• March 04, 2010 04 Mar'10

    Successful social CRM looks back to get ahead

    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 02 Mar'10

    SAP and Sybase come through on mobile CRM for iPhone, Windows Mobile

    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 01 Mar'10

    Using social CRM for sales, customer service analytics

    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 18 Feb'10

    CSO survey predicts tough year, but cost-cutting found in CRM technologies

    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 17 Feb'10

    Improving and Managing Your Customer Interactions

    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.

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  • February 16, 2010 16 Feb'10

    CRM demos, customization key demands for buyers pre-purchase

    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 11 Feb'10

    Customer experience rankings show bottom-line benefit

    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 09 Feb'10

    Social CRM customer data management can be the hard part

    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 27 Jan'10

    10 steps to a practical social media business strategy

    Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.

  • January 21, 2010 21 Jan'10

    How on-demand technology is changing marketing

    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 21 Jan'10

    Avaya-Nortel roadmap shows no clear path to UC in the contact center

    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 18 Jan'10

    SAP demos new Twitter integration

    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 12 Jan'10

    When should you outsource customer analytics?

    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 12 Jan'10

    When should you outsource customer analytics?2

    : 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 04 Jan'10

    Doctors taking calls drive improved first call resolution at health cooperative

    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.