CRM News Archive |
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| 10 Jun 2008 |
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SaaS CRM integration: Is it still a deal killer?
Integration has always been a question mark with on-demand CRM applications, but third-party vendors, robust APIs and SOA are beginning to provide an answer. |
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| 04 Jun 2008 |
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Jigsaw offers corporate data free of charge, partners with SaaS CRM
Seeking to take on Hoovers, the user-generated contact database Jigsaw is offering corporate data free of charge and partnering with on-demand CRM vendors. |
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| 03 Jun 2008 |
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Chief customer officers need patience, energy
Chief customer officers require a specific skill set that demands communication, energy and patience, according to Forrester Research. |
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| 29 May 2008 |
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Successful workforce management initiative depends on educating contact center agents
Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step. |
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| 28 May 2008 |
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Mobile middleware vendors are a strong alternative to high-profile partnerships like RIM and SAP
(SearchMobileComputing.com)
Even as RIM focuses on encouraging more third-party BlackBerry development, middleware specialists still play an important enterprise role. |
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| 27 May 2008 |
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CRM in the contact center sees little progress
A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies. |
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| 21 May 2008 |
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Web 2.0 firm buys CRM vendor Talisma
nGenera, a social networking and collaboration tool vendor, has acquired Talisma and its customer service suite. |
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| 20 May 2008 |
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End-user experience management drives Siebel CRM success at BT
Seeing exactly how users are interacting with the Siebel application is helping BT optimize its systems and workforce management. |
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| 15 May 2008 |
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Indian contact center management practices detailed in report
Best practices for India-based contact centers include creating a clear career path, treating managers as coaches, and keeping agents connected to the corporate office. |
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| 08 May 2008 |
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Web 2.0, multichannel tools found lacking in latest Gartner customer service rankings
Little has changed since Gartner last ranked CRM for customer-service contact centers. CRM vendors need to adapt to the changing customer service environment, Gartner warns. |
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