Week of 31 Mar 2014 From good to great: Kawasaki's art of enchantment (03 Apr 2014)
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment.
Panel: Customer experience analytics points to process problems (SearchBusinessAnalytics.com | 31 Mar 2014)
Analyzing feedback on customer experiences can help companies ensure they treat customers like royalty, said participants in a panel discussion.
Week of 17 Mar 2014 Who owns social customer service: Contact centers or social teams? (21 Mar 2014)
Do contact center agents have the right skills to handle social customer service or not?
Close the deal on using CRM analysis to boost customer knowledge (SearchBusinessAnalytics.com | 18 Mar 2014)
Customer relationship analysis holds the key to improved marketing and customer engagement. But it starts with having the right tools and skills.
Week of 10 Mar 2014 Are companies tone-deaf about social media customer service? (12 Mar 2014)
Customers want customer service wherever they are -- whatever the channel. But many businesses still don't get social media for customer service.
Week of 03 Mar 2014 Why multichannel customer service is the new mandate (07 Mar 2014)
Companies have to serve customers where they are. Multichannel customer service is the new mandate for business.
Social CRM tools ready for prime time (05 Mar 2014)
Social CRM tools have hit the mainstream. Companies that don't monitor what customers and competition are saying about them could get left behind.
Week of 10 Feb 2014 Avaya IP Office includes contact center: CRM news (10 Feb 2014)
Avaya IP Office has a new release, 8x8 is improving virtual contact center offerings, and InTouch has new offerings for CRM pros.
Week of 03 Feb 2014 A sneak peek for CRM applications and more (03 Feb 2014)
CRM professionals can look forward to new applications hitting the market and redefining the very meaning of the word 'customer,' says Alan Earls.
Week of 06 Jan 2014 Predicting the future of CRM in 2014 and beyond (06 Jan 2014)
Big changes are afoot in the CRM market. This article explores the trends that will reshape the future of CRM, say experts.
Executing a successful social business platform launch (10 Jan 2014)
Implementing a successful social business platform can be beneficial for companies, but where to start?
A contact center infrastructure provider secures a patent, and other news from the CRM market.
Top CRM Story
Convergence attendees rethink CRM initiatives for the modern era SearchCRM.com | 21 Mar 2013
Business people attending the Microsoft Dynamics Convergence conference talk about the difficulties and rewards associated with CRM initiatives.