The Latest in Customer Relationship Management

Baburajan as well broke the news that business analyst and market innovation firm Gartner has included KANA Software, which provides software solutions for Service Experience Management, as a Leader in its 2011 Magic Quadrant for CRM Web Customer Service.

In other news, Salesforce has completed the acquisition of Assistly, a provider of built-in social capabilities on a help desk solution for the cloud –a move that will help Salesforce improve customer service strategies in the cloud. By merging Salesforce’s leading cloud computing solutions for the enterprise with Assistly’s instant customer service help desk applications, Salesforce will be able to extend its Service Cloud reach to millions of small and medium-sized businesses.