- March 03, 2014
Customer support software exploits community forums to address customer support issues in a low-cost way.
- February 10, 2014
Avaya IP Office has a new release, 8x8 is improving virtual contact center offerings, and InTouch has new offerings for CRM pros.
- February 07, 2014
Here's why a lack of CRM system integration with other corporate data can be the difference between success and failure of an IT project.
- February 03, 2014
CRM professionals can look forward to new applications hitting the market and redefining the very meaning of the word 'customer,' says Alan Earls.
- January 14, 2014
ICMI's Sarah Stealey Reed offers her insights about CRM trends in 2014, including emerging channels and the importance of getting the right data.
Sponsored by SAS Institute Inc. - 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
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
Sponsored by SAS Institute Inc. - 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
- January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
- December 24, 2013
Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.
- December 06, 2013
The year is almost over, so it's time to look back and reflect on what mattered to the CRM industry in 2013 -- and look ahead to the future.
- November 21, 2013
The CFO of a social media startup talks about his excitement regarding marketing analytics and cloud marketing after a keynote at Dreamforce 13.
- November 04, 2013
The secret to modern multichannel CRM is engaging customers when they want it, how they want it. Read this tip by Brent Leary to learn more.
- October 01, 2013
Despite controversy, outsourcing isn't going away -- in fact, some say conditions are just right for growth. Watch this brief webcast to learn more.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- August 20, 2013
Consultant Dayna Steele explains how effective CRM and being a rock star have a lot in common.
- July 16, 2013
SearchCRM's Lena Weiner looks to an episode of Gordon Ramsey's Kitchen Nightmares for some key examples of mistakes to avoid when launching a social CRM initiative.
- June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.