News

News

  • February 21, 2011 21 Feb'11

    Column: Video -- the front-office star turn

    Some CRM vendors have quantified their return on online videos and are using it effectively as a sales tool. It’s something others can learn from, according to Denis Pombriant.

  • February 17, 2011 17 Feb'11

    Game maker's social media customer service strategy taps self-service, marketing

    The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels.

  • February 15, 2011 15 Feb'11

    2011 customer service trends: The mobile revolution

    The TSIA’s John Ragsdale digs into one of the biggest trends in customer service in the coming year -- mobile enablement -- with advice and some historical perspective.

  • February 10, 2011 10 Feb'11

    Mobile sales strategies mean more than just mobile CRM software

    Creative companies are making broader use of smartphones than just email, phone and mobile CRM software, finding uses for GPS, cameras and other mobile applications.

  • February 03, 2011 03 Feb'11

    Companies looking ahead to customer service technology investments

    Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.

  • Sponsored News

    • Why Choose the IBM Cloud for Your SAP Workloads

      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

      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

      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

      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
  • February 03, 2011 03 Feb'11

    When will CRM join the analytics revolution?

    Companies have launched successful analytics programs in areas like fraud detection and drug development, but when will analytics become pervasive in CRM systems? The time is coming, says Denis Pombriant.

  • January 28, 2011 28 Jan'11

    PCI compliance in the call center a headache for many

    PCI compliance is often left to security or compliance professionals, but call center staff and management need to be familiar with PCI DSS as well.

  • January 27, 2011 27 Jan'11

    CRM in financial services: Strategies for action

    Financial services firms face unique challenges in managing their customer relationships, but a new wave of technology and best practices are helping to guide the way.

  • January 25, 2011 25 Jan'11

    Financial industry must improve online services to satisfy customer expectations

    The recession and the emergence of social networks, mobile-enabled applications and Web self-service have created a new type of customer for all, and financial services in particular need to find ways to serve them.

  • January 19, 2011 19 Jan'11

    RightNow to acquire natural language search firm

    Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates.

  • January 17, 2011 17 Jan'11

    CRM in financial services: The rise of the customer

    Financial services customers are more demanding than ever, and serving them requires firms to think carefully about segmentation and the cross-channel customer experience.

  • January 17, 2011 17 Jan'11

    Microsoft takes Dynamics CRM Online global

    Microsoft today is releasing its Dynamics CRM Online product to 40 nations, ushering in a new release schedule where the on-demand application gets the upgrade before the on-premises version.

  • January 13, 2011 13 Jan'11

    Rapid adoption of social service overlooks critical infrastructure

    Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column.

  • January 10, 2011 10 Jan'11

    Gartner Magic Quadrant for contact center WFO shifts to infrastructure

    There's a limited number of WFO players in the latest Magic Quadrant, but be prepared for a wave of infrastructure vendors to enter the market, according to Gartner.

  • January 05, 2011 05 Jan'11

    The top CRM stories of 2010

    From Fusion Applications to database vendors entering the CRM market, plenty happened in CRM in 2010, but was it the year of the CRM buyer?

-ADS BY GOOGLE

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

SearchSalesforce

Close