Tech vendors Microsoft and Verint bolster knowledge and customer interaction capabilities

2104 got off to a bang today as Verint acquired Kana, and Microsoft is acquiring Parature. Both Kana and Parature enable companies to have better interactions with their customers by providing relevant answers to customer needs across channels with speed and accuracy. Verint is an … Read More»

Learning from New Orleans: Microsoft’s opportunity for the future

It takes nearly 15 minutes to walk from one end to the other of the over 1,000,000+ square foot Ernest N. Morial Convention Center in New Orleans.  The conference center provided a fitting metaphor for both the breadth of Microsoft's offerings and  the distance that Microsoft Dynamics CRM has … Read More»

What will CRM look like over the next 5 years? Software Advice Interview Highlights

Ashley Verrill – a expert with CRM reviewer SoftwareAdvice.com – interviewed me recently for the second edition of CRM's Next 5 in 5. This report was an update from predictions five of my industry cohorts made about technologies that will change CRM in the next five years. Special thanks to Ashley … Read More»

Divergence at Convergence? Is it a Resurgence?

This past week I had a chance to spend some time with Microsoft executives, customers, partners, and industry "influencers" at Microsoft Convergence 2012 in Houston, TX. Perhaps one of the largest announcements at the event was Microsoft's pending support of multiple platforms and multiple … Read More»

CRM Magazine Announces 2009 CRM Market Awards (Social CRM gaining ground)

This morning, CRM Magazine released their 2009 CRM Market Awards to be announced at the CRM Evolution Conference. Somewhat surprising recipients appear in the area of Rising Stars include Google, Facebook, Lithium Technologies, and Visible Technologies - internet and social media platforms. In … Read More»