- 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.
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- 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.
- May 03, 2010
While some of the benefits of embarking on a social media initiative tied to CRM may be "understood," the business case still needs to be laid out carefully.
- April 29, 2010
There's more than one way to use Twitter as a vehicle for social CRM and customer service. Columnist Allen Bonde outlines three use cases.
- April 27, 2010
At Convergence, Microsoft gave a high-level view of its CRM strategy, including ripping out Siebel internally, and previewed some features in the next release.
- April 26, 2010
Microsoft is adding three languages and four accelerators to its online CRM product and will offer it in 32 countries next month.
- April 26, 2010
Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend.
- April 22, 2010
Facing an existing BI system as competition, objections from some executives and myriad spreadsheets, McKesson still successfully rolled out OBIEE for Siebel.
- April 16, 2010
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.