- August 26, 2010
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.
- August 13, 2010
Big Blue is digging deeper into the CRM market with the acquisition of Unica for $480 million, building on its Coremetrics and Sterling Commerce deals.
- August 10, 2010
One furniture maker is rolling out the iPad with its delivery team, to improve the customer experience, go paperless and create efficiencies.
- August 03, 2010
Running an effective customer self-service program means providing consistency across all customer touch-points.
- August 03, 2010
Self-service doesn't mean hands-off. Successful self-service and social CRM efforts require committed employees to manage, monitor and develop content.
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Sponsored by SAS Institute Inc. - You want to get started with a big data project at your company, but you're unfamiliar with Hadoop and you're unsure your project will deliver value. Relax. Many organizations are struggling to implement Hadoop for a variety of reasons. In "The Current State of Hadoop in the Enterprise," by the International Institute for Analytics and sponsored by SAS, you'll find a handy list of five steps to maximize the value of a Hadoop big data project for your organization. See More
- August 03, 2010
When launching a customer self-service CRM initiative, it's important to avoid these five common pitfalls.
- July 29, 2010
Self-service software encompasses a wide range of technologies. Finding the right system to serve your needs -- and your customers' -- demands careful consideration.
- July 21, 2010
Some email marketing and email service skills translate well to social CRM efforts --but not all, experts warn.
- July 20, 2010
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
- July 16, 2010
It's not always easy to integrate CRM with other applications, but Jill Dyche says it's worth it. Learn more from this podcast on CRM integration.
- July 15, 2010
In this short software demonstration, Sword Ciboodle shows off its new Crowd application for social CRM and how it integrates with its contact center software.
- 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.