- November 08, 2011
Industry consultant and CRM Idol judge Denis Pombriant shares his thoughts on the evaluation process that picked the top new CRM applications in the market.
- November 07, 2011
Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs.
- November 03, 2011
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.
- October 31, 2011
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did.
- October 26, 2011
While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge.
- October 25, 2011
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold.
- October 17, 2011
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.
- October 12, 2011
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement.
- October 11, 2011
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.
- October 06, 2011
A handful of members of Oracle's Early Adopter Program for Fusion CRM relayed their experience with the company's new platform.
- October 04, 2011
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues.
- September 28, 2011
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.
- September 27, 2011
Salesforce.com may have focused on the social enterprise at Dreamforce, but its cloud-based programming tools are grabbing customer’s attention, too.
- September 22, 2011
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts.
- September 15, 2011
Using CRM analytics is a popular trend, but it’s important to make a solid business case for bringing it into a CRM environment. Learn what to expect from CRM analytics and how to develop a business plan for integrating the data.