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One of the e-tail world's most pressing questions is: When will Amazon have its Prime Day sale this year? Perhaps a better question is: Will Prime Day happen at all? Amazon so far is not telling. If Prime Day 2020 takes place in the fall, the biggest deal days of the e-commerce industry could happen...

Some years ago, Marc Benioff told me he was not interested in developing back office apps that would compete with SAP and Oracle in the ERP and finance market. Many people, myself included, looked askance at that idea and wondered out loud how the company would continue to grow because, hey, there's...

The heart of the manufacturing world was the first region to feel the effects of the pandemic. While we have seen some stabilization, many challenges remain in terms of pricing, reliability, and the supply chain itself. Let's take a closer look at these challenges to better understand how best to na...

Marketers at B2C companies realize that personalization is key to business, but they are having problems implementing personalization strategies, according to a recent survey by Adweek Intelligence in association with IBM Watson Advertising.

If you search for "why CRM fails" you get over three million results. Analysts report that close to half of all CRM projects fail and about 40 percent of CRM software purchased goes unused -- because sales teams don't want to use software that makes them glorified data entry clerks and still doesn't...

In a CRM situation, an algorithm that gets the right answer is accurate and nice (we got the deal!), but if the business process supported by CRM has a lot of returns or unhappy customers, it's not very precise.

Despite the challenges, remote working has accelerated the pace of customer service transformation to digital, expanding opportunities for staff to work from the comfort of their living room (or kitchen!) -- and it will occupy a permanent place in the call centers of the future.

Building a successful global business is a never-ending juggling act. With what can seem like an unlimited number of moving parts, compromises feel inevitable. Efficiency is traded for simplicity. Optimal long-term solutions are traded for quick and dirty fixes. These tradeoffs can be especially pro...

A pandemic, economic uncertainty and social distancing -- what a kerfuffle we are in right now. As marketing leaders, it's an incredibly difficult time to direct our teams. Everyone is struggling to navigate our current situation. Yet, while we're all figuring out how to juggle emotions, families, d...

These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society. In economics we often see a disruptive innovation climb a ladder as it becomes something...

CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The ...

Developers are the driver of innovation in the world we live in today, said Scott Guthrie, EVP of the Microsoft Cloud+AI Group, in his presentation during the company's virtual Build 2020 conference. "With Azure we built an end-to-end cloud that enables developers to focus on building applications a...

Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market -- ...

Customer service doesn't have to suffer while your company goes through a difficult transition. Now is the time to show your most valuable buyers how you'll keep them informed, updated and respected throughout this crisis.