- 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.
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
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
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
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
- 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.
- September 06, 2011
See how American Express and Dell turned around their customer satisfaction ratings by applying customer experience management (CEM) principles.
- September 01, 2011
Salesforce.com gave Chatter the official nod by creating a social enterprise strategy with this collaboration tool as its centerpiece.
- August 30, 2011
Forrester Research has released a best practices plan for companies trying to get control over their mobile CRM deployments.
- August 23, 2011
The cloud CRM vs. on-premises CRM platform debate, once forefront for many buyers, is taking a back seat to more pressing business drivers as users chart their own courses.
- August 17, 2011
Columnist John Ragsdale discusses the KM-related ramifications of Oracle's InQuira acquisition and the growing importance of enterprise search.
- August 16, 2011
Companies must precisely define role for chief customer officers to ensure success.
- August 09, 2011
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.
- August 03, 2011
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else.
- August 01, 2011
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.