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Engine Yard Gamifies Customer Support Community with Badgeville Behavior Platform
Engine Yard adds social rewards to customer support community powered by Zendesk.
Adobe Introduces New Cloud-Based Tools for Marketers
Offerings accelerate enterprise marketing campaigns
SAP Continues to Build Out HANA
Newly announced integrations and support agreements make the platform even more versatile.
Corporate Visions Releases Power Tools for Demand Generation
Incorporates assets like first-call conversation coaching, video modules
Knoa Software Releases Knoa EPM Version 7.0
Offering provides complete user experience management for customers leveraging SAP solution-based environments.

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CRM Buyer -- "The Essential Guide for CRM System Purchasers"

People, Processes and Standout Service Experiences
Customer service is a crucial part of the customer experience. That seems immediately obvious. And customer experience is the big buzzword right now, so companies are going bonkers revamping their customer service operations. Right? Would that it were so. Almost paradoxically, many businesses are still stuck in the mode of tweaking with utterly defective customer service processes.
Federal Cloud Adoption, Part 2: Raining Contracts
The U.S. government's pursuit of cloud-based technology has been characterized by a blizzard of policies, directives, technical studies, proposed contract vehicles and conferences. The federal "cloud first" initiative, requiring agencies to give priority consideration to cloud solutions for IT operations, began in December 2012. Now, an idea of how much business is at stake for IT vendors has surfaced -- and it's impressive.
The Rise of Open Source
SugarCon, the SugarCRM user meeting held in San Francisco a couple of weeks ago, did some important things for Sugar. It was a coming out party of sorts for a company with a distinct business model and strategy, namely open source. It was also validation of that strategy and, for many, a new realization of what open source means.

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News on technology and trends in CRM, customer interaction and customer data.

People, process issues offer path to improve data quality on the cheap
An emphasis on educating end users and upgrading internal processes can help enterprises fix data quality problems without dropping a ton of cash, according to analysts.
SAP builds the case for HANA in-memory bench with new apps, customers
After talking up its mobile and cloud road maps, SAP chose last day of the SapphireNow conference to talk about the third part of the equation it?s basing its future success on: HANA, and in-memory technology.
Call center agents? behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.

Key Findings

In a study published in Harvard Business Review, “Stop Trying to Delight Your Customers” (July 2010) by Matthew Dixon, Karen Freeman, and Nicholas Toman, found that top loyalty eroding problems include:

Beagle Research Group, LLC

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Key Findings