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Call center agents’ behavior should be focus
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
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Health care reform catalyst for customer service
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers
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Mobile CRM apps connect smartphones, contact centers
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers.
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IBM’s plans are in Tealeaf with purchase of CEM firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.
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Contact centers improve service with empowered agents
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.
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Conference Coverage
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Retailer personalizes its service with mobile CRM
Harry Rosen, a high-end clothing retailer, won a Gartner’s CRM award for the way it uses mobile CRM in its stores, running CRM on smartphones and tablets.
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Mega-Guide
Business applications cloud computing mega-guide
Learn about cloud computing with business applications, including SaaS, IaaS and PaaS, plus cloud storage, grid computing, cloud hosting, and private cloud.
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UI Guide
User interfaces: Mobile CRM applications
Ensuring a successful CRM implementation requires a user-friendly, navigable user interface (UI). Compare the major vendor’s mobile UIs here.
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New social CRM review site may pose a threat to industry analysts
A new Web service that allows users to analyze social CRM products and companies has garnered some attention for what it could do to Gartner Research Inc. Ombud is still in beta form, but registered users can already submit reviews, statistics and more about anything and everything in the social CRM field...
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EXPERT TIPS
Three steps to maximize CRM functionality for small businesses
Find out why many smaller organizations don't make the most of their CRM investment, and learn about the challenges they face in utilizing CRM and how they can overcome those challenges.
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TOP CONTENT
Sales can’t thrive on CRM tools alone
Sales teams need dynamic processes as much as CRM tools to boost win rates. A recent survey from CSO Insights offers intriguing benchmarking data.