- 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.
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
- February 21, 2011
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
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
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
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
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.
- February 03, 2011
Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.
- January 28, 2011
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
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
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
Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates.