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- Gartner outlines CRM's past, present and future
- Siebel, SAP still top Forrester CRM rankings, but face competition
- Making sense of contact center metrics and customer satisfaction
- South Africa Tourism ramps up call center, social CRM for World Cup
- NICE to acquire eglue
- SAP, RightNow make CRM more mobile
- Monsanto ties together SAP CRM, Portal KM and Cisco telephony
- NPS, follow-up helps Sony Canada improve customer experience
- Microsoft sues Salesforce.com for patent infringement
- Are engineers the next wave of CRM users?
- Gartner's Magic Quadrant for customer service contact centers finds best-of-breed market
- Measuring the ROI of social CRM no easy task
- Social CRM demands a solid business case
- Twitter Customer Service – Three Use Cases for More Social CRM
- Microsoft provides glimpse of CRM roadmap, details on CRM 5
- Microsoft takes CRM Online international, ties in GP
- Switching your focus from B2B to B2C with social media and CRM
- OBIEE for Siebel analytics project at McKesson overcomes hurdles
- Social CRM software ranges from cheap to free
- SugarCRM software demonstration
- Workforce management software market grows rapidly, but one issue persists
- MySpace still learning about social CRM for customer communities
- CRM analytics seeing investment
- Pegasystems to buy Chordiant, add CRM, analytics to BPM
- Salesnet re-emerges from RightNow acquisition with new SaaS SFA
- Successful social CRM looks back to get ahead
- SAP and Sybase come through on mobile CRM for iPhone, Windows Mobile
- Using social CRM for sales, customer service analytics
- CSO survey predicts tough year, but cost-cutting found in CRM technologies
- CRM demos, customization key demands for buyers pre-purchase
- Customer experience rankings show bottom-line benefit
- Social CRM customer data management can be the hard part
- 10 steps to a practical social media business strategy
- Avaya-Nortel roadmap shows no clear path to UC in the contact center
- How on-demand technology is changing marketing
- SAP demos new Twitter integration
- When should you outsource customer analytics?2
- When should you outsource customer analytics?
- Doctors taking calls drive improved first call resolution at health cooperative
- SearchCRM.com's 2009 Products of the Year Award
- Expert CRM predictions for 2010
- CRM sustainability in a post-recession economy
- The five dimensions of a social media persona
- Customer service strategy more important in emerging markets
- Salesforce jumps into collaboration technology software market with Chatter
- SaaS CRM or CRM in the cloud: Sage and Consona add to the dilemma
- Social media and CRM -- The marketing perspective
- Microsoft targets Salesforce.com, Oracle with free CRM promotion
- Customer privacy's not as big as trust -- trust me
- Five low-cost contact center infrastructure projects recommended by Gartner
- Microsoft’s CRM Online software to go international
- Siemens’ long journey to CRM: Custom to SAP to Oracle and more
- Benioff plays nice with Oracle at OpenWorld
- Oracle's CRM roadmap includes running Siebel in Outlook, social CRM
- Salesforce.com and Cisco offer fully cloud-based call center
- Self-service software demands a strong knowledge base
- Contact center benchmarking study finds emphasis on profits, processes
- Work-at-home agents part of a shifting tide for West Marine
- Gartner: Now is the time to buy marketing resource management (MRM) software
- Work-at-home agents part of a shifting tide for West Marine
- Gartner: Now is the time to buy marketing resource management (MRM) software
- Gartner outlines five technology trends changing CRM architectures
- The back end matters too: Social CRM and the customer-centric supply chain
- SaaS CRM vendors get serious about Web self-service features
- RightNow buys HiveLive to deliver customer communities integrated with CRM
- Mobile e-commerce and CRM strategy dictated by business type, Gartner says
- Salesforce.com joins ACT! in contact management market
- Leveraging customer data to maintain customer loyalty obvious, not easy
- A guide to using customer data and analytics tools for customer loyalty
- SaaS CRM integration programs require business involvement, not just IT
- Web meetings, video to emerge from the recession
- SugarCRM's new CEO on open source CRM and cloud computing
- When interests coincide: Social CRM and vertical communities
- Consumers still focused on customer experience, not cost, in recession
- Social sales emerging as an opportunity within social CRM
- When is it time to buy sales performance management software?
- How important will social CRM be for tomorrow's CRM users?
- Allegiance consolidates enterprise feedback management market with Inquisite acquisition
- Microsoft shifts to application platform, adds 1 millionth CRM user
- Contact centers turn to unified communications with IP technology
- Sales performance software rankings find a competitive market
- Running CRM on virtual servers becoming a reality
- Will the front office reap more benefits of cloud computing/SaaS CRM?
- Xerox embarks on social media monitoring program
- The executive's guide to contact center technology planning
- Text analytics software, net promoter score helps JetBlue take off with customer service
- Gartner offers five low-cost CRM strategies
- The future of cloud computing and what it means for CRM
- RightNow joins CRM movement to extend customer service to social networks
- Forrester offers ways to mine more value from CRM implementations
- New SAP CRM ordering system helps Coke roll out new dispenser
- Salesforce.com lets customers share customer service data
- Has mobile CRM software on smartphones made laptops for the sales force obsolete?
- Microsoft, SugarCRM make CRM pricing cheaper, simpler, cloudier
- Call center workforce management software the choice for PlumChoice
- Six smart CRM strategies for meeting sales quotas in a down economy
- Building a business case for a CRM upgrade can ensure ROI
- Leveraging customer loyalty in a down economy
- Customer service on Twitter takes more than software
- CRM extending to more than just customer relationships
- More