- 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.
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
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
- 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.
- April 15, 2010
There are myriad free or low-cost software options out there for social CRM initiatives; but beware -- you may get what you pay for.
- April 12, 2010
SugarCRM has released a new version of Sugar 6. Clint Oram, co-founder and vice president of products, shows off the new user interface.
- March 31, 2010
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.
- March 30, 2010
The market for workforce management software in the contact center saw double-digit growth last year, but the technology still needs work, according to one expert.
- March 22, 2010
Even for one of the biggest social networks, integrating communities with customer service and CRM poses challenges.
- March 18, 2010
IBM is focusing on predictive analytics; and now, so is Accenture with SAS. Much of the interest is in CRM analytics, but experts say companies needn't go to outside tools.