• 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.

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  • 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.

  • November 04, 2009 04 Nov'09

    Microsoft targets, Oracle with free CRM promotion

    Microsoft has updated its SaaS CRM application and is offering six months free for and Oracle CRM On Demand customers.

  • November 03, 2009 03 Nov'09

    Customer privacy's not as big as trust -- trust me

    As the recent Facebook snafus have shown, keeping customer information private is not a given. What's key, columnist Paul Greenberg says, is mutual value -- and trust.

  • October 29, 2009 29 Oct'09

    Five low-cost contact center infrastructure projects recommended by Gartner

    Contact center budgets have been tight, but there are some low-cost infrastructure projects, according to Gartner. The key is to be prepared when money is available.

  • October 27, 2009 27 Oct'09

    Microsoft’s CRM Online software to go international

    Microsoft said its Dynamics CRM Online software will be released in all major international markets next year. It also plans to update the on-demand product next month.

  • October 20, 2009 20 Oct'09

    Siemens’ long journey to CRM: Custom to SAP to Oracle and more

    At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize.

  • October 13, 2009 13 Oct'09

    Benioff plays nice with Oracle at OpenWorld

    Marc Benioff, who invested heavily in a booth and an appearance at Oracle's OpenWorld, claimed companies can deploy Oracle and together.

  • October 13, 2009 13 Oct'09

    Oracle's CRM roadmap includes running Siebel in Outlook, social CRM

    Oracle executives outlined the company's plans for CRM in the coming year, including a REST API, running Siebel in Outlook out of the box and social data mining.