Email Alerts
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Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM.News | 09 Feb 2012
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.News | 10 Jan 2012
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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement.News | 21 Dec 2011
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More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward.Column | 14 Dec 2011
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program.Video
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.News | 21 Nov 2011
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Blog: Companies not getting social ROI -- yet
Many companies are not yet getting big payback from social CRM because they are spending most of their time monitoring their brand and competitor's activities.News | 14 Nov 2011
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Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did.News | 31 Oct 2011
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IBM gives nod to SugarCRM open source software for SmartCloud
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.News | 17 Oct 2011
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CRM metrics video series
CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.News | 07 Jul 2011
- VIEW MORE ON : ROI
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New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers.News | 21 May 2012
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.Reader Survey | 21 May 2012
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Shred-it goes small, choosing Sky Technologies for mobile SAP CRM
When it came time to mobilize its CRM service application, Shred-it chose Sky Technologies, a niche mobility vendor that specializes in SAP applications.News | 07 Mar 2012
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Bridging the customer experience chasm Issue 1
e-Zine
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Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM.News | 09 Feb 2012
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Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action.Book Excerpt
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CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards.Report
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Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?News | 03 Jan 2012
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User interfaces: CRM-Outlook integration
Face it, sales reps spend more time in Outlook than any other application. That’s what makes CRM-Outlook integration so important. Compare the major CRM vendors’ email integration here.Photo Story
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User interfaces: Mobile CRM applications
Ensuring a successful CRM implementation requires a user-friendly, navigable user interface (UI). Compare the major vendor’s mobile UIs here.Photo Story
- VIEW MORE ON : Implementation
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.Reader Survey | 21 May 2012
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Albert McKeon
I report on customer relationship management, as an editor of TechTarget's SearchCRM.comContributor
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.News | 02 May 2012
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Marketing firm uses Informatica Cloud to integrate Salesforce.com data
Healthcare marketing firm PDI Inc. is using Informatica Cloud to integrate Salesforce.com data with on-premises systems.Case Study | 26 Mar 2012
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Bridging the customer experience chasm Issue 1
e-Zine
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Microsoft makes mobile move with next CRM release
Microsoft next release of Dynamics CRM includes a new mobile module, offering native support for most mobile devices. It also adds new social, compliance and reporting features.News | 06 Feb 2012
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.News | 28 Dec 2011
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Was 2011 the year of ‘peak software’?
Two recent headlines have columnist Denis Pombriant pondering the future of licensed software and the future of interactions both person-to-person and business-to-business.Column | 23 Dec 2011
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems.News | 22 Dec 2011
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Salesforce, SAP, Oracle get ready for HR software battle
With the planned acquisition of Rypple, cloud giant Salesforce.com intends to target SAP and Oracle in the human resources software market.News | 16 Dec 2011
- VIEW MORE ON : Industry news
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Mohegan Sun bets big on Infor CRM across sales, service and marketing
Mohegan Sun's new CRM software platform aims to connect with customers, reduce agent churn and overhaul the sales force.News | 23 May 2012
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New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers.News | 21 May 2012
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.Reader Survey | 21 May 2012
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Call center agents’ behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.News | 15 May 2012
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Health care reform catalyst for customer service improvements
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers.Column | 10 May 2012
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House bill aims to restrict call center outsourcing
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.News | 26 Apr 2012
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E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict.News | 23 Apr 2012
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Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone.News | 03 Apr 2012
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.Column | 03 Apr 2012
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Marketing firm uses Informatica Cloud to integrate Salesforce.com data
Healthcare marketing firm PDI Inc. is using Informatica Cloud to integrate Salesforce.com data with on-premises systems.Case Study | 26 Mar 2012
- VIEW MORE ON : Strategies
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Salesforce opens new channels with Chatter
Denis Pombriant sees Salesforce.com's new screen sharing and instant messaging features as long-overdue changes to front office collaboration.Opinion
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.Reader Survey | 21 May 2012
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media.News | 17 May 2012
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Albert McKeon
I report on customer relationship management, as an editor of TechTarget's SearchCRM.comContributor
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.News | 02 May 2012
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E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict.News | 23 Apr 2012
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Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone.News | 03 Apr 2012
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Gartner: Companies must master Master Data Management best practices
Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference.News | 02 Apr 2012
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Internal social CRM strategies, personality seen as building brand awareness
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.News | 29 Mar 2012
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.News | 29 Mar 2012
- VIEW MORE ON : Social CRM
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Mohegan Sun bets big on Infor CRM across sales, service and marketing
Mohegan Sun's new CRM software platform aims to connect with customers, reduce agent churn and overhaul the sales force.News | 23 May 2012
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs.Reader Survey | 21 May 2012
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.News | 02 May 2012
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Retailer personalizes its service with mobile CRM
Harry Rosen, a high-end clothing retailer, won a Gartner’s CRM award for the way it uses mobile CRM in its stores, running CRM on smartphones and tablets.News | 28 Mar 2012
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Bridging the customer experience chasm Issue 1
e-Zine
-
Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems.News | 22 Dec 2011
-
More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward.Column | 14 Dec 2011
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Salesforce.com cloud CRM apps demanding IT skills for customization
Salesforce.com users are adopting traditional IT practices of software development and project management to tailor this cloud CRM software to meet their business requirements.News | 12 Dec 2011
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IBM gives nod to SugarCRM open source software for SmartCloud
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.News | 17 Oct 2011
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Oracle Fusion CRM early adopters offer their reviews
A handful of members of Oracle's Early Adopter Program for Fusion CRM relayed their experience with the company's new platform.News | 06 Oct 2011
- VIEW MORE ON : Upgrading CRM