- January 16, 2012
Sales organizations are decreasing their use of Microsoft Excel, while adding sales force automation tools and strongly considering analytics, according to a new benchmarking report.
- January 10, 2012
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- January 03, 2012
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
- December 28, 2011
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.
- December 23, 2011
Two recent headlines have columnist Denis Pombriant pondering the future of licensed software and the future of interactions both person-to-person and business-to-business.
- December 21, 2011
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement.
- December 14, 2011
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward.
- December 12, 2011
Salesforce.com users are adopting traditional IT practices of software development and project management to tailor this cloud CRM software to meet their business requirements.
- December 08, 2011
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome.
- December 05, 2011
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
- November 29, 2011
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.
- November 22, 2011
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business.
- November 21, 2011
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.
- November 10, 2011
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice.