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Customer loyalty and retention

SugarCon offers guidelines for social CRM success

SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative.
Salesforce, Microsoft announce marketing software deals

Salesforce.com has partnered with 20 vendors to fill out its Marketing Cloud platform, and Microsoft acquired automated marketing vendor MarketingPilot.
MLB teams batting a thousand with social CRM strategy

Companies building CRM strategies can learn from how Major League Baseball uses social media to connect with fans.
Marketo and CrowdFactory merge for social marketing

Columnist Denis Pombriant likes the recent deal between Marketo and CrowdFactory and sees a trend toward more tactical social marketing.

Customer loyalty and retention

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Expert predictions for customer loyalty trends in 2003

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Amdocs answers call, rescues Rockwell's rocky customer service

Rockwell Automation, an industrial manufacturer with $3 billion in revenue, turned to CRM software after company officials realized they had a pretty common CRM problem: their customers didn't know whom to call to get service. Article
Protect privacy or jeopardize CRM

No matter how much you spend on CRM technology, a poorly constructed policy on customer data privacy could tear it all down. The experts weigh in on what your policy should address and how you should craft it. Article
Journals for DW newbies

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The loyalty power of 'customer first' teams

The loyalty power of 'customer first' teams Article
Why aren't customer complaints more effective?

If service is really so bad, why aren't customer complaints more effective, and where is customer service trending? Article
Increasing customer loyalty through call centers

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Predicting churn - worth it?

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Business partner loyalty

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The key to customer communities

Why have companies like eBay been so successful? One reason is that they've formed a community among their customers. Tip

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