For more information about the site, see the Site Index

• Customer data basis for CRM, MDM at Schneider
• Oracle rolls out CRM features ahead of OpenWorld
• Can Salesforce.com extend to the back office?
• Salesforce.com, customers hit with phishing attack
• Customer service and self-service technology: Top five headlines
• Subway rides mobile marketing to success
• Campaign management requires collaboration at John Deere
• SaaS CRM taking a new vertical approach
• Microsoft taking partner hosting international
• Remote agents require special care
• Mobile CRM goes direct to sales force at DirectTV
• Call center centralization vs. decentralization analytic framework
• A CRM business case can ensure success post-implementation
• CRM integration: Top five headlines
• Blackboard provides a lesson in CRM upgrades
• CRM upgrade helps firm take secure data on the road
• SOA muddying the CRM buy vs. build dilemma
• Selecting the right call center technology
• Web 2.0 takes center stage at Gartner CRM Summit
• Gartner: Don't focus on CRM failure
• UI the next platform step for Salesforce.com
• Call center relies on local talent, Web 2.0 technologies
• Government warming to on-demand CRM
• ROI for IP contact centers
• Gartner ranks contact center infrastructures
• VoIP call center ROI: Top five headlines
• Speech analytics improving service, sales
• CRM will disappoint without an honest self-assessment
• eToys plays nice with customer panel
• Sales compensation management simplifying the sophisticated
• Government looks to CRM with Citizen Relationship Management
• Customer data crucial to consolidating CRM
• Lead scoring, Marketing's answer for Sales
• Microsoft CRM, the No. 1 pick for Trail Blazers
• Oracle user group creates unified CRM community
• CRM market trends: Top five headlines in 2007
• Outsourced agents keep connected at Coffeecakes.com
• Oracle releases latest version of Siebel CRM On Demand
• Marketers tapping into social networks
• Virtual call centers driving VoIP adoption
• SAP is No. 1 in CRM, but who cares?
• Five ways to get the most from your CRM system
• Was Sprint's decision a good CRM move?
• Microsoft offers on-demand CRM on the cheap
• Voices of CRM: Sheryl Kingstone on mobile CRM
• Customer service and call center jobs: Five best practices for getting ahead
• NetSuite third to take SaaS CRM public
• Gartner: Customer service a six-step process
• Oracle's hosted call center gets an update
• Taco Bell wins with customer service take out
• CRM's next step
• AAA sees savings, service improvement with call recording
• SMBs moving to mobile CRM
• Siebel maintenance costs cut 50% by third-party support vendor
• Price not the best path to customer satisfaction
• Google and Salesforce.com reveal partnership
• Mobile CRM and sales force: Top five headlines
• Telecom uses speech recognition to drive customer satisfaction
• Speech analytics converts call centers to profit centers
• Verint hopes to optimize the call center, closes Witness deal
• Harvard takes CRM to school
• Businesses not providing the customer service they think they are
• Dell takes marketing mobile
• What do an allied Salesforce.com and Google mean for Microsoft CRM?
• Does Second Life mean a new world for CRM?
• Application lets customers ask and answer their own questions
• Oracle updates CRM, begins integrating apps
• Customer loyalty, profitability drive BI consolidation at Fairmont
• Managing remote call center agents: 14 best practices
• WWE wrestles with customer feedback marketing
• CRM implementation: Top five headlines
• Special report: CRM Association: Where CRM practitioners unite
• Gartner analyst: CRM implementation is never done
• Improving the customer experience: Call centers making an emotional connection
• Is SAP losing the CRM usability race?
• Anatomy of a CRM project: Replacing Siebel with SAP
• Responsys adds analytics to email marketing
• Salesforce.com offers CRM-free product
• Voice-of-the-customer program begins with performance management at call center
• Unearthing call center benchmarks and best practices
• CRM software fails sales
• CDC buys Saratoga Systems
• Google and Salesforce.com form alliance
• Single-instance or multiple-instance CRM deployment -- Which is right for you?
• CRM not enough, Salesforce.com eyes content management
• Building a customer-centric organization
• Gartner ranks customer service software
• CRM: Financial services firms take a fresh look
• E-service, e-commerce create call center challenges
• CRM for financial services: Top five headlines
• SaaS CRM software takes vertical approach
• Top 15 CRM vendors, emerging trends revealed
• Union Bank navigates employee self service
• Pressure for metrics mounts on marketers
• Voices of CRM: Users give CRM tips
• Customer satisfaction falls despite call center efforts
• Microsoft Convergence: Top headlines
• Microsoft gives first glimpse of SaaS CRM
• Microsoft to buy TellMe's speech technology
• CRM metrics mean success for Microsoft user



• More