• 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.

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  • 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.

  • 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's product-specific networks not for everyone is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.

  • June 01, 2011 01 Jun'11

    Sales automation tools and CRM redefining sales roles

    The growth of sales automation tools and virtual shopping are creating a brave new sales world.

  • May 26, 2011 26 May'11

    Email marketing program outpaces Facebook at indieWire

    An online news source in the independent film industry gives a lead role to email in its marketing strategy and found it delivers a clear advantage over social channels with the measurable results it provides.

  • May 25, 2011 25 May'11

    2011 CRM software market spending, adoption on rise

    TSIA’s John Ragsdale examines where companies will be putting the CRM dollars this year and what is driving these purchases.