destinationCRM.com — CRM Buyer's Guide
CRM Media
143 Old Marlton Pike
Medford NJ 08055
United States

PH: 212-251-0608
FAX: 801-838-2457
Visit their Web site: www.destinationCRM.com
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CRM Media is a division of Information Today, Inc., a leading publisher of business technology content, and conferences in the United States and Europe.

Whitepapers, Archived Webcasts and Sponsored Content
This company is listed in the following categories:
AnalyticsChannel ManagementCustomer Service/Call CentersEnterprise CRM
IntegrationMarketing AutomationSales AutomationSMB/Mid-market CRM
Social CRM
Articles Mentioned
The New Roles of Customer Service Outsourcers
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
The Evolution of the MBA
What business schools are doing to better prepare your future employees.
Microsoft Dynamics Convergence: Microsoft Homes in on Customer Centricity
Convergence keynote speaker says businesses that serve customers best are P2P (people-to-people).
Interactive Intelligence to Acquire OrgSpan
The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.
Viralheat Integrates with Salesforce's Desk.com Platform
Viralheat enhances its enterprise social media monitoring and management platform with Salesforce Desk.com integration.
LiveHive Integrates with Salesforce CRM
The integration of LiveHive with Salesforce.com lets users share, track, and organize sales content and prospect engagements in one place.
Salesforce ExactTarget Partners with Datalogix
The partnership between ExactTarget's Marketing Cloud and Datalogix seeks to increase the impact of social advertising campaigns.
FICO Acquires Big Data Analytics Technology from Karmasphere
FICO will roll the acquired technology into its FICO Analytic Cloud.
Curalate Extends Its Visual Analytics Platform to Tumblr
Curalate's solution derives insight from the 75 percent of Tumblr posts that contain no text.
EasyAsk Brings Natural Language Search and Merchandising to Hybris
EasyAsk for Hybris brings e-commerce search, navigation, and merchandising to Hybris' e-commerce platform.
inContact Unveils First 2014 Release of Cloud Contact Center Software
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
Intelliverse Adds Gamification to IntelliConnection Sales Acceleration Software
Gamification introduces competition as a tool to increase employee productivity and motivation.
ServiceSource Releases Scout Formulas Analytics Tool
Scout Formulas allow businesses to increase customer success and trigger customer engagement with unique key performance indicators and rules.
ChannelAdvisor Adds Smarter E-Commerce in 2014 Spring Release
ChannelAdvisor's 2014 Spring update enhances digital marketing, repricing, and fulfillment capabilities for online retailers.
Savo Debuts Sales Process Pro, a Sales Productivity Platform
Savo Sales Process Pro integrates with CRM solutions, marketing automation tools, and sales methodologies.
Viacom and Mass Relevance Partner to Launch EchoGraph
Social media platform will track and analyze social activity for advertisers.
Resonate Adds Audience Building and Market Positioning to Analytics Platform
Resonate Analytics now empowers marketers and brand managers to match messaging, products, and services with consumer motivations.
IBM Acquires Marketing Automation Player Silverpop
The deal is the latest in a series of acquisitions in the marketing automation space.
TeamSupport Adds Reporting and Analytics to Its Help Desk Software
Customer service teams using TeamSupport will benefit from new business intelligence capabilities.
Freshdesk Launches iOS App
Agents can now support customers from anywhere on their iPhones.
Zendesk Acquires Live Chat Provider Zopim
Zendesk plans to integrate Zopim's live and proactive chat software with its customer service platform.
B2B Marketers Must Stop Relying on Customer Data Found In-House, Forrester Research Finds
Marketers should embrace external, nonobvious sources to determine how buyers make purchasing decisions.
Sysomos and Clarabridge Partner on Multichannel Customer Analytics
The technology partnership pairs social intelligence with customer insights.
Backupify for Salesforce Now Offers One-Click Restore
New Backupify Restore function gives users a one-click cloud-to-cloud backup of Salesforce data.
NICE Enhances Gamification in Performance Management Solution
New rewards, and individual and team challenges are among the NICE gamification enhancements.
Clarabridge Acquires Market Metrix
Its acquisition of Market Metrix provides Clarabridge with enterprise feedback management, case management, and operational analytics.
SugarCRM and Marketo Partner
CRM, marketing automation integration aligns demand generation with key sales activities
Verve Mobile and RetailNext Partner
The partnership between Verve and RetailNext harnesses the combined power of mobile location-based targeting with in-store analytics.
Marketo Launches Customer Engagement Platform, Announces Strategic Partnership with Acxiom
Introduced at the Marketing Nation Summit, Marketo's solution features applications for real-time personalization, calendaring, and SEO optimization.
Ramius Releases Recollective Baseline Online Community Surveying Tool
Ramius' free Recollective Baseline service lets anyone conduct qualitative research.
Salesforce.com Realigns Around Six Industries
Salesforce's new industries strategy will focus on delivering solutions for key verticals.
D&B Launches Enhanced D&B360 Data Cloud Connector for Oracle Eloqua
D&B's improved D&B360 Connector offers faster, easier access to D&B business insight.
ReachLocal Launches ReachSEO
ReachSEO is designed to help SMBs increase visibility, leads, and ROI for their Web sites.
Nimble Launches Version 2.0 of Smart Contacts Widget
Nimble brings relationship insights and collaboration workflow for contacts to leading business productivity apps, including Gmail and Chrome browser.
4INFO Launches AdHaven Bullseye MultiScreen (Video Interview)
The multiscreen solution will improve campaign targeting and delivery by measuring actual sales.
Jaspersoft Partners with Talend for Big Data Solution
Jaspersoft's new Extract, Transform, and Load (ETL) Expanded Big Data Edition lets users get more from big data.
Hitachi Solutions Acquires Microsoft Dynamics CRM Consultancy Customer Effective
The strategic acquisition of Customer Effective strengthens Hitachi's CRM capabilities and resources and position in the financial services industry.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Taking the Plunge into Social CRM
Integrating social communities takes a true commitment.
CFI Group Awarded Patent Related to the American Customer Satisfaction Index
CFI Group also became the exclusive partner of the ACSI.
Marketo Adds C9's LeadMap to LaunchPoint Ecosystem
The predictive analytics app provides a more holistic view of the sales pipeline.
Lithium to Acquire Klout
Lithium's acquisition of the social influence scorer positions it to expand its data resources.
Taking Inspiration from Amazon and Netflix
Companies must flip the BI model from IT-dependent to self-sufficient.
LiveHive Launches Insights 2.0 with Predictive Prospect Opportunity Ranking
LiveHive's Insights solution tells salespeople which communications are resonating with customers.
D&B and SugarCRM Form Strategic Partnership
SugarCRM will be powered by D&B's business content.
Confirmit Launches Horizons Version 18
Horizons 18 features a new SmartHub, a single place to capture, analyze, and respond to customer and employee feedback.
Marketers Need to Reinvent Themselves, Adobe Execs Urge at Day Two of Adobe Digital Marketing Summit
The majority of marketers expect their roles to change next year, but few know how to handle it.
Blackbaud Adds Features to Altru CRM System for Arts and Cultural Organizations
The additions to Blackbaud Altru include features for ticketing, event management, and fundraising.
Solving Technology's People Problem
SAS Executive Conference shows how to lead an organization's embrace of technological change.
Adobe Announces Strategic Partnership with SAP, Touts Updates to Marketing Cloud at Adobe Digital Marketing Summit (Video Interview)
Adobe's innovations surround deeper Marketing Cloud integrations, the real-time enterprise, and mobile marketing.
Aspect Launches Proactive Engagement Suite
Aspect Software's Proactive Engagement Suite is a cloud-based customer communications platform.
Cirrus Insight Brings Eloqua Marketing Automation to Gmail
New integration brings information from Eloqua right into the Gmail inbox.
Build a Solid CRM Foundation
Master the basics before taking on the latest innovations.
Brand Marketers Have More Mobile Engagement Choices with New Scanlife Platform
Mobile site builder and rule-based experiences create more personalization.
Genesys Acquires Social Customer Care Provider Solariat
With the acquisition, Genesys aims to expand its social media engagement capabilities.
CIOs Are Pushing for More Innovation, Constellation Research Finds
As CIOs embrace new responsibilities, a chief digital officer role may emerge in the C-suite.
Scout by ServiceSource Integrates with Marketo
Scout Link for Marketo combines predictive analytics with marketing automation.
Nimble Adds Smart Summary to Relationship Management Platform
Nimble's dossier-like Smart Summary feature provides a brief yet detailed snapshot of customer data.
Viralheat Integrates Zendesk into Its Social Media Management Platform
Viralheat users can now create and manage support tickets for mentions on social media.
SAP and Accenture Launch Joint Business Solutions Group
The SAP-Accenture partnership will accelerate the time to value for joint solutions.
Altitude Adds Real-Time Analytics to uCI 8 Solution
Altitude uCI 8 upgrades deliver business dashboards and customizable insights to improve operational performance.
Silverpop Launches E-Commerce-Focused Marketing Automation Solution
The solution is the first of several industry-specific offerings to be released.
CRM Is in the Midst of an Expansion, Microsoft Execs Say at Convergence
Microsoft's Bill Patterson says CRM has to come together with so many other business applications.
At Convergence 2014, Microsoft Previews New Dynamics CRM Functionality
In his Day 1 keynote, Microsoft EVP Kirill Tatarinov showcases product enhancements resulting from recent acquisitions.
LevelEleven Makes User-Targeted Changes to Compete App
Contest creation is now easier and more robust.
Adobe Integrates Digital Publishing Suite and Adobe Experience Manager
Integration promises to streamline publishing and management into a unified content creation process.
Top 3 Customer Service Trends for 2014
This year's hottest customer service trends include social media, cloud technology, and mobile devices.
Six Customer Service Investments to Consider
Emerging technology trends hold great promise.
The 2014 CRM Service Leaders
Big Data Prompts 'Analytics Everywhere' Solutions
Everyday users can turn data into insight.
The 2014 CRM Rising Stars
On the Scene: NRF's Big Show
Harnessing technology to improve the retail experience.
The 2014 CRM Elite
Demandbase Updates B2B Retargeting
New functionality in Demandbase's B2B Retargeting solution lets users define who gets retargeted and for how long.
ReachLocal Launches LigerMobile for Creating Hybrid Mobile Apps
LigerMobile framework combines native app capabilities with cross-platform efficiency.
Astute Previews ePowerCenter 9
The latest version of Astute ePowerCenter is due for full release this spring.
SAVO Releases CRM Opportunity Pro for Microsoft Dynamics CRM
The updated application expands CRM integration and provides additional resources, guidance, and insights to sales reps.
Nimble Partners with Talkdesk to Create Social Call Center for Sales Teams
The partnership between Nimble and Talkdesk pairs entire customer contact histories from all channels.
Swiftpage Previews Act! Cloud
Swiftpage will release Act! solutions as part of an expanding cloud lineup, giving users automated recommendations for sales processes.
Oracle Buys Big Data Platform BlueKai to Extend Marketing Cloud
BlueKai's data management platform will bring added personalization to Oracle's marketing programs.
Badgeville Releases Visualize to Simplify Gamification
Badgeville's new Visualize offering features rich set of preconfigured gamification components and a toolkit for customizations.
Growing Acceptance of SaaS Is Good News for CXM
Companies find cost effectiveness, efficiency, and flexibility in expanded cloud offerings.
IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange
IntelliResponse's virtual agent technology is now integrated with the Salesforce1 Service Cloud.
Teradata Updates Customer Interaction Manager with Predictive Analytics
In its seventh edition, Customer Interaction Manager puts actionable insight in the hands of marketers.
Intelliverse Enhances Sales Automation Solution with Click-to-Dial Outbound Calling
New cloud-based outbound calling app improves sales organizations' prospecting efforts, reporting capabilities, and performance.
Microsoft Dynamics Release Adds Social Listening, Bolsters Marketing and Customer Care
Q2 release builds on feature sets from Parature, NetBreeze, and MarketingPilot acquisitions.
SocialWire Dynamic Product Ads Solution Boosts Order Values, Click-Through Rates
The platform promises results through synergy between organic search and Facebook ads.
SAS Will Soon Release Big Data Analytics for Hadoop
SAS In-Memory Statistics for Hadoop will speed big data analytics.
JasperSoft Expands Data Connections for Embedded Analytics
Users can speed up analysis by accessing their data directly or with data virtualization.
As Marketers Embrace New Tactics, Experian Studies Find Email Is Still King
Thanks to pop-up windows and responsive design, email remains the top marketing channel.
Market Force Unveils SocialForce, a Social Media Monitoring and Analytics Tool
SocialForce gives multi-location businesses insight into conversations about their brands, competitors, and industries.
Jive Updates Its JiveX Platform
The new version of JiveX features connectors into marketing automation and CRM software.
PowerObjects Releases PowerSocial, an Dynamics CRM Add-on for Social Media Management
PowerSocial Users can post and monitor Twitter and LinkedIn messages directly from Microsoft Dynamics CRM.
Jacada and Vocantas Bring Visual IVR to Schools
Scaller solution for higher education now sends surveys to students' mobile phones.
GetFeedback.com Unveils GetFeedback for Salesforce
GetFeedback for Salesforce lets users create mobile-ready surveys that integrate customer feedback directly into Salesforce.com applications.
SugarCRM CEO Larry Augustin: 'CRM Space Has Underinvested in the Needs of the Individual'
SugarCRM will devote its engineering budget to user-friendly changes in 2014.
Cirrus Insight Integrates Pardot and Hubspot into Gmail
Cirrus Insight brings Pardot and Hubspot marketing automation intelligence into users' Gmail inboxes.
BehaviorMatrix Secures Patent for Digital Emotional Data Capture
New platform will give advertisers deeper insight and enable a higher level of personalization.
Melissa Data Releases Free Address Auto-Completion Tool
Express Entry validates customer addresses as they are entered with type-as-you-go data correction.
Zilliant Rolls Out SalesMax OnDemand
Standalone interface is designed to improve user experience.
Experian Launches Data Quality Grader App on Salesforce1 AppExchange
Experian's Data Quality Grader provides a free data assessment tool.
Clipster Launches Redesigned Video Marketing Platform for YouTube
The updated platform enables marketers to better customize YouTube gadgets for in-video advertising.
Salesnet to Preview Excel Add-In
The new Excel Add-in for Salesnet CRM will be available for preview Feb. 17.
Should You Offer Social Customer Support?
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
Lattice Engines Helps Mindjet Identify Top Prospects
Software collaboration sales team focuses on highest quality leads with Lattice's Predictive Lead Scoring.
IVR Is the Right Prescription for a Native American Health System
Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.
Card-Linked Marketing Delivers Personalization
Merchants and banks tie sales to past purchase behavior.
Building Brand Loyalty (Video Interview)
Turn your customers' passion into a long-lasting brand relationship.
Law Firms Make the Case for CRM
Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.
Intelliverse Introduces Social Media Lead Generation Solution
Intelliverse brings together social media and sales automation with new Lead Generation app.
Cirrus Insight Brings Zendesk, Desk.com, and Quickbooks to Gmail
Customer service and accounting applications can be accessed from within Gmail.
Gigya Releases Consumer Insights, a Social Media Intelligence Tool
Consumer Insights aggregates customer data from other Gigya products to create a single profile.
Salesfusion Boosts Midmarket Presence with LoopFuse Acquisition
The Salesfusion platform gains social media and predictive capabilities with the LoopFuse acquisition.
MicroStrategy Releases New Mobile Analytics Apps
MicroStrategy Analytics App for iPad and Analytics Express for iPad are just some of the platform provider's newest releases.
Savo Acquires StoryQuest; Reveals Record Revenue Growth in 2013
Savo attributes a 30 percent increase in new client engagement to new products and key partnerships.
Interactive Intelligence's Customer Interaction Center Certified for Use with SAP CRM
CIC 4.0 achieves interoperability with SAP's CRM 7.0 solution.
Sailthru Launches Advance Analytics
New offering lets marketers identify opportunities from customer behavior and interaction histories.
Clarabridge Launches Partner Program
The Clarabridge Partner Program will help ISVs, integrators, consultants, and VARs with their projects.
Vendavo Launches SaaS-Based Profit Advisor
Automated price-optimization solution targets midmarket companies seeking profit advantages.
BigContacts CRM Now Synchronizes with Microsoft Outlook
BigContacts' Outlook plugin lets users sync contacts, calendars, events, and tasks.
Infer Launches Smart Signals for Business Intelligence
Infer Smart Signals draws on the Web to provide sales reps insight on prospects.
GoDaddy Launches Get Found to Help SMBs Boost Sales
GoDaddy's Get Found solution will keep SMBs' contact information up to date.
Amdocs Releases CES 9.1
Amdocs CES 9.1 includes new social and SMB capabilities for personalized experiences across channels and devices.
HootSuite Acquires Social Analytics Vendor uberVU
The uberVU acquisition bolsters HootSuite's enterprise offering.
Confirmit Acquires Integrasco
The acquisition of Integrasco brings social media and text analytics to Confirmit's solution set.
B2B Marketing Budgets to Increase by 6 Percent in 2014
Marketers face pressure to justify budget increases with revenue results, a Forrester study shows.
IBM Commits $1.2 Billion to Expand Its Cloud Network
The investment doubles the data centers running on SoftLayer architecture.
Swiftpage Launches Saleslogix 8.1
Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.
At NRF’s Big Show, IBM CEO Frames Big Data as a Natural Resource
The convergence of mobile, social, and the "Internet of Things" is creating more data to refine than ever.
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Is There Life After Death for Loyalty Points?
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
SAP Releases SAP InfiniteInsight Solution
SAP InfiniteInsight predictive analytics leverages technologies gained in the acquisition of KXEN.
Genesys Acquires Brazilian WFO Provider Voran Tecnologia
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
CRM—What Lies Ahead in 2014?
We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years.
Salesforce.com Addresses Claims of Cheating at Dreamforce's $1 Million Hackathon
Winners Thom Kim and Joseph Turian did not submit a new app, accusers say.
Salesforce.com Plans to Unveil Salesforce1 at Marc Benioff's Dreamforce 2013 Keynote
A preview of Dreamforce 2013 and Salesforce.com's new Salesforce1 platform
Demandbase Launches B2B Retargeting for Business Marketers
Demandbase's B2B Retargeting offers re-engagement opportunities through retargeted display ads.
SugarCRM Introduces Sugar UX Solution
Redesign aims for user-friendly changes.
Ford's Futurist Sheryl Connelly Forecasts 'Game-Changing' Trends at Ad:tech Keynote
Social, economic, and political changes are driving global trends.
Nestle's Peter Blackshaw Delivers Ad:tech Keynote on Nestle's Digital Transformation
Social and mobile dominate digital marketing discussions.
Nimble Introduces Nimble Everywhere
The newest version of Nimble's social relationship platform offers Nimble Contact Widget in Gmail and Outlook.
SmartFocus Partners with Scribe for Microsoft Dynamics CRM Integration
The partnership between SmartFocus, Scribe, and Microsoft enables greater marketing personalization.
SDL's Holiday Study Finds Consumers Willing to Pay More for a Positive Customer Experience
SDL evaluates customer experiences on preferred media, shopping times, and buying behaviors.
Nimble Integrates with Hootsuite for Social Selling
New Nimble Contacts widget for HootSuite enables business teams to access customer and prospect data right from within the social media monitoring app.
Keynote Speakers at Shop.Org Annual Summit Concur: Use Technology Strategically
Omnichannel retailing is about giving consumers what they want, in-store and online.
Retailers' Next Biggest Threat
In a showrooming world, more foot traffic does not equal more business.
The 2013 CRM Market Leaders
New Survey Highlights the Growth of Web Self-Service
Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
Microsoft Plans New Dynamics CRM Version for Fall Release
The new fall 2013 version features a new user interface, greater integration with social and collaboration tools, and more mobile support.
Beyond FAQs
The tangible benefits of online self-service.
Enterprise Software Retools Customer Experiences
Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.
SMB Mobile Adoption Is on a Fast Track
Sixty-eight percent will increase mobile spending in the next year.
Mobility Drives Multichannel Video Strategies
The personal nature of the platform requires new customer engagement tactics.
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Oracle and Salesforce Enter a Strategic Partnership
Both companies agree to integrate Salesforce.com and Oracle clouds.
Microsoft Opens Up at Convergence
Company comes out of its cocoon to help customers get the most value from IT investments.
Hesitation Hampers Banks' Social Media Opportunities
Many financial institutions are still not exploiting social media despite changing customer needs.
The Fan Business
Winning sports franchises know that selling tickets is only the beginning.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Microsoft Wants to Take CRM Everywhere
The company's stated goal is to support business users wherever they are and on whatever devices they're using.
Brad Wilson Named New CEO at Emailvision
The former head of Microsoft Dynamics CRM takes the top post at the cloud-based CRM solutions provider.
Insights Matter, the Data Proves It
Look to uplift modeling to predict customer actions.
Building an Impenetrable Cloud
Companies concerned about data security have more hybrid (public and private) cloud computing options.
Virtual Assistants Enter the Enterprise
Nina, Lexee, and Sophia follow Siri's lead…this time into the workplace.
To Be Social with Customers, Look Inside Your Organization
Proper engagement will require cross-enterprise change and strategy.
Industry Reacts to HP, Autonomy Shake-Up
What the software company's write-down could mean for customers, solutions.
Microsoft to Update Dynamics CRM
Enhancements include more social and video collaboration capabilities.
Transforming Social Media Data into Predictive Analytics
More organizations are leveraging psychographic data to forecast positive—and negative—results.
Cross-Channel Design Can Be Transformational
Companies today must deliver cohesive experiences across multiple touchpoints.
Don't Doom Your VoC Strategies
A six-step plan for overcoming common obstacles.
Customer Experience Finally…and Once Again
This "novel" concept is nothing new at all.
Oracle Recognizes the Need for Change
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
Mass Relevance Unveils The Product Studio
Self-serve platform features social media tools and curation settings.
IBM Launches Cloud-Based Marketing Center
New service combines analytics with real-time marketing execution capabilities.
Tread Cautiously with Personalization
Retailers can look at customers' locations, past purchases, and even their computer brand to customize content.
Avoid the Spam Folder
How marketers can save outbound emails from the dreaded fate.
Confirmit Acquires CustomerSat from MarketTools
The acquisition brings together two companies to with solid backgrounds in the voice of the customer market.
The 2012 CRM Market Leaders
The 2012 CRM Rising Stars
Oracle Debuts CRM On Demand Release 20
Software update includes industry-specific capabilities for life sciences, financial services, and more.
Oracle Picks up Involver
Latest acquisition strengthens the software giant's social media toolset
KANA Software Acquires Ciboodle
The deal brings together two customer service solution providers.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Crushpath Launches Play-By-Play Platform for Salespeople
New software solution promises a real-time look into deal activity
Satmetrix Debuts Social Net Promoter
Metric draws on sentiment analysis to tie customer conversations to brand customer experience strategy
Business intelligence and Analytics Are Getting Hotter
More companies are wising up to these applications' benefits.
Find the Right Social Media Monitoring Tool
Knowing how your brand is faring on the Web is essential, but which solution is best for your organization?
Big Data, Big Deal
What you don't know can hurt your business.
Becoming Preferred: Up-Level the Brand Experience
Learn how to be unique in a crowded marketplace and add distinctive value to customer experiences.
Marketing and Advertising Agencies Blur the Lines
Third-party partners are broadening their roles. What to consider for the perfect pairing.
The New Sales Toolkit
Fixing a sales process has never been easier.
Digital Media: How to Make Your Content Pop
Online videos are drawing more eyeballs than ever before. Here's what marketers need to know.
The 2012 Service Leaders
Leadership Changes for Microsoft Dynamics CRM
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Gen Y: The Next Generation of Spenders
They're young, educated, and tech-savvy. Here's how to get them to pay attention to you
Leadership Changes for Microsoft Dynamics CRM
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
5 Hot Marketing Trends
Customer strategists must step up their engagement efforts as mobile's mercury rises
Past Is Prologue for CRM
We look at the major events of this year in the CRM industry for hints of what's to come in 2012.
Voicing the Future
Build Your Brand Through Exceptional Customer Experiences
Any interaction customers have with your company is a reflection of your brand.
Just Desserts: The Cake Boss Calls on Avaya IP Office
TLC star Buddy Valastro shares how his new communications network will help his bakery business grow.
Small Wonders: Tips for SMB Growth
As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
Customer Satisfaction: Don’t Leave Work Without It
A contact center executive at American Express takes a holistic approach to support
Knowlagent Customer Contact Center Productivity Survey Reveals Agents Average 49 Minutes of Idle Time Daily
The report also finds call center volumes have increased, agents are difficult to hire, agents receive training infrequently, and industry is unclear on who owns social media.
Get Personal or Get Abandoned
To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated
Cloud Expected to Keep Rising
SaaS revenue will surpass $21 billion by 2015
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Marketing to Communities
Why old-school advertising delivers the wrong message
The Healthy, Powerful Midlife Woman
"Tremendous" buying power is shown by this critical audience for marketers
Bonobos Gets a Leg Up in Customer Engagement
A men's pants company receives more than it bargained for with Assistly
CRM Recovers with Low-Cost Options
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
Forrester Bestows Voice of the Customer Awards
Adobe, Fidelity, and JetBlue recognized for outstanding performance
The 2011 CRM Market Leaders
Our New e-Commerce Reality
All's fair in love and war—and retail
Never Underestimate the Power of Traditional Methods
It's not the medium but, rather, how you use it to engage customers that counts
The Digital Age of Marketing
Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015
Smartphone Shopping Sprees on the Rise
Half of Americans use their mobile devices to make purchases, study shows
Market Focus: Government--Better Outreach with Outbound
Mass-messaging systems help keep constituents informed
Mobile Commerce: The New Retail Therapy
Shopping trend empowers consumers and challenges business strategies
Digital Deals du Jour All the Rage in e-Commerce
Groupon and others put group buying discounts on the menu
Census Bureau Takes to the Cloud
Acumen's customized CRM application manages partner organizations and provides extensive reports
Radian6 Sees Cloud Computing As Future of Marketing
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
Geolocation: Advertising's Future or 1984 Revisited?
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
Reigniting Fireclay Tile’s Outdated Flame
Transition to Salesforce CRM brings savings, ease of use
Enter the Age of Analytics
To make the best use of your time and your company's CRM investments, you must measure what you manage.
Will Paperless Payments Take Off Among Customers?
Pitney Bowes and others reveal digital delivery service applications
Can Mobile Apps Save Customer Loyalty Programs?
Most consumers are not active users, study shows, but easing access may spur participation
Social CRM Software Spending Expected to Hit a Milestone
Expenditures will exceed $1 billion worldwide by 2013
Higher Education Increases Marketing
Schools shift focus to generate more inquiries in-house and boost technology investments
Required Reading: Ruling the Roost with Relevance
Being the preferred brand is not enough in the face of quickly shifting market dynamics
CRM + Predictive Analytics: Why It All Adds Up
The whole exceeds the sum of the parts
Software Company Takes Hard Look at Phone Automation
FundNET installs Ifbyphone to redefine call-in support for financial services clients
The Suite Life Cements Customer Service
CRM director Ven Bontha describes Cemex's transition to SAP CRM
Salesforce Acquires Radian6: The Morning After
B2B Social Demand Generation
Appirio Acquires VMG
Appirio makes its third acquisition in three months.
Getting Personal: Be Appropriate or Beg for Forgiveness
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
Interacting with Social Customers, 101
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Taco Bell’s Meaty Marketing Campaign
After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story
Companies Need to Make Better Friends
Study identifies the main triggers for consumer disengagement in online marketing campaigns
Required Reading: Taking the Lead
Sales and marketing teams must be connected for a win-win scenario
The Feminine Marketing Mystique
How to Demystify Women's Purchasing Behavior
Customers Becoming Salespeople
The rising power of consumers should put them at the forefront of social strategies
The 2011 Service Leaders
The Jobs, They Are A-Changin’
Social CRM technology requires learning new skills
The 2011 Rising Stars
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
The Next Killer App
Stores’ Tenuous Hold
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Betting on Bar Codes
Will the smart money back experimental technology?
Information Overload
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Location’s Not Really Where It’s At
The danger of uniting location-driven applications and customer interactions
Eye on the Customer
Are consumers comfortable with or creeped out by online data collection tactics?
Marketing Marauders or Consumer Counselors?
How companies can use online behavioral advertising to win customer confidence
311: The Agency That Never Sleeps
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Barcodes Reach a New Dimension
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Taxpayers Demand CRM
The U.S. government struggles as the entity most resistant to change
Make Your Business Meshy
Social networks and peer communities are changing how products are sold
Thundering into Social Media
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
In One Channel and Out the Other
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Dingo Brand Sniffs Out a Social Commerce Platform
A pet product retailer dramatically increases average order value by empowering its customers
Collecting Feedback Makes Cents
A financial services firm invigorates its VOC program to better understand its business—and its customers
Tackling Tech Complexity
Focus on innovation and improving the customer experience.
The Marriage of Mobile and Multichannel Marketing
Mobile's central role in the coming cross-channel revolution.
The 9 Drivers of B2B Customer Centricity
How to foster customer focus within an organizational culture.
The Ends Are the Means
A maturity model for the Sales 2.0 era.
Is Email Killing Your Business?
Electronic communications are meant to help manage relationships, not build them.
The Will, Skill, and Drill of Selling
Why skill alone will never lead to sales success.
Loyalty Has Its Privileges
Reward your best customers by letting them behind the velvet rope.
The Time to Act
The next step beyond social media monitoring.
The Silent Killers of Social Media
How CRM can help neutralize the danger zones.
Seeing the Forest and the Trees
Your real customers are the individual decision-makers within an organization.
The Rise of the Empowered-Employee Empire
The coauthors of Empowered underscore a new-found source of corporate strength.
Mobile Sales Are Going North
Schools and Social Media: Pass or Flail
The lessons universities are learning about emerging technologies
Sifting Through the Rubble
Oracle's massive annual gathering garners a lot of press—both good and bad
No Longer The Text-Best Thing
Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects
Changing the Mobile Channel
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Learning What to Teach
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Gartner’s Magic Quadrant for Enterprise Information Archiving Shows Vendors Catching On
Gartner's MQ of EIA reveals that many vendors now offer e-mail archiving
How Socially Intelligent Are Business Intelligence Vendors?
In Part 2 of its study, Evoke CRM study ranks the most social CRM companies on the Web.
SMBs Mature with the Mobile Cloud
AMI-Partners research indicates that SMBs are steadily turning to mobile applications to cut down on computing costs and address the needs of an increasingly mobile workforce.
Zuora Launches 4 for the Cloud
Vendor Deep Dive — Zuora, Part 1: The on-demand billing specialist recently unveiled four different editions of Z-Commerce for the Cloud, providing infrastructure for the pay-as-you-go business model.
SAS Takes Care of the Conversation
With the launch of Conversation Center, the company adds another module to its Social Media Analytics platform.
Gartner Magic Quadrant for Enterprise Marketing Management Remains Leader-less
MQ for EMM '10: Infor gets booted from an MQ for EMM that looks similar to the past two reports.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
The 6 Goals of Social Media Marketing
Social media usage report reveals that for marketers social media is now a strategic initiative, good content is king, and video will be the hottest social channel.
For Many, Social Media Still an Experiment
A Harvard Business Review survey shows the immaturity of business activity in the space.
Social Media as Customer Service
RightNow Summit '10: Panelists discuss how social media should be addressed across all departments.
Pega Adds Social to CPM
With its latest release of Customer Process Manager, Pegasystems aims to make customer interactions more meaningful and customer feedback more actionable.
Crossing the E-Commerce Chasm
As consumers become more and more connected, even leading companies are struggling to keep up.
PivotLink Prepares Business Intelligence for Retailers and Online Marketers
With new industry- and department-specific capabilities, PivotLink expands its BI prowess.
A Boost in Morale May Bolster Customer Loyalty
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
eGain Launches eGain Social Experience Suite
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
RightNow Launches RightNow CX for Facebook
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
NGenera Rebrands as Moxie Software
A few years following the acquisition of Talisma, nGenera unites its collaboration and customer interaction product sets on one platform.
SugarCRM Releases "CRM Made Simple"
With the general availability of Sugar 6, the open-source vendor zeroes in on a new interface, productivity enhancements, and new partnerships.
CSO Insights Release Annual Lead Generation Report
CSO Insights reveals email marketing to be the most powerful lead generation for second year in a row.
SAP to Pay Oracle $1.3 Billion in Damages
A three-year-old copyright dispute concludes as a jury orders SAP to pay Oracle $1.3 Billion
Dell Acquires Boomi to Provide Cloud-Based Integration Functionality
Dell purchases a cloud adoption firm in a move that analysts believe illustrates the personal computing company's desire to transform itself into a software and services company.
Cisco Systems Introduces Collaboration Software for Social Media Interactions
The communications and networking giant's new Cisco SocialMiner promises ways to increase customer interactions through social media.
Oracle Acquires ATG for $1 Billion
In a move designed to strengthen its e-commerce capabilities, Big Red spends big bucks.
Lithium's Social is "Suite"
The Social CRM player rolls out a fully integrated suite of social tools, complete with commerce, support, and brand-awareness-specific offerings.
Avaya Releases Aura Contact Center
Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
LiveVox Announces VoIP Agent@Ready
A cloud-based solution promises to eliminate contact center "whispers."
Facebook Flounders in Customer Satisfaction
American Customer Satisfaction Index E-Business Report '10: FoxNews.com and Google take top honors, while popular social networking sites leave members wanting more.
84 Percent of Digital Marketers Use Social Media
Digital Marketing Practices and Trends Report '10: A new report offers insight into direct marketing strategies for digital and traditional media.
Infor Makes the Latest Move in the CRM Shuffle
Six weeks after resigning from Oracle under a cloud of controversy, Charles Phillips is handed the reins at Infor.
Alterian Buys Intrepid for $11.5 Million
Alterian hopes to capitalize on Asian-language sentiment analysis with its acquisition of Intrepid social media analytics.
The Decline of IVR
The always-connected customer prefers self-service smartphone applications.
The Quick and the Dead
The competitive advantage of getting to a lead first.
Monogamy in the Marketing Marketplace
destinationCRM.com Exclusive: A partnership ends when a reseller of Eloqua marketing software refuses what it calls a vendor ultimatum.
It’s About Answers
Knowledge-based technologies are now essential to the customer experience.
CRM: More Relevant Than Ever
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Act or Be Acted Upon
Being more proactive is not merely a nice thought, it's essential.
A Quarter-Century in CRM
An industry veteran looks back at the lessons learned over the course of 25 years.
A Succession of Failures
Industry analysts explain how vendors and customers can avoid the communication errors that occur during CRM implementations.
Required Reading: Slowing Down Your Social CRM
Relationship-building takes more than a tweet
CRM on Twitter: October 2010
Proactive: Take the Initiative
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
How Can I Help You?
Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you?
Anybody's Bot
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
What's the Most Popular Industry on Social Networks?
A study by Performics and ROI Research indicates that customers are talking all across the social Web — about brands in verticals ranging from automotive to travel.
Socialcast Extends Its Reach
SocialcastReach, the latest update to the company's collaboration platform, extends the collaboration effort to other enterprise applications.
Interactive Intelligence Collects Latitude Software for $14 Million
The provider of communications services looks to enhance its collections offering.
Ever Talk to a Robot?
Virtual agents are the newest channel for customer service.
IBM Acquires Netezza for $1.7 Billion
One IBM executive boasts that Big Blue's 23rd analytics acquisition will help the company "take analytics mainstream."
Genesys Announces a New Social Media Strategy
The Alcatel-Lucent Genesys Social Media Strategy provides enterprises with a more expansive way to monitor customer activity across social networks.
Take Back Your Business — With Data
DataFlux Ideas '10: CEO Tony Fisher identifies the three potholes on the highway to data management success.
5 Dos and Don'ts of Social Media Marketing
Social Ad Summit '10: Is your marketing team really prepared to launch a social media campaign?
ESPN Goes "Hyper-Local"
Location-Based Marketing Summit '10 — Day Two: An executive reveals the cable sports network's current and future location-based strategies.
5 Steps to a Thriving B2B Community
Web 2.0 Expo '10 — Day 3: A marketing executive from Philips, the largest consumer group on LinkedIn, shares what it takes to run a healthy community.
The Engagement of Unified Communications
Definitely not all for one and one for all.
Geico Named DMA's Marketer of the Year
DMA2010 — Day Two: Marketing success stories open the day, including an in-depth look at global cosmetics retailer Sephora.
Has Direct Marketing Lost Its Sense of Direction?
DMA2010 — Day One: The job of a direct marketer is harder than ever — and direct marketers are wearing more hats than ever before.
What Makes Pepsi's Digital Marketing So Refreshing?
DMA2010 — Preconference: A PepsiCo executive pops open the conference with a discussion of how brands can bubble up through the sea of digital advertising.
Digital Marketing Means Multiple Channels
Universal profile management directs all relevant communications through the channels that customers prefer.
Community as a Strategy
Social CRM and next-generation customer service.
Talking the Talk — Before the Sale
The execution of live chat can make or break the conversion.
5 Steps to Personalized Customer Contact
How to tailor online customer experience to boost loyalty and drive revenue.
4 Problems with E-Commerce — and How to Solve Them
Web 2.0 Expo '10 — Day 2: A keynote presenter reveals how data can help modern companies overcome their "used-car salesman" personas.
What Will Become of the Web?
Web 2.0 Expo '10 — Day 1: "The world we need is one we've never yet seen," declared Tim O'Reilly at his bi-annual technology event.
Badges? We Don't Need No Stinkin' Badges
Location-Based Marketing Summit '10 — Day One: The opening keynote identifies the real value in location-based services, and urges marketers to rethink their reliance on Foursquare badges.
6 Strategies to Conquer the Chaos
Don't let chaos turn the dream of entrepreneurship into a nightmare.
The Brave New Business Model for CRM
Today's customer leadership requires a new approach.
Salesforce.com Rolls Out Chatter 2
Oracle OpenWorld '10 — Day 3: Salesforce.com Chairman and CEO Marc Benioff unveils new features of his company's enterprise social network product.
Best Practices Are Born Every Day
Social media success is often hard to spot, but you need to know where your industry is headed.
Oracle CRM On Demand Turns 18
Oracle OpenWorld '10 — Day 2: The latest version of the company's software-as-a-service application adds modules for "best-in-class" marketing and business planning as well as a preview of CRM technologies to come.
5 Years Later, Oracle's Fusion Apps Finally Near Release
Oracle OpenWorld '10 — Day 1: Kicking off its mammoth conference, Oracle makes a few hardware announcements, tackles the cloud, and sheds more light on 2011's Fusion Platform.
The 5 Realities of Customer Retention
The steps you must take in an increasingly collaborative world.
Anyone Can Post a Status Update
Figure out why they do it, and you can foster a positive brand conversation.
Create Content without Recreating the Wheel
You can nurture leads using the resources you already have.
Salesforce.com's Chatter Combines Social and Mobile
The software-as-a-service pioneer promises general availability on mobile devices by the end of this year.
Salesforce Puts Jigsaw Together with CRM
The cloud computing company brings its newly acquired data services piece in-house with Jigsaw for Salesforce CRM.
Sage Beefs Up Services in Sage Act! 2011
With interface improvements and the introduction of an integrated information service, one industry thought leader remarks that he is "massively impressed."
Salesforce.com Outshines Competitors on Gartner Magic Quadrant for Sales Force Automation
Magic Quadrant for Sales Force Automation '10: The top sector of the annual market assessment also includes Microsoft and two Oracle offerings.
Making Customer Intelligence Smarter - and More Social
Overtone's enhanced OpenMic product offers a hybrid text-analysis engine.
The Emotional Path to Success
Moving beyond "on-message marketing."
SAP Promises a "Leading" Mobile Platform in 9 Months
Top executives from SAP and its recent Sybase acquisition deliver a corporate roadmap.
Has Our Technology Exceeded Our Humanity?
Your challenge, in a lot of ways, is to infuse what you do with humanity.
A Tax on Every Call?
A proposed federal tax on overseas calls has the potential to radically alter the contact center industry.
Required Reading: Marketers, Start Your Engines
Customers can extend the reach of your marketing campaigns—but you have to know how to motivate them.
Putting the Pieces in All the Right Places
It's been nearly three decades since a little movie made Reese's Pieces a household name. Have product-placement marketers learned anything since then?
11 Tips to Conquer Contact Centers
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
The Hospitality Suite
Hotels are finding a home away from home in social media, and boosting the customer experience in the process.
The 10 New Rules of Customer Service
Become more relevant in an increasingly digital, connected, and social world.
So Many CRM Service Providers, So Little Time
Whether your strategy is operational excellence, product innovation, or customer intimacy, CRM is essential to achieve customer satisfaction. So how do you choose?
Try Being Unsocial with Customers First
You don't want social CRM. You want integrated customer intelligence.
The Appeal of Single-Solution Master Data Management
Can your master data and your customer data just get along?
ICentera Directs a Solution to the Indirect Sales Channel
ICentera, a provider of sales enablement solutions, releases a specialized product designed for channel partners.
Mzinga Adds Analytics and New Features to OmniSocial
With its latest launch, the social solution provider brings forward new reporting dashboards, mobile applications, and social network interoperability.
Is a Transparent Government a Trusted One?
ForeSee Results determines a consistent link between online transparency and citizens' trust of federal Web sites.
8 Megatrends in Customer Experience
The Temkin Group outlines eight customer "megatrends," predicting how companies should engage with customers over the next three to five years to sustain the strongest relationships.
Multiple Changes in the Gartner Magic Quadrant for CRM Multichannel Campaign Management
Magic Quadrant for CRM Multichannel Campaign Management '10: Microsoft and Portrait Software are in, Infor CRM Epiphany and Market2Lead are out.
3 Reasons High-Tech and Communications Need Social Media for Survival
An Accenture in-depth survey reveals that while customer service investments in the two industries may be up, consumers remain less than thrilled with their experiences.
The Social Work of Social CRM
Collective intelligence can find a needle in a haystack.
6 Best Practices for Growing a Successful Online Community
Enterprise 2.0 and Gov 2.0 communities are a mindset, not a toolset.
The Mighty Demand Rating
A new tool that reveals what's really happening in your business.
The Gift That Keeps On Giving
Online gift cards are an untapped resource for email lead generation.
Everyone Wants To Be Relevant
Why relevance engines are what matters now.
Big(ger) Blue: IBM Acquires Unica for $480 Million
In a monumental, though predictable move, IBM purchases marketing automation technology.
The Social Smorgasbord
Leverage consumer networks—but avoid the sin of data gluttony.
5 Essential Steps to Mastering Customer Intelligence
Build loyalty, gain a competitive edge, and improve your bottom line.
How To Ruin Your Social Media Strategy
What happens if no one "Likes" you?
Jive, Lithium Lead Another Social Scene, the Gartner Magic Quadrant for Externally Facing Social Software
Magic Quadrant for Externally Facing Social Software '10: The research firm's third social report says the EFSS market is "young but developing quickly." "Expect social CRM to split into several [markets] as the technologies mature," says one report author.
DataFlux Takes the Lead in the Gartner Magic Quadrant for Data Quality Tools
Magic Quadrant for Data Quality Tools '10: IBM, Informatica, Trillium and SAP BusinessObjects follow the leader in the research firm's annual evaluation of the market.
Maximizer Aims to Let the Little Guy Play
Maximizer Software offers one new and one enhanced CRM product for teams of fewer than 50 users.
XTuple Expands to the Cloud
The open-source upstart announces cloud-based services and three new editions of its flagship product.
Rethink Your Strategy for Next-Generation Business Intelligence
A new report urges companies to balance business impact with the cost of technology.
ClickFox Targets the Market's Pulse
The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences.
Bazaarvoice Bridges the Gap Between Brand Sites and Social Networks
Bazaarvoice releases a product geared toward helping businesses drive customers from social networks to brand Web sites.
Open Text Updates Its Social Set
The socially evolved ECM player expands its social media and productivity services, adding a no-cost microblogging tool to its offerings.
IBM Captures Datacap for Content Management
In what one industry analyst calls a "good move and a very good choice," IBM expands its content management and business workflow capabilities by purchasing data-capture vendor Datacap.
3 (Easy) Keys to a Successful CRM Application
Why intelligence and productivity should drive development.
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications
Context and relevance are critical elements to maximize customer engagement and loyalty.
CRM Evolution '10: All the Links You Need
CRM Evolution '10: Your one-stop shop for all the links, coverage, and blogposts of this year's conference by the staff of CRM magazine and from around the Web.
The Missing Piece(s) of Social Media
CRM Evolution '10 — Day 3: Four executives, from four vendors of social media platforms, provide (at least) four answers.
The Cloud Gives Small and Midsize Businesses Big-Time Capabilities
Cloud-based CRM provides full functionality without associated costs.
The 6 Hidden Dangers of Social Media
CRM Evolution '10 — Day 3: Companies are eager to make their presence known on the social Web, but they must remember to look before they leap.
Are You Ready for Customer Service 4.0?
CRM Evolution '10 — Day 2: ThinkJar founder Esteban Kolsky says the future of customer service will be service provided by customers.
CRM Is Still All About Location
CRM Evolution '10 — Day 2: Ovum research analyst Ian Jacobs envisions the future of location-based customer interactions.
The View from the CRM C-Suite
CRM Evolution '10 — Day 2: Four of the industry's top CRM executives square off for the first time ever to share perspectives on the ever-changing world of CRM.
The 5 Ms of Social Insight
CRM Evolution '10 — Day 1: "Social will be like air in 2011," says Altimeter Partner Ray Wang in presenting the top use cases for social CRM.
How to Drive Intelligent Customer Conversations
Start by making interactions more personalized at your contact center.
The Constraints on Collaboration
What does "I'll get to it later" really mean?
Becoming a Customer-Focused Industry
How to get there? One customer at a time.
Working from Home Is a Reality
You just need the right software-as-a-service workforce management solution.
The Fuse Is Already Lit
How to keep Do-Not-Contact compliance risk from blowing up in your face.
CRM Magazine Announces Winners of 2010 CRM Market Awards
CRM Evolution '10: As CRM magazine's annual conference gets under way, the ninth annual awards honor companies, customers, and industry visionaries for successes in the CRM marketplace over the previous 12 months.
Welcome to the Interboom
CRM Evolution '10 — Day 1: Beagle Research Group founder Denis Pombriant details the three economic challenges that will forever alter CRM.
CRM Evolution 2010 Opens with a Bit of Yellin
CRM Evolution '10 — Day 1: Emily Yellin, author of Your Call Is (Not That) Important to Us, shares some customer service interactions of her own, and reveals the secret of the karmic footprint.
The Era of Static Emails Is Over
destinationCRM Exclusive: Infor, a provider of enterprise software solutions, launches a new intelligence-based email marketing tool.
From Deflecting Customers to Embracing Them
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
The 2010 CRM Market Awards — Hall of Fame: Paul Greenberg
The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.
Social CRM Gains Social Acceptance
The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.
These Awards Are Yours
Do you still want to eat the sausage after finding out how it's made?
SAP's Surprising Spring
In the wake of corporate upheaval, the German giant welcomes thousands of customers to its annual gathering.
Required Reading: The Joys of Never-Ending Engagement
A single response is no longer sufficient, says Engage! author Brian Solis.
CRM on Twitter: August 2010
The 2010 CRM Market Awards - Introduction
Join us in in congratulating the vendors leading the marketplace across 10 categories; eight Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM; a long-overdue induction into the CRM Hall of Fame; and, best of all, four companies using CRM to connect with their customers.
Influential Leaders: The Go-To Guy
Bill McDermott, co-CEO, SAP
Influential Leaders: The Engager
Brian Solis, principal, FutureWorks, and cofounder, Social Media Club
Rising Stars: The Hotspotter
Already drawing the attention of global brands, Foursquare is at the forefront of location-based (and social gaming) CRM
The Bottom-Line Boost of Feedback
Integrating authentic, real-time customer feedback into CRM data.
Cloudy Horizons for Business Applications
The perfect storm for productivity improvements and cost savings.
Can a User Interface Change the World?
Customer Experience Forum '10: A Forrester Research vice president demonstrates technology that can sense and recognize movement.
American Express, CDW, and Dell Honored for Customer Empowerment
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
Going Viral: Social Media and Customer Service
How to embrace social engagements in the contact center.
Pitney Bowes Acquires Portrait Software
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
8 Companies Honored for Sustainability
ThinkForward '10: The inaugural edition of Beagle Research Group's new award recognizes excellence in business processes, cost containment, and customer relationships.
Sword Ciboodle Releases Ciboodle Crowd
The contact center specialist launches a new social CRM product to build communities comprising agents, consumers, and enterprises.
Microsoft Puts a 2011 Face on Dynamics CRM
At its Worldwide Partner conference, the vendor presented partners with an application marketplace and a slew of new capabilities for Microsoft CRM users.
Amdocs Gets Semantically Intelligent
Tapping into the Franz AllegroGraph 4.0 database, the vendor shares its plans to invest in semantics to unite personalization and predictive analytics with CEM.
Sage Shows New Movement on Old Promises
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
NetSuite Sweetens E-Commerce with Social
The cloud computing business software provider looks to new partnerships to integrate friends into the shopping experience.
Sword Ciboodle and SAS Announce Partnership
Sword Ciboodle and SAS revamp the contact center with SAS Real-Time Manager, designed to predict customer behavior.
What is Your Social Intelligence IQ?
Forrester Wave on Listening Platforms '10: Listening platforms have evolved beyond monitoring tools in order to better inform the entire enterprise, says the newest Forrester Research report.
Oracle Brings Out Business Intelligence 11g
"Oracle BI is definitely back," comments one industry analyst.
Autonomy Promises Protection from Bad Comments
The new Autonomy Social Media Governance product is intended to help businesses monitor social media channels for slanderous and inaccurate content.
Oracle, CDC Enter the Marketing Automation Market
"Oracle failed to buy Market2Lead," says MarketBright CEO.
Jive and Lithium Top Gartner's First-Ever Magic Quadrant for Social CRM
Magic Quadrant for Social CRM '10: The analysis firm whittles down a list of 140 vendors claiming to offer social CRM to a final set of 20.
4 Ways to Boost Customer Experience
A new Forrester Research report reveals methods to make customer experience projects matter to companies and consumers.
Aberdeen Retail Summit Revisits Familiar Topics
Aberdeen Group Retail Summit '10: Two keynotes offer new insight into the impact of social and mobile marketing.
CDC Pivotal Now Offers Social and Small Business CRM Capabilities
CDC Software climbs out of the shadows with two important product releases.
Chatter for One and All
The cloud computing vendor moves forward with its "Cloud 2" and announces general availability of Chatter, its social networking and collaboration platform.
The Cautionary Tales of CRM
Words of wisdom drawn from decades of disappointment.
CRM Is No Longer a Four-Letter Word
Why the badge is finally one worth wearing.
Required Reading: Can Your Customer Be Your BFF?
A new book examines what it takes to engender the strongest kind of customer loyalty.
CRM: Then and Now
Over the last 15 years, CRM projects and plans may have changed dramatically, introducing new angles and complex combinations, but the overarching goal of improving the customer relationship has remained a straight shot.
4 Keys to Online-Community Success
What many marketers overlook — and why.
7 Surf Atop the Forrester Wave of CRM Suites for Large Organizations
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
7 Named Leaders in Forrester Wave of CRM Suites for Midsize Organizations
The Forrester Wave: CRM Suites for Midsized Organizations '10: In his annual evaluation, analyst Bill Band identifies the top-performing options for midmarket CRM.
Google's View of the Mobile Web's Future
Mobile Marketing Forum '10: An executive of the search-engine giant explains how his company plans to capitalize on mobile devices, and the notion of "immobile browsing."
Enabling the Long Tail of the Channel
B2B social networking and online media can maximize channel business.
Consona Collects Compiere to Compete in the Cloud
By acquiring a pioneer in open-source enterprise resource planning software, Consona hopes to strengthen its position in cloud computing.
Nice Systems Sticks with Eglue — Permanently
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
Engaging the Internal Community
How to drive adoption of social media at the enterprise level.
Fishing Where the Fish Are (with Your Influencers’ Help)
The peer influencer in the era of the social operating system and the distributed online community.
Salespeople Need Performance Management, Too
With Cloud9 Analytics Performance Management, the vendor promises contextual analysis for line-of-sales people, and future integrations with Oracle, NetSuite, SAP, and Microsoft.
Technology's Everyday Impact on the Everyman Consumer
Internet Week NY '10: Advertising Research Foundation panelists from Google, Adweek, InsightExpress, and JWT stress the importance of video advertising.
Marketo Tries to Make CMOs Merry
With the launch of the Marketo Revenue Cycle Analytics product portfolio, the marketing automation player helps marketers prove ROI.
The Voice of the Customer in the Community
What does it mean for loyalty and engagement?
Did Web Analytics Just Become One of IBM's Core Values?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
Zoho Now Offers Unified Search
Unified and actionable search is now possible across all of Zoho's 24 applications.
Gold Mobile and Telcordia Find Mobile Rewarding
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Breaking Down the Silos of Social Media
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
5 Lessons Digital Marketers Have Yet To Learn
Internet Week NY '10 / Conversational Marketing Summit '10: Speakers from Twitter, Google, Moxie Interactive, and Starbucks reveal new ways to connect with customers.
No One-Stop Shop for Social
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Marketing to the Pack
Transform CRM to recognize the power of self-organizing groups.
The Community Approach to Conversation
Cows browse. People communicate.
5 Things You Need from Your Community Management Platform
Making conversations the center of innovation and business strategy.
Collaboration Vendors Convene on Info-Tech's Landscape Evaluation
The research firm makes sense of the top teamwork providers.
Utopy Announces 3 New Speech-Based Solutions
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Ain’t Been Droppin’ No Eaves
Tips for eavesdropping on social media conversations.
5 Ways Web Analytics Can Save Marketers from Themselves
A Forrester Research analyst reveals how Web analytics can produce better customer intelligence.
Allegiance Pledges to Be Social
The enterprise feedback management vendor's Engage 7 adds social media to its toolbox of surveying options, unveils a new interface, and introduces text analysis.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
IBM Buys Sterling Commerce from AT&T
IBM purchases Sterling Commerce from AT&T for $1.4 billion cash. IBM plans to use Sterling Commerce's software to connect more easily and efficiently with businesses, providers, and customers.
Sage Sends SalesLogix to the Cloud
Sage Insights '10: After months of readying partners, Sage announces the June availability of SalesLogix for the Cloud.
Sage Sells Solutions, Not Products
Sage Insights '10: Company executives convey Sage's commitment to customer experience and to uniting the brand's business solutions.
You’re Losing Control of Your Brand Image
It's a matter of technology and numbers.
Social CRM Is Growing Up Fast
Crashing the Community
Nestlé feels the crunch when its own social network turns from semi-sweet to dark.
Required Reading: Measuring Your Social Marketing
In his new book, Social Media Metrics, Jim Sterne explains the right way to gauge your success.
Crafting a Community
Companies can corral as many customers as they like, but any true community has to truly benefit its members—customers and companies alike.
Marketing to a Community
Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging.
Employing a Community
How Zappos.com became a billion-dollar company—by delivering happiness, an exclusive excerpt from the new book by Zappos.com Chief Executive Officer Tony Hsieh.
A Community in Crisis
A specialist in real estate information offers answers amid a sea of foreclosures.
Reaching Customers Through the Cloud
The way products are designed, launched, and serviced will never be the same.
The Technology Rules of CRM
Protect your position with your customers.
Empower Your Customers on a Personal Level
Tokyo convenience stores can teach you everything you need to know about customer service.
SAP Declares "ByDesign Is Here" (Sort Of)
SapphireNow '10: SAP's co-CEOs deliver back-to-back keynote addresses celebrating not only their first 100 days at the helm, but also the general availability of on-demand offering Business ByDesign 2.5 — two months from now.
SAP Insists "Mobile Is the New Desktop"
SapphireNow '10: SAP executives explain the recent Sybase acquisition and set a date for the general availability of on-demand software Business ByDesign 2.5.
Text #WhoCares to 66863 (NOT-ME)
You have to separate "mobile thinking" from "mobile devices."
New Challengers Added to Gartner Magic Quadrant for Business Intelligence
Magic Quadrant for Business Intelligence '10: Smaller vendors gain traction, but 75 percent of the market remains controlled by the top five vendors, with Oracle on top yet again.
Differentiate the Value Your Customers Are Assigning You
Drive revenue and protect margins with smarter pricing.
SMBs Still Unsure of Social Media
AMI-Partners report shows that small and midsize business usage of social media is growing, but they don't consider it a strategic process.
Coremetrics Puts a 2010 Face on Analytics
With the latest launch of its Coremetrics Analytics 2010 application, the Web analytics vendor brings forward a smarter user interface, a new mobile app, and a host of new features.
InQuira Sales Enablement Tool Helps Salespeople Sell Faster and Smarter
A leading provider of enterprise knowledge solutions expands its capabilities to sales enablement.
SAP Acquires Sybase in $5.8 Billion Deal
The German software giant says it will now be able to offer enterprise software and next-generation business intelligence on mobile devices.
The Sant Corp. and Kadient Join Forces for Sales Enablement Excellence
A merger will bring together the two private companies -- and will provide a better workbench for bringing together sales and marketing.
IBM Extends its Integration Portfolio by Acquiring Cast Iron Solutions
Based on its belief that the cloud computing market will continue to grow, IBM acquires a SaaS leader.
Lithium Technologies Acquires Scout Labs
The deal, reportedly for more than $20 million, allows Lithium to add social media monitoring to its extensive list of capabilities.
Let Customers 'Have It Their Way'
Stop the inflexibility that threatens the sale.
9 Ways to Successfully Manage Customer Feedback
Feedback can improve your business — if you know how to listen.
Service Isn’t About Technology
Proper customer service requires interaction with customers.
Attensity Buys Biz360 for Social Media Monitoring
With a goal to "open up the enterprise," the semantic analytics company purchases the global listening solution provider for an undisclosed sum.
Why Customer Intelligence Is a Bright Idea
Forrester Marketing Forum '10: Analyst David Frankland urges marketers to use "customer intelligence" to drive business strategy.
Marketers Focus on Reaching "Conversationalists"
Forrester Marketing Forum '10: A Forrester Research vice president defines marketing adaptability.
Microsoft Targets Innovation for "Dynamic" Businesses
Microsoft Convergence '10: At this year's business solutions event, the Microsoft team announces extensions to CRM Dynamics Online and previews the next generation of Microsoft CRM.
Cutting Sales Costs, Not Revenues
Many customers don't want or need expensive face-to-face interaction.
Let Prospects Schedule Themselves
Salespeople are key to resurrecting revenue—so let them focus on selling.
Customers in the Cockpit
Just because companies cede control of a customer relationship doesn't mean they cede influence.
Boarding the Cluetrain
Transparency and authenticity are the cornerstones of trust between a company and its customers.
Required Reading: Funneling the Future
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
It's Not Your Relationship to Manage
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
Paper Is So Last Century
Superior customer service resides in the integration between structured data and its unstructured backup documentation.
Scheduling Solutions Are Vital
Meet urgent cost-cutting requirements—and still serve corporate customers.
Pegasystems and RightNow Added to Leaders in Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
Angel.com Thinks Analytics Are Heavenly
The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.
Sales Intelligence Is More than Smart Selling
With basic CRM no longer a differentiator, the automated "pushing" of sales intelligence may determine who sinks or swims, according to a recent report from Aberdeen Group.
Kodak Added to the Picture in Gartner Magic Quadrant for Marketing Resource Management
Magic Quadrant for Marketing Resource Management '10: Increased interest in MRM introduces three new companies to this year's report — but Oracle is shown the exit.
Environmentalism Collides with Cost Reductions in the Contact Center
Telecommuting can save the world, but does it damage service?
Salesforce.com Makes Jigsaw a $142 Million Piece of the Puzzle
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
Gartner Outlines 3 Steps to a Successful CRM Strategy
The economic upswing spawns a return of the $100 million CRM project, according to a Gartner analyst.
With SuiteCloud 2.0, NetSuite Tries to Clear the Cloud of Myths
SuiteCloud '10: Distinguishing the real from the fake, CEO Zach Nelson announces some very real deals around cloud-to-cloud integration, vertical extensions, and code-less workflow development.
The Social Customer Wants Authenticity — Unless You're Fake Steve Jobs, Of Course
SugarCon '10: Keynote speakers impart their wisdom to attendees, with the key message to become "a company like me" for every customer.
Conserve (and Capitalize On) Conversation
An enterprise resource management system can help identify contacts and relationships by analyzing email content.
Is Genesys 8 the Eighth Wonder?
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
SAS Now Monitors the Social Web
SAS Global Forum 2010: The business analytics giant aims to help medium and large enterprises understand customer sentiment and respond.
6 Ways to Make Money by Measuring Enterprise Content Management
Efficient business functions will dramatically alter your bottom line.
CEO Says SugarCRM's "Not in the Cloud Business, It's in the CRM Business"
SugarCon '10: With the launch of Sugar 6, the open-source CRM pioneer promises to deliver a "new generation of CRM software bred for the Web — for speed, simplicity, and interoperability."
Salesforce.com Extends Chatter Across the Cloud
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
Oracle Releases a Social Services Suite
The mega-vendor makes a handful of CRM announcements and heads into two new verticals.
Contact Center in the Cloud
The value of work-at-home agents is both environmental and operational.
GCRM: The Era of Green CRM Arrives
Why green shouldn't seem alien to you.
nGenera's Nine Lives
CIM Version 9 brings forth social media monitoring, community integration, and new support functions all wrapped up in the company's notion of the "social customer."
Maximizer Rolls Up Its Mobile, Desktop, and Web Offerings
Version 11 continues along the path of "mobilizing the workforce" and introduces a new all-inclusive licensing option for SMBs.
Alterian Upgrades Content Manager Enterprise
Alterian's new product aims to simplify maintenance of Web-site content.
Cloud Integration Provides CRM’s Missing Link
Addressing the hybrid challenge.
Cross-Channel Marketing Made Easy
Responsys 2010 Spring Tour: The provider of on-demand marketing services unveils a new campaign designed explicitly for social networks.
The Relevancy Requirement for Sustainable Marketing
How precision marketing eliminates "message overload."
The Secret to Being Green
It's not just what you do — it's how.
SAP Slips StreamWork Into the Cloud-Based Collaboration Current
In the first major move since its recent restructuring, the German giant makes a play for the Enterprise 2.0 space — and beyond.
Green Strategies Are a Go
CRM on Twitter: April 2010
The denizens of the twittersphere tend to be passionate people already, and the social, political, and cultural sensitivities of the environmental movement only serve to add fuel to that fire.
Let the Customers In
Get customers involved in your decision-making with on-demand enterprise content management.
A Google Guru's Tips for Web Analytics
Search Engine Strategies '10: Avinash Kaushik's four tips for making your metrics matter.
PivotLink Brings Business Intelligence to the Business User
With the launch of its ReadiMetrix product family, the on-demand BI vendor hopes to deliver "insights-as-a-service."
Sharing Is Caring
Integrate systems and share data to deliver a better, more-holistic customer experience.
What’s Going On?
Monitor your customer service operations — and improve the customer experience — with process analytics.
“For a Happy Customer, Please Press 1”
How interactive voice response helps CRM.
Retailers Embrace "The New World of Consumer Centricity"
Jay H. Baker Retailing Initiative/Wharton Interactive Media Initiative '10: The chief executive officer of Home Shopping Network details how to engage customers and improve service.
Confirmit Broadens Its Horizons
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
Calling for Customer Experience Insight
Social media may be hot, but don't leave contact centers out in the cold.
Pegasystems Collects Chordiant for $161.5 Million
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
Radian6 Releases an Engagement Console for Social Media
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
InQuira Puts Its Knowledge Solutions in the Cloud
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
Jive's Bright Idea
With Jive Ideation, the social business software provider integrates idea management into its portfolio.
Analyze Your Interactions
Improve enterprise performance with interaction analysis.
The Warm-and-Fuzzy Score
Surveys and quality assurance are important, but how do your customers feel about their experience?
When CRM Isn't Enough
Don't just manage relationships—develop them.
The Gartner Magic Quadrant for Contact Center Infrastructure Gets Rebuilt
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
Socialtext Will Search Your Streams
The upstart provider of collaboration solutions releases Socialtext 4.0, the latest edition of its enterprise social software platform.
RightNow Challenges Cloud Competitors
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.
RightNow Brings Cloud Monitoring to the Suite
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
Make Use of Customer Feedback
Enhance CRM with online feedback analytics.
Recessions Make for Strange Bedfellows
How the recession brought marketing and customer service closer together.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
CRM on Twitter: March 2010
Analysts are an opinionated bunch—especially in the Twittersphere.
SAP Releases "BI for the Rest of Us"
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.
DataFlux Unifies Its Tools
With DataFlux Data Management Platform, the SAS subsidiary unites its data quality, data integration, and MDM product sets into one overarching platform.
BlueKiwi Offers Up Free Versions
The social business software vendor updates its platform and introduces a freemium model.
Infusionsoft Goes 2.0
With its latest updates, the email marketing provider helps its small business customers take their CRM efforts to the next level.
The Secret Weapon in Search Engine Marketing
Direct navigation can have a direct impact on your results.
70 Percent of Social Media Initiatives by Information Technology Departments Are Doomed
A recent Gartner report takes a dim view of social media projects led by corporate-technology personnel.
I Want You to Know Me
Customers want — and expect — personalization.
Mitigate Shopping-Cart Abandonment
Convert up to 50 percent of abandoners with real-time follow-up.
Measuring SEO Success
It's not about every click, but every profitable click.
Business Is Calling for the Customer Voice
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
The 3 Threats to Social CRM
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Conversationalists Flood the Social Scene
Reports point to the emergence of a new social group and help marketers act upon the various segments of online participants.
Leading From Afar
Don't let distance infringe upon effective leadership.
Demandbase Shines Up Its Stream Product
With real-time alerts and notifications, the lead generation solution provider helps users be even more proactive when it comes to Web site activity.
Open-Source Business Intelligence: 5 Times Bigger by 2012
Two research reports outline the drivers of growth for open-source business intelligence -- and what customers can expect as the market matures.
Extreme Loyalty Requires Extreme Commitment
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
How to Exceed What Customers Want
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
Improve Your "Yes!" Rate
Gain organizational support through collaborative conversations.
Picture Perfect
Grab consumer attention with personalized images.
After CEO Ouster, Plattner's Plea: "Please Trust SAP. We Have Not Forgotten You."
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.
Don’t Let a Weak Economy Go to Waste
Boost sales while recovering from the recession.
How to Connect with Business Transaction Management
BTM is heating up 2010.
IBM Acquires MDM Player Initiate Systems
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.
CRM: Customer Relationship Mobile
Learn the value of integrating a mobile component into your CRM strategy.
Informatica Snags Siperian for $130 Million
"This acquisition rounds out our MDM strategy beautifully," says Informatica's CMO.
Gartner Predicts the Future of Sales and Marketing
The analyst firm gives its CRM forecast for upcoming years.
Required Reading: Indecisions, Indecisions, Indecisions
The author of "How We Decide" discusses the essential role of customer indecision.
CRM on Twitter: February 2010
The word on the street.
The Shotgun Marriage of Sales and Marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
Required Reading: Greenberg at the Speed of Light
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Cegedim Dendrite Acquires SK&A Information Services to Expand Global Database
The purchase allows the life sciences CRM vendor to increase the breadth of its OneKey healthcare data.
Amdocs Releases CES Version 8
The vendor's latest release focuses on enhancing the customer experience by enabling companies to be connected.
Gartner Acquires Burton Group, Finalizes AMR Deal
Information technology research firm expands its offerings with two recent acquisitions.
Actuate Releases Enhanced Reporting, Acquires Xenos Group
Enterprise solution provider is keeping busy with a new edition as well as a new addition.
The Next Generation of B2B Social Networking
Open doors with social selling.
Siperian's Last Dance: A Customer-Driven Module for Financial Services
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.
Information Wants to Be Disrupted
Information Industry Summit '10: Panelists share their secrets to shaking up the information industry.
Customer Care in the Age of the Smartphone
Don't let confusion around new devices undermine future opportunities.
CRM Saves Lives
Maybe so, but only if the healthcare industry can better diagnose and care for its patients.
Passenger Opens Up
Online community provider extends its private network to Facebook and Twitter.
ZoomInfo Finds a Fresh Way to Collect Contacts
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.
Informatica and IBM Lead Gartner's Magic Quadrant for Data Integration Tools
Big Red squeezes onto the Leaders Quadrant and an open-source player joins the evaluation for the first time.
The Panel Is Not Passé
Properly built, an online community can generate engagement and two-way dialogue.
Radian6 Gets Sentimental
The social media monitoring company announces new sentiment analysis technology for its customers.
Unica Rounds Out Email Offering with Acquistion
The $17.8 million cash purchase of email deliverability specialist Pivotal Veracity is intended to help the marketing automation pioneer compete with best-of-breed email service providers.
Forrester Waves In Cross-Channel Campaign Management
In response to the demand for cross-channel marketing functionalities, the research firm publishes its first report covering this trend.
SAP Sets Sustainability in Motion
With the launch of Business Objects Sustainability Performance Management, SAP wants to provide companies with holistic views into their sustainable strategies and actions.
Is Your Marketing Team Going for the Goal?
Like a wise man once said, skate where the puck is going.
5 in the Lead in Gartner Magic Quadrant for Enterprise Content Management
With single-digit growth and the addition of several new niche players, ECM continues to thrive.
Blend Work and Play
How to adopt—and adapt—CRM for a generation raised on mobile technologies.
Powered Powers Up Social Offering with 3 Acquisitions
After closing deals at the end of 2009, the social media agency aims to deliver a broad suite of social media capabilities.
Jive Acquires Filtrbox; Reaches Record Revenue in 2009
The social business software provider buys a social media monitoring company and plans to extend social insight across the entire enterprise.
Retailers and Hotels Top the 2010 Customer Experience Index
In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.
Unified Communications Slow to Make Its Presence Felt
A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.
Luxury Brands Embrace Social Media
NRF Annual '10: Consumers are looking for value that goes beyond just a price cut.
Retail Experts Optimistic in 2010
NRF Annual ‘10: With the worst of the economic recession behind them, retailers must seek new growth opportunities through jobs, innovation, and international expansion.
Partner Collaboration Critical to Innovation
Survey reports that working together makes everyone stronger.
Learn to Innovate by Unlearning
True innovators jettison some "best" practices in favor of first practices.
A New Decade Brings New Ideas
Assessing Your CRM Situation
You can't know where you are unless you look—and look hard.
Contact Center Innovation: What to Expect in 2010
Organizations must change their mission and culture to benefit from new technologies.
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
The New Reality Will Be Augmented
Merging the digital and the real to create an engaging experience.
Everything Old Is New Again
Innovation is change, but change isn't necessarily innovation
Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Are You Smarter Than a Neuromarketer
Companies have always aimed for the customer's heart, but the head may make a better target.
This Year's 'Swell Set
The 2009 Groundswell Awards congratulate cutting-edge companies mastering social media.
Market Focus: Insurance — Pursuing a New Policy
The insurance industry is slowly shifting from traditional to trendy.
CRM on Twitter: January 2010
The word on the street.
Where Does Innovation Come From?
Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?
5 for '10
Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?
Here, There, and Everywhere
Knowing where consumers are can reveal a lot about who they are.
Scratching the Surface
A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.
Cook, Clean, Watch, Buy
Video adds a new dimension to Electric Shopping's products and dramatically improves conversions
A Social Strategy That's A-OK
OK Labs forgoes traditional marketing in favor of a community-based Web 2.0 approach.
Re:Tooling — Geolocation: Location, Location, Location
To get back to more personalized content, companies are discovering geolocation technologies.
Nexidia Seeks to Put Quality in Speech Analytics
The company's latest offering looks to tie individual agent performance more closely with corporate initiatives.
CEO Greg Gianforte Delivers Keynote at RightNow Summit '10
Greg Gianforte, CEO of RightNow Technologies, stresses mobile and social media interaction at RightNow Summit '10
Five Application Development Trends for 2010
Forrester outlines the top changes professionals should make and look out for when moving toward new applications.
Get Social and You’ll Sleep Better
Improve the customer experience with a content-rich, social-driven site.
Bringing Enterprise-Caliber Integration to the Midmarket
MindTouch and SnapLogic, two providers of open-source solutions, join together to deliver cost-effective enterprise integration application.
E-Discovery Requests Set to Rise in 2010
Research from Enterprise Strategy Group finds the space will continue to grow as more companies bring operations in-house.
Accel-KKR Purchases Kana
A private equity firm's acquisition moves the customer experience management player out of the public sphere.
Forrester Releases Social Computing Predictions for 2010
Another year older, another year stronger-social media continues to gain momentum in the business world.
Challenge Your “Market Permission”
Capture new markets — or reinvigorate existing ones — by reevaluating how those markets perceive your brand.
Top Online Retailers See Strong Growth
Large retailers are seeing record numbers in customer satisfaction but small and midsized businesses still feel the pain of the economy.
2010: The Year of Measurable Social Media?
Unable to connect social media to quantifiable results has made marketers wary of the investment, but this year may be the year all that changes.
Lights! Camera! Action!
Enhance your brand with digital video.
Cashing In On Customer Experience
New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
SoundBite Delivers Text Messaging to Contact Centers
With SMS on the rise, one pundit says the vendor's latest offering will help drive more business.
What Does Customer Experience Mean to You?
Unless the concept is integrated into your operating strategy, your view is incomplete.
We’re All in This Together
Break down internal silos to yield more-satisfied customers.
Healthier Web Sites For All
Site satisfaction calls for improvement as customers increasingly look online for information about their health.
Deciding to Compete
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.
Look to Your Top Tier When Budgets Are Tight
How credit card companies are making the most of their existing relationships.
Electronic Health Records Get a Check-Up
Hypatia Research evaluates the state of EHRs among healthcare facilities and outlines roadblocks to adoption.
Strategic Partnerships May Be Your Most Important
Find the right partners to thrive in an economic recession.
Why Do You Ask?
Be prepared to act on customer feedback.
BlueKiwi Enhances its Hub
The social collaboration platform provider puts out a new release geared toward community managers.
SysAid Delivers Integrated Live Chat into Help Desk
Pundits say adding the capability will enable quicker, higher quality support for end users.
Microsoft, IBM, and Jive Get Together Atop the Gartner Magic Quadrant for Social Software
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."
Conscious Conversations
Forget the scripts — empower telesales agents to engage in a real dialogue.
BatchBlue Announces Sales Application for Small Businesses
The online social CRM product allows salespeople to create deals, link up with social networks, and organize customers with unique SuperTag functionality.
5 Tech Tips for Better Service
Harness technology to improve the customer experience.
ClickSoftware Unveils Standalone Mobility Suite
The latest offering will help the company continue to grow marketshare, pundits say.
The Moment of Power
Boost customer retention by acting at the right time.
IBM Leads Forrester Wave on Enterprise Content Management
Forrester Wave on ECM '09: Steady growth and a spate of consolidation mark the latest report by Forrester Research.
Poor Customer Service Costs Billions
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
Sales Gets eTrigued By Marketing
A new solution by eTrigue gives sales a taste of marketing automation.
Why You Need Marketing Experimentation
Hint: Desperate marketers rarely win.
Intuit Gets into Customer Management
From hodgepodge to homogeneity, Intuit provides a new home for customer information.
Analytics Pays Off in the Contact Center
Analysts say the partnership between Nexidia and Merced Systems will make agent incentives more objective.
Customer Service by the People for the People
Attensity's latest release incorporates insight from social networks to enhance a company's own knowledge base for better customer service.
Collaboration Counts
Implement applications to support customer service and technology teams.
Aspect Software Beefs Up Quality Monitoring
Pundits say the company's latest release tightens competition in the QM space.
Great Relationships Start with Good Experiences
There are instances when primarily focusing on the experience makes sense.
The Integration Advantage
Unifying the sales process and the CRM system is essential.
Presence Is Accounted For
Is unified communications the next disruptive technology for customer service?
7 Keys to Customer Experience
Big-picture advice for how to improve the customer experience over the next year.
The New Customer Record
You need more than just transaction data if you want to take action.
The Most Wonderful Time of the Year
A quick look at year's-end uncertainty and future possibilities.
How Many Clicks Does It Take?
Forget all the bells and whistles—usability reigns supreme among CRM users.
On the Scene: Gartner CRM Summit '09—Trust Is the New Differentiator
Big brands and consumers alike see a newfound value in trust.
Video, At Your Service
A contest turns the customer service center into a film location.
Required Reading: Think Again. And Again.
Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
CRM on Twitter: December 2009
The word on the street about CRM.
No Substitute for Experience
When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now.
FreshDirect’s Secret Ingredient: Customer Focus
In a CRM exclusive, the chief executive officer of the grocery-delivery success story reveals why customer experience is what really matters.
Video Is More Than Viral
Forget YouTube sensations and wardrobe malfunctions. After years spent bound up by bandwidth, video is finally able to help your business become the star of the show.
Information Overload
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?
Chatty-Chatty Makes a Bang-Bang Online Experience
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
UC and a Side of Fries
Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.
Re:Tooling -- Sales Compensation Management: Always Be Selling
Streamline and automate how sales professionals are compensated so they can focus on what they do best: selling.
Online Extra: Gartner Identifies the Top 10 Strategic Technologies for 2010 (press release)
The research firm's list of technologies with the potential to significantly impact the enterprise in the next three years.
5 Ways to Fail
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."
Moving from Dial Tone to DM
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.
Teleperformance Unveils 'Platinum' Service
destinationCRM Exclusive: The outsourcing giant targets companies looking to further relationships with high-value customers with its latest offering.
Dreamforce: Releases Galore
Dreamforce '09: A roundup of product releases and enhancements that came out of the so-called "Cloud Event of the Year."
Gen. Colin Powell Is Part of the Force
Dreamforce: In a moving speech to a global audience, Colin Powell reinvigorates the need for the purpose-driven individual.
Salesforce.com Brings Social to the Enterprise
Dreamforce '09: The software-as-a-service pioneer unveils what it calls its fourth cloud -- the Collaboration Cloud -- as well as a product called Chatter.
Customer Service Is the New Research and Development
Only one of these two critical areas of investment requires capital expenditures.
Don’t Get Conned
The many disguises worn by software-as-a-service.
Contact in the Cloud
Three trends to adopt today for the cloud-enabled contact center.
When to Use the Force
Five critical questions to ask before building a product on Salesforce.com's platform.
Dressing in Augmented Reality
New solution for online retailers brings the dressing room into the consumer's own home.
Usability Needs Drive Numara Software
A revamped user interface provides highlights the company's latest service desk solution.
LIFT Your Social Efforts to the Next Level
Sage Summit '09: Brent Leary conveys to Sage attendees why CRM is turning into SCRM - and why hash tags matter.
E-Signatures Transform a Tortoise into a Hare
Accelerate customer-centric processes with software-as-a-service-based electronic signatures.
Business Intelligence Birst-s in the Cloud
The latest offering from the software-as-a-service vendor adds more pieces to further build out a comprehensive BI suite.
8 Rules for Better Predictions
SPSS Directions '09: Statistician Nate Silver shared his tips for successful data analysis predictions.
Uncovering the Next Chapter in Predictive Analytics
SPSS Directions '09: A panel discussion with IBM and SPSS executives highlighted continued integration and optimism for the market moving forward.
Jive Jumps Forward with SBS 4.0
The social business software player announces a new version of its platform, connects communities, and makes a play for the iPhone.
Sage Answers the "So What" Question about Software Trends
Sage Summit '09: Company executives describe the response to key industry trends, such as social media, cloud computing, and globalization.
Now's a Bad Time to Be "Antisocial"
Ad:Tech '09: eMarketer CEO relays social statistics and strategies and highlights a social customer case study.
Customer Service Strategies Continue to Evolve
Barely half of all customer service requests -- 52 percent -- now have their origin in the contact center, according to new research from Aberdeen Group.
Online Retail Makes Marketers' Dreams Come True
Ad:Tech '09: Sites such as Walmart.com prove there's more to e-commerce than just shopping carts.
Is Enterprise 2.0 a Crock?
Enterprise 2.0 '09: The concept may be mainstream enough to warrant having a conference in its name, but "enterprise 2.0" still faces criticism from industry skeptics who want to see results before they believe the hype.
The 5 Potholes on the Road to Enterprise 2.0
Enterprise 2.0: Andrew McAfee, the man who coined the term "Enterprise 2.0," says the key to the transition involves sharing, not scaring.
An Adaptive CRM Strategy Pays Off
Adjust your vision to deliver business value during changing times.
5 Ways Your Webinar Can Be a Killer Sales Tool
Say goodbye to boring teleconferences—and hello to riveting, interactive events.
Socializing with NetSuite and InsideView
NetSuite's first "premier partner" is a vendor that specializes in making social media work for the enterprise.
No More Telemarketing
Proactive contact is the new customer service imperative.
Salesforce.com: One Leader. One Decade. $1 Billion.
Salesforce.com has proven the importance of making sure its customers are successful.
The Man Who Moved a Paradigm
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
A Salesforce.com by Any Other Name
What do you do when your brand no longer reflects your offerings?
The Partner-Proliferation Problem
An on-demand CRM platform involves a partner-selection process as well.
Marc'ing Time in San Francisco
It's been 10 years since the founding of Salesforce.com, and CRM has never been the same.
Facebook Is the Future of CRM
Only social media can put the customer back into CRM.
The Vendor Vultures
CRM providers are like scavengers these days, eager to poach from a competitor's client list.
Sales Away into the Cloud
Software-as-a-service has expanded horizons—but your sales reps may ultimately need a unified solution.
They’ve Got Your Number
Enterprises now see the potential for telephone-enabling technologies and software-as-a-service to help capture the voice of the customer.
Market Focus: Pharmaceuticals -- CRM Undergoes an Experimental New Treatment
An older CRM vertical gets a new dose of on-demand technology.
CRM on Twitter: November 2009
What does the Twittersphere think of Salesforce.com?
The Next Billion: A CRM Magazine Special Report
In 1999, Marc Benioff's Salesforce.com went looking for the end of software, and a decade later found its first billion-dollar year. Now it's looking for the next billion.
The 10-Year Timeline
A look back at the peaks and valleys (and more peaks) of Salesforce.com's first decade.
After the Revolution
Salesforce.com was careening toward bankruptcy. Even Marc Benioff secretly feared his company's days were numbered. But then revenues picked up — and the revolution began in earnest. He's shown he can topple an industry — but can he lead one?
All for One, and One for All
A special Salesforce.com edition of Real ROI.
Compensation Management with a Real Payoff
Open-source software provider Ingres commissions Xactly to automate incentives.
Be Nimble, Be Quick
Ingres sticks to the software-as-a-service model for cost savings and deployment flexibility.
Selling to the Sales Experts
The Sant Corp. discovers that even expertise in sales-specific software can be bolstered by an integration with other sales-specific software.
Buzzer Beater
Comcast-Spectacor takes a shot—and scores more revenue for email campaigns—with Salesforce.com.
Re:Tooling -- E-Signatures: Sign 'Em Up!
As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.
Who's Afraid of the Big, Bad Wolf?
Is Salesforce.com a threat to vendors of marketing automation solutions?
Helpstream Adds Marketing Automation to Suite
Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.
UC Takes a Village, Says Gartner Magic Quadrant for Unified Communications
Magic Quadrant for Unified Communications '09: New research finds no single vendor can adequately address a company's UC needs with one solution.
How to Create a Customer Experience Framework
Forrester Consumer Forum '09: Analyst provides three steps for making the customer experience matter.
Consumers Care About Needs, Not Channels
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.
5 Tips to Prepare for the Recovery
If you want to make the most of the developing business environment, you better start now.
Brand Lessons Learned from Mickey Mouse
RightNow Summit '09: A closing keynote address examines the strategies Disney utilizes to deliver on its brand promise.
Unica Wants Marketers' Heads in the Cloud
The company's latest on-demand solution looks to ease the challenges online marketers face today.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
RightNow Makes Experience Its Mission
RightNow Summit '09: In his opening keynote address, founder and CEO Greg Gianforte outlined the company's plan to rid world of bad experiences.
Finding the Value of Findability
Knowledge management is the path to content management success.
Finding the ‘Where' with Software
SpatialKey's on-demand solution boasts a geographic information system (GIS) that's both low cost and caters to the business user.
The Great Data Debate
eMetrics '09: The Web has the potential to change the way companies and consumers interact, but how to make that happen is still up in the air.
B2Bs Have Clicks Up Their Sleeve, Too
eMetrics '09: Even if the transactions don't necessarily happen on the Web site, B2B marketers still have to manage the site experience.
StayinFront Prescribes an On-Demand Offering
With StayinFront EdgeRx, The vendor diagnoses a new hosted CRM version for its life sciences customers.
Chordiant Focuses on Improving Customer Lifetime Value
The vendor's pair of new solutions are geared to make an impact quickly -- just what companies need, according to analysts.
8 (More) Ways to Accelerate Sales in a Down Economy
Why? Because you need more ways.
They've Got Your Number, Sort of
Predictive Analytics World '09: With great power comes great responsibility, but the power has yet to fully manifest and predictive analytics is already assuming significant responsibility as it battles hearsay and consumer fear.
Acquisitions Get the Call in Contact Center Consolidations
Deals by both ClickSoftware and Spoken Communications signal an emerging trend in the customer service sector: competition through acquisition.
What Marketers Can Learn From "Mad Men"
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.
7 Rules for a Smart Social Strategy
Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.
SAP Calls on Companies to Embrace "The New Value"
SAP World Tour '09: Morning keynote addresses challenge attendees to take charge — or risk failure.
Time to Get Pragmatic about Enterprise 2.0
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.
Marketing Knows No Age Limit
DMA '09: Members of past generations didn't age — they simply died. Baby Boomers, on the other hand, are defying that fate -- and if they're demanding more from life, why aren't marketers giving them what they want?
DMA Presents Awards to Future Innovators
DMA '09: The Direct Marketing Association reinvigorates the industry with an award to recognize thought leaders.
Can You Hear the Social Media Conversation?
Because it's going on all around you, and your customers are talking.
The Next-Generation CMO Knows Something You Don't Know
destinationCRM.com Exclusive: A new report from Forrester Research explores the maturity of your customer intelligence — and reveals what your marketing department isn't measuring.
Ribbit Hops onto Oracle On Demand
The move into Oracle's ecosystem opens up more opportunities for growth, according to company executives.
Technology Needs to Be Lean and Mean
Forrester Business Technology Forum '09: It's not only hip -- it's critical -- to be lean today, especially when waste is a significant cost to companies. To do so, however, technology and business need to start communicating in terms both can understand.
The Future of Technology: Where Are You Headed?
Forrester Services and Sourcing Forum '09: Technology teams are forced to re-evaluate their goals amid tech-industry upheavals in both delivery and cost.
Float Finance into the Cloud
Improving CRM through on-demand accounting.
Oracle Finally Puts the Spotlight on Fusion Apps
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.
Oracle Reinvigorates Mobile and Social CRM Offerings
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.
3 Game-Changing CRM Strategies at Oracle OpenWorld
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.
Breaking Loyalty Barriers with New Technologies
Five steps to successful data-driven customer communications.
Ring in the Holiday Sales
Click-to-call increase conversions, with instant access to sales associates.
Social Media as a Direct Marketing Channel
The old techniques meet the new technology.
The Strategic Mobilization of the Enterprise
You'll need a new platform mindset and a view toward the future.
8 Reasons to Revisit Your ECM Strategy
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.
PowerReviews Connects Brands Socially
With BrandConnect, retailers try to listen in on reviews, while getting consumers to propagate them out.
Don't Overcompensate When It Comes to Compensation
Need to make changes to your sales payout? Here's how.
Mzinga Marries Its Social Software Offerings
The release of OmniSocial unifies the company's collaboration, social media, and community products.
Amdocs Offers Retailers a Helping Hand
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
Avaya Scales for Small Businesses
Pundits and company executives believe that the new IP Office 5 expands functionality while improving simplicity -- two factors deemed prerequisites for success in this sector.
Salesforce.com Invests in a Provider of Software-as-a-Service Accounting
Coda 2go, an application built natively on Salesforce.com's Force.com platform, becomes FinancialForce.com, a new company backed by Salesforce.com and Unit 4 Agresso, parent company of accounting software vendor Coda.
CRM on Twitter: October 2009
Jesubi Just Wants to Jumpstart Your Sales Productivity
The company's flagship sales force automation product tries to bring clarity to ad hoc selling.
The Dangers of Bad Data
With incomplete information, some hazards can be deadly.
Can You Create a Viral Hit?
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
The Final Steps Are Just the Beginning
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
You Are What You Measure
The measurements you track are an indication of the customer relationships you want to have.
Create Your Own Upturn
A shift from managing volume to managing relationships.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
The Message Has Two Faces
Find the truth hiding behind the brand.
Who Do You Trust About Trust?
What to do with conflicting research from reputable sources.
Required Reading: In Us We Trust
Chris Brogan, co-author of the new "Trust Agents," explains why there's no better relationship than one built on trust.
That's Not Fair!
A British initiative called Treating Customers Fairly focuses on the consumer.
Market Focus: Sports & Entertainment -- First Star I Tweet Tonight
Even a diehard fan wants to know the person behind it all.
Required Reading: Measuring Your Marketing
The author of The Marketing Performance Measurement Toolkit tries to help marketers identify what "success" really means.
The Cure for the Common Virus
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
Mistaken Metrics
They say you can't manage what you can't measure. But what if you're using the wrong ruler?
Your Metrics Are Outdated
Times are changing — and so should your metrics.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
What’s Your Type?
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
Driving Bigger Sales Down Under
The TAS Group steers FleetPartners toward its sweet spot with an influx of higher-quality deals.
Marketing to the Money Men
A wholesale provider of financial services tools finds a way to reach a better class of financial adviser.
Analytics Are Just the Ticket
In-depth analysis of online activity helps Rail Europe get its Web operations back on track.
Climbing to New Heights of Lead Generation
Looking to expand its library of ideas, CrownPeak, a provider of Web content management software, turns to Demandbase to target more customers at less expense.
Re:Tooling -- Marketing Campaign Optimization: Optimization for the Masses
When budgets get tight, marketers need to squeeze everything they can out of what's left.
Software-as-a-Service Can Save You Money -- Even in the Long Term
Undercutting conventional wisdom, a recent Forrester Research report raises the possibility that a SaaS deployment can outperform an on-premises one for as long as five years -- or more.
Avaya (Finally) Closes Deal for Nortel Assets
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
Shopping with Moms and Millennials
Shop.org Annual Summit '09: With 90 percent of households reporting a reduction in shopping,
6 Ways E-Commerce Survived the Recession
Shop.org Annual Summit '09: A record number of attendees gather to learn strategies for the changing e-commerce landscape.
Direct Digital Marketing Benefits Companies and Consumers Alike
A strategy to improve marketing efficiency and customer loyalty.
Fewer Seats in the Contact Center
A new study finds more agent jobs were lost than gained in the fourth quarter of '08.
Get Smart About Outsourcing
Forrester outlines 12 criteria necessary to address when assessing contact center outsourcers today.
Retail Buys Into New Social Media Tools
More retail merchants are on Facebook and Twitter than they are employing customer reviews and viral videos, according to a survey by The E-tailing Group.
Here's to Your e-Health
Why consumers need to examine the full story on Electronic Health Record privacy.
Turn Your Satisfied Customers into Loyal Ones
Nurturing customers with analytics.
Jive's New Social Media Release Powered by Radian6
Social business solutions company adds social monitoring to its offering and aims to enable collaboration and engagement.
Forrester Unveils Consumer Technology Benchmark
Survey results of more than 40,000 American households shows that technology will continue to see strong adoption in daily life.
Survey Software Continues to Sell
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
One-Stop Shop for E-Discovery Data Processing
Looking to streamline operations and reduce cost, Clearwell unveils a bolstered, fully integrated platform.
6 Steps to Influencing Customers and Building Trust
Gartner CRM Summit '09, Day 3: Connecting with customers relies on the power of influence.
E-Commerce Can Save Your Business -- or Sink It
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.
How to Survive the Customer-Specific Web
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.
Visible Technologies Keeps an Eye on Use Cases
The social media monitoring company extends its truCast Suite and segments its capabilities based on user needs.
How to Create CRM Fusion
The technique to achieving marketing-sales alignment.
Adobe to Acquire Omniture
Pundits say the $1.8 billion deal — uniting a provider of development platforms with arguably the predominant player in Web analytics — has the potential to finally make measurement a powerful aspect of interactive media.
Boost Customer Satisfaction, Now
Three tips for winning customers despite tough economic times.
Mobile Content Is Risky Material
By containing that risk, you can achieve greater customer value.
RightNow Buys Social Networking Platform Player HiveLive
The CRM vendor scoops up a social networking and community platform provider for $6 million to expand its social CRM offerings.
Salesforce.com's Second Stab at Service
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
Salesforce.com Finally Finds the Contact Management Space
The company brings forth its fifth option for CRM users, Salesforce Contact Manager, geared toward the smallest of businesses.
CRM, Meet Your Future
Social media and CRM converge at the Wharton School of Business.
Looking for Loyalty?
A new survey shows the importance of CRM to customer loyalty.
SMBs Find the Beef in BI Deployments
Aberdeen Group fleshes out the top reasons for business intelligence investments among small-to-midsize businesses.
SMB Interest in Managed Services and SaaS Ripens
AMI-Partners reports 100 percent growth in interest among small-to-midsize businesses in managed software and services.
Marketers Need to Fully Own the Customer Experience
Enough with the promotions, customers demand better service.
Act! Gets Even More Social in 2010
A new version of Sage's contact and customer management software sports a redesigned interface, social media capabilities, and e-marketing functionality.
RightNow Dives into Deeper Functionality
RightNow Technologies continues to target larger contact centers, with its August '09 edition offering expanded graphical workflow capabilities and trending/analytics features.
Teleperformance and Genesys Team Up to Deliver On-Demand Functionality
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
The Power of Post-Sales Analytics
The path to igniting sustainable sales performance.
5 Strategies for Creating a Competitive Edge
CRM Evolution '09: CRM consultant shares tips for barreling through the economy and thriving in a post-recession world.
CRM Evolution '09: All the Links You Need
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
Study Shows More "Babble" on Twitter Than Promotion
Despite an uptick in business activity, Pear Analytics says the majority of Twitter posts contain "Pointless Babble."
Google Leaves Users Satisfied
Driven largely by the search engine giant, e-business receives a customer satisfaction score of 81.5 this quarter, up from 79.3 a year ago.
Collaboration Software Vendors Come Together on Forrester Wave
Microsoft and IBM do the most sharing, with Novell playing close behind.
The 2009 CRM Market Awards: The 2009 Elite
The four customer implementations deemed most worthy this year.
The 2009 Market Leaders - Consultancies
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Open-Source CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Data Quality
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Business Intelligence
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Marketing Solutions
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Incentive Management
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Sales Force Automation
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Small-Business Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Midmarket Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Enterprise Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 CRM Market Awards: The 2009 Market Leaders
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 CRM Market Awards: The 2009 Rising Stars
Six on the rise in 2009
The 2009 CRM Market Awards: The 2009 Influential Leaders
In the age-old battle between dreamers and visionaries, visionaries win out every time. The eight individuals honored this year may not be the biggest names in CRM — well, not all of them, anyway — but there's no doubt each one sports a powerful vision.
The 2009 CRM Market Awards - Introduction
We cover CRM every month, of course, but this month is special. This is when we pull out all the stops to recognize excellence—the vendors leading the marketplace across 10 categories; six Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM who are changing the direction of the industry; and, best of all, four companies using CRM to connect with their customers.
Stand Up for Your Rights!
How to ensure the software you use isn't abusing you in the process.
Hello, I Love You
How CRM and advertising can help you court the best customers.
CRM Bucks the Downward Financial Trend
The CRM industry grew 12.5 percent in 2008, to $9.15 billion.
Survival of the Relatively More Fit
CRM is changing, evolving to suit the demands of the moment.
The Lessons of the Magic Curry Kart
Your local street-food vendor can teach your company a thing or two.
Web-Only Exclusive: Licensee Bill of Rights and the Software-Ownership Life Cycle
A visual depiction of the Forrester Research guidelines referred to in Ray Wang's Tipping Point column in the September 2009 issue of CRM magazine.
Microsoft’s Million-Member March
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
The Best of the Rest
The Market Awards are done, but there's so much left unmocked!
Jetting to a Better Customer Experience
The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores
Do You Accept the Terms of Engagement?
Eager to play with social media, employees of CRM vendors are finding themselves burdened by new rules
CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
The Advantages of On-Demand Speech Technology
SpeechTEK 2009: This year's closing keynote panel examines speech solutions delivered via the software-as-a-service model.
Creating a Digital Personality with Speech Technology
SpeechTEK 2009: The keynote presenter on Day 2 argues that 90 percent of new-customer interactions involve moments of truth that are delivered by technology or technology-enabling personnel.
Customer Intimacy and Operational Excellence Drive Innovation
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
What B2B Marketers Can Learn from B2C
CRM Evolution '09 — Day 2: Whether marketers are hitting an individual or an enterprise, both are consumers and, ultimately, share the mindset that "it's all about me."
Social CRM Showdown
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.
The Secret to Continuous Customer Management
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.
The Power of Voice
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
Speech Poised to Dominate Mobile Market
SpeechTEK 2009: Instead of forcing users to navigate dozens of smartphone icons, one presenter warns, the dominant interface of the future will be voice.
Running Your Speech Solutions Clean in Lean Times
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
Speech Is My Copilot
SpeechTEK 2009: At CRM Evolution's sister show, a Continental Airlines executive boasts of her industry's only interactive-voice check-in.
The Great Sales (Re)Learning
A back-to-basics approach can save your business.
The Future of Mobile Is Now
CRM Evolution '09 — Day 2: Mobile applications are bridging the gap between sales and CRM.
The Cornerstone of CRM Deployment
Usability can be the lynchpin between failure and success.
Get Salespeople Back to Selling
CRM Evolution '09 — Day 1: If only today's companies would measure on process -- not function -- they might create alignment across the organization.
Calling All Social Customers
CRM Evolution '09 — Day 1: KEYNOTE: Customers may control the conversation, but they do not control your business.
How to Sell More, Grow Your Business, and Defy the Economy
CRM Evolution '09 — Day 1: Sales and strategy luminaries offer tips for staying above ground -- and prospering -- during the downturn.
eTelecare Global Solutions Merges with Stream Global Services
One industry analyst believes the move is the biggest business process outsourcing market shakeup in the last six to 12 months.
Unica Integrates with Version 8
Sporting a new look and a new user interface, the marketing solutions vendor retires the Affinium name and targets the interactive marketer.
CallCopy Puts the WFO Pieces Together
Citing customer demand and market movement, the company unveils its latest platform, promising the equivalent of a workforce optimization suite.
CRM Magazine Announces Winners of 2009 CRM Market Awards
Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.
Parature Joins the Twitter Stream
The provider of on-demand customer service software delivers a direct integration into the burgeoning social media site.
Blogging in Hard Times
Marketers miss the fundamentals.
Oracle's Other Half Lands in the Gartner Magic Quadrant for Sales Force Automation
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.
No Pain, No Gain
Adoption of a new sales performance system doesn't happen by chance.
Xora and Gearworks Make a Mobile Merge
Former competitors combine, aiming to be the largest provider of mobile business applications.
Get Smarter with Knowledge Management
CRM + KM = smart CRM.
Infor Delivers CRM to IBM System i Users
The move looks to help the install base of 14,000 integrate basic CRM functionality with existing Infor ERP systems.
Omniture Tops Forrester Wave in Web Analytics
Innovation isn't slowing down as vendors meet the increasing demand to merge online and offline data.
Forrester Gives a Welcoming Wave to Complex Event Processing
Citing heavy demand, the research firm unveiled its first-ever evaluation of nine vendors in the rapidly maturing space.
Quantivo Couples with the Amazon Cloud
The behavioral analytics provider boosts scalability, flexibility, and affordability with its new deployment model.
Reclaim Your Sanity and Win the Business
No more customer-reference fire drills.
Knoa Provides a Comprehensive View of Business Application Use
The company's Global End-User Monitor product promises to provide monitoring of all applications for end-users.
Webtrends Looks to Reclaim Position in Web Analytics Market
In what the company calls its biggest launch ever, Webtrends unveils Analytics 9 and acquires Widemile.
Employee Engagement Can't Thrive on Bonuses Alone
Financial services firms need to look at more than just monetary compensation to keep employees engaged, according to a new study.
Get Ready for the EFM Upswing
Hypatia Research discusses the importance of enterprise feedback management and the future of the market.
Interactive Spending Expected to Rise to $55 Billion by 2014
Marketers are cutting costs and opting for cheaper, more measurable tactics.
CRM and CMS 2.0 Collide, Part 2
Sharing knowledge to build better relationships.
Still No Leaders or Challengers in Gartner's EMM Magic Quadrant
Magic Quadrant for EMM '09: Enterprise marketing management vendors continue to face slow adoption rates in an economic downturn.
Bridging the Gap in Enterprise Search
RightAnswers seeks to close the loop and maximize search capabilities with its latest release.
Sales Performance Management Is the New Necessity
CRM won't solve everything. You still need skilled salespeople to get it right.
Mashups Make You Smarter
A new Forrester Research report encourages organizations to embrace self-service business intelligence and mash it up to get even more intelligent.
Avaya Wants to Up Virtual Agents' Ante
The release of one-X Agent marks a potential re-emphasis on the vendor's ability to cater to remote agents, says one industry pundit.
Your Marketing Campaign Needs a Second Opinion
Alternative communication channels in healthcare marketing.
Strategies that Endure
Proven business strategies abound—even new ones.
The Next Steps Matter, Too
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Doing More of What You Already Do
Performance management is a contact center requirement.
Servicing Software-as-a-Service
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
Managing Social Customers for Profit
A new paradigm calls for a reassessment of an industry metric.
Channeling My Frustration
Words, words, words. Why don't they mean what they used to?
Microsites to Serve Microsegments
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Do You Know Your URLs: The Answers
Think you know the score? Guess again.
X Marks the Spot
Consumers are looking for you on search engines—but are you there to be found?
On the Scene: Clarity Is SAP’s New Enterprise
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Required Reading: Rave All About It
Author David Meerman Scott reveals the secret to having your idea spread everywhere.
CRM on Twitter: August 2009
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
Feedback: August 2009
Readers tell us what they think of "social" technologies.
Healing the Sick
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.
Patients Are Customers, Not Case Numbers
"Healthcare" and "customer service" don't have to be mutually exclusive.
The New Prescription for Pharma
Online Exclusive: The drug of choice might involve moving from historical analysis to predictive modeling.
Intelligence in the Cloud
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
LucidEra: The End of an Era?
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Serving Up Service Strategies
Delivering quality customer service means making quality shots.
Out of Bounds: Virtually Blending the Shopping Experience
Online Exclusive: What do you do when your customers aren't playing in your court?
The Power of Information
OSIsoft uses Socialtext to revamp an outdated knowledge base.
Patience for Patients
Improved surveying techniques improve a hospital's patient centricity.
Less Is More
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
More Books, Fewer Worries
Self-publishing company Author Solutions turns to Salesforce.com's platform-as-a-service to host its operations and expand its library of ideas.
Re:Tooling -- Predictive Analytics: Keeping a Step Ahead
To cope with the recession, more organizations are looking to predictive analytics for answers.
Are You Ready to Zwitch to Zoho?
The productivity suite provider integrates email and CRM, beefs up its Projects application, and entices Salesforce.com users to switch over.
Beyond the Hype: CRM Applications Endure
Forrester principal analyst William Band takes a deep dive into technologies that have evolved from having "overhyped expectations" to becoming critical to the "enterprise competitive strategy."
The Customer Care Revolution
Strategies to reduce operating costs and protect revenues.
The Overstuffed Inbox
A decline in email responsiveness creates enormous opportunity.
IBM to Acquire SPSS for $1.2 Billion
Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.
After Swallowing SupportSoft, Consona Conveys Renewed Roadmap
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Worldwide BI Revenue Reached $8.8 Billion in 2008
Growth in business intelligence software continues despite economic pressures.
Marketers and Mobile Carriers Put Best Practices in Motion
For the first time, U.S. mobile carriers and the Mobile Marketing Association have collaborated to create a single standard for mobile SMS marketing.
Relationships Strong Enough to Survive
Big or small, they can deliver real business value.
Analytics in a Multichannel World
Make interactions more sophisticated.
CRM Market Grows for Fifth Straight Year
Software-as-a-service, analytics, and customer retention technologies help lead the way, according to a new Gartner report — and SAP retains the market-share crown.
Get a Handle on CRM Tools
Six steps for enterprise analysis.
Twitter: Social Media for the Sophisticated User?
"As people become more savvy with social media," says the managing partner of Anderson Analytics, "they pick up Twitter."
8 Factors Impacting ECM
AIIM report details traits of today's Enterprise Content Management industry.
When Sales Calls for Support, How Does Marketing Answer?
Ten essentials for a marketing portal.
Microsoft Makes a Million (or Two)
Microsoft Worldwide Partner Conference '09: The tech giant hits two major milestones: a million members of its partner network and a million customers for Dynamics CRM.
Workforce Management Market Set to Double
According to new research from Pelorus Group, the market will jump from $268 million to $533 million by 2014.
A New Leader Emerges in Gartner Magic Quadrant for MDM for Customer Data
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.
Good Service, Good People, Good Content Management
Three steps required to grasp customers' needs and hold their loyalty.
Kana Looks to Cut Down the Silos of Customer Service
One pundit forecasts the company's service management solution is the first of many we can expect to come down the pike.
A Happy Tech-Support Caller Is a Happy Customer
A new study reaffirms the impact a satisfactory tech-support experience has on brand image and likelihood to repurchase.
Alterian Socializes with Techrigy
The marketing automation provider brings social media monitoring onto its platform.
Lithium Floats a Social CRM Balloon
Lithium Technologies' new suite, launched today, looks to unite traditional CRM and the social Web.
Retail Banking’s New Approach, Part 2
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
Allegiance Acquires Inquisite
The enterprise feedback management vendor scoops up an online-survey software player.
Know Your Triggers
In a tough economy, intelligent lead generation proves its importance.
Gen Y Finally Begins to Value Loyalty
Consumers continue to look for additional value through loyalty programs. Millennials show the highest increase in participation.
SPSS Collects, Collaborates, and Deploys — All in the Name of Analytics
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.
Amid Budgetary Bloodshed, Social Media Marketing Is Spared
In a new survey, more than half of respondents cite overall marketing-budget cuts of at least 20 percent, but nearly half claim they'll be increasing their social media marketing spend.
The 7 Benefits of Online Customer Service Communities
A new Forrester Research report highlights the return on investment in social media communities.
Small Businesses Take On the Twittersphere
Inbound marketing vendor HubSpot offers a new social media monitoring solution and gives advice to small businesses toying with Twitter.
The New Qualities of Trillium's Data Quality
The Harte-Hanks software division's Version 12 refreshes real-time validation capabilities, business-rules sharing, and dashboard interfaces.
Don’t Crash at Critical Intersections of Customer Support
Cruise through with effective supply chain management.
nGenera CIM Goes Tactical
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
Consulting the Gartner Magic Quadrant for CRM Service Providers
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.
Radian6 Listens to the Demand and Integrates with Salesforce.com
The listening platform provider brings social media analysis to the CRM world.
Big Red Roundup
Oracle releases financial results, announces the departure of an influential leader, and creates news around its Fusion Middleware Apps.
Responsys Gets Personal
By integrating data collected by its recommendation-engine partners, Responsys aims to help clients deliver highly personalized emails.
7 Ways to Accelerate Sales in a Down Economy
The answer involves more than just "always be closing."
Coremetrics Targets Ad-Targeting
New releases promise to help Coremetrics clients deliver ads of higher relevance.
Small Businesses Show Social Networks Some Love
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.
Web Self-Service Will Make You Great
Five surefire ways to increase adoption among customers and contact center agents.
Innovate Your Way Out of a Recession
In a recession, an innovative organization can learn to focus on fewer projects—but ones that can meet and even exceed expectations.
CRM in the Palm of Your Hand
Three factors are combining to (finally) drive interest in mobile CRM.
The Post-Recession Customer
From now on, consumers will be saddled with residual uncertainty.
New Routes to New Customers
A customer-centric approach for emerging markets.
Contact Centers and the Age of Analytics
A variety of applications promise revenue generation and cost reduction.
A Revolution in Customer Centricity
It all started with sales tax.
Matching Pie Slices to Plates
As more vendors enter the on-demand CRM arena, profit may be harder to come by. Is consolidation the answer?
Taking the Measure of Social Media
Experts insist that social media is measurable—it just depends on how you define your metrics.
On the Scene: New Beginnings from Within
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Whuffie Doesn’t Grow on Trees
Forget money: Trust, transparency, and value represent today's social currency.
Required Reading: Cashing In On Social
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
CRM on Twitter: July 2009
Feedback: July 2009
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.