• 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.

  • Sponsored News

    • Discovering the Business Value of Streaming Analytics

      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

    • Three Use Cases for Interactive Data Discovery and Predictive Analytics

      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

    • Better Together: Hadoop and Your Enterprise Data Warehouse

      You’re getting started with a big data analytics project on Hadoop and are impressed by the cost savings on storage compared with your data warehouse. You’ve read that TrueCar, a company that collects vast volumes of car price data for its online car-buying business, has cut its monthly data storage cost from $19/GB to $0.23/GB. So you’re wondering, should you consider moving all your business intelligence efforts to Hadoop? See More

    • Five Steps to Maximizing the Value of Hadoop

      You want to get started with a big data project at your company, but you're unfamiliar with Hadoop and you're unsure your project will deliver value. Relax. Many organizations are struggling to implement Hadoop for a variety of reasons. In "The Current State of Hadoop in the Enterprise," by the International Institute for Analytics and sponsored by SAS, you'll find a handy list of five steps to maximize the value of a Hadoop big data project for your organization. See More

    View All Sponsored News
  • 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.

  • 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 28, 2009 28 Oct'09

    ERP customer relationship management guide

    ERP CRM modules can help manufacturers with customer MDM across the enterprise, including sales, marketing and services. Discover the features of CRM software in the ERP customer relationship management guide.