- November 21, 2011
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.
- November 10, 2011
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice.
- November 08, 2011
Industry consultant and CRM Idol judge Denis Pombriant shares his thoughts on the evaluation process that picked the top new CRM applications in the market.
- November 07, 2011
Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs.
- November 03, 2011
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.
Sponsored by SAS Institute Inc. - With streaming analytics you can solve business problems in new ways and seize new revenue opportunities. You can reduce costs and increase efficiency while improving the safety of employees and the security of assets and intellectual property. See More
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Sponsored by SAS Institute Inc. - You’re getting started with a big data analytics project on Hadoop and are impressed by the cost savings on storage compared with your data warehouse. You’ve read that TrueCar, a company that collects vast volumes of car price data for its online car-buying business, has cut its monthly data storage cost from $19/GB to $0.23/GB. So you’re wondering, should you consider moving all your business intelligence efforts to Hadoop? See More
Sponsored by SAS Institute Inc. - You want to get started with a big data project at your company, but you're unfamiliar with Hadoop and you're unsure your project will deliver value. Relax. Many organizations are struggling to implement Hadoop for a variety of reasons. In "The Current State of Hadoop in the Enterprise," by the International Institute for Analytics and sponsored by SAS, you'll find a handy list of five steps to maximize the value of a Hadoop big data project for your organization. See More
- October 31, 2011
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did.
- October 26, 2011
While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge.
- October 25, 2011
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold.
- October 17, 2011
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.
- October 12, 2011
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement.
- October 11, 2011
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.
- October 06, 2011
A handful of members of Oracle's Early Adopter Program for Fusion CRM relayed their experience with the company's new platform.
- October 04, 2011
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues.
- September 28, 2011
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.
- September 27, 2011
Salesforce.com may have focused on the social enterprise at Dreamforce, but its cloud-based programming tools are grabbing customer’s attention, too.