- July 08, 2010
Much of the hard work of a CRM implementation is ironing out the sales processes before selecting SFA software, say experts and end users.
- July 01, 2010
SaaS vendors' claims don't always stand up. Gartner analysts took a closer look at some myths at the recent Customer 360 Summit.
- June 29, 2010
The renamed Customer 360 Summit, Gartner revealed its analysis of CRM's past and how that history is affecting the present CRM market, plus its predictions of CRM’s future.
- June 24, 2010
Once again, SAP and Siebel top the ranks of CRM vendors, but competitors are closing in quickly, meaning that buyers need to be even more careful with purchasing decisions.
- June 22, 2010
Stop getting caught up in measuring contact center metrics and concentrate on what’s important: customer satisfaction.
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
- June 11, 2010
With the world's attention turning to South Africa for the World Cup, the call center for the country's tourism board had to ramp up operations fast.
- June 10, 2010
Call recording and performance management vendor NICE said today that it will acquire eglue for $29 million.
- June 01, 2010
With SAP's acquisition of Sybase and RightNow's new mobile capabilities, mobile CRM is taking off. Some early adopters are optimistic.
- May 28, 2010
Get advice and tips on quality monitoring of calls and learn more about analyzing the monitoring data from Deelee Freeman of The Call Center School.
- May 27, 2010
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.
- May 20, 2010
At SAP's Sapphire conference, Sony Canada's CIO explained how the net promoter score helped his business improve the customer experience.
- May 19, 2010
Microsoft has sued its CRM competitor for nine patent infringements.
- May 11, 2010
Social networks and the expanded use of CRM are bringing engineers and product development people into contact with customers. Is that a good thing, and is it worth it?
- May 06, 2010
Gartner has released its Magic Quadrant for customer service contact centers but finds that no single vendor has it all.
- May 03, 2010
Many social CRM projects are justified by "soft" returns, and while those add benefits to the bottom line, a social CRM project can provide plenty of hard ROI figures.