- 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.
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
- August 01, 2011
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.
- July 28, 2011
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.
- July 28, 2011
Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.
- July 26, 2011
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible.
- July 25, 2011
Companies are using video to transform contact centers and give customers more accessible and higher-quality service.
- July 19, 2011
The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.
- July 18, 2011
When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.
- 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.