Industry Keyword: CRM

Customer Relationship Management (CRM) is a vital part of any business. It is the practice of managing relationships with current and potential customers, and it is essential for any business to succeed. CRM is a powerful tool that helps companies to understand customer needs, improve customer service, and increase customer loyalty. The main goal of CRM is to establish and maintain a strong relationship with customers. It helps businesses to understand their customers’ needs and expectations, and it allows them to...

In today's ultra competitive business landscape, companies are increasingly recognising the significance of putting the customer at the heart of their strategies. Customer-driven strategy, also known as customer-centricity, refers to an approach where businesses prioritise understanding and fulfilling the needs and preferences of their customers. This Knowledge Base post aims to define and explore the concept of customer-driven strategy within a business context, highlighting its importance, key principles, and benefits for organisations. DEFINING CUSTOMER-DRIVEN STRATEGY Customer-centricity: Customer-driven strategy revolves around creating a...

As many entrepreneurial leaders know, digital transformation is a golden opportunity for businesses to reinvent themselves, streamline operations, deliver superior customer experiences, and most importantly, to increase organisational value. However, harnessing the power of digital transformation requires a shift in the mindset, approach, and culture of an organisation. It is not merely a case of integrating the latest tech trends and adopting buzzwords, but about redesigning the business model, through the lens of the 21st century digital era. The more an...

Facebook is set to gain EU antitrust approval for its acquisition of Kustomer after offering remedies that allow rival products to function with those of the US customer service start-up, people familiar with the matter said. A buying spree of start-ups by big companies has triggered concerns on both sides of the Atlantic, with regulators worried about so-called killer acquisitions aimed at shutting down potential rivals before they are big enough to be a threat. The world's largest social network announced...

Meta Platforms Inc has said it had closed its acquisition of Kustomer, a US customer service start-up, after winning conditional European Union antitrust approval for the deal last month. The purchase was first announced in November 2020 but got delayed due to regulatory scrutiny including a full-scale investigation from the European Commission. The probe came amid regulatory concerns on both sides of the Atlantic that a buying spree of start-ups by big businesses may be so-called killer acquisitions aimed at closing...

Salesforce.com Inc has once again demonstrated its resilience and capacity for growth, even in a challenging economic environment. The San Francisco-based cloud software giant reported better-than-expected quarterly revenue, driven by a surge in demand for its customer relationship management (CRM) tools, which have become increasingly vital as businesses pivot to digital-first strategies. In the third quarter ended October 31, Salesforce’s total revenue rose 33% year-on-year to $4.51 billion, surpassing Wall Street estimates of $4.45 billion, according to Refinitiv data. The impressive...

Salesforce.com has forecast first-quarter revenue below Wall Street's estimates, casting a shadow on an upbeat performance in the third quarter, and sending its shares down 6% in extended trading. The San Francisco, California-based company also picked insider Bret Taylor to co-lead the company alongside top boss Marc Benioff. Taylor was named the chairman of Twitter Inc's board on Monday. He will also be the vice chair of Salesforce's board, effective immediately, the company said. Salesforce, a bellwether in the Customer Relationship Management...

Salesforce.com Inc raised its full-year forecast for revenue as well as profit, and reported quarterly revenue that beat analysts' estimates, following increased demand for its cloud-based software due to a pandemic-led shift to remote work. The company's shares rose 5.4% to $238 on Thursday in extended trading. Online software providers are reaping the benefits as many companies are continuing with the option of remote work even as vaccination rates rise in some countries like the United States. Salesforce agreed to buy Slack...