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Biographical Information
Lauren McKay
Associate Editor, CRM magazine
1-212-251-0608, Ext. 104
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Lauren received her BA in Journalism from the University of Missouri. While at university she held several roles at Vox Magazine, which, according to its Web site "was named the best magazine produced by college students in the whole darn country." Some of her roles at Vox included department editor and contributing writer. Lauren also served as the education reporter at the Columbia Missourian in the Fall of 2005. Most recently, after moving to New York, she worked as an editorial intern at Working Mother Media.
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With Jive Ideation, the social business software provider integrates idea management into its portfolio.
Posted 18 Mar 2010
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
Posted 18 Mar 2010
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
Posted 18 Mar 2010
Communispace does a nifty two-step, providing clients with private communities and then helping to glean information from participants.
LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents.
With an online environment designed by Helpstream, Infusionsoft's own customers are able to provide community-based support.
A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for.
At least one analyst firm saw consolidation as an opportunity for creative recruiting.
Mergers and acquisitions ramp up at the start of the new year as vendors expand roadmaps and look for ways to fulfill promises.
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
Posted 05 Mar 2010
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
Posted 05 Mar 2010
With its latest updates, the email marketing provider helps its small business customers take their CRM efforts to the next level.
Posted 26 Feb 2010
The social business software vendor updates its platform and introduces a freemium model.
Posted 26 Feb 2010
With DataFlux Data Management Platform, the SAS subsidiary unites its data quality, data integration, and MDM product sets into one overarching platform.
Posted 26 Feb 2010
With its version of SAP BusinessObjects BI OnDemand, SAP targets the "casual user" with an integrated toolset that spans both on-demand and on-premise technologies.
Posted 26 Feb 2010
Reports point to the emergence of a new social group and help marketers act upon the various segments of online participants.
Posted 16 Feb 2010
Two research reports outline the drivers of growth for open-source business intelligence -- and what customers can expect as the market matures.
Posted 16 Feb 2010
With real-time alerts and notifications, the lead generation solution provider helps users be even more proactive when it comes to Web site activity.
Posted 16 Feb 2010
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Posted 16 Feb 2010
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
Posted 15 Feb 2010
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Posted 15 Feb 2010
With an eye on the user experience, some brands are inviting imaginary friends to the party.
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.
Announcing the exit of Chief Executive Officer Léo Apotheker, SAP returns to a "Co-CEO" format, appointing Bill McDermott and Jim Hagemann Snabe to split leadership duties.
Posted 08 Feb 2010
After weeks of rampant speculation -- and just six days after Informatica and Siperian dashed to the altar -- IBM and Initiate finally tie the knot, adding yet another variety of master data management to Big Blue's arsenal, and extending its reach into the healthcare and public sectors.
Posted 03 Feb 2010
"This acquisition rounds out our MDM strategy beautifully," says Informatica's CMO.
Posted 02 Feb 2010
The analyst firm gives its CRM forecast for upcoming years.
Posted 01 Feb 2010
The purchase allows the life sciences CRM vendor to increase the breadth of its OneKey healthcare data.
Posted 30 Jan 2010
With its Extended Customer View for financial services firms, the MDM vendor — acquired today by Informatica for $130 million — puts the emphasis on relationship-based insights.
Posted 28 Jan 2010
Information Industry Summit '10: Panelists share their secrets to shaking up the information industry.
Posted 27 Jan 2010
With podcasts, a blog, and social network participation, Lion Brand Yarn weaves itself into the fabric of the customer experience.
The 2009 Groundswell Awards congratulate cutting-edge companies mastering social media.
The insurance industry is slowly shifting from traditional to trendy.
Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?
Big Red squeezes onto the Leaders Quadrant and an open-source player joins the evaluation for the first time.
Posted 23 Jan 2010
With the introduction of FreshContacts, the business database service provider allows users to gain access data for free -- so long as they trade in their business contacts.
Posted 23 Jan 2010
The social media monitoring company announces new sentiment analysis technology for its customers.
Posted 20 Jan 2010
With the launch of Business Objects Sustainability Performance Management, SAP wants to provide companies with holistic views into their sustainable strategies and actions.
Posted 19 Jan 2010
In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.
Posted 15 Jan 2010
Forrester outlines the top changes professionals should make and look out for when moving toward new applications.
Posted 11 Jan 2010
A private equity firm's acquisition moves the customer experience management player out of the public sphere.
Posted 07 Jan 2010
Open-source software provider Ingres commissions Xactly to automate incentives.
Economist Intelligence survey indicates that agile decision making is vital to operational efficiency and success -- yet most firms' ability to make good decisions needs improvement.
Posted 21 Dec 2009
Hypatia Research evaluates the state of EHRs among healthcare facilities and outlines roadblocks to adoption.
Posted 18 Dec 2009
The social collaboration platform provider puts out a new release geared toward community managers.
Posted 14 Dec 2009
Magic Quadrant for Social Software in the Workplace '09: Gartner narrows its scope and crowns leaders for the first time, but notes that the market is still immature and there are "no safe bets yet."
Posted 10 Dec 2009
The online social CRM product allows salespeople to create deals, link up with social networks, and organize customers with unique SuperTag functionality.
Posted 10 Dec 2009
From hodgepodge to homogeneity, Intuit provides a new home for customer information.
Posted 03 Dec 2009
Analyzing churn helped the Internet service provider improve not just the targeting of its messages, but its overall customer retention as well
Your data is multiplying, your channels are extending, the chatter is never-ending. You're already having trouble keeping up with the stream of information. What happens when that stream becomes a flood?
Big brands and consumers alike see a newfound value in trust.
Web 2.0 Expo '09: Keynote speaker Chris Brogan converses with attendees on the art listening and what really to do on Twitter, aka the Serendipity Engine.
Posted 28 Nov 2009
Web 2.0 Expo '09: Panel of 2.0 entrepreneurs hash out the most common routes to failure, paths to recovery, and acceptance of "I Can Has Failure."
Posted 28 Nov 2009
Sage Summit '09: Brent Leary conveys to Sage attendees why CRM is turning into SCRM - and why hash tags matter.
Posted 18 Nov 2009
The social business software player announces a new version of its platform, connects communities, and makes a play for the iPhone.
Posted 15 Nov 2009
Ad:Tech '09: Sites such as Walmart.com prove there's more to e-commerce than just shopping carts.
Posted 14 Nov 2009
Ad:Tech '09: eMarketer CEO relays social statistics and strategies and highlights a social customer case study.
Posted 14 Nov 2009
Sage Summit '09: Company executives describe the response to key industry trends, such as social media, cloud computing, and globalization.
Posted 14 Nov 2009
Forrester Consumer Forum '09: In order to interact with the multi-channel customer, companies must recognize changing consumer behaviors, expand reach on multiple channels, and embrace digital tools.
Posted 03 Nov 2009
Forrester Consumer Forum '09: Analyst provides three steps for making the customer experience matter.
Posted 03 Nov 2009
CRM providers are like scavengers these days, eager to poach from a competitor's client list.
An older CRM vertical gets a new dose of on-demand technology.
With StayinFront EdgeRx, The vendor diagnoses a new hosted CRM version for its life sciences customers.
Posted 27 Oct 2009
Social Ad Summit '09: How to make connections contagious and promote customer's passions. Deep Focus's Ian Schafer shares secrets behind the "Mad Men Yourself" campaign.
Posted 23 Oct 2009
Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.
Posted 22 Oct 2009
Industry thought leaders -- Hinchcliffe & Co., Asuret, and Socialtext -- join forces to drive success in enterprise social computing projects. Plus, Socialtext calculates an announcement of its own.
Posted 21 Oct 2009
Oracle OpenWorld '09, Day 4: The final conference keynote featuring CEO and Founder Larry Ellison pumps up the crowd with a few surprise guests and a sneak peak at Fusion Apps.
Posted 15 Oct 2009
Oracle OpenWorld '09, Day 2: Executives detail Oracle's broad strategy as a systems provider, and its head of CRM delves into transforming technology at the application layer.
Posted 14 Oct 2009
Oracle OpenWorld '09, Day 3: One executive calls Oracle CRM On Demand not only Big Red's fastest-growing software-as-a-service application, but its fastest-growing application — period.
Posted 14 Oct 2009
AIIM ECM Seminar: "We are at a tipping point," said industry president, telling attendees that the time is now to establish an Enterprise Content Management plan-of-action.
Posted 05 Oct 2009
The release of OmniSocial unifies the company's collaboration, social media, and community products.
Posted 03 Oct 2009
They say you can't manage what you can't measure. But what if you're using the wrong ruler?
Times are changing — and so should your metrics.
In-depth analysis of online activity helps Rail Europe get its Web operations back on track.
The social media monitoring company extends its truCast Suite and segments its capabilities based on user needs.
Posted 17 Sep 2009
Gartner CRM Summit '09, Day 1: CRM analyst Michael Maoz says not only are consumers losing trust in corporations, but they are managing more aspects of the relationship.
Posted 17 Sep 2009
Gartner CRM Summit '09, Day 2: Analyst Gene Alvarez emphasizes the strategic importance of expanding e-commerce with the power of Web 2.0 technologies.
Posted 17 Sep 2009
Gartner CRM Summit '09, Day 3: Connecting with customers relies on the power of influence.
Posted 17 Sep 2009
The company brings forth its fifth option for CRM users, Salesforce Contact Manager, geared toward the smallest of businesses.
Posted 09 Sep 2009
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
Posted 09 Sep 2009
The CRM vendor scoops up a social networking and community platform provider for $6 million to expand its social CRM offerings.
Posted 09 Sep 2009
Aberdeen Group fleshes out the top reasons for business intelligence investments among small-to-midsize businesses.
Posted 07 Sep 2009
AMI-Partners reports 100 percent growth in interest among small-to-midsize businesses in managed software and services.
Posted 07 Sep 2009
A new version of Sage's contact and customer management software sports a redesigned interface, social media capabilities, and e-marketing functionality.
Posted 04 Sep 2009
Microsoft and IBM do the most sharing, with Novell playing close behind.
Posted 02 Sep 2009
Despite an uptick in business activity, Pear Analytics says the majority of Twitter posts contain "Pointless Babble."
Posted 02 Sep 2009
CRM Evolution '09: CRM consultant shares tips for barreling through the economy and thriving in a post-recession world.
Posted 02 Sep 2009
A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]
Friending Consumers
Making Social Media Matter
TONY HSIEH
CHIEF EXECUTIVE OFFICER, ZAPPOS.COM
GUY KAWASAKI
AUTHOR, COFOUNDER, ALLTOP
ANTHONY LYE
SENIOR VICE PRESIDENT FOR CRM, ORACLE
Eager to play with social media, employees of CRM vendors are finding themselves burdened by new rules
CRM Evolution '09 — Day 2: Altimeter Group Partner Ray "R" Wang clues conference attendees in on how customer data can lead to a connected enterprise — and why B2B is dead.
Posted 29 Aug 2009
CRM Evolution '09 — Day 3: Two sets of panelists take the stage to confer on social CRM — where we are now and where we may be headed.
Posted 29 Aug 2009
CRM Evolution '09 — Day 1: Sales and strategy luminaries offer tips for staying above ground -- and prospering -- during the downturn.
Posted 25 Aug 2009
Magic Quadrant for SFA '09: The research firm evaluates two fewer vendors this year, and promotes Oracle CRM On Demand to join corporate cousin Siebel CRM in the top quadrant for the first time.
Posted 19 Aug 2009
The behavioral analytics provider boosts scalability, flexibility, and affordability with its new deployment model.
Posted 13 Aug 2009
Citing heavy demand, the research firm unveiled its first-ever evaluation of nine vendors in the rapidly maturing space.
Posted 13 Aug 2009
Hypatia Research discusses the importance of enterprise feedback management and the future of the market.
Posted 11 Aug 2009
A new Forrester Research report encourages organizations to embrace self-service business intelligence and mash it up to get even more intelligent.
Posted 05 Aug 2009
The productivity suite provider integrates email and CRM, beefs up its Projects application, and entices Salesforce.com users to switch over.
Posted 04 Aug 2009
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Improved surveying techniques improve a hospital's patient centricity.
Online Exclusive: The drug of choice might involve moving from historical analysis to predictive modeling.
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Posted 29 Jul 2009
AIIM report details traits of today's Enterprise Content Management industry.
Posted 21 Jul 2009
Gartner Magic Quadrant for MDM for Customer Data '09: As vendors continue to invest in master data management initiatives, Initiate Systems joins IBM and Oracle in this year's top segment.
Posted 18 Jul 2009
The enterprise feedback management vendor scoops up an online-survey software player.
Posted 14 Jul 2009
With new versions of PASW Data Collection and PASW Collaboration and Deployment Services, SPSS helps analysts and business users alike manage the voice of the customer.
Posted 13 Jul 2009
Inbound marketing vendor HubSpot offers a new social media monitoring solution and gives advice to small businesses toying with Twitter.
Posted 11 Jul 2009
The Harte-Hanks software division's Version 12 refreshes real-time validation capabilities, business-rules sharing, and dashboard interfaces.
Posted 11 Jul 2009
Oracle releases financial results, announces the departure of an influential leader, and creates news around its Fusion Middleware Apps.
Posted 09 Jul 2009
The listening platform provider brings social media analysis to the CRM world.
Posted 09 Jul 2009
Magic Quadrant for CRM Service Providers '09: The market for CRM consulting and solution implementation services grew in 2008, but the next year will bring challenges for all providers, including the foursome Gartner rated tops: Accenture, Capgemini, Deloitte, and IBM Global Services.
Posted 09 Jul 2009
AMI-Partners research indicates that small businesses aren't as slow to get social as some have contended. What's driving adoption? The blurring of the lines between professional and personal uses of social networking.
Posted 04 Jul 2009
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
Forget money: Trust, transparency, and value represent today's social currency.
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
Social media monitoring vendor Visible Technologies launches TruReputation and expands its search reputation management offerings.
Posted 27 Jun 2009
Magic Quadrant for Data Quality Tools '09: Five leading vendors hold their ground, despite a slight slip by SAP.
Posted 27 Jun 2009
Portal software provider builds upon its sales enablement offering with version 6.0 and taps into what one analyst calls an "emerging market" in the process.
Posted 19 Jun 2009
Mediabistro Circus '09: Social media maven Steve Rubel shares insight into marrying brands and consumers displaying "selective ignorance."
Posted 11 Jun 2009
An Aberdeen Group study suggests it's not too late to begin tapping into social media to manage your brand reputation online. Not yet, anyway.
Posted 10 Jun 2009
Internet Week '09: Brand Exposure event shows companies how to join the conversation.
Posted 10 Jun 2009
A new Aberdeen Group report contends that BI could cost your organization more than you think, but some investments can help avoid budget blunders.
Posted 01 Jun 2009
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
If you expect employees to stay within the lines, you need to draw the lines first.
Quality time — and high-quality engagement — on Twitter helps CruiseDeals.com extend its brand and develop leads.
Fewer than half of all organizations have a defined strategy regarding customer data, according to research by Experian QAS.
Posted 28 May 2009
Gartner unveils its 2009 "Cool Vendors" in business intelligence and performance management.
Posted 25 May 2009
The provider of lead-generation solutions unveils Demandbase Professional 2.0 to help B2Bs target the right people at the right time.
Posted 22 May 2009
Sage Insights '09: Executives revisit the Sage CRM 2010 roadmap with insight into what CRM users want -- and are ready for.
Posted 20 May 2009
The email marketing vendor brings social capabilities to the inbox, and has reasons of its own to celebrate.
Posted 14 May 2009
Sage Insights '09: Executives outline the future for Act! by Sage, SalesLogix, and Sage CRM products, and discuss the company's "transformational year."
Posted 14 May 2009
The latest edition of E-Business Suite offers a medley of enhanced capabilities, from compensation incentives to supply chain management. Also, Oracle waives first-year Extended Support costs for some customers.
Posted 04 May 2009
Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion.
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
The candy brand integrates its messaging across Twitter, Flickr, Wikipedia, YouTube, Facebook, and elsewhere on the social graph.
The online business directory's new Data Fusion product targets issues of data quality.
Posted 30 Apr 2009
New research points to a growing but immature market, populated with "a great mass of junior analysts who…can get quite confused about the depth of all these issues."
Posted 30 Apr 2009
Aberdeen Group reveals that, as technology budgets are slashed, organizations are deploying new methods to meet the mobility demand and to appease "pro-sumers."
Posted 28 Apr 2009
With its latest edition, the software-as-a-service business intelligence vendor touts usability over features.
Posted 24 Apr 2009
In a transaction valued at $7.4 billion, Big Red scoops up the software-and-services provider after Sun's failed negotiations with IBM.
Posted 20 Apr 2009
Software spending among small and midsize businesses is now expected to grow at an annual rate of 6 percent during the next five years -- with software-as-a-service leading the charge.
Posted 09 Apr 2009
The MDM vendor releases a new application to empower business issues with data management.
Posted 09 Apr 2009
The vendor updates its software for data mining and text analytics, ditching the "Clementine" brand name for "PASW," an acronym for "predictive analytics software."
Posted 06 Apr 2009
Web 2.0 Expo '09: Keynote speakers urge audience to connect with customers -- by telling stories and, above all else, by being honest.
Posted 03 Apr 2009
Web 2.0 Expo '09: Social media thought leaders Charlene Li, Jeremiah Owyang, and Peter Kim discuss the barriers to social media marketing, and how to encounter them without going "over capacity."
Posted 02 Apr 2009
Web 2.0 Expo '09: Keynote speakers strike a common chord -- consumers want their corporations and their government to open up.
Posted 02 Apr 2009
Vendors unleash a new round of community forums for their customers.
A recent report reveals what even flawed marketers might achieve with efforts involving social media.
Posted 31 Mar 2009
Search Engine Strategies NYC '09: Expert panel discusses the state of search -- and what marketers and consumers can do with it.
Posted 30 Mar 2009
Search Engine Strategies NYC '09: In the current economic climate, even top-shelf brands need to be wary. "Marketing must move from passion to compassion," according to a presenter.
Posted 30 Mar 2009
Search Engine Strategies NYC '09: Top twitterer Guy Kawasaki explains how to use the microblogging site for marketing, and why "nobodies are the new somebodies."
Posted 25 Mar 2009
Magic Quadrant for BPM Suites '09: Established players continue to thrive as the space continues to evolve.
Posted 13 Mar 2009
The company data provider focuses on bringing more intelligent data to the midmarket.
Posted 12 Mar 2009
Gartner Business Intelligence Summit '09: Industry experts weigh in on aligning BI initiatives with business strategy.
Posted 10 Mar 2009
Gartner Business Intelligence Summit '09: BI remains a top priority, but one that often conflicts with reality.
Posted 09 Mar 2009
With its latest release of Insights, the community platform provider establishes metrics and methodology to show the health of communities.
Posted 04 Mar 2009
On-demand billing vendor Zuora takes its Z-Commerce platform to the social networking cloud.
Posted 03 Mar 2009
Mobile CRM has been around for years, but Apple's handheld device has upended everything. Now vendors are rewriting applications, companies are rethinking the BlackBerry's seeming stranglehold, and users are wondering what's next. The answer may be nothing less than a CRM revolution, and a chance for Apple to enter the enterprise.
As LinkedIn grows, what does the future hold for enterprise social networking?
Assisted living is a growth industry, but one suffering from information overload.
Magic Quadrant '09: This year's roundup shows continued investments -- and more than a few shakeups.
Posted 24 Feb 2009
Predictive Analytics World '09: A former Amazon.com executive shares the steps required to manage today's customers.
Posted 20 Feb 2009
Predictive Analytics World '09: With a goal of operational excellence, you can target the right customers and save money along the way.
Posted 18 Feb 2009
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
Posted 13 Feb 2009
BlackBerry Media Event: The smartphone provider describes the release as "the easiest upgrade ever."
Posted 11 Feb 2009
Oracle BI Forum: Blending BI and performance management can lead to operational and management excellence.
Posted 10 Feb 2009
A provider of software for lead generation and Web analytics releases a new product to further segment and target prospects.
Posted 10 Feb 2009
Magic Quadrant '09: This year's edition shows the biggest players dominating the BI Platform market.
Posted 09 Feb 2009
The enterprise feedback management vendor broadens its multichannel reach and releases a new on-demand platform.
Posted 04 Feb 2009
The research giant unveils five predictions for business intelligence in 2009.
Posted 02 Feb 2009
Gartner analyst shines a little hope on the downtrodden marketer: Try spending to save, but be sure to get quick results.
Posted 02 Feb 2009
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
Technology provider National Instruments caters to a community.
Playboy and other entertainment companies make cuts—but hope to keep the brand alive.
IBM announces cloud-based services within LotusLive, plus integration with CRM players, social networking, and mobile applications.
Posted 26 Jan 2009
The provider of professional services automation -- now a NetSuite company -- announces closer integration with Salesforce.com.
Posted 19 Jan 2009
The research firm compares the top vendors in the space.
Posted 14 Jan 2009
The small-business CRM provider unleashes Basic, Deluxe, and Pro editions.
Posted 12 Jan 2009
Analysts weigh in on content management trends for the New Year.
Posted 07 Jan 2009
Sales compensation helps a communications provider close deals more quickly.
A Forrester analyst reveals a five-part plan to deploy successful applications -- and to defy the downturn in the process.
Posted 05 Jan 2009
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
A few insights on the subject from various thought leaders.
The industry knows how to write policies, but can it create efficient policies for its own business processes?
SAP's business intelligence division strengthens its abilities in data warehousing and data exploration with its latest BI OnDemand release.
Posted 17 Dec 2008
Research indicates that the use of social networks among small businesses will double over next 12 months.
Posted 17 Dec 2008
Gartner points to the continued evolution of software-as-a-service implementations.
Posted 12 Dec 2008
Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.
Posted 11 Dec 2008
Consumer Health World '08: Health 3.0 involves an alignment with the consumer Web, but as much as consumers are clamoring for personalization, adoption still lags.
Posted 10 Dec 2008
The Entellium saga continues as it files for bankruptcy protection, and competing vendors look to pick up the SMB solution provider's pieces.
Posted 04 Dec 2008
The CRM vendor's mobile solution is now available for Nokia phones and other smartphones running the Symbian operating system.
Posted 04 Dec 2008
A survey by Coremetrics shows a general decline in e-commerce holiday-shopping results -- but several verticals saw a surprise lift.
Posted 02 Dec 2008
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
Will the Grinch steal retail's favorite season?
CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers' search burden.
An IDC survey indicates that few users pay attention to advertising on social networking sites; more than half say they find ads there "annoying."
Posted 26 Nov 2008
Magic Quadrant for Social Software '08: New report shows an immature and clustered marketplace for collaborative and social tools.
Posted 24 Nov 2008
Sage Summit '08: Sage CRM General Manager David van Toor fields questions on social CRM, the recession, and collaborative communities.
Posted 21 Nov 2008
Sage Summit '08: Keynotes reveal inaugural customer awards and encourage customers to fight through the recession like champions.
Posted 19 Nov 2008
A depressed shopping season may lead to a transformation of consumer behavior -- and the disappearance of several brand-name retailers.
Posted 13 Nov 2008
Forrester Research reveals an Enterprise Web 2.0 growth chart.
Posted 10 Nov 2008
Dreamforce '08: Salesforce.com's partners capitalize on conference momentum with a number of new announcements and product releases.
Posted 07 Nov 2008
Dreamforce '08: The SaaS vendor ups research funds for CRM, declaring this a critical time to listen to and invest in customers and employees.
Posted 05 Nov 2008
Dreamforce '08: Salesforce.com cofounder, Chairman, and CEO Marc Benioff announces the cloud company's foray into Web sites and its integration with Facebook and Amazon Web Services platforms.
Posted 03 Nov 2008
They're sticking around longer—that means their spending money has to last as long as they do.
A DirecTV reseller gets bigger, fast.
Personas, avatars, and social communities will drive spending in 10 years.
As high-tech companies seek new directions, is the customer experience falling through the gap?
Infusionsoft updates its marketing software with a user-intuitive, fuss-free interface.
Posted 29 Oct 2008
Forrester says business architecture is coming to the fore -- and could raise interesting questions for technology departments.
Posted 27 Oct 2008
Forrester report shows that B2B marketing, unlike its B2C counterpart, may be lax in diving into Web 2.0 business efforts.
Posted 23 Oct 2008
From "going green" to the consumerization of the enterprise, the research firm outlines factors that will soon shake up the workplace.
Posted 21 Oct 2008
MDM Summit '08: Vendors and customers bemoan the growing pains of master data management -- and revel in its growth spurt.
Posted 20 Oct 2008
Consona Connect '08: Say goodbye to the names Knova and Onyx -- the two are joining forces under Consona CRM.
Posted 19 Oct 2008
Teradata Partners '08: With product enhancements galore, the enterprise data warehousing company kicks off its annual conference with a commitment to collective intelligence.
Posted 15 Oct 2008
Teradata Partners '08: Regardless of what you ask, customers tend to be averse to opting in or out -- in fact, they often prefer not to opt at all.
Posted 15 Oct 2008
Two studies offer different perspectives on CRM adoption -- and yet both see an opportunity for continued growth.
Posted 10 Oct 2008
The acquisition means a greater project portfolio management breadth for Big Red's enterprise PPM suite.
Posted 10 Oct 2008
With the days of never-ending on-premises engagements and limitless budgets long gone, CRM can no longer sustain the consultancies of yesteryear. But what kinds of professional services are still needed in today's CRM industry—and what kind of CRM are consultants selling?
The mobile-service provider runs into problems and looks to customer experience as a solution.
A valuable customer management system is worth saving.
Data Integration Magic Quadrant '08: Informatica and SAP-Business Objects join Big Blue as the leading integrators.
Posted 30 Sep 2008
Oracle OpenWorld '08: The vendor introduces and expands Social CRM applications and an initiative to integrate social networking with CRM.
Posted 29 Sep 2008
Oracle OpenWorld '08: Partnering with HP and Intel, the software giant introduces not one but two servers.
Posted 24 Sep 2008
Oracle OpenWorld '08: Intel's CEO addresses the fast-paced world of computing, an extended commitment with Oracle, and Green IT.
Posted 23 Sep 2008
Oracle OpenWorld '08: The vendor kicks off its annual conference with a Monday keynote filled with a laundry list of announcements, strategies, and roadmaps.
Posted 22 Sep 2008
Gartner Web Portals, Content & Collaboration Summit '08: An active and collaborative community involves taking liberties and setting limitations.
Posted 19 Sep 2008
Gartner Web Innovation Summit '08: Salesforce.com chairman and CEO weighs in on the evolving software landscape and his CRM company's monumental leap onto the platform.
Posted 17 Sep 2008
Gartner Web Innovation Summit '08: Computing on the Web today means community, collaboration, and consumerization.
Posted 16 Sep 2008
SalesLogix version 7.5 offers extended Web access and customization features.
Posted 15 Sep 2008
SAS Institute broadens its customer intelligence with a new analytics solution.
Posted 12 Sep 2008
Gartner CRM Summit '08: Key takeaways include building upon the customer experience and embracing social trends; 90 percent of attendees report CRM budgets have either remained the same or increased over the past year.
Posted 11 Sep 2008
Gartner CRM Summit '08: Industry analyst provides recommendations in keeping interactions with the customer skin-deep.
Posted 08 Sep 2008
Infusionsoft Marketing Revolution Tour: The marketing automation provider helps small businesses manage sales opportunities.
Posted 04 Sep 2008
Appian, a provider of business process management software, partners with enterprise architecture specialist Mega automates and streamlines business processes.
Posted 02 Sep 2008
The Rethinker: Kevin Bandy -- partner & manager of directory sales and marketing transformation, Accenture.
The Penny-Pincher: Sridhar Vembu -- chief executive officer, AdventNet, parent company of Zoho.
Networking the enterprise.
Sending the bill, from A(ria) to Z.
Swifter connections and speedier results with EchoSign and Salesforce.com.
With Siebel Systems and PeopleSoft finally assimilated, Oracle takes its place atop the throne.
Despite an increasingly blurry line between data quality and data integration, SAS Institute's DataFlux wins yet again.
The open-source CRM vendor offers a free yearlong trial of its ConcourseSuite 5.0 for businesses with up to 100 users.
Posted 28 Aug 2008
Maximizer Software announces a branding strategy for its Mobile CRM product.
Posted 25 Aug 2008
Oracle's BEA Welcome Event: The enterprise software provider shares its post-acquisition roadmap, and promises "no forced migration."
Posted 22 Aug 2008
destinationCRM 2008: Closing keynote speakers tackle issues and the changing face of the CRM industry.
Posted 20 Aug 2008
destinationCRM 2008: Keynote addresses today's customer demands and what companies can do to keep them coming back.
Posted 19 Aug 2008
destinationCRM 2008: To build customer loyalty, make experiences memorable.
Posted 18 Aug 2008
A new Forrester report points to more emphasis on real-time data warehousing -- and outlines five ways to go about it.
Posted 15 Aug 2008
The provider of open-source ERP and CRM products releases an upgrade with more analytic and greater integration.
Posted 13 Aug 2008
With a nod to Apple's iPhone, the enterprise application vendor reconfigures the user interface for its business software.
Posted 11 Aug 2008
In addition to those two vendors, Dun & Bradstreet's Purisma and Oracle UCM remain near the top of the research firm's latest report.
Posted 11 Aug 2008
Marketing pro Dan Kennedy and Infusionsoft offer marketing advice for small businesses.
Posted 08 Aug 2008
CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.
A Canadian school district doubles its number of phones -- and still saves money.
On The Scene: Gartner AADI & Gartner Enterprise Architecture -- Now's the time to decide upon a business process platform.
Physical and mental wellness can affect the quality of customer service.
Pivotal CRM 6.0 makes the platform more familiar for users.
Posted 30 Jul 2008
The open-source data integration company provides a SugarCRM Solution Pack to solve integration woes.
Posted 28 Jul 2008
ABI Research predicts the industry will reach $1.3 billion within five years.
Posted 23 Jul 2008
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
Posted 21 Jul 2008
AIIM offers a return-on-investment calculator for email management -- and spotlights the problem that email has become.
Posted 18 Jul 2008
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
Posted 17 Jul 2008
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
Posted 14 Jul 2008
The customer interaction management vendor -- now an nGenera company -- partners with Denodo to offer data mashups.
Posted 09 Jul 2008
Forrester says "persuasive" content management relies on having technology and marketing personnel understand each other.
Posted 07 Jul 2008
With CrowdSound, companies can put an ear to customer noise.
Posted 02 Jul 2008
It's no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM.
On The Scene: Web 2.0 -- As enterprise social computing takes off -- and employees clamor for more -- CRM providers scramble to connect, as well.
As healthcare becomes more technologically advanced, are patients better served?
Orchid Book Distributers, an Irish seller of textbooks and training manuals, sprouts email newsletters from VerticalResponse.
Gartner advises technology departments to gear up for the next wave of modernization.
Posted 30 Jun 2008
Two recent reports throw a bit of cold water on master data management, despite significant benefits and business process gains.
Posted 25 Jun 2008
Teradata's reselling of Trillium DQ offerings offers a boost in master data management for enterprises.
Posted 23 Jun 2008
Magic Quadrant for Data Quality Tools '08: Business Objects, IBM, Informatica, and Harte-Hanks' Trillium Software join the SAS Institute unit in the top box.
Posted 20 Jun 2008
The company's nonlinear, collaborative workspace product brings visualization to customer relationships and business projects.
Posted 18 Jun 2008
A weakened economy leads to a reduced growth prediction, but IBM still remains on top.
Posted 16 Jun 2008
Gartner Application Architecture, Development & Integration Summit '08: Industry experts share insight on the future of information technology.
Posted 12 Jun 2008
Gartner Application Architecture, Development & Integration Summit '08: Analysts weigh in on cloud computing, social networking, and the new face of AADI.
Posted 11 Jun 2008
Information Builders Summit '08: Analysts weigh in on the BI industry and a changing market.
Posted 04 Jun 2008
Information Builders Summit '08: Information Builders strengthens its WebFOCUS platform, delivering on cost-effectiveness and demands for analytics.
Posted 03 Jun 2008
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
With chaos in the airline industry, is it any wonder customers find their faith anything but sky-high?
How Lithium Technologies' online community-based CRM solution saved Christmas.
Business process management provider releases new suite offerings.
Posted 28 May 2008
AIIM content management research shows steady Enterprise 2.0 growth--but also vague understanding of the topic.
Posted 27 May 2008
The open source CRM vendor moves to put customization and control in the hands of enterprise customers and partners.
Posted 22 May 2008
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
Posted 21 May 2008
As master data management moves out of the early-adoption phase, Forrester Research forecasts trends for the year, reasons for failure, and recommendations for future success.
Posted 19 May 2008
The hefty merger hopes to rival IBM, but provides little advancement in terms of CRM.
Posted 14 May 2008
Gartner and IDC reports show Enterprise 2.0 is growing among enterprises and a valuable resource for retailers.
Posted 12 May 2008
ISM Top 15 '08: The CRM consultancy anoints its annual crème de la crème of the industry, and divulges emerging and prevalent industry trends.
Posted 09 May 2008
Infor releases a CRM software package designed to meet the needs of the midmarket.
Posted 05 May 2008
Retailers beware: Survey blames inflation, unemployment, and smaller income gains for buyer burnout.
Posted 01 May 2008
On The Scene: AIIM 2008 -- Fostering online communities and embracing user-generated content can provide great value for CRM.
The SaaS and PaaS vendor becomes a public company in an unorthodox way, raising funds for further development of its Etelos Marketplace.
Posted 28 Apr 2008
Web 2.0 Expo '08: With interest in Enterprise 2.0 at an all-time high, it's time to get the people behind you.
Posted 25 Apr 2008
Web 2.0 Expo '08: Mashups and meshes and dashboards -- oh, my!
Posted 25 Apr 2008
Web 2.0 Expo '08: Aiming to innovate is always in season.
Posted 24 Apr 2008
A new study shows that even top Web companies slack when it comes to the phone -- But the delayed response time could be drastic sales matter.
Posted 10 Apr 2008
Wireless data provider Mobile Data Now hooks CRM up to mobile devices.
Posted 07 Apr 2008
Enterprise social networking takes flight with Trampoline Systems' newest release.
Posted 31 Mar 2008
With yet another Web-based application -- Zoho Invoice -- the Zoho Suite extends its sweet offerings.
Posted 28 Mar 2008
The fourth annual Beagle Research study outlines the year's seven coolest and most innovative industry solutions.
Posted 26 Mar 2008
The CRM vendor enhances sales force features and contact management through intricate integration with Microsoft Outlook.
Posted 24 Mar 2008
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
Posted 20 Mar 2008
The vendor ventures into the on-demand CRM waters by dipping its toe into one corner of the financial services market -- institutional asset management.
Posted 17 Mar 2008
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Posted 12 Mar 2008
Sage Software's latest CRM shift promises one step up in mobility and another toward integration.
Posted 10 Mar 2008
AIIM '08: Analytical findings reveal certain trends when mapping out Web content management (WCM).
Posted 07 Mar 2008
AIIM '08: With enterprise content management on the rise, users demand to have what's easy.
Posted 05 Mar 2008
The CRM vendor brings a new offering --- and name --- to the marketplace.
Posted 03 Mar 2008
With its new OpSource Connect, the provider of software-as-a-service infrastructure sees mainstream acceptance of SaaS as a sign that the industry is primed to tackle integration now.
Posted 29 Feb 2008
The on-demand supplier of customer service solutions targets contact center efficiency.
Posted 26 Feb 2008
The software conglomerate's Infor CRM Epiphany Outbound Marketing 7.1 offers industry-specific features for retailers.
Posted 25 Jan 2008
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