• April 19, 2011 19 Apr'11

    Long-term strategies for improving self-service success

    If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column.

  • April 11, 2011 11 Apr'11

    Corporate-wide customer analytics strategy doesn’t start with data, tools

    Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner.

  • April 06, 2011 06 Apr'11

    Finding the ROI in contact center self-service initiatives

    Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.

  • March 31, 2011 31 Mar'11

    Gartner: Social, mobile and analytics to push CRM through 2015

    Rapid changes in mobile and social computing and the data explosion are challenges for customer relationships. Gartner predicts how they will affect the market through 2015.

  • March 24, 2011 24 Mar'11

    Column: Lead management increasingly leading to growth

    Denis Pombriant explains why he expects lead management to become a major part of companies’ CRM plans in the next four years.

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  • March 22, 2011 22 Mar'11

    PCI DSS offers call center PCI compliance tips

    The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.

  • March 16, 2011 16 Mar'11

    Self-service success rates plummeting, but why?

    The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column.

  • March 15, 2011 15 Mar'11

    SAP CRM initiative starts with measuring the customer experience

    A CRM initiative that spanned several years for one manufacturer started with a comprehensive assessment of the customer experience and continues with an “innovation team.”

  • March 02, 2011 02 Mar'11

    SAP takes another shot at CRM on-demand

    SAP is releasing a new CRM application and says this one will focus on sales users, not management and can succeed where its predecessor failed in replacing in its install base.

  • February 21, 2011 21 Feb'11

    Column: Video -- the front-office star turn

    Some CRM vendors have quantified their return on online videos and are using it effectively as a sales tool. It’s something others can learn from, according to Denis Pombriant.

  • February 17, 2011 17 Feb'11

    Game maker's social media customer service strategy taps self-service, marketing

    The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels.

  • February 15, 2011 15 Feb'11

    2011 customer service trends: The mobile revolution

    The TSIA’s John Ragsdale digs into one of the biggest trends in customer service in the coming year -- mobile enablement -- with advice and some historical perspective.

  • February 10, 2011 10 Feb'11

    Mobile sales strategies mean more than just mobile CRM software

    Creative companies are making broader use of smartphones than just email, phone and mobile CRM software, finding uses for GPS, cameras and other mobile applications.

  • February 03, 2011 03 Feb'11

    When will CRM join the analytics revolution?

    Companies have launched successful analytics programs in areas like fraud detection and drug development, but when will analytics become pervasive in CRM systems? The time is coming, says Denis Pombriant.

  • February 03, 2011 03 Feb'11

    Companies looking ahead to customer service technology investments

    Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.