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CRM's legacy of failure lives on
The HP's $460 million settlement with BSkyB, points to a long history of CRM disasters. What have we learned? Blog
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Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure. News
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Are engineers the next wave of CRM users?
Social networks and the expanded use of CRM are bringing engineers and product development people into contact with customers. Is that a good thing, and is it worth it? News
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Social CRM demands a solid business case
While some of the benefits of embarking on a social media initiative tied to CRM may be "understood," the business case still needs to be laid out carefully. News
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Rimini Street fires back, countersues Oracle over third-party support
Rimini Street has filed a countersuit against Oracle, calling Oracle's practices "anticompetitive." News
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Successful social CRM looks back to get ahead
Are all the elements of social media and CRM so new? No, says columnist Allen Bonde. He suggests three questions to ask when looking at the past. Column
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Customer experience rankings show bottom-line benefit
Forrester's latest customer experience index is out, and Barnes & Noble, Marriott and firms in retail and hospitality got good news. It may mean future profits. News
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Oracle sues third-party support provider Rimini Street for intellectual property theft
Oracle is suing Rimini Street, claiming the third-party support provider has engaged in “massive theft of Oracle's software." News
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Gartner: CRM no longer a priority… or is it?
Gartner's business and technologies priority survey is out and the news is not good for CRM technology. But while CRM didn't make the list, it's still on people's minds. Blog
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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. News