News

News

• October 12, 2010 12 Oct'10

  2010's hottest customer service technology trends

  In his debut column for SearchCRM.com, the TSIA's John Ragsdale outlines the top four trends in customer service technology he's seeing from TSIA members.

• September 29, 2010 29 Sep'10

  Will Oracle’s Fusion CRM pave the way for the rest of the Fusion apps?

  Oracle finally took the wraps off its Fusion Applications, and CRM got plenty of the attention. But how long before people start migrating?

• September 22, 2010 22 Sep'10

  KPIs for successful CRM software adoption not so simple

  An executive sponsor is great, but when it comes to ensuring CRM adoption, some well-thought-out KPIs can make all the difference.

• September 15, 2010 15 Sep'10

  Enterprise Feedback Management – Special Report

  There are more ways to survey and listen to customers than ever but organizations must approach it carefully. This special report offers real world examples, pitfalls and best practices for EFM.

• September 08, 2010 08 Sep'10

  Navigating the marketing automation software market must still focus on the customer

  Marketing automation can help a department, with information housed in a central location, but it's a complicated technology.

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• September 08, 2010 08 Sep'10

  Start the business case for marketing automation with savings, but complement it with revenue

  A compelling business case for marketing automation software starts with savings and efficiencies but should also show revenue potential.

• September 08, 2010 08 Sep'10

  Marketing automation benefits can extend beyond automation and tracking

  Marketing automation provides three core benefits and can extend into other areas of the business.

• September 08, 2010 08 Sep'10

  Ten best practices for implementing marketing automation software

  Like any software implementation, marketing automation poses risk. These 10 tips can help you avoid failure.

• September 02, 2010 02 Sep'10

  Mobile CRM not just for SFA anymore

  The ubiquity of smartphones and consolidation like SAP's acquisition of Sybase could mean a shot in the arm for mobile CRM.

• August 30, 2010 30 Aug'10

  SAP's Sybase deal requires customers to update their mobile CRM strategy

  SAP’s acquisition of Sybase means new things to consider when planning a long-term mobile CRM strategy. Find out what the acquisition means for mobile CRM.

• August 26, 2010 26 Aug'10

  Running customer service on Facebook takes tools and training

  Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.

• August 13, 2010 13 Aug'10

  IBM buys Unica, gets into marketing automation

  Big Blue is digging deeper into the CRM market with the acquisition of Unica for $480 million, building on its Coremetrics and Sterling Commerce deals.

• August 10, 2010 10 Aug'10

  iPad for CRM finds a start in mobile field service

  One furniture maker is rolling out the iPad with its delivery team, to improve the customer experience, go paperless and create efficiencies.

• August 03, 2010 03 Aug'10

  Five mistakes to avoid when implementing self-service CRM

  When launching a customer self-service CRM initiative, it's important to avoid these five common pitfalls.

• August 03, 2010 03 Aug'10

  Look within when staffing customer self-service programs

  Self-service doesn't mean hands-off. Successful self-service and social CRM efforts require committed employees to manage, monitor and develop content.