- May 05, 2011
Contact center managers are shifting the discussion of new software away from the on-premises vs. on-demand debate and evaluating software based on traditional business concerns.
- May 03, 2011
Gartner reports companies adopting social CRM and SaaS-based CRM, but they are doing so with some measure of caution.
- April 29, 2011
Oracle's Fusion Applications were eclipsed for a moment when Sony Ericsson picked Oracle’s Siebel CRM marketing software for a global rollout.
- April 27, 2011
Find out best practices for applying customer experience management (CEM) technology in your contact center.
- April 21, 2011
Sales teams need dynamic processes as much as CRM tools to boost win rates. A recent survey from CSO Insights offers intriguing benchmarking data.
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
- April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
- April 19, 2011
If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column.
- April 11, 2011
Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner.
- April 06, 2011
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.
- March 31, 2011
Rapid changes in mobile and social computing and the data explosion are challenges for customer relationships. Gartner predicts how they will affect the market through 2015.
- March 24, 2011
Denis Pombriant explains why he expects lead management to become a major part of companies’ CRM plans in the next four years.
- March 22, 2011
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.
- March 16, 2011
The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column.
- March 15, 2011
A CRM initiative that spanned several years for one manufacturer started with a comprehensive assessment of the customer experience and continues with an “innovation team.”
- March 02, 2011
SAP is releasing a new CRM application and says this one will focus on sales users, not management and can succeed where its predecessor failed in replacing Salesforce.com in its install base.