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Understanding customer expectations
What's the best way to make potential customers into actual customers? How can you learn about customer expectations, especially in a shaky economy? In this installment of Creating Customer Value podcast, expert Martha Rogers gives advice on h... Podcast
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How to foster an innovative workplace organizational culture
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice of the customer. Answer
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microsegmentation
Microsegmentation is a process that divides an entity into extremely small parts. Definition
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. News
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How to solve Microsoft CRM 4.0 performance problems
If you’re having Microsoft CRM 4.0 performance problems, experts recommend following these specific guidelines. Answer
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Gartner outlines five technology trends changing CRM architectures
Cloud computing, social networks, analytics, unified communications and Web-oriented architectures are among the things that will change CRM architectures. Article
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SaaS CRM vendors get serious about Web self-service features
Oracle, Salesforce.com and RightNow all took significant steps toward beefing up their customer service capabilities with customer communities and self-service features. Article
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Mobile e-commerce and CRM strategy dictated by business type, Gartner says
There are four types of e-commerce websites, and each has a different imperative in approaching mobile e-commerce, according to Gartner. Article
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RightNow buys HiveLive to deliver customer communities integrated with CRM
RightNow became the latest CRM vendor to offer a social CRM component, this time buying HiveLive to help organizations build their own customer communities integrated with CRM. Article
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Salesforce.com joins ACT! in contact management market
Salesforce.com jumped into the market for contact management software today with a lightweight, low-cost option to compete with Sage's recently updated ACT! Column