- March 04, 2010
Are all the elements of social media and CRM so new? No, says columnist Allen Bonde. He suggests three questions to ask when looking at the past.
- March 02, 2010
SAP and Sybase have released SAP CRM to the iPhone and Windows Mobile devices. This brings to an end SAP's collaboration with RIM for the BlackBerry.
- March 01, 2010
Companies are learning how effective social media can be for sales and customer service. Columnist Denis Pombriant muses on what this means for the future of social CRM.
- February 18, 2010
2010 may be another rough year for sales, according to CSO Insights, Inc’s annual survey. But the findings show that focusing on CRM and other technology can help cut costs and has measurable results.
- February 17, 2010
In this podcast, analyst Natalie L. Petouhoff offers listeners advice on improving customer interactions, the best ways to use social media for customer service and best practice tips for learning more about your customers.
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
- February 16, 2010
CRM buyers are demanding more from their vendors. SaaS is making it easier for the vendors to show off their wares and customization abilities.
- February 11, 2010
Forrester's latest customer experience index is out, and Barnes & Noble, Marriott and firms in retail and hospitality got good news. It may mean future profits.
- February 09, 2010
Some companies are diving headfirst into social CRM initiatives, but as with traditional CRM, they need to be sure to address the data.
- January 27, 2010
Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.
- January 21, 2010
How can you use marketing automation software rather than face time to close more deals? Columnist Denis Pombriant explains how marketing on-demand technology could change the industry.
- January 21, 2010
Bringing unified communications into the contact center remains more an idea than a reality, and some believe that the combined Avaya-Nortel won't change that dramatically.
- January 18, 2010
Like many in the CRM market, SAP is seeking to tie emerging social media networks into its CRM software. In this video demonstration, SAP shows off its Twitter integration.
- January 12, 2010
IBM recently rolled out a Voice of the Customer program to help companies analyze customer data, but outsourced analytics isn't right for everyone, according to some analysts.
- January 12, 2010
: IBM recently rolled out a Voice of the Customer program to help companies analyze customer data, but outsourced analytics isn't right for everyone, according to some analysts.
- January 04, 2010
A revamped ACD and a new voice portal system, along with doctors and nurses dedicating time to take patient calls, have improved care and customer satisfaction for a Northwest care provider.