• 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.

  • 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.

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  • 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.

  • December 30, 2009 30 Dec'09's 2009 Products of the Year Award

    Nominate your favorite product today for's 2009 Products of the Year Award. Learn all the details here.

  • December 28, 2009 28 Dec'09

    Expert CRM predictions for 2010

    The next year promises big changes and big opportunities in the CRM market, from sales in the contact center to social media marketing and social media hype, according to industry experts.

  • December 17, 2009 17 Dec'09

    CRM sustainability in a post-recession economy

    Sustainability will be the next big issue for CRM, according to columnist Denis Pombriant. Find out what it means in a post-recession economy.

  • December 14, 2009 14 Dec'09

    The five dimensions of a social media persona

    Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.