- March 22, 2010
Even for one of the biggest social networks, integrating communities with customer service and CRM poses challenges.
- March 18, 2010
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
Pegasystems has reached an agreement to buy Chordiant for $161 million, bringing BPM together with CRM, customer experience and analytics.
- March 12, 2010
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.
- March 04, 2010
Are all the elements of social media and CRM so new? No, says columnist Allen Bonde. He suggests three questions to ask when looking at the past.
- March 02, 2010
SAP and Sybase have released SAP CRM to the iPhone and Windows Mobile devices. This brings to an end SAP's collaboration with RIM for the BlackBerry.
- March 01, 2010
Companies are learning how effective social media can be for sales and customer service. Columnist Denis Pombriant muses on what this means for the future of social CRM.
- February 18, 2010
2010 may be another rough year for sales, according to CSO Insights, Inc’s annual survey. But the findings show that focusing on CRM and other technology can help cut costs and has measurable results.
- February 17, 2010
In this podcast, analyst Natalie L. Petouhoff offers listeners advice on improving customer interactions, the best ways to use social media for customer service and best practice tips for learning more about your customers.
- February 16, 2010
CRM buyers are demanding more from their vendors. SaaS is making it easier for the vendors to show off their wares and customization abilities.
- February 11, 2010
Forrester's latest customer experience index is out, and Barnes & Noble, Marriott and firms in retail and hospitality got good news. It may mean future profits.
- February 09, 2010
Some companies are diving headfirst into social CRM initiatives, but as with traditional CRM, they need to be sure to address the data.
- January 27, 2010
Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.
- January 21, 2010
Bringing unified communications into the contact center remains more an idea than a reality, and some believe that the combined Avaya-Nortel won't change that dramatically.
- January 21, 2010
How can you use marketing automation software rather than face time to close more deals? Columnist Denis Pombriant explains how marketing on-demand technology could change the industry.