• 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.

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  • 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.

  • December 01, 2009 01 Dec'09

    Customer service strategy more important in emerging markets

    A recent Accenture survey found that consumers in emerging markets are more likely to switch vendors because of poor customer service and more likely to share their experiences.

  • November 25, 2009 25 Nov'09

    Understanding customer expectations

    What's the best way to turn potential customers into actual customers? Consultant Martha Rogers gives advice on building customer loyalty and using social media and social CRM.

  • November 12, 2009 12 Nov'09

    SaaS CRM or CRM in the cloud: Sage and Consona add to the dilemma

    Sage and Consona are both offering cloud-based CRM software "in the cloud" running on Amazon's infrastructure, but there are differences between this and the SaaS model.

  • November 10, 2009 10 Nov'09

    Social media and CRM -- The marketing perspective

    In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.