• 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.

  • January 28, 2011 28 Jan'11

    PCI compliance in the call center a headache for many

    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 27 Jan'11

    CRM in financial services: Strategies for action

    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 25 Jan'11

    Financial industry must improve online services to satisfy customer expectations

    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.

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  • January 19, 2011 19 Jan'11

    RightNow to acquire natural language search firm

    Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates.

  • January 17, 2011 17 Jan'11

    Microsoft takes Dynamics CRM Online global

    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 17 Jan'11

    CRM in financial services: The rise of the customer

    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 13 Jan'11

    Rapid adoption of social service overlooks critical infrastructure

    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 10 Jan'11

    Gartner Magic Quadrant for contact center WFO shifts to infrastructure

    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 05 Jan'11

    The top CRM stories of 2010

    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 03 Jan'11

    CRM expert predictions for 2011 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 23 Dec'10

    Column: Tipping point -- B2B video is going mainstream

    Denis Pombriant explains how video can help marketers -- and who in the CRM industry is doing it well.

  • December 16, 2010 16 Dec'10

    Customer service in 2011 driven by adoption of cloud, communities and mobility

    John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them.

  • December 08, 2010 08 Dec'10 to acquire Ruby development platform in Heroku

    Heroku provide developers a Cloud-based platform for developing applications on the Ruby development language.