- March 29, 2012
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- March 29, 2012
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.
- March 28, 2012
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.
- March 23, 2012
Gartner analyst Chris Fletcher explains where companies should be focusing their lead management efforts.
- March 22, 2012
Highly personalized relationships with customers were recommended by Gartner at the research group’s annual Customer 360 Summit.
Sponsored by IBM - B2B value chains have always been complicated webs of different data types and standards. During the past few years, however, complexity has increased dramatically, with staggering levels of data growth and the deployment of innovative new IT initiatives, such as cloud computing, the Internet of Things (IoT), social media and big data analytics. See More
Sponsored by IBM - This is a critical time in the evolution of business-to-business integration. Companies are becoming much more reliant on digital technologies for day-to-day business activities. IDC says digital transformation is changing the way enterprises operate and reshaping the global economy. See More
Sponsored by IBM - File transfer is one of the vital functions of B2B collaboration. Organizations require safe, secure and compliant file transfer in order to drive revenue, satisfy customer requirements and enable effective collaboration across the entire B2B value chain. See More
Sponsored by IBM - Reducing complexity in managing business-to-business integration is one of the primary challenges for IT teams. With the growth of the Internet of Things (IoT), social networking and big data analytics, the need to simplify partner interactions and automate processes is becoming more critical than ever. By simplifying B2B collaboration, IT can reduce costs, enhance partner and customer experiences, and leverage real-time visibility and analytics to drive business innovation. See More
- March 20, 2012
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference.
- March 07, 2012
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver.
- March 05, 2012
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center.
- March 02, 2012
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast.
- February 27, 2012
Better technology and consumers eager to avoid phone calls are increasing the use of virtual agents for customer service, but one pioneer is adding them to online sales as well.
- February 09, 2012
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say.
- February 09, 2012
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM.
- February 06, 2012
Microsoft next release of Dynamics CRM includes a new mobile module, offering native support for most mobile devices. It also adds new social, compliance and reporting features.
- February 02, 2012
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings.
- January 24, 2012
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products.