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TMCnet CRM Week in Review

June 25, 2011
By Juliana Kenny - Telemarketing Software Managing Editor


This week in customer relationship management (CRM), we examined some trends and myths that are influencing the industry and shaping how businesses reach out to their customers. TMC’s (News - Alert) David Sims reported on the biggest customer service myths according to Soffront.


“Soffront officials cite a recent article in Business Insider, where Shep Hyken referenced two studies showing that “regardless of the industry, customers are willing to pay more for what they believe to be a better customer service experience.” You’d think there wouldn’t be any need to keep proving this, over and over, but hey, old myths die hard --  ask yourself, do you buy brand name products over lower-priced generic alternatives,” wrote Sims.

We also witnessed the announcement of BroadVision revealing its Clearvale solution for Social CRM. Clearvale  is a cloud-based enterprise social networking solution that helps businesses engage with employees, customers and partners. It enables businesses to create separate social networks for each of these groups, but manage them together as a whole, creating a social enterprise ecosystem.

TMC’s Rajani Baburajan reported that traditional CRM has focused  on tightly controlling customer interactions. On the other hand, social CRM focuses on integrating all customer engagement channels to enable better communication between customers, customer service, and other company employees. Clearvale for Social CRM allows engagement with each of these groups via a single, interconnected ecosystem of enterprise social networks.

In additional news, Salesforce.com (News - Alert) has been featured in two Forrester (News - Alert) Research studies. As a leader in the CRM cloud computing industry, Salesforce was named in Platform-As-A-Service For Vendor Strategy Professionals, Q2 2011 and The Forrester Wave and Platform-As-A-Service For App Dev And Delivery Professionals, Q2 2011.

Issued last month, both reports gave Salesforce the highest scores possible for its partner and product strategy and services. With an ISV Scenario evaluation, The Forrester Wave for PaaS for Vendor Strategy Professionals awarded Salesforce’s administration, management, cloud connectivity, corporate strategy, financial strength, and distribution channels.


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.



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