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Salesforce1: Employee Productivity and Mobile Experiences

January 11, 2014 by Michael Fauscette


At Dreamforce last Fall, Salesforce introduced its new platform offering, Salesforce1.This week I attended the World Tour event in NYC for Salesforce1 and spent some time talking to Salesforce execs and an assortment of customers about the platform.[read more]


Salesforce Retires Adwords: What Happened and What to do Next

June 24, 2013 by Jayson DeMers

As of May 1, 2013, Salesforce for Google Adwords has been retired. The bottom line is that a number of business owners are in need of an alternative. If you fall into this category, here are some options worth considering.[read more]

Accessibility as Strategy: The One-Way Conversation is Dead

June 11, 2013 by Bryan Kramer

Tony Hsieh, CEO of Zappos, invented his business on accessibility to their customers. Today’s customers are social customers, so rather than measuring how little time each customer service rep spends on a resolution or general communication, Zappos built a model where employees are rewarded for spending more time conversing with their customers.[read more]

What's Behind Salesforce Acquiring ExactTarget

June 10, 2013 by Michael Fauscette

Salesforce's marketing cloud / shutterstock announced its intent to acquire email marketing and marketing automation vendor ExactTarget for ~$2.5B or $33.75/share, ending a few years worth of speculation as to which marketing automation vendor it would eventually acquire.[read more]


Salesforce's Tricia Gellman on the Evolutionary Role Social Plays in Customer Service [VIDEO]

April 16, 2013 by Brent Leary

Tricia Gellman

Tricia Gellman, senior director of product marketing at, discusses the role social is playing, should play, and will play going forward in order for businesses to provide the kind of service customers expect to receive from companies they frequent.[read more]


Salesforce Launches Service Cloud Mobile

February 28, 2013 by Adam Chapman

“What does it mean to be a customer company?” That’s what Marc Benioff, founder and CEO of Salesforce, asked attendees in the Grand Ballroom at the Waldorf-Astoria today in New York.[read more]


VIDEO: The Social Customer Interview with Paul Greenberg

October 18, 2012 by Robin Fray Carey

Paul Greenberg

In which Paul and I discuss social justice, the human condition, the future of social media, and also IBM, Intuit, Salesforce, Sandvik, Skype, Microsoft, SAP, Oracle. We look at what it means to be a company with social customers, and if you can find a bit of time to watch the whole interview, Paul also talks about which vendors understand how to serve the companies that serve social customers. As Paul notes, "The only difference with social now and social throughout human history is that now it scales." Enjoy.[read more]


Who Owns the Customer Relationship? Mark Woollen of Salesforce

October 9, 2012 by Robin Fray Carey

Mark Woollen, VP Sales Cloud Product Marketing for Salesforce

Woollen believes that this will not be possible without the real-time collaboration offered by cloud-based tools, and in particular, by the acute integration with social platforms offered by Salesforce’s Marketing Cloud, reinforced by its acquisitions of Buddy Media and Radian6. In an incredible demonstration of the barely six-week-old integration with Buddy, Benioff was able to demonstrate live on the stage use of Buddy’s Facebook application to create real-time content supporting Commonwealth Bank of Australia’s social monitoring.[read more]


How the Social Media Tidal Wave Has Crashed.

July 26, 2012 by Chris Dessi

In 2013 I foresee an emergence of a new, more nimble group of software companies that will provide a new crop of social media marketers more advanced functionality. The interfaces will be simple, easy to use, and much more affordable.[read more]


Social Media CRM & dashboards are NOT ready for Prime Time

March 23, 2012 by Bernard Martin

The focus of many companies who have now jumped into Social Media efforts has been to work out their strategy and tactical implementation but the tool sets they have to manage them aren't finished being built. Social CRM and Social Media dashboards are still in the development stage. No one has it right yet. Well, almost no one. It's not that they're not trying, the problem stems from what their perception of the requirements of what is needed by the consumer. Each approaches it from a different 'starting point" so the functionality, although similar, isn't quite the same. Let's take a look at CRM and Social Dashbaords separately & you'll see what I mean.[read more]

This CEO Isn’t Afraid to Take on Jive Software or

September 16, 2011 by Mark Fidelman

"Yammer thrives. The herd mentality around the enterprise activity stream is driving its competitors to emulate their every move....What’s going on here?"[read more]


Compliance and Social Media: It's Hearsay

February 3, 2011 by Robin Fray Carey

We seem to be in the period now, if social business could be plotted on a bell curve, where we are deep into “early majority” adoption and heading to the down-slope where such concerns as compliance and effectiveness will be, of necessity, brought into corporate review of social media. Hearsay addresses this with integrated, home-grown search that alerts the governance teams of large companies of possible infractions on social platforms like Facebook, LinkedIn, and Twitter, a critical requirement for highly regulated businesses like insurance, financial and health care.[read more]

Why We're Getting Certified By Salesforce

January 22, 2010 by Adam Metz

Yes, you read that right. Next week, I'm going down to Salesforce's San Mateo office for the week to take my ADM201 training course and exam. The reason we're doing this is simple. Most of our clients are in the $100-$500M range, and we typically work with medium-sized consumer brands. Although we work with multiple social customer...[read more]