- August 17, 2011
Columnist John Ragsdale discusses the KM-related ramifications of Oracle's InQuira acquisition and the growing importance of enterprise search.
- August 16, 2011
Companies must precisely define role for chief customer officers to ensure success.
- August 09, 2011
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.
- August 03, 2011
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
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.
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- July 28, 2011
Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.
- July 28, 2011
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
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
Companies are using video to transform contact centers and give customers more accessible and higher-quality service.
- July 19, 2011
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
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
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
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- July 11, 2011
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
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.