- 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.
Sponsored by SAS Institute Inc. - By using the SAS Marketing Automation solution, Hana Tour Group could launch more effective campaigns and see clear results from its customized marketing. See More
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 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 SAS Institute Inc. - You’re getting started with a big data analytics project on Hadoop and are impressed by the cost savings on storage compared with your data warehouse. You’ve read that TrueCar, a company that collects vast volumes of car price data for its online car-buying business, has cut its monthly data storage cost from $19/GB to $0.23/GB. So you’re wondering, should you consider moving all your business intelligence efforts to Hadoop? See More
- 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.
- 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.