• Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction...

  • Social CRM: Special Report

    Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all.

  • Meet the 2009 SearchCRM.com Products of the Year judges

    This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While som...

  • The top CRM advice from experts in 2009

    Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry.

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  • SearchCRM Cloud Guide

    More companies are considering SaaS CRM instead of on-premises systems. In this guide, find out how to incorporate cloud computing into CRM.  News

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser...  Definition

  • Social CRM: Special Report

    Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all.  Report

  • Meet the 2009 CRM Products of the Year judges

    This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While some judges chose to remain anonymous, read on to learn ...  Products of the Year

  • The top CRM advice from experts in 2009

    Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry.  Top 10 tips

  • Paul Greenberg on Oracle's CRM roadmap

    Paul Greenberg, president of the 56 Group LLC and author of CRM at the Speed of Light, discussed Oracle's plans for its CRM roadmap, including a RESTful architecture, from the OpenWorld conference.  Video

  • Paul Greenberg compares social CRM products

    The author of CRM at the Speed of Light compares Oracle's social CRM offerings with those of Microsoft, SAP and Salesforce.com at OpenWorld and dishes on Marc Benioff's appearance.  Video

  • Oriental Trading Co. launches customer reviews

    Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers.  Video

  • obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.  Definition

  • Call center video: PlumChoice uses Aspect workforce management system

    Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management.  Video

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