- February 03, 2014
CRM professionals can look forward to new applications hitting the market and redefining the very meaning of the word 'customer,' says Alan Earls.
- January 14, 2014
ICMI's Sarah Stealey Reed offers her insights about CRM trends in 2014, including emerging channels and the importance of getting the right data.
- January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
- December 24, 2013
Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.
- December 06, 2013
The year is almost over, so it's time to look back and reflect on what mattered to the CRM industry in 2013 -- and look ahead to the future.
- November 21, 2013
The CFO of a social media startup talks about his excitement regarding marketing analytics and cloud marketing after a keynote at Dreamforce 13.
- November 04, 2013
The secret to modern multichannel CRM is engaging customers when they want it, how they want it. Read this tip by Brent Leary to learn more.
- October 01, 2013
Despite controversy, outsourcing isn't going away -- in fact, some say conditions are just right for growth. Watch this brief webcast to learn more.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- August 20, 2013
Consultant Dayna Steele explains how effective CRM and being a rock star have a lot in common.
- July 16, 2013
SearchCRM's Lena Weiner looks to an episode of Gordon Ramsey's Kitchen Nightmares for some key examples of mistakes to avoid when launching a social CRM initiative.
- June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
- April 22, 2013
Move aside iOS: Windows 8 operating system could be what turns tablets and smartphones into serious business platforms.
- April 19, 2013
SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative.