- July 14, 2011
Microsoft is set to deliver a social collaboration tool for Dynamics CRM customers by year’s end intended to help users set up and manage teams organized around products or projects.
- July 13, 2011
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- July 11, 2011
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.
- July 07, 2011
With the increase in CRM metrics available, it’s important to apply the metrics that provide the best feedback about the business drivers. Learn about sales and call center metrics and general best practices for all CRM metrics.
- July 07, 2011
CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.
- July 05, 2011
Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.
- June 29, 2011
Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.
- June 23, 2011
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 20, 2011
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- June 16, 2011
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them.
- June 15, 2011
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers.
- June 14, 2011
Is it time to give up the spreadsheet? New sales performance management software is giving managers tools to better forecast sales.
- June 09, 2011
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.
- June 06, 2011
By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing.
- June 03, 2011
Salesforce.com is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.