Email Alerts
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Gartner: Marketing, customer service must merge
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference. News
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
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Claims of customer focus mostly talk, report finds
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver. News
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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
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Web content management’s new role: Targeted customer experience
Integrating CRM with revamped Web content management strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences. News
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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
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. Podcast
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert