Email Alerts
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Best Buy, ING offer CRM marketing strategy tips at IBM summit
Companies need to push forward on CRM marketing initiatives and not wait for the ideal time to launch social CRM or marketing analytics programs. News
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Gartner customer service Magic Quadrant tackles social media, cloud
Gartner reports companies adopting social CRM and SaaS-based CRM, but they are doing so with some measure of caution. News
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Paul Greenberg on the limits of NPS and its replacement
In the first installment of our CRM Metrics video series, Paul Greenberg shares what he sees as the problems with Net Promoter Score and a new alternative. Video
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Hard Rock shares its customer service, social tips
Hard Rock, staffs its customer service department with just three people, who still manage to respond to up to 30,000 customer inquiries a month. Video
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Gartner: Social, mobile and analytics to push CRM through 2015
Rapid changes in mobile and social computing and the data explosion are challenges for customer relationships. Gartner predicts how they will affect the market through 2015. News
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Social CRM taking greater steps toward wider adoption
A pair of analyst reports issued recently helps provide a pretty clear indication of the maturation of social CRM. Blog
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Game maker’s social media customer service strategy taps self-service, marketing
The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels. News
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Voices of CRM: Dennis DeGregor and the customer-transparent enterprise
Dennis DeGregor, former head of CRM at Bank of America, shares his thoughts on the customer-transparent enterprise and the new model for CRM in this podcast. Podcast
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Are collaboration tools the new CRM user interface?
Salesforce is betting Chatter can be its new interface. Are buyers ready? Are other vendors? Blog
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CRM in financial services: The rise of the customer
Financial services customers are more demanding than ever, and serving them requires firms to think carefully about segmentation and the cross-channel customer experience. News