- 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.
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 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 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 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
- March 15, 2010
Pegasystems has reached an agreement to buy Chordiant for $161 million, bringing BPM together with CRM, customer experience and analytics.
- March 12, 2010
Four years after it was acquired by RightNow and two years since revamping its strategy, Salesnet is returning to the market for SaaS SFA software.
- 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.
- 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.