- 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.
- September 22, 2011
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts.
- September 15, 2011
Using CRM analytics is a popular trend, but it’s important to make a solid business case for bringing it into a CRM environment. Learn what to expect from CRM analytics and how to develop a business plan for integrating the data.
- September 06, 2011
See how American Express and Dell turned around their customer satisfaction ratings by applying customer experience management (CEM) principles.
Sponsored by SAS Institute Inc. - By using the SAS Marketing Automation solution, Hana Tour Group could launch more effective campaigns and see clear results from its customized marketing. See More
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 SolidFire - When a host server fails to deliver a sufficient level of IOPS, the solution is often to invest in solid-state storage. As many organizations have discovered, however, solid-state storage is a costly solution that may only temporarily correct the problem. Like any other storage technology, there is a limit to the number of IOPS that solid-state storage can deliver, and it is often only a matter of time before this limit is reached and the performance problems return. See More
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
- September 01, 2011
Salesforce.com gave Chatter the official nod by creating a social enterprise strategy with this collaboration tool as its centerpiece.
- August 30, 2011
Forrester Research has released a best practices plan for companies trying to get control over their mobile CRM deployments.
- August 23, 2011
The cloud CRM vs. on-premises CRM platform debate, once forefront for many buyers, is taking a back seat to more pressing business drivers as users chart their own courses.
- 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.
- 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.