News

May 03, 2010 03 May'10
Measuring the ROI of social CRM no easy task

Many social CRM projects are justified by "soft" returns, and while those add benefits to the bottom line, a social CRM project can provide plenty of hard ROI figures.
April 29, 2010 29 Apr'10
Twitter Customer Service – Three Use Cases for More Social CRM

There's more than one way to use Twitter as a vehicle for social CRM and customer service. Columnist Allen Bonde outlines three use cases.
April 27, 2010 27 Apr'10
Microsoft provides glimpse of CRM roadmap, details on CRM 5

At Convergence, Microsoft gave a high-level view of its CRM strategy, including ripping out Siebel internally, and previewed some features in the next release.
April 26, 2010 26 Apr'10
Microsoft takes CRM Online international, ties in GP

Microsoft is adding three languages and four accelerators to its online CRM product and will offer it in 32 countries next month.
April 26, 2010 26 Apr'10
Switching your focus from B2B to B2C with social media and CRM

Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend.
April 22, 2010 22 Apr'10
OBIEE for Siebel analytics project at McKesson overcomes hurdles

Facing an existing BI system as competition, objections from some executives and myriad spreadsheets, McKesson still successfully rolled out OBIEE for Siebel.
April 16, 2010 16 Apr'10
Best (and worst) practices for speech analytics in the contact center

Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.
April 15, 2010 15 Apr'10
Social CRM software ranges from cheap to free

There are myriad free or low-cost software options out there for social CRM initiatives; but beware -- you may get what you pay for.
April 12, 2010 12 Apr'10
SugarCRM software demonstration

SugarCRM has released a new version of Sugar 6. Clint Oram, co-founder and vice president of products, shows off the new user interface.
March 31, 2010 31 Mar'10
An introduction to using speech analytics in the call center

Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.
March 30, 2010 30 Mar'10
Workforce management software market grows rapidly, but one issue persists

The market for workforce management software in the contact center saw double-digit growth last year, but the technology still needs work, according to one expert.
March 22, 2010 22 Mar'10
MySpace still learning about social CRM for customer communities

Even for one of the biggest social networks, integrating communities with customer service and CRM poses challenges.
March 18, 2010 18 Mar'10
CRM analytics seeing investment

IBM is focusing on predictive analytics; and now, so is Accenture with SAS. Much of the interest is in CRM analytics, but experts say companies needn't go to outside tools.
March 15, 2010 15 Mar'10
Pegasystems to buy Chordiant, add CRM, analytics to BPM

Pegasystems has reached an agreement to buy Chordiant for $161 million, bringing BPM together with CRM, customer experience and analytics.
March 12, 2010 12 Mar'10
Salesnet re-emerges from RightNow acquisition with new SaaS SFA

Four years after it was acquired by RightNow and two years since revamping its strategy, Salesnet is returning to the market for SaaS SFA software.