Email Alerts
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Half of Fortune 1000 won’t see ROI with social CRM, analyst predicts
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM.News | 14 Jun 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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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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Bridging the customer experience chasm Issue 1
e-Zine
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Mobile, social, analytics offer promise but demand new metrics
Columnist Denis Pombriant is excited about the potential of social media, mobile technology and analytics used together, but he’s hoping for some new ways to measure them.Opinion
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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
- VIEW MORE ON : ROI
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CIO whips Bally Total Fitness into shape with new CRM techniques
Bally Total Fitness CIO Guy Thier wants to turn around the health club chain's image with new CRM strategies.Business Informers
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SAP introduces HANA-driven CRM deployment
SAP has tied its HANA in-memory database to its CRM software. Analyst Denis Pombriant hoped the offering would focus more on connections and less on speed.Opinion
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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
- VIEW MORE ON : Implementation
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Convergence conference should highlight changes to Microsoft Dynamics
Answers to product changes could come as New Orleans hosts the four-day Microsoft Dynamics Convergence 2013 conference.News | 14 Mar 2013
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Special Report: Microsoft Convergence 2013
Convergence 2013 hits New Orleans and we're there to bring you live conference coverage. Stay tuned for the latest on the Dynamics CRM product line.Live: Convergence 2013
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Salesforce customers will see new message behind social CRM technology
Salesforce.com emphasized Salesforce customers over social technology at its annual winter conference, according to consultant Denis Pombriant.News Analysis | 28 Feb 2013
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From Disney to dishwashers: Digital CRM to change customer experience
Disney World and other companies have started using digital CRM to get pulse of customers and gather data.Feature
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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
- VIEW MORE ON : Industry news
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From Disney to dishwashers: Digital CRM to change customer experience
Disney World and other companies have started using digital CRM to get pulse of customers and gather data.Feature
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social media listening
Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand.Definition
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CIO whips Bally Total Fitness into shape with new CRM techniques
Bally Total Fitness CIO Guy Thier wants to turn around the health club chain's image with new CRM strategies.Business Informers
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Social media channels and contact centers can play together
Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers.Feature
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Leading consultant discusses CRM strategies
Baskaran Natarajan, global head of enterprise CRM solutions at Tata Consultancy Services, sits down for a Q&A on CRM strategies at OpenWorld.Feature
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Mobile commerce apps deliver munchies and more to customers
The explosion of smartphones is leading a new trend in applications that lets customers buy a sub, board a plane or order theater tickets merely by touching a screen.Feature
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Social CRM goes to market
Mobile commerce is gripping customers and not letting go, as evidenced by the feature article in this edition of Customer Experience Exchange. Read this now to learn how the smartphone trend is leading to a new breed of applications that lets you buy food, board a plane or order movie tickets with the simple touch of your screen.E-Zine
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911 software maker integrates Salesforce.com CRM with GP accounting
An emergency response software seller needed a little help tying a new CRM platform to its inventory and back end systems.News | 02 Jul 2012
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Offshore call center outsourcing: Is it saving money or costing you?
Although it may seem like a cost saver, several factors can instead turn the initiative into something that costs more than the existing in-house contact center.Opinion
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Half of Fortune 1000 won’t see ROI with social CRM, analyst predicts
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM.News | 14 Jun 2012
- VIEW MORE ON : Strategies
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X2Engine founder John Roberts: Traditional CRM systems fat and bloated
SugarCRM co-founder John Roberts discusses some of today's greatest CRM challenges and his new company, X2Engine.Q&A
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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
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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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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
- VIEW MORE ON : Upgrading CRM