Niagara Falls ...

Do you know how much money you will lose if your e-commerce site fails for just one hour? What if your site slows down? The more tags and pixels you have on your site, the more likely you are to find out. Tags, or pixels, are pieces of code that are put on your website every time you implement a new...

A legal dispute between Oracle and erstwhile client Montclair State University illustrates that despite the steady evolution of ERP technology and implementation methodologies, these projects can still turn ugly. The two have filed suits against each other over a failed project, called the "Bell Tow...

Business Process Management provider AuraPortal has added a new module to its product lineup -- Marketing Campaigns, or MC. It is based on template-oriented pattern processes -- as all of AuraPortal's applications are -- which means it can be easily tailored by end-users. MC is able to follow up on ...

The idea of taking CRM into the field has been around for a decade -- long enough to lull many people into ignoring it in favor of newer, flashier and more social ideas. But this isn't the time to take your eye off mobile CRM. The technology is about to emerge as a force that will boost adoption, in...