Email Alerts
-
SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy | 10 Apr 2013
-
Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year. News | 09 Aug 2012
-
Oracle ties social, CRM, analytics products to customer experience
Oracle is bringing together its many social, analytic and CRM acquisitions under a new customer experience management product strategy. News | 25 Jun 2012
-
Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News | 17 May 2012
-
Mobile CRM apps aim to connect smartphones, contact centers
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers. News | 03 May 2012
-
Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News | 29 Mar 2012
-
Experts say CEM technology can build single view of customer
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels. News | 28 Sep 2011
-
Building a multichannel contact center
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI. News | 20 Apr 2011
-
Click here, I'll call you right back
An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone. Article | 29 Jun 2005
-
Five basic steps to a multichannel customer strategy
Tracking and serving customers across multiple channels can be one of the most difficult aspects of CRM. Here are some fundamental principles to keep in mind. News | 28 Mar 2005