- January 21, 2010
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
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
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
: 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
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.
Sponsored by SAS Institute Inc. - By using the SAS Marketing Automation solution, Hana Tour Group could launch more effective campaigns and see clear results from its customized marketing. See More
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Sponsored by SAS Institute Inc. - 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
- December 30, 2009
Nominate your favorite product today for SearchCRM.com's 2009 Products of the Year Award. Learn all the details here.
- December 28, 2009
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
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
Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.
- December 01, 2009
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
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
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
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
Microsoft has updated its SaaS CRM application and is offering six months free for Salesforce.com and Oracle CRM On Demand customers.
- November 03, 2009
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.