- January 28, 2011
PCI compliance is often left to security or compliance professionals, but call center staff and management need to be familiar with PCI DSS as well.
- January 27, 2011
Financial services firms face unique challenges in managing their customer relationships, but a new wave of technology and best practices are helping to guide the way.
- January 25, 2011
The recession and the emergence of social networks, mobile-enabled applications and Web self-service have created a new type of customer for all, and financial services in particular need to find ways to serve them.
- January 19, 2011
Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates.
- January 17, 2011
Microsoft today is releasing its Dynamics CRM Online product to 40 nations, ushering in a new release schedule where the on-demand application gets the upgrade before the on-premises version.
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 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
Sponsored by IBM - File transfer is one of the vital functions of B2B collaboration. Organizations require safe, secure and compliant file transfer in order to drive revenue, satisfy customer requirements and enable effective collaboration across the entire B2B value chain. See More
Sponsored by IBM - Reducing complexity in managing business-to-business integration is one of the primary challenges for IT teams. With the growth of the Internet of Things (IoT), social networking and big data analytics, the need to simplify partner interactions and automate processes is becoming more critical than ever. By simplifying B2B collaboration, IT can reduce costs, enhance partner and customer experiences, and leverage real-time visibility and analytics to drive business innovation. See More
- January 17, 2011
Financial services customers are more demanding than ever, and serving them requires firms to think carefully about segmentation and the cross-channel customer experience.
- January 13, 2011
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column.
- January 10, 2011
There's a limited number of WFO players in the latest Magic Quadrant, but be prepared for a wave of infrastructure vendors to enter the market, according to Gartner.
- January 05, 2011
From Fusion Applications to database vendors entering the CRM market, plenty happened in CRM in 2010, but was it the year of the CRM buyer?
- January 03, 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on.
- December 23, 2010
Denis Pombriant explains how video can help marketers -- and who in the CRM industry is doing it well.
- December 16, 2010
John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them.
- December 08, 2010
Heroku provide developers a Cloud-based platform for developing applications on the Ruby development language.
- December 02, 2010
The way organizations consume and operate CRM systems has changed as the technology has grown to encompass more and more processes. That means viewing the market differently.
- December 02, 2010
Companies left with multiple CRM systems thanks to mergers, acquisitions and more can find big savings through CRM software consolidation.