- 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.
- 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.
Sponsored by SAS Institute Inc. - With streaming analytics you can solve business problems in new ways and seize new revenue opportunities. You can reduce costs and increase efficiency while improving the safety of employees and the security of assets and intellectual property. See More
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 SAS Institute Inc. - Interactive data discovery and predictive analytics technologies allow business users and analysts to identify important trends and relationships in data sets and drill down into questions from any angle. They also allow business users to collaborate with specialists to create, refine and select the best predictive models. 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
- 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.
- June 22, 2010
Stop getting caught up in measuring contact center metrics and concentrate on what’s important: customer satisfaction.
- 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.