News

News

• 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.

• Sponsored News

  • Why Choose the IBM Cloud for Your SAP Workloads

    Sponsored by IBM - Now is the time to fully embrace SAP modernization. There is simply too much value in the data contained within SAP applications for any enterprise to risk missing out on potential digital transformation opportunities. See More

  • How To Teach An Old Application New Tricks Via Cloud-Native Technologies

    Sponsored by IBM - Every enterprise has dozens, hundreds, or even thousands of applications developed through traditional methodologies. Whether those applications were created by internal developers or purchased off the shelf from software publishers, it’s highly likely they were built and deployed using tools and processes that have been around for years. See More

  • Leveraging The Cloud is Key To Strengthening SAP Disaster Recovery and Business Continuity

    Sponsored by IBM - Enterprise IT teams must do everything in their power to minimize downtime of business-critical SAP applications and ensure they can recover quickly, reliably and securely in the event of a disaster or other emergency. With enterprises fully embracing digital transformation, big data analytics, the Internet of Things and other innovations, they are more dependent than ever on the availability of their SAP environments. See More

  • Where to Start Your Cloud-Native Journey

    Sponsored by IBM - If you’ve committed your organization to cloud-native application development, you’re in good company. Research indicates organizations that take an aggressive pace in adopting cloud-native development are more likely than their less-ambitious peers to report higher revenues. As a result, more and more development efforts are now being envisioned and engineered to be cloud-native from the start, and many of those programs represent an organization’s first foray into the cloud-native development process. See More

  View All Sponsored News
• 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.

• October 26, 2011 26 Oct'11

  QR codes: Business tool or marketing fad?

  While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge.

• October 25, 2011 25 Oct'11

  RightNow customers concerned, curious about future with Oracle

  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 17 Oct'11

  IBM gives nod to SugarCRM open source software for SmartCloud

  SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.

• October 12, 2011 12 Oct'11

  Social engagement tips from author Qualman

  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 11 Oct'11

  Contact centers improving customer service by expanding agents’ role

  Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.