- 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.
- 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.
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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
- 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.
- 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.