News

News

• December 28, 2011 28 Dec'11

  Analysts predict social, mobile CRM as main trends for 2012

  Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.

• December 23, 2011 23 Dec'11

  Was 2011 the year of ‘peak software’?

  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 21 Dec'11

  Group pushes for social media measurement standards

  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 14 Dec'11

  More disruption predicted for CRM software market

  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 12 Dec'11

  Salesforce.com cloud CRM apps demanding IT skills for customization

  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.

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• December 08, 2011 08 Dec'11

  Digital marketing strategies demand deeper understanding of customer behaviors

  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 05 Dec'11

  Social channels changing contact center certification

  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 29 Nov'11

  Customer experience analytics: Separating hype from fact

  SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.

• November 22, 2011 22 Nov'11

  Social monitoring tools give GNC marketing muscle

  Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business.

• November 21, 2011 21 Nov'11

  Businesses scramble as users clamor for mobile customer service

  As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.

• November 10, 2011 10 Nov'11

  Sirius, Match.com, DirecTV share social customer service, mobile plans

  Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice.

• November 08, 2011 08 Nov'11

  CRM Idol: An insider’s look at the judging process

  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 07 Nov'11

  Tread carefully with social media-based customer loyalty programs

  Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs.

• November 03, 2011 03 Nov'11

  Column: RightNow key to Oracle’s customer experience management plans

  CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.

• October 31, 2011 31 Oct'11

  Yahoo, Amex talk up different customer service approaches

  American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did.