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Tips for enhancing a contact center management strategy

Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert.

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Salesforce Lightning upgrade revealed

The Salesforce Lightning platform plans for 2016 spell big changes to the way users interact with CRM systems -- and it may encroach on Salesforce's partner ecosystem.

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A look at the Salesforce PaaS offerings journey

Salesforce has announced its vision for a single app development platform. But as more PaaS offerings launch, meeting that goal isn't likely in the immediate future.

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Can Salesforce Community Cloud stir enterprise collaboration?

Can Salesforce Community Cloud succeed in enterprise social networking where the competition has failed?

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CRM / Call Center Basics

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    account-based marketing (ABM)

    Account-based marketing (ABM) is a marketing approach that aims for greater efficiency and higher revenue by targeting high-value accounts rather than a broader pool of leads.

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    customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

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    Tools for better omnichannel customer service

    Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information.

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