- August 06, 2009
Get expert advice on how to maximize customer interactions to build customer equity. Learn effective ways to measure customer value, determine the cost of keeping a customer and how to set metrics that encourage call center agents to build customer ...
- August 04, 2009
Software to connect CRM to social networks and help sales reps conduct client research and hire has emerged in recent months. Yet, some of that can already be done with free tools.
- July 23, 2009
These days, businesses need all the help they can get. Sales performance management (SPM) applications provide insight into sales activities, streamline operations, and open the door to new opportunities.
- July 20, 2009
In this column, Denis Pombriant discusses social media and its implications for CRM. He says establishing sales and marketing as thought leaders is key to social CRM success.
- July 14, 2009
Allegiance is adding Inquisite's online surveying tool to build out its enterprise feedback management offering.
- July 13, 2009
As it expands and draws more CRM users, Microsoft, like Salesforce.com, is emphasizing its capabilities as an application platform, not just a CRM provider.
- July 09, 2009
Eastman Chemical, a longtime SAP customer, turned to its enterprise application provider to build out its unified communications technology in the contact center.
- July 02, 2009
A recent ranking of sales performance management software by Ventana Research found a tight race among the top four vendors.
- June 30, 2009
While CRM may not be the first application one would consider for a server virtualization project, it's starting to see some use and in some cases is creating demand for virtualization.
- June 23, 2009
Cloud computing has more to offer the front office than the back office, Denis Pombriant suggests. Read his thoughts on the SaaS market and the benefits of cloud computing and SaaS CRM for the front office.
- June 23, 2009
Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives.
- June 17, 2009
In this podcast, Denis Pombriant gives an overview of sales performance management and discusses the benefits and drawbacks of SPM. Pombriant also talks about what types of organizations are deploying SPM today.
- June 16, 2009
Like many organizations, Xerox is working to establish a social media monitoring program. A new wave of software and services is emerging to fill that need.
- June 16, 2009
Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed.
- June 10, 2009
Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...