• August 17, 2011 17 Aug'11

    Oracle-InQuira deal raises concerns about the future of KM

    Columnist John Ragsdale discusses the KM-related ramifications of Oracle's InQuira acquisition and the growing importance of enterprise search.

  • August 16, 2011 16 Aug'11

    Companies need to nail down chief customer officer role

    Companies must precisely define role for chief customer officers to ensure success.

  • August 09, 2011 09 Aug'11

    Nicor manages customer experience from the inside out

    Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.

  • August 03, 2011 03 Aug'11

    Outsourcing analytics has pros, cons for customers

    Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else.

  • August 01, 2011 01 Aug'11

    Gartner Magic Quadrant reveals fragmented social CRM market

    Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.

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  • July 28, 2011 28 Jul'11

    Oracle hopes to improve CRM offerings with InQuira buy

    Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.

  • July 28, 2011 28 Jul'11

    Call center video best practices FAQ

    Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.

  • July 26, 2011 26 Jul'11

    8 contact center best practices

    These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible.

  • July 25, 2011 25 Jul'11

    Companies craft better customer service with video

    Companies are using video to transform contact centers and give customers more accessible and higher-quality service.

  • July 19, 2011 19 Jul'11

    Call centers move from cost to profit: Evolution (almost) complete

    The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.

  • July 18, 2011 18 Jul'11

    When is the right time to overhaul contact center technology?

    When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.

  • July 14, 2011 14 Jul'11

    Microsoft sketches out social plan for Dynamics CRM Online

    Microsoft is set to deliver a social collaboration tool for Dynamics CRM customers by year’s end intended to help users set up and manage teams organized around products or projects.

  • July 13, 2011 13 Jul'11

    Can a contact center play pivotal role in enterprise CRM strategy?

    On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.

  • July 11, 2011 11 Jul'11

    Red Cross boosts donor relationships with new CRM system

    The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.

  • July 07, 2011 07 Jul'11

    CRM metrics video series

    CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.