- June 23, 2011
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 20, 2011
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- June 16, 2011
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them.
- June 15, 2011
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers.
- June 14, 2011
Is it time to give up the spreadsheet? New sales performance management software is giving managers tools to better forecast sales.
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
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 SAS Institute Inc. - Interactive data discovery and predictive analytics technologies allow business users and analysts to identify important trends and relationships in data sets and drill down into questions from any angle. They also allow business users to collaborate with specialists to create, refine and select the best predictive models. See More
Sponsored by IBM - This is a critical time in the evolution of business-to-business integration. Companies are becoming much more reliant on digital technologies for day-to-day business activities. IDC says digital transformation is changing the way enterprises operate and reshaping the global economy. See More
- June 09, 2011
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.
- June 06, 2011
By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing.
- June 03, 2011
Salesforce.com is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.
- June 01, 2011
The growth of sales automation tools and virtual shopping are creating a brave new sales world.
- May 26, 2011
An online news source in the independent film industry gives a lead role to email in its marketing strategy and found it delivers a clear advantage over social channels with the measurable results it provides.
- May 25, 2011
TSIA’s John Ragsdale examines where companies will be putting the CRM dollars this year and what is driving these purchases.
- May 18, 2011
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results.
- May 17, 2011
General Mills rolled out iPad access to its SAP CRM system for 200 sales reps and saw success as well as challenges with data sync and upgrades.
- May 16, 2011
Best Buy discovers an in-house designed and simple customer feedback software application is playing an increasingly important role in its corporate customer insights initiatives.
- May 12, 2011
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center.