- March 02, 2011
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 Salesforce.com in its install base.
- February 21, 2011
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
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
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
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.
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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
- February 03, 2011
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
Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.
- 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.
- 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.