Email Alerts
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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
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Effective lead management can boost profits, Gartner says
Gartner analyst Chris Fletcher explains where companies should be focusing their lead management efforts. News | 23 Mar 2012
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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 | 20 Mar 2012
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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 | 07 Mar 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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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 | 07 Mar 2012
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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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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012