News
News
- July 14, 2011
14 Jul'11
Microsoft sketches out social plan for Dynamics CRM Online
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
13 Jul'11
Can a contact center play pivotal role in enterprise CRM strategy?
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- July 11, 2011
11 Jul'11
Red Cross boosts donor relationships with new CRM system
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.
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- July 07, 2011
07 Jul'11
How to ensure CRM metrics effectively align with business goals
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
07 Jul'11
CRM metrics video series
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
05 Jul'11
Front-office technologies in CRM: the new rule of three
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
29 Jun'11
Hyundai tunes up its customer experience management
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
23 Jun'11
How the Red Cross averted a social media disaster
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 20, 2011
20 Jun'11
Answering FAQs about customer satisfaction
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- June 16, 2011
16 Jun'11
Kick the fear out of your social media strategy
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.
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- June 15, 2011
15 Jun'11
Comcast offers 10 steps to creating a call center social media strategy
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
14 Jun'11
Is it time to spend on sales performance management software?
Is it time to give up the spreadsheet? New sales performance management software is giving managers tools to better forecast sales.
- June 09, 2011
09 Jun'11
Social media analytics: Still trial and error
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
06 Jun'11
Measure contact center analytics across channels, have happy customers
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
03 Jun'11
Salesforce.com's product-specific networks not for everyone
Salesforce.com is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.