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Infor CRM
641 Avenue of the Americas
New York NY 10011

PH: 1 800 260 2640
Visit their Web site: http://crm.infor.com
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About Infor

Infor is fundamentally changing the way information is published and consumed in the enterprise, helping 70,000 customers in 194 countries improve operations, drive growth, and quickly adapt to changes in business demands. Infor offers deep industry-specific applications and suites, engineered for speed, and with an innovative user experience design that is simple, transparent, and elegant. Infor provides flexible deployment options that give customers a choice to run their businesses in the cloud, on-premises, or both. Learn more at www.infor.com.

Product Description

About Infor CRM (formerly Saleslogix)

Your customer relationships are the driving force of your business. By offering a complete view of every customer touch point across your sales, marketing, customer service, and support teams, Infor CRM enables you to maximize the impact of every interaction—across the entire customer lifecycle—whether in the office or out in the field.

The best part about Infor CRM is that it’s built for your business. Industry-specific capabilities, deep integration, and unparalleled flexibility and control in how you deploy, use, and pay for your solution offers a best-of-breed CRM solution without compromise. Learn more at http://crm.infor.com.


Whitepapers, Archived Webcasts and Sponsored Content
  • Infor CRM Overview
    Infor CRM is an award-winning solution that delivers a comprehensive connectivity of customer interactions across your sales, marketing, customer service, and support teams to maximize your most important corporate asset—customer data.
  • Your CRM Inside
    Infor CRM Advances Strategy for “Your CRM Inside” with Infor CRM Xbar for Microsoft(r) Outlook(r).
  • Customer Successes
    Karen Dedier, Noble Systems director of CRM systems, talks about selecting a CRM solution and the powerful impact Infor CRM is making to the business. “It’s a great all-around package that solves a ton of business issues.”
  • Blog
This company is listed in the following categories:
AnalyticsBig Data CRMChannel ManagementCloud-based CRM
Customer Service/Call CentersEducationEnterprise CRMFinancial Services/Banking
Manufacturing/AutomotiveMarketing AutomationMobileNon-profit
Pharmaceuticals/ChemicalsProfessional ServicesRetailSales Automation
SMB/Mid-market CRMSocial CRMSports/EntertainmentTechnology
Articles Mentioned
CRM Evolution 2017, Day 1: Personalization Requires Technology and the Human Element
'Customers want to be loyal to you…but we don't necessarily roll out the red carpet and make it easy for them to remain loyal to us,' says an expert on brand advocacy.
Swiftpage Celebrates 30 Years of Act!
Launched 30 years ago, the Act! solution continues to evolve with the ever-changing landscape of the CRM industry.
Tipping Point: 5 Ways to Invest Wisely in Customer Loyalty
Loyalty investments in their current form are not generating all the value they could.
iconectiv Launches Right Party Verification for Mobile Messaging
iconectiv Right Party Verification for Messaging will help marketing firms meet strict federal telephone consumer protection regulations.
The Next Frontier for Bots: Customer Success
Today, companies have to stand out by providing the best possible customer journey and have been investing significantly in customer success teams and platforms. How will bots figure into the effort?
Pinterest Launches Promoted App Pins
Pinterest Promoted App Pins have been shown to increase app visitors and downloads for advertisers.
Signal Launches Customer Identity Solution
Signal Customer Identity helps companies connect and leverage identity beyond advertising.
The 2017 CRM Service Rising Stars: Freshdesk Puts a Fresh Spin on Collaboration
The vendor has been on an acquisition spree to help agents work together and across departments
The 2017 CRM Service Rising Stars: Verint Makes Strong Moves Across Channels and into the Cloud
The vendor's acquisition strategy takes it in completely new directions
Ytel Launches Beacon Marketing Application
Ytel Beacon lets marketers broadcast with voice messaging and ringless voicemail.
InsideView Strengthens Integration With SAP Hybris’s Sales Cloud
The native Sales Cloud offering now cleans, updates, enriches, and standardizes account data.
Marketo Partners with Infor
Strategic partnership provides broad, seamless digital engagement solutions.
Sprinklr Releases Sprinklr Display
Sprinklr Displayputs social media data on digital screens for retail, command centers, events, and outdoor advertising.
Pitney Bowes Announces a Data Practice
With the new line of business, Pitney Bowes aims to help firms tap the full potential of its data assets.
Vidyard Adds SalesLoft to Its Integration Ecosystem
Vidyard for SalesLoft helps sales reps create and manage customized and personalized video emails.
IDG Launches Pipeline Activator
Predictive technology helps sales teams connect with the right buyers early in the sales cycle.
Salesforce.com’s CRM Platform Gets an AI Makeover
The spring release extends Einstein artificial intelligence capabilities to all customer-facing professionals and enables advanced image recognition.
Modifying Your Rewards Program? Use These 3 Design Principles
Before revamping your rewards program, take a careful look at how it's designed. It may not be built for success.
Act-On Launches Adaptive Journeys
Act-On's Adaptive Journeys introduces a predictive engagement engine to help marketers personalize contacts.
Biometric Authentication Presents New Security Risks
While the customer service industry has been an early adopter and advocate of biometric authentication, certain risks might have been overlooked that could set consumer adoption back.
Accusoft Releases OnTask to Automate Business Workflows
The technology aims to eliminate administrative tasks and allow sales reps to focus on selling.
The Three Ts of a Winning Sales Team
Talent acquisition, training, and time management can help sustain a successful sales culture
Tenjin Partners with Looker and Chartio
Tenjin's relationships with Looker and Chartio will bring advanced business intelligence to app marketers.
Velocify Adds ReportHub to Its Sales Acceleration Platform
The analytics tool places a magnifying glass on three key performance areas.
Vendavo Releases Prepackaged Pricing Solutions
The ready-made software aims to quickly guide sales reps toward the optimal pricing options.
Businesses Do Better with Customer-First Marketing
Customer satisfaction is 269 percent higher when marketing puts consumer needs first
Separating AI Reality from AI Hype
Artificial intelligence is about to go mainstream, so let's talk about what it is, and isn't
Marketing Needs a Story to Tell
Brand storytelling has become an essential element of company success
SugarCRM Partners with TrustSphere
SugarCRM tightens ties with TrustSphere to help companies act on customer email trends.
Clarabridge Tailors a Customer Solution for Banks
A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
NRF’s Big Show 2017, Day Two: Virtual Reality Is Creating New Opportunities for Retail
The digital and physical are merging to redefine shopping.
Swiftpage Releases Act! Version 19
The combined CRM and marketing platform now includes a mobile application, additional reporting fields, and deeper third-party integrations.
Did Data Let Us Down?
While data science has tremendous potential to uncover business insights, it is still a new field of endeavor with very few skilled practitioners
4 Big Barriers to an Integrated Customer-Centric Strategy
The key, as always, is data—and how you use it
11 Ways to Drive Holidays Sales with Email Marketing
It's the most wonderful time of the year for your email campaigns.
Swiftpage Enhances Act! with Tiger Pistol's Facebook Ads Connector
Premium users can now import leads from ads on Facebook into the Act! database.
Pyze Unveils Growth Intelligence 2.0 for Mobile, Web and Native Applications
Growth Intelligence 2.0 provides a unified view across channels for a holistic understanding of user hehavior.
Intelligent CRM Connects Customers and Users
Chatbots can help CRM move from an internally focused information warehouse to an externally driven engagement tool, building relationships based on what is important to both customers and users.
10 Ways to Get CX Efforts Noticed
Promoting your CX initiatives gets employees engaged and improves company performance
What Brexit and the Election Can Teach Today’s Marketers
Pollsters missed the mark this year. Here's how marketers can avoid misreading their audience.
Infor Launches Sales Intelligence for CRM
The release leverages data science to predict which customers are most likely to purchase, and which products they'll be most interested in.
Adobe to Acquire TubeMogul
TubeMogul acquisition brings video advertising platform to Adobe Marketing Cloud.
7 Tips for Creating an Irresistible Call to Action
It's great when people read your emails. It's even better when they click your links.
Is CRM Getting Too Intrusive?
There's no end to how much business leaders are willing to scrutinize their employees
Apple, Google, Verizon, and Others Join Fight Against Robocalls
The federal government is asking the industry to do more to thwart automated marketing calls
5 Hurdles to Clear on the Way to Sales Transformation Success
A list of barriers organizations should expect to encounter when stepping up their sales game
Looker Releases Looker 4 Data Platform
Looker 4 extends how and where data analysts can receive and act of data.
InMoment Releases Experience Hub 2.0
Experience Hub 2.0 helps companies understand the why behind customer data.
Good Customer Experience Starts with Your Brand
Everything from the positioning, the platform, and the brand promise should act as a filter for how you communicate with and support your customers. Part two of a two-part series.
Medallia Expands Its Integrations
Enhanced capabilities help companies capture customer feedback and integrate with other business systems.
Act-On Launches Act-On for Microsoft Solutions
Act-On is integrated with Microsoft Dynamics CRM, Power BI, and Outlook and hosted on Azure.
At DreamForce, Salesforce Shows Its Acquisitions Are Paying Off
Einstein and Commerce Cloud are just two of the products introduced following a busy year of acquisitions for Salesforce.
Why Isn’t CRM Adoption Higher? CRM Vendor Execs Weigh In
An informal survey reveals what vendors, and SMBs, need to do better
Insights-Driven Businesses Succeed in the Digital Age
Companies that capitalize on data will see the biggest revenue boosts
Email Marketing: Getting From ‘I Think’ to ‘I Know’
Social media and branded apps abound, but email is still central to the search for a single view of the customer.
Congress Seeks to Protect Consumers’ Right to Complain
The Consumer Review Fairness Act would make it illegal for companies to prevent consumers from writing bad reviews.
OpenWorld 2016: Oracle Introduces Cloud-Based Analytics Offerings
At its annual user conference, Oracle releases a set of tools to help business users glean insights from their customer data.
Radius Adds Its Predictive Apps to Oracle Marketing Cloud
Radius' combined solution with Oracle Marketing Cloud will help marketers identify and act on prospects most likely to convert.
Email Marketing Best Practices
It's a fast-paced, mobile-first world, and marketers need to deliver something of value to customers and prospects
Paytronix Adds Campaign Center Analytics
New features allow restaurants and retailers to align their businesses with guest preferences.
Terminus Unveils Account-Based Marketing Cloud for Salesforce.com
The partner program aims to help B2B marketers build their ABM technology stacks by consolidating and classifying software vendors according to their functions.
Act-On Launches the Advanced Social Media Module
Act-On's Advanced Social Media Module gives marketers advanced social media engagement and analytics.
Swirl Launches on Oracle's Marketing AppCloud
The Mobile Presence Management and Marketing Platform can use in-store shopper behavioral data to deliver personalized digital content to customers.
How to Measure Customer Loyalty
A single metric, now matter how useful, can't give you the full picture.
Lithium Updates Klout for Twitter Gnip
Lithium delivers more data on influencers for Twitter's Gnip 2.0 with Klout Enrichments.
Swiftpage Releases Act! 18.2
The contact management solution now gives subscribers access to the Act! Connect Link integration tool.
Evergage Releases Data Hub
Evergage Data Hub synchronizes customer information across systems to improve real-time personalization.
More Marketers Must Move to Mobile Technologies
Companies need to add mobile messaging to their marketing mix
Salespeople Need Better, but Fewer, Tools
Professionals are expressing demand for digital aids that are more easily accessible and intuitive
Lexalytics Launches Pharmaceutical Industry Pack
Lexalytics' Pharmaceutical Industry Pack provides out-of-the-box text analytics for pharmaceutical pros.
LinkedIn Updates Sales Navigator for Quicker Contact Access
The social selling tool gets a makeover for Salesforce.com, Gmail, and mobile devices.
Putting the 'R' in CRM
It's time to explore the human side of CRM in the B2B space. The second in a three-part series.
Where Is the Sales Enablement for Deskless Workers?
Mobile-only salespeople need their own solutions—and those solutions need to go beyond providing content to enabling conversations in real time.
Why Traditional CRM Systems Don’t Cut It for the Consumer Packaged Goods Market
Field B2B sales reps in the CPG market have to move, think, and act fast, and they need a mobile-first commerce platform to keep up.
Is It Time for Your CRM System to Evolve?
Like nature, technology is always moving forward and adapting—and your enterprise applications should be no different.
Gryphon Networks Offers Its Sales Performance Dashboard on CRM Systems
Sales managers can now monitor team performances from within their CRM systems.
Why Increased Self-Service Can Be Good for Agents
Customers do everything they can to avoid talking to them—except when it really matters
What is Digital Transformation and Why is it Important Now?
Clinging to the status quo is not an option. Disruption is happening.
On Social, Not All Negatives Are Bad
Companies should use customer comments—both good and bad—to drive brand transformation
Infor Acquires Predictix
The CRM vendor bolsters its CloudSuite Retail platform with machine-learning capabilities.
ReviewTrackers Releases Trending Topics
ReviewTrackers' Trending Topics Feature helps companies surface and act on customer feedback.
Forrester Customer Experience Forum, Day 2: Corporate Culture Translates into CX Excellence
At CXNYC, speakers highlight the correlations between strong company cultures and customer approval ratings.
Lytics Launches Lytics Personalization
Companies can now personalize their Web sites in minutes with Lytics Customer Data Platform in one software tool.
Smart Customer Service Along the Omnichannel Journey
A cloud contact center integrates channels while analytics can identify opportunities to improve support.
8 CRM Essentials for Manufacturers in the Internet of Things Era
To drive customer engagement in a digital world, your CRM software needs to keep pace with the IoT
ZynBit Partners with App-X
ZynBit.com is bringing email integration to the App-X's CRM platform for private equity firms.
Captricity Partners with Pegasystems
Captricity captures and digitizes data from handwritten forms to unlock additional value for Pegasystems' customers
At Pegaworld, Speakers Call for More Human Customer Interactions
Speakers suggest rethinking processes from the customer's perspective, and enabling authentic interactions.
IBM's The Weather Company to Launch Watson Ads
The Weather Company's newest offeriong is the first time IBM's Watson cognitive computing engine will be used for advertising.
CallTrackingMetrics Launches HIPAA Compliance Program
CallTrackingMetrics' call attribution software now complies with the Health Insurance Portability and Accountability Act.
The Best Way to Personalize Customer Interactions
"Timeliness and relevancy are the foundation of delivering personalized customer experiences in real time."
Enabling Behavior
We use strange language to describe our applications
CRM Evolution 2016, Day 2: Customer Experience Is the Path to Customer Retention
If businesses wish to hold on to their customers, they must go beyond their demands for outstanding experiences and reach them in their channels of choice.
Amplify 2016: IBM Introduces New Cognitive Computing Tools to Accelerate Customer Engagement
Executives stress that enhanced technologies can learn over time and work to uncover insights that drive richer customer experiences.
GI Insight Launches GI Campaign
GI Insight's GI Campaign marketing platform helps companies capture and act on real-time customer behavioral data.
Adobe Adds Ad Tech Performance to Marketing Cloud
New capabilities include dynamic content optimization, vdeo, mobile, and location data.
Liferay Launches the Digital Experience Platform (DXP)
Liferay Digital Experience Platform seeks to improve customer experiences by bridging organizational silos and processes.
Tips to Balancing Contact Center Automation Costs and Quality
Caution and customer centricity should guide technology decisions
Swiftpage Releases Act! 18.1
The latest version allows users to connect Act! to popular business optimization tools.
FICO Releases Prescriptive Analytics and Decision Management Suite
FICO Decision Management Suite 2.0 enables businesses to develop analytics-powered applications faster.
MaritzCX and Maritz Motivation Solutions Partner
The integrated solutiuoiins bring together the MaritzCX and Maritz CultureNext platforms to reward employees.
LiveHive Updates its Sales Acceleration Platform, Launches the Sales Connect Partner Network
The updated platform accommodates third-party applications to enable increased visibility throughout a sales cycle.
Infor Releases Version 8.3 of Its CRM Solution
Infor CRM 8.3 offers enhanced mobile features, offline functionality, and new configurations and interfaces.
Mobile Marketing Is Essential for Brand Differentiation
Companies need to make their marketing immersive for the most impact
Act-On Software Helps Truity Credit Union Connect with Customers
Thanks to the marketing automation platform, a small bank hones sharper email campaigns
Fonolo Takes Credit for Reducing Call Abandonment
Credit Union of Colorado improves its customer experience with Fonolo's In-Call Rescue
Journey Maps: The Secret to Our Customer Success
In the era of digital disruption, new tools can help you strive for authenticity
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
Customer Success Management Comes of Age
Ensuring that clients are getting the most out of what companies have to offer is key in today's as-a-service, subscription economy
Gryphon Networks Launches Dialing Application
Gryphon's Dialing Application ensures compliance with existing sales and marketing call regulations.
Hootsuite Acquires Sales Prodigy to Help Reps Engage Leads on Social Media
By integrating the social selling app, the platform aims to help salespeople ‘jump in and start a conversation.'
Pyze Launches with Mobile App Growth Intelligence Platform
Pyze emerges from stealth mode with a new growth automation and contextual marketing platform for free.
OpinionLab Launches Its Winter 2016 Release
OpinionLab's VoC solution helps companies act on customer feedback.
ReadyTalk Integrates with Act-On
The newest integration provides lead generation from webinars.
Jive Updates Many of Its Collaboration Tools
New corporate communication offering, integration with Sysomos, and HIPAA compliance for Jive-w apps further bolster Jive's product suite.
Brandify Launches Brandify Mobile
The Brandify Mobile suite enables companies to connect with consumers at multiple touch points.
LiveOps Cloud Releases Redesigned CxEngage Platform for Contact Centers
The reimagined platform promises improved customer service for enterprises.
SugarCRM Partners with Wipro to Deploy CRM Systems for Global Companies
In aligning with the systems integrator, SugarCRM looks to bolster its enterprise offerings.
Sprinklr and Yelp Partner on Social Analytics
Companies can analyze reviews and sentiment data from Yelp to extract insights and act on them to drive business outcomes.
Salesforce.com Adds Dashboards to Sales Wave Analytics
Visual analytics tools aim to let sales professionals craft better strategies and boost team performance.
ComScore Merges with Rentrak
The two companies together will use massive data scale to establish new currencies for understanding consumers' multiscreen behavior.
FairWarning Issued Patent for Detecting Fraud and Misuse in CRM Systems
U.S. Patent 9,202,189 provides the foundation for FairWarning for Salesforce.
Don Draper Would Strike Out With Millennials
Today's demanding customers value meaningful relationships over off-the-cuff-links salesmanship.
InMoment Teams Up with RapidMiner
The new partnership brings RapidMiner's predictive analytics capabilities to InMoment's Voice of the Customer solution.
Creative Virtual Partners with Atos for DCXT for Financial Services
DCXT includes Creative Virtual's V-Person virtual assistant technology.
The FCC Saves Millions with Zendesk
The federal agency's Consumer Help Center costs far less to deploy and maintain
Swiftpage Launches Act! Version 18
The new release includes beefed-up marketing features and a Web API platform, making it easy for SMBs to integrate Act! with external programs.
4 Ways to Make Your Customer Satisfaction Surveys Actionable
To truly understand customer feedback, you need to ask an important question: "Why?" The only way to do that: follow up.
Moving and Shaking
Tarantino's favorite cinematic opiate makes the transition to mobile
Rethinking Data Quality
Why companies should closely examine their approach to collecting, cleaning, and maintaining their data
Is Silo Mentality Hurting Your Customer Experience?
Foster a collaborative mind-set within your company. Your customers will thank you for it.
Spredfast Launches Promotions, a Game for Collecting Customer Data
Customizable social contest builder collects unique data that matters to companies.
Vidyard Launches Vidyard Live Streaming Media Solution
Vidyard Live enables marketing and sales to see who watches their live events and automatically converts videos for on-demand use.
Crafting a CRM System to Mobilize Your Salesforce
Your reps should use a mobile CRM platform that makes selling fast, fun, and painless.
Sprinklr Acquires Booshaka to Enhance Audience Management
Advanced audience technology will help brands deliver more targeted, meaningful, and personalized customer experiences.
On the Scene—Gartner's Customer 360: Let the Customer Be Your Guide
Customers can steer companies toward improvement but must be given the opportunity
The Transforming Power of Positive Psychology
Tap into this new discipline for sustainable change
Putting Purpose into Practice
Transform your contact center into a purpose-led powerhouse
Oracle OpenWorld 2015: Oracle Continues its Ascent into the Cloud
Oracle addresses rising standards in customer experience with new cloud-based tools.
How to Leverage CRM to Build a Killer Sales Team
Get your reps up to speed on your system, then get them to actually use it—every day.
Swiftpage Brings Act! Essentials to Zapier App Marketplace
Users can now connect Act! Essentials with hundreds of Web applications, synchronize contact and customer information, and automate processes across platforms.
6 Ways Machine Learning Can Generate More CRM Value
Making sense of data, becoming more efficient, and, most important, pleasing customers can now be done on a large scale.
Are You Leveraging the Power of UGC?
Keeping up with user-generated content can help brands stay ahead of the curve.
Marketo Integrates with Facebook Lead Ads
Integration expands Marketo Ad Bridge offering and helps connect consumers and businesses on mobile devices.
FCC Updates TCPA with Greater Protection Against Robocalls
New rules broaden the definition of robocalls and give consumers more opt-out options
Become a Multispeed Organization
In today's landscape, you need to find the right mix of traditional and digital
Navigating Big Data for Big Profits
How companies should choose it, when they should lose it, and why they should take cues from it
The Age of Speech Analytics Is Close at Hand
The "Johnny-come-lately" in contact centers is poised to become "Johnny-on-the-spot"
SocialBro Leverages IBM Watson to Offer Personality Insights to Marketers
Cognitive computing capabilities powered by IBM Watson aim to help marketers appeal to select audiences.
Evergage Launches Mobile Apps Solution
Evergage for Mobile Apps automatically captures mobile app user behavioral data for omnichannel personalization.
Benbria to Unveil Loop Text & Mobile Customer Engagement
Loop Text & Mobile Customer Engagement will enable restaurant patrons to provide instant feedback.
Swiftpage Partners with ePages for SMB Online Commerce Solutions
ePages will offer Swiftpage's Act! contact management and e-marketing to online retailers.
Salesforce Introduces SalesforceIQ, the Thunder Platform, and IoT Cloud at Dreamforce
New Salesforce product launches bring data from multiple sources into common Salesforce apps.
Salesforce Updates Analytics Cloud
New capabilities provide greater insights with new reports and dashboards.
Lattice Engines Launches Predictive Capabilities for Sales Productivity
New CRM plug-in offers in-context predictive insights.
Gartner's Customer 360 Summit 2015: Customer Input Is Central to Growth
Organizations must embrace ongoing engagement with customers—and shape their digital experiences accordingly.
Confirmit Launches Location and Beacon Triggering Solution
Confirmit's Location and Beacon Triggering lets businesses harness context-rich, in-the-moment feedback.
Act-On Releases Act-On for Enterprise
Act-On Software has released an enterprise version of its marketing automation platform.
Required Reading: Crafting a Customer Service Culture
Organizations should experiment, get creative, and above all know their customer
Pinterest and Instagram Offer Buy Buttons
Making visual social media sites "shoppable" has its pluses, but companies should be prepared to handle customer expectations
OpinionLab Introduces Summer 2015 Release of Its Voice-of-the-Customer Solution
Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations.
Gravy Releases GOLD 2.0 Local Insights and Context Platform
Gravy GOLD 2.0 offers faster insights, higher scale, and enhanced privacy assurance.
Required Reading: Is Your Marketing Above the Noise?
Keeping consumers' attention in new channels calls for classic marketing principles
Why Instagram, Tumblr, and Pinterest Matter to Brands
Pictures are worth a thousand words, and companies can't afford to block them out
Twitter and Facebook Enable More Social Customer Service
As social media platforms knock down barriers, expectations for good customer service will rise
Zappix Launches Visual IVR Survey Tool
The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions.
Survey Says: Less Is More
New tools make us less reliant on surveys, but that doesn't mean they have to go away
The 7 Tenets of Sales Transformation
Tips for bringing your sales organization to the next level
Conversational Computing Strives to Meet the 'Star Trek' Standard
Speech technology, combined with artificial intelligence, will enable people to interact with machines in a natural way
Salesforce Unleashes Sales Wave Analytics App, Updates Marketing Cloud
At its Connections conference this week, Salesforce announces tools to help the entire organization.
UserVoice Launches UserVoice 3.0
The platform lets product managers understand customers and build better products with real-time feedback.
4 Ways to Avoid Losing Deals
Get your sales back on track by recognizing the pitfalls—and avoiding them.
4 Ways Marketers Can Connect Effectively with Millennials
They're plugged in and have plenty of choices. How do you reach them? Personalize.
Swiftpage Updates Act! Essentials
New multi-user capabilities allow for greater sharing of information.
My Fellow Citizens...Er, Customers
Mixing politics and CRM
Zendesk Readies Facebook Messenger for Customer Service
When reaching out to customers through social media, companies need to tread a fine line
Home Painters Toronto Touches Up Its Marketing with Infusionsoft
A small-business CRM provider helps a local house painter turn his business around
Madison Logic Launches Activate ABM
The account-based marketing solution uses intent data to drive decisions.
HelloSign to Bring eSignatures to New HubSpot CRM
Partnership enables businesses to sync actionable eSignature activity with HubSpot CRM.
DBTA Data Summit: The Future of Big Data Calls for Compromise Between Old and New Approaches
Emerging data sources present a set of unique challenges for data scientists.
SDL Launches Customer Journey Analytics and Social Media Monitoring
New social intelligence solutions help brands measure purchase intent and brand advocacy.
Reevoo Partners with Feedback Ferret on Travel App
Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback.
The 6 Secrets of Successful Change Management
Are your salespeople resisting technology upgrade plans? ?Try these tips to bolster user adoption.
At Forrester's Sales Enablement Forum, It's All About Getting the Story Right
As customers grow more independent, sales must leverage marketing content to become indispensible
Required Reading: Disrupting Digital Business Requires Right- and Left-Brain Thinking
Digital Darwinism is unkind to those who wait.
Adapt or Perish When Digital Disruption Strikes
It's nice to have options—that's how disruption starts.
Janrain Integrates with Adobe Marketing Cloud
The addition of Adobe Audience Manager allows marketers to build unique audience profiles across digital channels.
SugarCRM Introduces Sugar 7.6, Bringing Process Management into CRM
The latest release helps companies automate complex customer interactions.
LiveHive Reveals Updated Version of its Sales Acceleration Platform
The additions combine engagement and automation capabilities that will speed up salespeople's emailing routines.
CircleBack Launches Contact Intelligence for Eloqua
CircleBack brings enterprise-level contact intelligence to marketing automation.
Tealium Streamlines Real-Time Customer Data with Tealium DataAccess
Tealium's new customer data platform provides real-time access to information.
Salesforce Pardot Reveals Intelligent Engagement Studio, Sales Cloud Engage
New B2B marketing automation tools aim to help reps cultivate higher-quality leads.
CircleBack Partners with Swiftpage
The partnership brings contact updating solutions to Act! users.
At ICON15, Infusionsoft Reveals Improved Campaign Builder and Payments Options
The SMB vendor also introduces a 24-hour help center.
The Power of the Platform Is in the Integration
Software puts a wide-angle lens on the business process.
VPI Introduces VPI Intelligence
VPI Intelligence is an analytics and business intelligence platform for contact centers.
Salesforce Bolsters its Marketing Cloud with Predictive Decisions
Additions will allow companies to tailor more personalized marketing campaigns based on data gleaned from online user activity.
Sprinklr Launches Content Lifecycle Management Suite
Sprinklr's Content Lifecycle Management Suite is a seamless, secure, and integrated content marketing solution.
10 Top Enterprise Trends for 2015
Service excellence is finally taking a starring role.
SAP Company Hybris Launches Contextual Marketing Platform
The solution will integrate with SAP's Customer Engagement and Commerce Suite to help companies better understand the customer journey.
Oracle Launches Life Sciences Solution for Oracle Marketing Cloud
The solution delivers marketing tools while adhering to HIPAA regulations.
MindTickle Releases Version 2 of MindTickle for Sales
MindTickle's sales training solution will run on a cleaner user interface and provide quicker communications for DIY sales trainers.
McDonald's Commercial Tops NetBase's List of Best Super Bowl Ads
The tear-jerking Nationwide ad was a close second, despite controversy.
Predictive Analytics Will Be a $2.3 Billion Market by 2019
The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.
The 5 Distinct Customer Relationship Strategies
A clearly defined level of commitment to buyers is vital to growth.
Accenture Calls for Attention to the 'Frozen Middle'
Study finds that minor adjustments to a company's average performers can significantly raise revenue.
Gloomy CRM Forecasts Lead to New Opportunities
The technology's benefits are too obvious to ignore.
Oracle Updates Service Cloud to Optimize Collaborative Interactions
New features aim to help service agents better understand the customer's journey and streamline cooperative processes.
SDL Enhances Customer Experience Cloud
SDL's CXC Version 2.0 features new capabilities that allow organizations to provide relevant experiences from digital marketing through to self-service support.
EtailInsights Releases Technology Spy
EtailInsights' Technology Spy providers e-commerce sales and marketing teams with inside knowledge of prospects.
AgilOne Launches Predictive Marketing Cloud
Built "from the ground up," the solution promises to eliminate silos.
LiveHive Adds Sales Acceleration Capabilities
LiveHive's Sales Engagement Platform enables sales teams to track and replace sales documents, even after download.
Swiftpage Launches Act! Cloud Web App
New Web app helps small businesses automatically capture and convert Web site traffic into new sales leads.
3CLogic Adds Features to Address New TCPA Regulations
Contact centers can now seamlessly transfer between TCPA and non-TCPA projects and maintain reporting and analysis.
NRF Big Show 2015 Day 2: For Many Companies, A Seamless Multichannel Experience Is the Goal
Mobile needs work, but retailers are accommodating smooth transitions from physical to digital shopping.
Empower Your Team to Deal with Data-Quality Issues
Ignoring the warning signs could put your data at risk.
Kip Tindell's Uncontainable Secrets for Building a Business
Why Foundation Principles, not rules and policies, are the way to go.
Swiftpage Updates Act! Cloud with Predictive Time Management Functionality
Added tools provide campaign scheduling capabilities and a follow-up recommendation engine.
Radish Releases ChoiceView for iOS8
The ChoiceView mobile app for visual IVR now supports iPhone 6 and iPhone 6 Plus.
Ifbyphone Launches Winter 2014 Version of Voice360
The new release provides call analytics and automation for every stage of the customer journey.
HP Releases Digital Customer Experiences Package for Oracle
New services intend to enhance, personalize, and solidify customer engagement in multiple channels.
SocialBro Launches SocialBro Monitoring for Twitter
SocialBro Monitoring adds to the company's Twitter marketing platform.
Contact Solutions, IDology, and Pindrop Security Team Up to Cut IVR Fraud
The three firms have paired up to offer Adaptive Fraud Protection as part of Contact Solutions' IVR service.
LeadID Enhances Visual Playback for TCPA Compliance
The new Visual Playback solution helps marketers prevent costly violations of consumer privacy.
Overcoming Your Big Data Fears
Five steps to put marketers on the right path.
BlueConic Launches Actionable Journey Insights
New capabilities help marketers discover new user segments and understand user journeys.
Campaign Management Needs to Cross Channels
Despite improvements,l cross-channel campaign management still has usability challenges.
Dstrux Launches E-Commerce Marketing Platform
Dstrux is a free e-commerce platform that allows online and offline retailers to implement action-driven deals.
3CLogic and Envision Partner on Enhanced WFO Offering
The partnership will complement 3CLogic's advanced contact center platform with voice of the customer (VOC) analytics, training, and implementation.
Maritz Acquires Allegiance Software, Rebrands as MaritzCX
Allegiance and Maritz Research combine to help organizations increase customer retention, conversion, and lifetime value.
Microsoft Dynamics Partners with Thunderhead.com; Introduces Microsoft Dynamics CRM 2015
The companies will focus on driving omnichannel engagement and breaking down silos between marketing and sales
Speech Analytics Is Starting to Make a Difference
With skilled analysts behind them, these solutions can enhance the customer journey.
Play by the Rules with Customer Experience Management
Timing and relevancy are key to sales conversions.
IBM Expands the IBM Cloud Data Services Portfolio
New services help organizations to find, store, and analyze data.
Swiftpage Releases Act! Version 17
New Act! version 17 helps small businesses automate and integrate sales and emarketing.
The High Price of Ignoring Customer Input and Big Data
Five things world-class companies are doing right.
Qualtrics Unveils Vocalize VoC Solution
New Qualtrics Vocalize platform is a voice of customer solution that collects data from many sources.
Cotap Launches External Messaging and Salesforce.com Integration
Cotap's new release enables mobile messaging to anyone in a business network.
eTrigue Adds More Email Providers to VisitIQ
Marketers can now leverage additional email providers for delivery of VisitIQ-enabled links and add marketing automation intelligence to ordinary email.
CRM in Customer Service
Customer Relationship Management tools can help you transform the way your company interacts with customers across a variety of channels.
Genesys Unveils Its Next-Generation User Experience
The new release of the Genesys Customer Experience Platform delivers a simpler user experience
Act-On Software Partners with Ifbyphone to Merge Marketing Automation with Call Tracking
The integration of Ifbyphone's call conversion analytics with Act-On's marketing automation platform helps marketers optimize lead generation, analysis, and scoring.
Sales Processes and Tools Must Adapt to Customer Behavior
New consumer expectations call for updating old practices.
Mastering the Alignment of Sales and Marketing
With today's connected customers, engagement is more vital than ever.
Indicative Launches Analytics Platform
Indicative is a cloud based, self-service analytics platform.
The Zen of a Connected Business
Six benefits of integrating CRM and ERP
QuickPivot Partners with Datawatch
Datawatch Visual Data Discovery to power QuickPivot's Campaign Management Platform.
Jive Integrates with Microsoft Office 365
Jive Connectors for Office 365 bridge the gap between on-premises and cloud.
Seller Ignorance Is Not Bliss
How today's sales teams are insulting buyer intelligence.
Outbound Solutions Engage Customers and Enhance Relationships
Mapping out the ultimate next-generation product.
Why Marketers Need a Tag Management System
TMS solutions track customers' digital journeys so companies can automate appropriate actions.
When VoC and VoE Combine
Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.
Neutering Net Neutrality
Let's put the brakes on a separate, but unequal, future for bandwidth providers.
5 Ways Small Data Can Be More Valuable than Big Data
Real-time information lets your business act more quickly.
A Back-to-Basics Guide to CRM Adoption
Consider these valuable lessons from your kindergarten days.
CallTrackingMetrics Releases Keyword Spotting
Keyword spotting allows businesses to instantly act on and report on inbound phone calls without listening to a single recording. (Featured on SpeechTechMag.com.)
Infor Buys Saleslogix from Swiftpage
Saleslogix will be rebranded Infor CRM and add sales and service functionality to Infor's CloudSuite.
Verint WFO Is Now Available as a Mobile App
Verint releases a mobile workforce optimization app for Android and Apple devices.
The 2014 CRM Influential Leaders
Whether their contributions are longstanding or just now being felt, these five visionary individuals have the potential to shape the industry's future.
Brands Deliver Inconsistent Engagements
The phone still outperforms other channels for customer service.
Logi and Actian Partner on Big Data Analytics
Logi Info and the Actian Analytics Platform help customers derive actionable intelligence from big data.
Pipeliner CRM Announces 30 New Integrations
Users can now integrate Pipeliner CRM with marketing automation, support and accountancy software.
PossibleNOW Launches MyPreferences Campaign Email Marketing Personalization Platform
The MyPreferences Campaign customer personalization platform empowers companies to tailor communications to recipients' needs.
Finding the ROI in Media Spending
Connect investments and processes to gain measurable results.
3 Steps for Rethinking Your Customer Relationships
In an increasingly transparent economy, value is key.
Swiftpage Announces Open Beta for Act! Cloud Service in North America
Swiftpage has invited small business owners to sign up at cloud.act.com and join in final testing of its new online contact and interaction management service.
Salesforce.com Launches Reports and Dashboard for the Salesforce1 Mobile App
New tools include deeply customizable reporting and visualization capabilities.
The 4 Key Customer Service Omnichannel Considerations
Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
Why You Should Never Be Closing
The three-act approach is the new way to sell.
The Truth About Data
It's not what you have, but how you use it.
Bottlenose Debuts Nerve Center 2.0
Bottlenose NerveCenter creates a virtual analyst in the cloud for real-time trends affecting customer brands.
Vantage Unified Launches MAXcustomerconnect for SMBs
Vantage's MAXcustomerconnect service unifies voice, email and text messaging on a single platform for small business to build mobile marketing campaigns.
Verint Adds Multichannel Support to Enterprise Feedback Management
Verint's EFM solution enhancements include extended mobile SMS delivery model and cross-survey reporting.
Selling in an Uncertain Age
Sales Thought Leadership Conference provides study-backed tips on creating a more effective sales force.
Swiftpage Previews New Act! Portfolio
Swiftpage CEO H. John Oechsle announces Act! Cloud Beta, details latest versions of Act! for on-premises, and unveils a fully redesigned Act! Hosted solution.
Bluenose Integrates with Salesforce for Deeper Insights
Bluenose's customer success platform launches on Salesforce AppExchange.
Six Takeaways for Marketing Executives
View the customer experience as a continuing process.
Adobe Redefines Digital Advertising with Predictive Modeling
Major advancements in Adobe Media Optimizer
The Basics of Crowdfunding
Look to these sites for help in achieving your goals.
Swiftpage Releases Act! 16.1
Swiftpage's Act! 16.1 is a fully integrated marketing application with an embedded emarketing service.
The New Roles of Customer Service Outsourcers
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
The Physics of CRM
Newton was even more right than he knew.
Swiftpage Introduces Saleslogix Xbar for Microsoft Outlook
Swiftpage Xbar embeds the functionality and benefits of Saleslogix inside Microsoft's email client.
Allegiance Releases Dashboards 2 CX Tool
Allegiance Dashboards 2 lets users drag and drop data from multiple sources for instant data visualization.
EasyAsk Brings Natural Language Search and Merchandising to Hybris
EasyAsk for Hybris brings e-commerce search, navigation, and merchandising to Hybris' e-commerce platform.
IPC and TeleWare Group Partner on Mobile Call Recording Solution
Network-based service to enable financial services firms to meet Dodd-Frank and MiFID mobile recording regulations.
Clarabridge Acquires Market Metrix
Its acquisition of Market Metrix provides Clarabridge with enterprise feedback management, case management, and operational analytics.
Invoca Releases Invoca Signal
Invoca Signal brings marketing automation capabilities to inbound phone calls.
Ramius Releases Recollective Baseline Online Community Surveying Tool
Ramius' free Recollective Baseline service lets anyone conduct qualitative research.
6 Strategies to Protect Your Brand in a Multichannel World
Don't be burned by poor social media management.
13 Digital Marketing Myths, Debunked
The real answers to those burning questions about email, social media, mobile devices, and big data.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
Wearables Will Be a Marketing Winner
Estimated to generate more than $3 billion in 2014 alone, wearable technology units could skyrocket by 2020.
Data Versus Knowledge
Gaining insight from your data means rethinking its definition.
5 Tips for Making CRM an Enterprise Portal
Focus on revenue to drive project objectives.
MyBuys Announces MyAds Display Ad Solution
The active shopper database of consumer insights predicts what consumers want to buy.
How Social Behavior Can Predict Future Sales
End-to-end social management tools help savvy marketers 'pre-act,' not react.
Customer Communities: The Centerpiece of CXM
Six steps for offering engaging experiences.
Build a Solid CRM Foundation
Master the basics before taking on the latest innovations.
Clarabridge and Expion Partner on Social-Analytics
The partnership between Clarabridge and Expion provides real-time learning and action based on consumer conversations.
Piperlinesales Extends Google Integrations
Pipeliner CRM now syncs data with Google Contacts and Google Tasks.
Speech Analytics Is an Enterprise Change Agent
Expanding beyond the contact center is a challenge to overcome.
Looker Adds Capabilities to Its Datafold Engine
BI tool now supports persistent derived tables.
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.
TARP Relaunches as CX Act with a New Corporate Strategy
New name reflects stronger emphasis on employee training to improve interactions.
Resonate Social Adds a New Dimension to Facebook Advertising
Resonate Social for Facebook allows marketers to understand and act on the motivations of Facebook users.
Razorsight Launches Smartphone Real-Time Analytics App
The Razorsight predictive analytics app is geared toward the media and communications industries.
The Six Golden Rules of Customer Experience
Providing good service is not rocket science.
The Future of Email Marketing
Along with mobile, new tools and technologies are changing email marketing—is your brand ready?
LiveOps Acquires UserEvents
The UserEvents acquisition gives LiveOps real-time, contextual routing capabilities and adds to its cloud contact center solutions portfolio.
Swiftpage Launches Saleslogix 8.1
Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.
Four Reasons BPM Can Improve Your CRM System
Take business relationships to the next level.
Netmining Debuts Dynamic Insights Reporting for Online Marketers
The Netmining Dynamic Insights reporting dashboard lets marketers see how campaigns are doing from any device.
IBM Invests $1 Billion in Watson for Analytics and Big Data
IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems.
Risk-Proof Your CRM System
Focus on the people and the process, not the technology.
A TCPA Warning for Outbound Dialers
Companies that don't keep up with the latest regulations will pay the price.
The Key to Delivering Amazing Customer Service
Shep Hyken outlines Ace Hardware's secrets to going beyond 'satisfactory.'
Capitalizing on Relationship Marketing
Find your true purchase influencers.
Relevvant Partners with Mobile Engagement Solution Provider OpenMarket
As SMS makes a comeback, OpenMarket's solution will extend Relevvant's deep personalization capability to mobile.
Splice Software to Release Dialog Dashboard
Dialog Dashboard becomes the latest part of the Splice Dialog Suite for building and measuring campaigns.
Cisco Systems Turns to Radian6 to Unify Its Social Presence
Social listening tool lets the technology product and service provider focus on actionable data.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
Five Actions to Sustain Customer Service Improvement Initiatives
Keep your company from falling short of success.
B2B Selling Is Taking Cues from B2C Interactions
Mobile and social technologies are making business buyers act like consumers.
Clarabridge Releases Clarabridge 6.1
Clarabridge 6.1 brings collaboration and engagement together in one application.
Six Tips for Choosing a Service Provider for Big Data Management
Outsourcing big data analytics can save your company time and money.
'Press One For America’ Call Center Bill to Be Introduced
The proposed legislation would let consumers choose U.S.-based call centers and ban tax dollars for companies that offshore U.S. call center jobs.
The Other Dimension of Lead Scoring
Why it can be worth the effort to "hunt the elephant."
inContact Partners with Gryphon Networks on Compliance Solution for Contact Centers
Integrated cloud solution offers comprehensive compliance with latest FCC Do-Not-Call regulations.
Gainsight Unveils Next-Generation Customer Success Management Platform
Gainsight unlocks the power of customer data in the $500 billion subscription economy.
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.
Outbound Dialing Makes a Comeback
Changing rules give vendors new opportunities.
Philadelphia Insurance Listens to Customers
The company sees retention increase after deploying a VoC solution from Confirmit.
Root Launches Customers for Life Solution
Root's Customers for Life embeds a customer-first culture across all levels and functions of the organization for enhanced customer service, satisfaction, and loyalty.
Context Relevant Launches Version 2 of its Predictive Machine Learning Software
CRM integration provides version 2 users with better visibility into customer purchases and allows them to feed actionable insights back into a CRM platform.
Speech Analytics in the Cloud: The Power to Act, the Insights to Transform
Millions of dollars are spent on calls that don't result in closed sales. Speech analytics may prevent you from leaving money on the table. (Featured on SmartCustomerService.com.)
SAS Premier Business Leadership Series Keynotes Offer Guidelines for the New Generation
Day two speakers deliver lessons on leadership and provide insight on millennials in the workforce.
SAS Executives Unveil Goals, New Partnership with SAP
On the first day of SAS's Premiere Business Leadership Series, SAS CEO Jim Goodnight talks up the company's support of education.
HP Autonomy Unveils HP Digital Marketing Hub
HP Digital Marketing Hub will enable delivery of personalized content based on real-time analytics.
Swiftpage Launches Saleslogix Mobile 3.0 and Mobile-Only Subscription Option
Saleslogix Mobile 3.0 gives users a complete, fully customizable mobile CRM solution.
HP Adds Social Media to Customer Engagement Management (CEM) Services
CEM Services - Social helps companies get online quickly.
Satmetrix Releases Satmetrix Pro for Net Promoter Implementations
Self-service software lets companies leverage Net Promoter expertise and functionality to build loyalty and create exceptional customer experiences.
Voice Biometrics Builds a Business Case
Advances in speech security have made it more feasible and reliable as a call center tool.
CRM and Knowledge
All we know now is just a dress rehearsal.
Why CRM Fails
The impact of inaccurate data.
Connect with Your Customers via Transactional Messaging
Take conversations from bulky to believable.
Salesforce.com and Workday Deepen Strategic Partnership
The partnership will result in a comprehensive solution for running enterprises in the cloud.
Engage and Keep Customers with a Dedicated CXM Approach
A three-step plan to cultivating consumer loyalty.
IBM Customer Experience Lab Reveals New Products
Innovations center on mobile, social, cloud, and big data initiatives.
Swiftpage Releases Act! v16
The new version adds extensive mobile enhancements, new or upgraded features, a re-branded interface, and usability improvements.
Clarabridge Secures $80 Million in New Funding
Resources to drive the next phase of the company's global expansion.
Pipeliner CRM Gets a Sales Upgrade
Update includes integration with a host of apps to bring together marketing and sales.
Five9's Cloud-Based Dialer Means More Productivity for DirectBuy
Automatic dialer brings substantial cost cuts for the member-based buying center.
The Marketer's Antidote for Consumer ADD
Offer prospects a positive brand experience at the very first consumer touch point.
Infor Delivers New Inforce Technology
New tools improve connectivity between ERP and CRM operations.
The Role of Social CRM
Changing dynamics and a bright outlook.
Main Street Hub Takes Local Businesses Mobile
The offering can act as landing pages that link to company Web pages or as a company's primary Web site.
NICE to Acquire Causata
The deal brings Web and contact center analytics together
The Black Hole of Customer Surveys
Don't ask for feedback if you're not going to act on it.
QuestBack Launches Ask & Act Survey Solution
The surveying tool is geared toward SMBs for gathering customer and employee feedback.
Salesforce.com Launches New Salesforce Chatter Mobile
With the fourth generation of Chatter Mobile, employees will be able to edit records, view dashboards and take any business action.
Your Users Are Hungry for Big Language
Give your content global relevancy with machine translation.
What Small Businesses Need to Know About E-signing
Ten frequently asked questions answered.
Why CRM Is a Balancing Act
Are CRM vendors sending mixed messages, or complementary ones?
Adobe to Acquire Neolane for $600 Million
Acquisition adds strength to Adobe's Marketing Cloud.
Companies' CX Realities Don't Line Up With Their Goals
Firms must reframe their approach to meet new market challenges.
Swiftpage Releases Built-for-Mobile CRM
Saleslogix CRM software now available for in-field users.
Clarabridge Partners with Brandwatch to Extend its Clarabridge Social Solutions
Strategic partnership will optimize customer experience management across structured and unstructured data.
Contact Solutions Offers Self-Service App for Prepaid
The offering combines IVR and mobile for a unique, personalized customer experience.
Create Outstanding Customer Interactions Through Performance Management
Customers take on a starring role in service interactions.
SAP Enhances its Predictive Analytics Software
Enhancements include tighter integration with other SAP solutions, greater flexibility in modeling.
Predictive Analytics in Action
Implementing strategies for dramatic sales lift.
The Complex Challenge of Repairing Customer Trust
Social media provides businesses with intriguing opportunities to strengthen the bond with consumers. 
Front Row Solutions Releases Integration Solution for Legacy CRM Systems
Middleware breathes new life into existing CRM systems without sacrificing legacy databases.
ClickTale Touch Reveals How Mobile Device Users Engage with Web Sites
New app gives insight into mobile device users' every tap, touch, pinch, or scroll.
Silverpop Launches Universal Behaviors
The product allows marketers to create real-time individualized campaigns.
SoundBite Communications Releases DecisionPoint Analytics to Optimize Customer Experience
Campaign analytics solution provides real-time, actionable business intelligence to improve response rates, reduce communications costs, and increase ROI.
Two Concrete Ways Sales Can Benefit from Marketing Automation
Answer the questions your sales force needs to ask.
Salesforce.com Launches Salesforce Communities
New Salesforce Communities will enable companies to create social communities with business data and processes embedded at the core.
Growing Profits with Marketing Automation
Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.
Stress Test Customer Service with Mystery Shopping
Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.
FirstRain Expands Analytics Actions for Salesforce.com
New sales productivity tool combines advanced analytics with tasking feature.
Jitbit Releases an iPhone App for Jitbit Helpdesk
The software lets users act on helpdesk tickets right from their iOS devices.
Infer Raises $10 Million in Funding Round
The company will use the money to further help customers derive intelligence from the Web.
Infor Updates Epiphany Marketing Apps
Infor Epiphany Marketing 10.0.2 now supports Infor Workspace and Infor User Experience.
Transform Your Big Data into Big Knowledge
Social networks provide challenges, but opportunities too.
Navigating the Data Universe
Let big data analytics serve as a guide star to business success.
The Siri Effect
The iconic digital assistant is changing how customers—and companies—think about customer service.
Sign, Seal, and Deliver with E-Signatures
New technology enables companies to close deals faster and satisfy compliance issues—all while cutting costs.
Cultivate a New Approach to Business and Customer Engagement
To meet expectations, try being FAIR.
Evolving Social CRM to Become CRM—Again
Move your CRM implementation to the next generation.
BizHappy Releases Low-Cost Push Marketing
Mobile marketing app connects organizations to members and clients for one flat $99 per year fee.
A Primer for Preventing Customer Churn
Why current acquisition, loyalty, and retention strategies are not working.
Data and Customers Are Top CEO Investment Priorities
Executives are most concerned about revenue growth, reducing costs.
Medallia and TripAdvisor Partner to Encourage More Online Guest Reviews
Guests are invited to share reviews on TripAdvisor during the survey process, and the hospitality companies are alerted to new reviews as they are posted.
Changing the Face of Workforce Optimization
Predictive and real-time analytics offer tremendous potential for contact centers.
Will you fight for your name?
GeekSpeak[commerce] Launches Zummii, A Free Survey App
Zummii enables customers to give feedback about their in-store and online shopping experiences using their smartphones.
Sage Sells Its ACT! and SalesLogix Lines
The move represents an effort to divest itself of non-core solutions.
Essential Steps to Creating a Single View of Your Customer
Coordinate your data to gain a greater ROI.
Would You Call Your Own Contact Center?
Nine contact center hurdles to overcome.
On the Right Track
Survey program from Mindshare resonates with convenience store customers.
Social Pushes the Boundaries of Commerce
Are Amazon and Facebook reprogramming the way companies market and sell?
Surveys Alone Are Not the Answer
Offering great customer service means knowing how to respond.
Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Making Use of Social Media Data
Now that you've got it, here's what to do with it.
Gartner CIO Survey Shows Digital Technologies Are Top Priorities in 2013
Cloud, mobile, social, big data, and analytics are among the disruptive technologies cited.
The Shifting B2B Marketing Landscape
Leverage mobile and social media so your business won't be left behind.
Sage Releases Social Updates to ACT! Solution
Enhancements enable familiar social network functionality within Sage ACT! contact records and visibility into team members' social connections.
Aspect Partners with Lithium
The deal leads to a cloud-based offering purpose built for the contact center with social engagements supported by Aspect's unified platform for interaction management and workforce optimization.
Cracking the Social Media Code
Here's how to make an impact.
The 21st-Century Small Business Maven
Five actions that will help you take your business to the next level.
ClearStory Data Gets $9M for Big Data Analytics
Investment matches the surge in the predictive solutions market.
Sage Releases Sage SalesLogix v8.0 CRM System
Sage SalesLogix v8.0 adds a role-based interface and mobile and cloud enhancements.
Moxie Software Announces New Solution for Healthcare
Moxie's starter kit is designed to help healthcare insurance providers deliver superior customer care experiences in response to the Affordable Care Act.
Infor Acquires Orbis Global
Move strengthens marketing resource management capabilities.
FCC Clarifies Opt-Out Procedures for Text Marketing
The commission says companies can send confirmations of opt-out requests.
SAP Puts CRM in the HANA Cloud
SAP 360 Customer solution leverages in-memory computing, cloud, mobility, and collaboration tools.
Navigating Privacy Land Mines
Businesses with an online presence need to proceed with caution.
Social Adds to CRM's Appeal
Nucleus Research's Value Matrix highlights new functionality and integration capabilities.
Medallia Adds Sentiment Analysis to Text Analytics Platform
The solution fully unifies structured survey data and unstructured text.
Big Data Analytics Can Help Improve Information Security
But using such insights for fraud prevention has room for growth.
Future Shock? Or Not?
Is frustrating customer service inevitable?
Deriving Insight from Customer Intelligence
When it comes to satisfaction, don't underestimate the role of the contact center.
Infor Collaborates with 8thBridge on Social Commerce Solutions
The partnership has led to two new modules for CRM, Social Commerce Advisor and Insight for Social Commerce.
Keep the Spark Alive in Your Business Relationships
Purchase behavior insights are key to customer retention.
ExactTarget Acquires Pardot and iGoDigital
Acquisitions add SaaS-based marketing Web, and predictive analytics technologies to its portfolio.
Keeping Up with the Tech-Savvy Consumer
Technology choices can fuel a company's success—or cement its failure.
More Consumers Turn to Amazon for Product Research
Online leader strengthens its position but still faces roadblocks.
Harry Rosen Mobilizes Luxury Menswear
Sales associates use Sage SalesLogix Mobile to connect with customers on a more digital level.
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.
Leverage Purchase Behavior Insights for Better Customer Understanding
Principles for consumers can be applied to business clients as well.
Salesforce.com Delivers Social, Mobile Advancements at Dreamforce
CEO Mark Benioff touts transformative power of social media in business.
Influitive Rolls Out the AdvocateHub for Businesses
The platform helps companies promote word-of-mouth marketing among customer advocates.
IBM Brings Analytics to Social Business Processes
Companies can use the new IBM Connections software to apply analytics to social business initiatives.
Sage Releases ACT! 2013
Adds social, mobile, and e-marketing features to CRM solutions for SMBs.
Outsourced Home Agents Market to Double by 2015
Technical support, communications, and media verticals will see the most growth.
Cracking the Code on Cyber Crimes
Despite efforts to proactively protect customer data, computer intrusions and online fraud are on the rise.
Avoid the Spam Folder
How marketers can save outbound emails from the dreaded fate.
J2 Global Launches CampaignerCRM
Solution "socializes" CRM for SMB sales professionals.
Finding the Right CRM Solution for Your Company
Merging new systems with old may be the best option.
The Power of a Strong Brand Ecosystem
Competing in the high-tech market means being able to give customers everything they need.
SAP Releases Sentiment Analysis Solution
SAP rapid deployment solution for sentiment intelligence with SAP HANA lets users analyze social networking sites, online communities, wikis, blogs, and other sources.
Parature Releases Next-Gen Version of Service Desk
Streamlined user interface and new Ticket Toolkit are among the new features.
The 2012 CRM Rising Stars
The 2012 CRM Elite
Klout for CRM? Ludicrous!
Being popular and being a good customer are not one and the same.
QuestBack Rolls Out Listen & Act Engagement Tool
New social media tool integrates with CRM systems, includes survey capabilities.
The Senate Takes Up Call Center Worker Protection Legislation
A bill similar to the U.S. Call Center Worker and Consumer Protection Act has been introduced into the U.S. Senate.
Salesforce Radian6 Delivers New Insights
An expanded partner ecosystem also caps the Radian6 social media monitoring and listening tool.
TelStrat Releases Engage Cloud Call Recording and WFO
Advanced WFO solution equips service providers to offer business-critical call recording and WFO capabilities to the growing list of companies seeking cloud-based services.
Business & Decision Acquires AbilityCRM
The move expands B&D's CRM offerings in North America.
Listening to the Voice of the Customer
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Forrester Names Its Voice of the Customer Awards Winners
Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences.
Re-evaluating Your CRM Technology
Is resistance to change holding your organization back?
Red Funnel Releases FatStax 2.0 for iPad
Sales application provides offline access to documents, videos, and presentations, as well as analytics tracking
Attensity Launches Social Media Tool
Attensity Pipeline powers real-time social media analytics and engagement.
Customer Relationship Metrics Partners with Strategic Contact
The deal makes business intelligence available for resource-strapped organizations.
Act-On Software Rolls Out Online and Social Media Tracking Tool
New product helps SMBs compare themselves to competitors
OpenQ Launches Social Enterprise Compliance Suite
Solution lets healthcare, life sciences companies flag, classify, and act on identified risks
Verint Upgrades VoC Analytics Portfolio
Advancements incorporate Vovici's Enterprise Feedback Management solution.
House Votes Against Considering Call Center Bill
The bill would have sought to make U.S. firms that outsource call center jobs overseas ineligible for federal grants, loans, and tax credits.
Autonomy Rolls Out Big Data Solutions in the Cloud
Features include enhanced support for Hadoop and stronger analytics for marketers
Consumer Wins in Robocall Lawsuit
The bank made 56 harassing robocalls to a Michigan consumer with whom it had no dealings.
Modern Medicine: A Marketing Headache
Providers struggle in an industry undergoing massive change.
Twitter: Hearing 140 Million Voices
It's easier than you think to make sense of Twitter.
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?
Transforming into a Social CRM Enterprise
Being successful at social media often requires organizational change management. Here are some tips to follow.
Big Data, Big Deal
What you don't know can hurt your business.
Customers: Old Dog, New Trick?
To serve customers, go with what you (and they) know.
4 Keys to Customer Service Excellence
Assess—and act on—your strategic intent for optimum results.
IBM Smarter Commerce Helps CMOs Engage on Mobile and Social Media Channels
New software and services enable marketers to deliver personalized digital customer experiences.
Study: Global Businesses Are Anti-Social in a Social Media Age
B2B desperately lags behind B2C in social media adoption, with 75 percent not measuring social media.
Allegiance Partners with uSamp to Provide Access to Survey Respondents
Allegiance customers can now reach 8 million members of a richly profiled audience to gain instant insights.
White House Unveils Blueprint for a Privacy Bill of Rights
Proposed legislation is a first step in the process to strengthen online consumer protections.
The Cloud Effect
Don't give customers a reason to jump ship.
Giving a Voice to the Contact Center
With their direct access to customers, service departments can offer valuable strategy insights.
Natural Language Understanding Grows Up
The bar has been raised for technologies that not only hear, but understand too.
Marketing and Advertising Agencies Blur the Lines
Third-party partners are broadening their roles. What to consider for the perfect pairing.
Salesforce.com Rolls Out Government Cloud
New offerings include the AppExchange for Government and a training program on cloud deployment.
USAID Cuts Funding for Program to Train Foreign Call Center Workers
Legislative pressure to cut funding to U.S. companies that outsource call center operations overseas hits a Filipino job training program.
NICE Opens New Practice Dedicated to Dodd-Frank Act
Financial institutions can leverage NICE's expertise and solutions to ensure compliance with key components of the act relating to transactions and interactions for trading floors, contact centers, back offices, and branches.
Sage Enhances Mobile and E-Marketing Functionality for Sage ACT!
Sage ACT! Connect and Sage ACT! Premium Mobile support multiple access methods and devices including iPhone and iPad; Sage E-Marketing for ACT! adds social sharing features.
How to Design an Effective Customer Survey
Survey results should be relevant to both you and your customer.
Clickable Rolls Out New Widget-Based Dashboard
Dashboard lets marketers streamline search and social marketing data
Consumers Want More Personalized Shopping Experiences
Studies show customers are willing to share data for better services, even though privacy is still a concern.
Organic Valley Milks Higher Earnings, Improves Operations
SalesLogix helps dairy co-op manage sales and distribution of organic products.
Video Production Made Easy
Incorporating video into your customer outreach is as simple as 1, 2, 3.
Digital Media: How to Make Your Content Pop
Online videos are drawing more eyeballs than ever before. Here's what marketers need to know.
Net Promoter Study Unveils Customer Loyalty Leaders for 2012
Apple, Amazon, Costco, and USAA take top honors.
Infor Delivers Inforce Everywhere
The application connects Salesforce CRM with ERP systems.
The 2012 Rising Stars
Leadership Changes for Microsoft Dynamics CRM
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Who Benefits from QR Codes?
2D bar codes are a great marketing strategy, at least in theory.
Maritz Research Releases Capella Platform for Customer Experience Management
New action tools help improve and grow business locally, nationally, and globally.
Celebrus Technologies and Semphonic Enter into a Strategic Partnership
The union will allow enterprises to drive real-time personalization and improve their digital measurement strategy.
Klout Partners to Expand Influencer Analytics and Loyalty Offerings
New deals are forged with Badgeville and Simply Measured.
Beyond the Arc Partners with Clarabridge to Expand VoC Offerings
New relationship bolsters financial institutions' product offerings with social media and customer feedback data.
Bazaarvoice and Buddy Media Partner to Link Customer Engagement Across the Web
Integrated social application brings customer conversations about products and services into social media campaigns.
Congress Moves to Cut Off Off-Shoring
Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
Baby Boomers: Every Silver Lining Has a Touch of Grey
While the oldest members of this generation are starting to retire, marketers should not panic—many members of this cohort will be working for years to come.
IBM Brings Analytics to Social Business
Organizations can now apply analytics to the social business initiatives.
Infor Launches New Marketing Suite
Multichannel campaign management tools, analytics let marketers deliver comprehensive messages.
Making Channel Sales as Effective as Direct Sales
The right incentive programs and management can make a world of difference.
Sync Salesforce, Google, and More with iCloud
A new service lets users sync their calendars, contacts, and tasks between popular CRM software.
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
Dominating Your Market by "Easifying" the Customer Decision Cycle
Ever wonder why some word-of-mouth marketing campaigns succeed and others don't? The answers are revealed in the following book excerpt
Caber Sure Fit Has Sales Growth Covered
The Canadian home décor and furniture-protection products provider gains a 28 percent sales increase with Sage SalesLogix
When Disruption Is Good
Subscription services lead the business revival
Create the Ultimate User Experience with A/B Testing
Here's how to measure and test your way to better results.
New Interface, Features for Zoho CRM
Upgrade promises improved functionality and customization.
Bennigan’s Deploys Feedback Tool to Enhance Guest Experiences
The restaurant chain reams with Mindshare Technologies to gauge guest service and satisfaction levels.
Congress Moves to Cut Off Off-Shoring
Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Social CRM Changes More Than Your Data
Meeting the challenges takes a team effort.
SplendidCRM Announces Version 6.0 with a HTML5 Offline Client
SplendidCRM is now available on touch devices while in locations without an available network connection.
Can Voice Biometrics Hack Computer Security?
Speech technology can protect customer data against small-scale attacks.
The Monday Morning Numbers on Movie Marketing
How international growth, social media, and a decline in DVD sales are changing the film industry's marketing strategies.
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.
Legislative Changes Proposed for Robocall Restrictions
A bill in Congress would allow for the delivery of time-sensitive information to mobile phones.
Clarabridge Adds German and Russian Language Capabilities
The company releases Clarabridge Navigator text and sentiment analytics software in German and Russian.
Opinions Pretending to Be Data: The Benefits of Tracking Activity in Your CRM System
Move your company toward real, verifiable data
SoundBite Preview+ Offers Flexible Dialing Strategies to Address Cell Phone Regulations
New dialer enhancement enables contact centers to transition between dialing strategies for more effective and compliant customer outreach.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
Rethink Pink
Materials of this color might be counterproductive for breast cancer awareness, a study finds
Pegasystems Extends Social Media Capabilities in CPM Solution
Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions.
Chadwick Martin Bailey Launches New Customer Experience Management Software
The company's new Pinpoint Suite is designed to drive management action and improve performance at every level.
TargetX Launches Social CRM for College Admissions
The newest version of TargetX's SRM introduces social engagement to itd customer relationship management system for college recruiting.
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
Trust Trumps Technology
What does the customer want? versus What does it cost?
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Keynoter David Gergen Urges Leaders to Listen
The CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities
NFL Flexes CRM Muscle
Not even a threatened cancellation of the season could deter football's loyal customers
Varolii Unveils New Reporting and Analytics Technology
Varolii Interact Portal enables real-time analytics and application control.
Sage ACT! 2012 Contact & Customer Manager Adds Google Integration, Universal Search, and Anywhere Access With Sage ACT! Connect
Sage ACT! Connect subscription service provides access and contact/calendar edits via popular smartphones including Android, Web browsers including Google Chrome and Safari, and tablets like the iPad.
Companies That Listen Get Results
Investments in monitoring social media rise but still lag customers' use of it
WFO Hears The Voice of the Customer
Workforce optimization suites broaden their focus beyond the company
Salesforce.com Unveils the Social Enterprise
New offerings from the company make the social enterprise an easier goal to achieve.
Net Atlantic Expands CRM Integration for StrongMail On-Demand
Email senders can now create and track email campaigns with Microsoft Dynamics CRM, Sage CRM and Sage SalesLogix.
SAS Adds to Its Social Media Analytics
New features include social scorecarding, an author hub, and competitive intelligence functions.
Attensity Selects ISYS Document Filters
The filters are expected to strengthen customer experience management solutions with high-performance extraction of unstructured content.
Chico’s Selects SAS Social Media Analytics To Understand its Customers
Collaboration will aid in acting on social media data.
Accommodate the Changing Customer, CRM Evolution Keynoter Advises
Technology, not philosophy, has changed consumers' expectations
CRM Evolution 2011 Keynoter David Gergen Calls for Leadership
CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities in drawing parallel between CRM and political worlds
Forrester Bestows Voice of the Customer Awards
Adobe, Fidelity, and JetBlue recognized for outstanding performance
The 2011 CRM Elite
Sage Selects TimeLinx for New CRM-Based Project Management Solution
TimeLinx extends Sage SalesLogix CRM into the management and delivery of professional services.
Should All Companies Head to the Cloud?
A CRM point solution is a CRM point solution
Sage Introduces Endorsed Development Partner Program For Sage SalesLogix
New program will expand integrated CRM functionality for Sage SalesLogix customers; Project Management Express Edition for Sage SalesLogix powered by TimeLinx is the first partner solution.
Verint Will Acquire Vovici
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Sage Expands Cloud Services for SMBs
Online ERP and connected services for employers are among the company's new offerings.
Rx for Social Intelligence Center
Mix skilled workers, listening platform, and measurable objectives
Forrester Announces 2011 VoC Award Winners
Adobe Systems, Fidelity Investments, and JetBlue recognized for outstanding performance.
ExoIS Announces PeepSafe 2.0 to Strengthen PCI Compliant Hosted Environments
Solution allows organizations to move the storage of cardholder data to hosted environments.
SAP Releases New Crystal Server and BusinessObjects Software
The releases are part of SAP's goal to bring customers of all sizes powerful, easy-to-use analytics solutions.
Rise in Social Media Requires Businesses to Rethink Customer Value
A new report suggests that new measures of value are needed so that organizations know how best to direct engagement efforts.
Bridging the Gap Between Marketing and Sales
How to improve your lead process
Banking Customers Are Online and Mobile
Thirty-eight percent of U.S. banking customers are online-oriented and 18 percent are mobile-enabled, according to new research.
New-Gen WFM Solutions Make a Real Difference
But many contact center offerings require a trade-off between accuracy and ease of use
Thank You For Your Business
Eagerness makes a difference to customers
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
Socially Graceful CRM?
Why the old rules of etiquette no longer apply
Verint Releases New Voice of the Customer Analytics Platform
The solution set, part of its Impact 360 product suite, combines all sources of customer interaction data into a single platform.
Three Cheers for Honest CRM Vendors
Dishonest practices that overpromise and underdeliver must be rooted out
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
Online Privacy Bill Introduced
Consumer groups hail it as an important step toward protecting consumer information.
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
Sage Delivers New Mobile CRM To Sage SalesLogix Users
New Sage SalesLogix Mobile enables rich CRM functionality on popular devices; browser-based design allows rapid mobile CRM deployment.
From Contact Center to Opportunity Center
Customer-capable companies are driving cross-sell/up-sell revenue
Applying the Eight Building Blocks of CRM to Social Media
How to improve the effectiveness and long-term success of social CRM initiatives
Salesforce.com Unveils Service Cloud 3
The new application will assist customers manage higher volumes of service issues through social media tools.
The Pluses and Pitfalls of Arbitration
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
Convio Acquires Analytics and Data Intelligence Firm StrategicOne
The addition of data intelligence services strengthens Convio's enterprise offering.
Communication Is the Way to a Customer’s Heart
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
Consumers Depend on Us
Being friended or followed is desirable; fostering trust is more important
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
Collecting Feedback Makes Cents
A financial services firm invigorates its VOC program to better understand its business—and its customers
Forrester Research Releases Listening Platform Landscape Report
"The 2011 Listening Platform" reveals a splintering of the listening landscape and demands for higher-quality real-time data.
The 9 Drivers of B2B Customer Centricity
How to foster customer focus within an organizational culture.
The Time to Act
The next step beyond social media monitoring.
Vovici Highlights Seven Voice of the Customer Trends in 2011
Taking action on feedback collected through social media, mobile, and text analytics are at the top of the list.
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.
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.
Forrester Wave Report Reveals Key Trends in Customer Service
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
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.
Act or Be Acted Upon
Being more proactive is not merely a nice thought, it's essential.
(Proactive) Service with a (Secret) Smile
If you feel like somebody's watching you, it just might be CRM in action
Proactive: Take the Initiative
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
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.
The Brave New Business Model for CRM
Today's customer leadership requires a new approach.
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.
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.
Everyone Wants To Be Relevant
Why relevance engines are what matters now.
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.
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?
The Era of Static Emails Is Over
destinationCRM Exclusive: Infor, a provider of enterprise software solutions, launches a new intelligence-based email marketing tool.
On the Scene: Sage Insights ’10 -- Sage Succumbs to Cloud Computing
One of the last vendors to dive into on-demand, Sage partners with Amazon.com for SalesLogix Cloud
The Bottom-Line Boost of Feedback
Integrating authentic, real-time customer feedback into CRM data.
Going Viral: Social Media and Customer Service
How to embrace social engagements in the contact center.
Sage Shows New Movement on Old Promises
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
The Next 15 Years of CRM
Your customer-centric business strategy must become a two-way street.
Analyze This!
Are we suffering from too little data, or wallowing in too much of it?
CRM Is No Longer a Four-Letter Word
Why the badge is finally one worth wearing.
Changing the Deal
Sigma Financial turns sales into something more than spreadsheets.
Connecting the Disconnected
Professional services firm Ceridian brings its independent salesforces under one CRM roof.
Advising Consistency
Financial services firm Raymond James Financial gently offers its more than 5,000 advisors and associates a CRM interface they're familiar with.
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.
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.
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.
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.
The Community Approach to Conversation
Cows browse. People communicate.
Ribbit Gets Hopped Up on Speech
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
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.
Required Reading: Measuring Your Social Marketing
In his new book, Social Media Metrics, Jim Sterne explains the right way to gauge your success.
Marketing to a Community
Gathering your company's brand fanatics together is only the start. Now you have to mind your messaging.
Empower Your Customers on a Personal Level
Tokyo convenience stores can teach you everything you need to know about customer service.
Text #WhoCares to 66863 (NOT-ME)
You have to separate "mobile thinking" from "mobile devices."
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.
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.
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.
Book Excerpt: The Tribal Experience
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
The Secret to Being Green
It's not just what you do — it's how.
Marketing the New Green
Companies should be rightly proud of their environmental improvements. So why can't they market those achievements without seeming mercenary?
Jetting to Greener Pastures
JetBlue's all-you-can-jet promotion was a monster success—but the airline may have to follow a different flight plan with its new environmental campaign.
Classroom in the Clouds
An Arizona State University outreach program cuts costs and carbon by going virtual.
Confirmit Broadens Its Horizons
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
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.
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.
CRM: Customer Relationship Mobile
Learn the value of integrating a mobile component into your CRM strategy.
CRM Gives Back
The Hitchhiker’s Guide to the Gala
How to survive the vendor events of last resort—no matter what resorts they're held at.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
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.
Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Food for Thought
RightNow Technologies helps Organic Valley feed information-hungry consumers
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.
The Panel Is Not Passé
Properly built, an online community can generate engagement and two-way dialogue.
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.
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.
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.
A New Decade Brings New Ideas
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
Superhuman CRM
This month's special report on innovation may have a bit of an emphasis on the inhuman machine, but we still know the single-most important part of technology is the user interface. What happens when the user becomes the interface?
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.
How Many Clicks Does It Take?
Forget all the bells and whistles—usability reigns supreme among CRM users.
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.
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?
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.
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.
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.
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.
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?
Cloudy, with a Chance of Reign
Salesforce.com made software-as-a-service its trademark—can lightning strike twice with cloud computing?
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.
Can You Hear the Social Media Conversation?
Because it's going on all around you, and your customers are talking.
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.
Create Your Own Upturn
A shift from managing volume to managing relationships.
That's Not Fair!
A British initiative called Treating Customers Fairly focuses on the consumer.
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?
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.
Direct Digital Marketing Benefits Companies and Consumers Alike
A strategy to improve marketing efficiency and customer loyalty.
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.
Mobile Content Is Risky Material
By containing that risk, you can achieve greater customer value.
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.
SMBs Find the Beef in BI Deployments
Aberdeen Group fleshes out the top reasons for business intelligence investments among small-to-midsize businesses.
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.
The 2009 Influential Leaders - The Cloud Commando
The 2009 Elite - ISS Belgium Sweeps Up Sales
A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]
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.
Hello, I Love You
How CRM and advertising can help you court the best customers.
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."
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.
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.
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.
Get Ready for the EFM Upswing
Hypatia Research discusses the importance of enterprise feedback management and the future of the market.
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.
The Customer Care Revolution
Strategies to reduce operating costs and protect revenues.
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.
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.
Know Your Triggers
In a tough economy, intelligent lead generation proves its importance.
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.
Radian6 Listens to the Demand and Integrates with Salesforce.com
The listening platform provider brings social media analysis to the CRM world.
New Routes to New Customers
A customer-centric approach for emerging markets.
A Revolution in Customer Centricity
It all started with sales tax.
Required Reading: Cashing In On Social
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
Simplementation: 10 Tips to Smooth Your CRM Initiative
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
Starting on the Right Foot with Social CRM
Start-ups require speed, and the social Web is the backbone of velocity.
Your Social Media Reputation Is Visible
Social media monitoring vendor Visible Technologies launches TruReputation and expands its search reputation management offerings.
Envision Takes a "Real" Look at Speech
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Avaya Takes a Fresh Look at the Midmarket
Industry pundits say the latest initiatives will help the company play catch-up.
Strategy and Social Media: Everything’s Social (Now)
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Sage Expands Its Social and Cloud Computing Plans
Sage Insights '09: Executives revisit the Sage CRM 2010 roadmap with insight into what CRM users want -- and are ready for.
Sage Sketches Out Future Strategies: Branding, Social CRM, Integration, and Mobility
Sage Insights '09: Executives outline the future for Act! by Sage, SalesLogix, and Sage CRM products, and discuss the company's "transformational year."
On-Demand Is In Demand within Gartner Magic Quadrant for Multichannel Campaign Management
Magic Quadrant for MCM '09: A tough economy calls for tough, but cheaper, solutions.
The Stressed-Out Customer
Stress levels brought about by the economy are making people more combative in their everyday lives.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Feedback: May 2009
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Sugar Express Is Aimed at SMBs' Sweet Tooth
Analysts say the newest solution from SugarCRM allows the open-source CRM pioneer to compete directly with Salesforce.com.
Customer Satisfaction with E-Gov Declines
Expectations are high for the new administration, and even with the first "President 2.0" in office, government Web sites are slow to change.
Transaction to Trust: The New Era of Customer Service
Navigate the downturn by investing in customer relationships.
USPS Delivers a New Discount
Facing a drop in mailings and a poor economy, the United States Postal Service plans to implement a variable-price "Summer Sale" -- but only the largest mailers will benefit.
ISM's Top 15 Arrives -- and Exceeds 15
ISM Top 15 '09: The consultancy reveals its annual list of the best companies and products in CRM.
Social Customers Want to Engage
But are you prepared to let them?
Power to the Consumer
New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships.
Social Support for Software
Vendors unleash a new round of community forums for their customers.
Listen to the Voice of the Customer
Bolster loyalty from important customers, and control costs with innovative technologies.
10 Steps to Terrific Twittering
Search Engine Strategies NYC '09: Top twitterer Guy Kawasaki explains how to use the microblogging site for marketing, and why "nobodies are the new somebodies."
5 Common Snags in Your BI Strategy
Gartner Business Intelligence Summit '09: BI remains a top priority, but one that often conflicts with reality.
Stay Tuned
The switch to digital TV broadcasts is upon us—or is it?
A Tough Transition Made Easier
Assisted living is a growth industry, but one suffering from information overload.
A Battle Fought from Afar
With Axeda's help, Varian Medical Systems remotely tends to its cancer-fighting radiation-oncology equipment.
Automating the Personal Touch
A small direct-marketing business extends its operations with Infusionsoft CRM.
Aprimo and Unica Top Gartner Magic Quadrant for Marketing Resource Management
Magic Quadrant '09: This year's roundup shows continued investments -- and more than a few shakeups.
Spend Your Way Out!
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
Cutting Costs, Not Cutting Corners
D-Tools tries riding out the recession with low-cost, high-quality CRM.
Mobile Security’s Balancing Act
On-the-go work processes carry risks along with rewards.
Understanding Customers’ Digital Mood
Effectively managing customer experience online.
Three Tiers for Infusionsoft
The small-business CRM provider unleashes Basic, Deluxe, and Pro editions.
The Google-ization of CRM
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
The Feedback Funnel
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
Email: What’s Inside?
There are several layers to effective email messaging. Delivery is the first one, but getting customers to open and act on emails is what matters.
Ride with Your Customers and Spark a Revolution
How companies can succeed through listening—and taking action.
Siemens Communications Looks to Break Down Silos
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
Why Customers Are Sick of Healthcare
Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.
The Next Disruption
The notion of Peak Oil has more to do with CRM than you think.
Mixing In a Little Sugar Sweetens the Deal
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
Sage Adds a Little Spice to Its Roadmap
Sage Summit '08: Sage CRM General Manager David van Toor fields questions on social CRM, the recession, and collaborative communities.
Sage Keeps the Economy in Mind
Sage Summit '08: Keynotes reveal inaugural customer awards and encourage customers to fight through the recession like champions.
Avaya Goes Vertical with Proactive Outreach
The company's new outbound messaging offerings will first target financial services and healthcare industries.
From the Rolodex to the Cloud
A CRM pioneer's look at the evolution of sales and marketing tools.
Virtual Spenders
Personas, avatars, and social communities will drive spending in 10 years.
Generational Spending: A Special Report
Every consumer belongs somewhere. And spends accordingly.
Act Your Age! {Consumers Do.}
A visual look at the numbers that affect the numbers.
The Boomer Boom
Revolutionary from the day they were born, Baby Boomers will continue to dictate—with their wallets—how they're targeted by marketers.
Getting the Picture in Customer Support
How to chart activities and processes to deliver superior customer service.
Interaction Recording Market Forges Ahead
New research indicates global sales continue to climb, and will surpass the billion-dollar mark by 2010.
Infor Tries to Unite Old and New
Inforum '08: Built on acquisitions, Infor unveils plans to increase investment in integration.
Maximizer Mobilizes More
With the release of Maximizer 10.5, the Canadian CRM mainstay adds to its wireless capabilities and spruces up the value to SMBs.
Speak With Your Customers
Sometimes you need more than CRM automation.
There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
How Much Marketing Is Too Much?
Whether marketers send messages across multiple channels or just one, every customer has a limit. The trick is knowing where that limit is.
The Next Act! for an Acquisition
A valuable customer management system is worth saving.
Tech Solution: Text Mining Tools
Business Problem: Failure to create actionable strategies from unstructured customer data.
Sage Applies Logic to User Adoption
SalesLogix version 7.5 offers extended Web access and customization features.
The Customer Experience Tattoo
Gartner CRM Summit '08: Industry analyst provides recommendations in keeping interactions with the customer skin-deep.
Oracle and SAP Surf Side-by-Side in Forrester Wave on Enterprise CRM
Forrester Wave on Enterprise CRM Suites '08: Forrester Research's latest on big-business CRM shows close competition between the two, with Microsoft coming on strong.
Tech Solution: Business-Card Scanners
Business Problem: Managing important business contacts amid a hectic travel schedule.
Are Support Systems Way Off-Base?
Web 2.0 technology leaves many companies' knowledge base systems in the dust.
Market Focus: Financial Services -- Keeping Your Money on Their Minds
Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with when it comes to CRM.
The 2008 CRM Market Awards: Elite -- VisionShare
Making a healthy data transfer with Microsoft and Axonom.
The 2008 CRM Market Awards: Market Leaders -- Midmarket Suite CRM
In a largely untapped market, Salesforce.com finds itself firmly in the winner's circle for the third consecutive year.
The 2008 CRM Market Awards: Market Leaders -- Small Business Suite CRM
For the "true" small business, needs may be less robust, but reliability's a must -- and Maximizer Software takes top honors this year.
The 2008 CRM Market Awards: Market Leaders -- Sales Force Automation
Some things don't change: The continuing trend toward "SFA plus something more" is accelerating, and Salesforce.com takes the title once again.
Forrester Waves to Midmarket CRM
Forrester Wave: Midmarket CRM Suites '08: Despite consolidation, buying CRM software for the midmarket segment is still a major headache.
From Web 2.0 to Market 2.0
Using the new tools -- and the wisdom in the collaborative consciousness of markets -- to understand your customer.
Demandbase Helps Harvest Leads, One by One
The software-as-a-service demand generation specialist gets on the platform bandwagon, and releases a free tracking widget as well.
Sage Act!s on Customer Feedback
Act! by Sage 2009 keys in on user requests, aiming to improve their experience.
Maximum Security
You're nothing without your data -- so what are you doing to protect it?
Wouldja Look at That?
Vendors and users both now have an unprecedented degree of control over what a CRM application can look like. How should that power be used?
8 Enterprise Strategies That Stick
CRM can be a tough animal to tame. We've gathered a handful of tunes that actually soothe the sometimes-savage beast.
Four BI Vendors Crest the Forrester Wave
Forrester Wave '08: The latest report on enterprise business intelligence shows SAP's BusinessObjects property in a tight race with three other respected vendors.
SFA Vendors Come and Go in Gartner Magic Quadrant
Magic Quadrant for SFA '08: Gartner's latest sales force automation report shows some movement, including some dropouts, as the research firm focuses on big business; Oracle and Salesforce.com top the field.
¡Viva la Revolucion!
It's been a long and wasteful battle, but are we nearing the end of the war between marketing and sales?
4 Simple Tips for Business Intelligence
Making BI ridiculously obvious.
SAS and SPSS Hold the Lead in Gartner Magic Quadrant on Data Mining
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
No Leaders Yet in Gartner Magic Quadrant for Enterprise Marketing Management
Magic Quadrant for EMM '08: Until buyers are using EMM solutions as platforms, vendors can't be marked for their ability to deliver.
Enterprise IT Goes Green
Forrester sees nearly six times more respondents in this year's survey, a sign that green initiatives are increasingly top-of-mind for technology departments.
If MDM's So Great, Why Aren't Companies Mastering It?
Two recent reports throw a bit of cold water on master data management, despite significant benefits and business process gains.
The Best Service is No Service
Fixing problems before they occur.
Infor’s New Marketing Solution
The company's MRM solution integrates marketing and delivers results.
“The Internet Is Still the Wild, Wild West”
AOTA '08: Security is nascent and consumers are still hesitant to make an online transaction. What will it take for the Internet to be a place where everybody knows your name—and it's OK?
The Second Coming of Web 2.0
"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?
All Talk
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
RightNow Starts Flipping Through Channels
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
Filling Out the Spice Rack
Sage Insights '08: A roundup of announcements from last week's partner conference.
Swenson Clears the Cobwebs for Sage
Sage Insights '08: The new CEO discusses her observations of the company, and outlines goals and aspirations for the coming year.
The Stewards of Business Intelligence
TDWI Spring '08: The most important element in BI -- the human factor -- is also the most-often overlooked.
Sales Self-Sabotage
The cause and the cure.
ISM Announces Its Top 15 Lists for CRM
ISM Top 15 '08: The CRM consultancy anoints its annual crème de la crème of the industry, and divulges emerging and prevalent industry trends.
Voice Automation Hops to the Forefront
Ribbit, calling itself "Silicon Valley's first phone company," launches a CRM integration with Salesforce.com, paving the way to unite business applications with the spoken word.
Unica Tops Gartner Magic Quadrant for MCM
Magic Quadrant for MCM '08: As consumers move online, so should marketers -- and standalone best-of-breed marketing vendors continue to lead the way in the multichannel campaign management.
Infor's Taking-Care-of-Business Business Edition CRM
Infor releases a CRM software package designed to meet the needs of the midmarket.
Market Focus:
Retail/Consumer Packaged Goods -- Price Check, Aisle 5

Everyone's talking about "the R word" -- Recession! -- and for the first time in a long time, price is competing head-to-head with service.
The Moving Target
Mobile phones have been around for decades -- but the ability to market to mobile-phone users is relatively new. No wonder marketers are still struggling to get it right.
The Excellence Myth
In an exclusive excerpt from his new book Excellence Every Day, industry thought leader Lior Arussy examines the truth--and crippling fictions--behind the value of experience.
7 Steps to SOA Success
Services-oriented architecture--and the Web services it supports--is one of today's hottest software trends. It's also one of the least understood
Genesys Opens Its Intelligent Customer Front Door
G-Force '08: At its annual user conference, the Alcatel-Lucent unit expands on the launch of its latest offering.
Web 2.0: The Wrap-Up Edition
Web 2.0 Expo '08: Mashups and meshes and dashboards -- oh, my!
4 Steps to Winning Over the Community
Web 2.0 Expo '08: With interest in Enterprise 2.0 at an all-time high, it's time to get the people behind you.
One in a Billion: China's Youth Yearn for Individuality
A rapidly developing nation, China has a rapidly changing youth population and marketers need to keep up.
Mobile Messaging Keeps Moving Up
With market leaders like Amazon.com leading the way, the emerging medium is making waves.
The Rebirth of Taxes
Online- and catalogue-only merchants are being called out for getting a head start, but a new bill hopes to even the score
Labor Disputes Reach The Contact Center
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Portrait Software Acquires a More Colorful Marketing Picture
The customer interaction vendor aims to complete its marketing suite with the acquisition of Million Handshakes, a provider of outbound campaign management software.
Building the Bridge Between Service and Selling
The only growth strategy you need.
Marketing Myopia
Traditional approaches waste money.
Customer Satisfaction Is Just the Beginning
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
Oracle Finally Says ''See Ya'' to ''Siebel'' for On Demand CRM
In addition to a long-rumored change in naming conventions, the software giant's Release 15 weaves social networking into on-demand CRM; also, a new Mobile Sales Assistant is unveiled.
Sage's New New Global Strategy
Sage Software's latest CRM shift promises one step up in mobility and another toward integration.
Best Practices: CRM and Wireless
Gartner Wireless '08: By heeding lessons learned, companies can help ensure they get the maximum benefit from mobile CRM deployments.
Have Laptop, Won't Travel
Gartner Wireless '08: As the mobile workforce continues to evolve, "portable personality solutions" will be all the rage, says one Gartner analyst.
The Longitude of Experience
Reconsidering the life cycle of customer interaction.
Selling CRM to Your Sales Force
They're set in their ways, stubbornly independent, and resistant to change. But your staff doesn't have to be your toughest sale.
The Tipping Point for Customer Service
Reframing service as a profit center is the key to driving new growth.
People Buy Trust Before They Buy Products
CRM trends and gimmicks mean nothing without trust.
Boosting CRM Adoption
Using customer loyalty data to inject new life into your CRM system.
Oracle Hyperion's Performance Manages to Top Gartner's CPM Magic Quadrant
In the research firm's annual look at the consolidation-ridden corporate performance management space, Oracle's Hyperion acquisition was the only one that made the cut -- literally.
Mobile CRM Keeps Moving, and FrontRange Tries To Get Out Front
A recent spate of releases continues to expand the marketplace for mobile CRM, even as mobile stalwart BlackBerry suffers yet another nationwide service interruption.
Fueling the Engine of Sales Success
5 keys to sustainable self-motivation.
Marketers Get Invites to the Social Networking Party
Loyalty Lab's newest release links email to myriad activities -- and makes messaging relevant for social networks.
Social Networking Continues to Permeate Customer Service Solutions
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
Former Sage CEO Goes to Corrigo
Industry heavyweight Ron Verni lands at a field service management company, with a mandate to create growth.
Enabling the Real-Time Service Enterprise
Service optimization technology changes the dynamic.
Required Reading: Strategic Minds Think Alike
But why?
CRM Gets Serious
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
Always On
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Rumble in the Office
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
Collaboration: The ''C'' in CRM
CRM is changing, and you better change with it.
ACT! Enacts an Online Community
Riding the Web 2.0 wave, the Sage Software unit provides a place for users and experts to interact.
Infor Markets a New Marketing Module
The software conglomerate's Infor CRM Epiphany Outbound Marketing 7.1 offers industry-specific features for retailers.
Will Marketing Platforms Ever Outperform?
A new Forrester Wave reveals vendors boasting growing functionality, but a comprehensive, easy-to-use solution remains elusive, even for leaders Unica and Aprimo.
Amdocs Tries to Digitally Connect with Communications Providers
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
With Clementine 12.0, SPSS Goes Deep
New data mining release offers improved functionality for a broader base of users.
Mismanaged Lead Management
Sales organizations aren't measuring what they need to measure; closed loop lead management could be the answer to multiple woes.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
Quality Really Is Job No. 1
The "single version of the truth" is impossible without tools to ensure data quality.
Oh, Behave!
It's never easy to know precisely what your customers are feeling -- but you can certainly pay attention to what they're doing, and behavioral targeting can lead to actionable insight.
Fine-Tuning the Channel
They're not exactly employees, and they're not quite customers, but your channel partners can be equally important -- and you can't just direct them by remote control.
Listen Up!
Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple.
The Big Rigs Get Revved Up
With an updated GoldMine in the driver's seat, a Carolina truck dealership steers to unified customer information.
Do Not Call Gets a New Lease on Life
Direct marketers praise Congress' decision to extend the popular legislation.
The Death of Mass Marketing?
Forget about mass products for mass customers: Many companies are better served by providing customizable products and services.
Transform Your Contact Center Into a Profit Center
Innovations and contemporary best practices.
Social Networking: The Harbinger of Trust
The one overarching trend that will likely make an indelible mark on customer-centric strategies will involve social networking in a big way.
The Dark Side of the Search Engine
Will a sage oracle sap your nice salesforce?
Getting Connected with Surveys
Covad achieves fat customer satisfaction with HyperQuality.
Banks Again Seek to Improve CRM
An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.
Customer Loyalty, to Coin a Phrase
For banks, connecting with customers is the coin of the realm.
Oracle Salutes ''Acquired Innovation''
At Oracle OpenWorld 2007, executives emphasize the benefits of having made 41 acquisitions in 45 months: "We've become the IPO market for the enterprise software industry."
Sales Configuration Vendors Are Splitting and Tangling
Recent market research from Gartner shows overall consolidation but with divisions appearing between specialists and megavendors.
Big-Name Vendors Get Into Gartner Magic Quadrant for Web Access
The research firm's assessment of companies handling access to Web-based applications reveals a rising Sun among the top group.
How to Duplicate Superstar Contact Center Agents (Without Cloning)
They're not just better than their peers -- they are dramatically better.
Customer Connection Is Sage's Flavor of the Day
On the scene: Putting recent executive shakeups in the rearview mirror, the venerable vendor dialogues about dialogue.
Contact Center Surveying Is Essential
The surveying market may be fragmented, but that doesn't diminish its importance.
Analytics Proponents Are Often All Alone
SPSS Directions '07: Panelists advocating statistical solutions at the company's North American conference seem to be mavericks of the business industry.
Predictive Analytics Foresees Change in the Future
The keynote presenter at SPSS's Directions 2007 North American Conference speaks about gaining a competitive edge by doing the math.
Voice and Interactivity Connect Consumers
Nuance Conversations '07: The convergence of various networks and technologies will ultimately determine the future of business enterprise.
13 Reasons People Will Open Your Direct Mail
DMA07: At the Direct Marketing Association's annual conference, the secrets to reaching consumers in the real world.
Forrester Wave Ranks Cognos and Oracle Tops in Performance Management
Forrester Wave on Business Performance Solutions, 2007: Forrester Research's ranking of BPM vendors provides a snapshot of a market in motion.
Mobile Makes an Impact
A new study shows how much influence mobile-phone advertisements have on consumers.
Sage Dismisses CEO
Facing challenges, the venerable midmarket vendor beheads its North American operations.
Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
Managing Data for Privacy and Security
CDI solutions provide the framework for a comprehensive data sharing strategy.
High-Quality Companies Rely on High-Quality Insight
Generating insight into sales and marketing performance is critical for making smarter business decisions.
Imperfect Scores
Is a new industry standard keeping executives from focusing on the relationships that matter?
Let the Games Begin!
We can learn a lot from our pastimes...or not.
The Chain Gang
Your CRM is only as good as your ability to deliver to your customers. So why not merge supply chain management data with CRM to gain a holistic view? It's not that simple.
OutClick Media Gets a Second Opinion
A medical marketing company fills its sales transparency prescription with Entellium.
Double-Digit CRM Growth -- But Double-Digit Failures and Double-Digit License Limbo, Too
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
Consona Sizes Up the Manufacturing Market
The software vendor's ERP unit unveils both a product upgrade and a technology alliance aimed at bolstering its presence among SMB manufacturers.
The 5 Pain Points of E-Commerce
At Shop.org's Annual Summit, one speaker rebuts the conventional wisdom that e-commerce has peaked, and reveals the "truths" about online marketing and how to fix them.
Exact Software to Acquire Longview Solutions
Corporate performance management union will accelerate Exact's expansion into the higher end of the midmarket.
The Dynamic Duo: SAP and Oracle Still Lead, But Oracle Offers More
Yet another market-share report tags the two vendors as the market's only leaders--but this one gives Oracle the edge in product quality. Overall, the CRM arena remains competitive.
Infor Takes a Breather from Building Its Better Mousetrap
Software conglomerate tells analysts to expect no further acquisitions--for now.
CRM Exclusive: A New Web Site Tailored for CRM Careers
A group of industry pundits will launch a new "online career center" at the Gartner CRM Summit later this month.
The 2007 Market Awards: Rising Stars
Our Rising Stars this year don't fit any single mold--rather, they reflect the CRM industry's emerging trends, its continuing reach, and its ongoing aspirations.
The 2007 Market Awards: Midmarket Suite CRM
The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars.
The 2007 Market Awards: Small Business Suite CRM
The small-business themes of this past year have been partnership and verticality.
The 2007 Market Awards: Sales Force Automation
SFA is evolving into something larger and more comprehensive than it has ever been.
Tech Solution: Mobile Sales Tools
Business problem: Salespeople need on-the-road access to opportunity, lead management, and other sales-force-automation-related functions.
Gartner Navigates 'The Client-Driven World'
Relationship roles are changing as customers take control of how they want to do business.
CRM Magazine Announces the Winners of the 2007 CRM Market Awards
Companies, customers, and industry visionaries were honored this week at destinationCRM2007 for successes in the CRM marketplace over the last year.
ACT! Steers Users to a New Dashboard
New Sage offering provides productivity and business intelligence improvements; one industry analyst suggests the new version closes the gap between contact management and SFA.
CRM at the Tipping Point
Malcolm Gladwell, the renowned author of The Tipping Point and Blink speaks at destinationCRM2007 about how CRM can break the barrier and make its way to success.
Personalizing the High-Transaction Marketplace
How to put the individual experience back into every customer interaction.
Got a Unified Communications Strategy?
If not, you've got a lot of room to improve collaboration efficiency.
Making the Most of Marketing
Optimizing operations can intimidate the strongest of marketing departments, but with able people, good processes, and strong technology, the beast may be conquered, one bite at a time.
The Voices of Reason
Speech technology experts reveal the value of analytics and the secrets of locating what your customers say about you.
Mobile Data Revenue Could Triple in Asia-Pacific
Indonesia's broadband market will grow by 45 percent per year for the next five years, according to research, leading growth in the Asia-Pacific region.
Salesforce.com Joins Siebel Atop Gartner Magic Quadrant for SFA
Magic Quadrant for SFA '07: Oracle's Siebel has to share the spotlight in sales force automation, and additional challengers are closing in.
NetSuite Will Go IPO
After years of rumor, the on-demand CRM vendor files papers to become a public company; analysts agree it's the right time, more or less.
10 Secrets to Segmentation Success
The benefits of segment-level marketing can be quantified.
Trends in 2007 Online Retailing
Rich shopping is here.
Eat Your Vegetables
Focus on providing value to salespeople and to the company.
Screen Testing
Marketers can make more opportunities by testing to facilitate performance decisions, rather than going on intuition. The question is, which test is best?
The Alignment
CRM capabilities and business processes enable technology to shine.
Sage Takes a Vertical Leap
Sage Software's second vertically focused app targets financial services with a new contact/customer management solution.
Custom Fits
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
Sharpened Logic and Analysis for Sage
The vendor announces an improved, expanded version of its popular SalesLogix midmarket suite (and an analytics and reporting package) at its Insights convention.
London Texting
A new study indicates that mobile phone calling in Great Britain is experiencing a sharp decline, while the use of text messaging is on the rise.
An SFA Wave Hits a Crowded Beach
The latest Forrester Wave for sales force automation shows that Siebel still has what businesses want; a number of other vendors are challenging its primacy.
No More Dying by Inches
To help reverse the effects of its information malnutrition, a sales team must let its marketing department know what customer data is of value and what is not.
Too Much Pork for Just One Fork
Shiny, clean data and solid lead qualification will help satisfy all by closing the nutritional sales-and-marketing info loop.
Gartner Slots Multichannel Campaign Management Vendors
Magic Quadrant for MCM '07: SAS Institute, Teradata, and Unica maintain positions as leaders in the space, while Oracle's Siebel Systems gets bumped up.
The Emotionally Detached Customer
E-banking means fewer visits to the branch and fewer opportunities for banks to interact with customers.
E-Commerce Stumbles with Customer Service
Poor online retail performance needs to be addressed, despite continued industry growth; a 32 percent problem rate from the holiday season hasn't been fixed.
It's NICE to Be Secure
NICE Systems releases a new IP video security offering and a video management upgrade; the moves show a growing interest in network video.
ISM Announces Its Top 15 (or 16 or 17)
ISM Top 15 '07: The CRM consultancy's annual awards reveal trends in process and technology, and laud the vendors that are driving them forward.
Microsoft Introduces a New Level of Convergence
The company debuts SharePoint Server 2007 along with other announcements as it begins to focus on molding the Dynamics product line into a fully integrated suite solution.
Ramping Up to Service On-Demand
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
Siebel Continues to Fly Solo as a Leader
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
Community Activism
Experience be damned--creating a customer community is the best way to win wallet share.
destinationCRM Dashboard
VoIP Has Too Much Variation for SMBs
The range of IP telephony solutions presents smaller businesses with many confusing choices, according to a new study; vendors have an opportunity to create targeted solutions.
Enterprise CRM Is Three Sheets to the Wind
A new Forrester Wave on enterprise CRM finds Oracle and SAP to be riding at the crest, while a number of competitors stock the sea with solid options.
Not Fade Away
Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade.
Mobile Marketing: A Balancing Act
A new report finds that as advertisers' interest in mobile marketing increases, carriers must find a way to increase mobile advertising while keeping customer trust.
Infor Is the Top Performer in Performance Management
A research report rates 11 vendors and their products in the performance management space, giving users a sense of where to turn to improve business results.
SaaS and Web 3.0
Pointing the way.
From Crayons to Calculators
The transition marketers have had to make--from creative souls to metrics mavens--has occurred quickly over a relatively short period of time. Here, a brief on recent developments and some tips for remaining competitive.
Extending ERP Throughout the Enterprise
As ERP end users demand greater functionality from their solutions, companies are having to weigh the difference between richer functionality and future integration woes.
Sage Climbs Up VerticalFalls to Spawn
The CRM fixture will use the technology obtained to deliver a new integrated bundle aimed at financial services advisory firms, including some of the larger enterprises.
Expert Systems
CRM's missing link.
Maslow's Hierarchy of Needs, Sales Compensation Style
Centive unveils the latest release of its on-demand sales compensation management system, featuring custom reporting and operational enhancements.
New Capabilities Will Drive Smartphone Sales
Different regions favor different kinds of applications; offline entertainment vies with online utility among mobile users.
Don't Box Boomers In
Baby Boomers have a strong online customer presence, but companies must pay attention to factors aside from age to get the full picture of this cohort.
Companies' ERP Wallets Will Get Fatter
Budgets will grow by 12.3 percent next year, thanks to factors like healthy IT spending, enhanced functionality, and continued interest from SMBs and midmarket companies.
Above the Sales Funnel
Increasing sales performance demands that lead generation optimization be top of mind.
Monetizing Media
Retailers can leverage brand assets and CRM capabilities to build a winning media business.
A Chilean Telecom's Poetic ROI
Unica helps to streamline campaigns and manage a burgeoning customer base for VTR GlobalCom in the land of poets.
Y Me
Members of Generation Y were the first to mature in a media-saturated, tech-savvy world--here's how to blow past the buzz and get the brand into their brains.
X Ways
Generation X's consumer identity isn't easy to pin down, but a large aspect of successful selling to this crowd involves clarity, honesty, and open communication.
CRM Investments: Working With What You've Got
The market will continue to grow, but new license revenues will drop as companies focus on product enhancements and getting value from prior investments.
destinationCRM Dashboard
Xactly Ties SCM to Data Management and Analytics
Two new products address the growing popularity of integrating on-demand apps with other solutions and analytics.
The Federated Approach to Customer Data Integration
A fast, cost-effective way to create a single customer view.
The 2006 Market Leaders, Part 1
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
The 2006 Elite
Satisfied customers, soaring returns on investment, cool runnings of both back- and front-end office processes--meet the CRM-enabled companies that planned implementations the way they should be done.
Are Customer Surveys Hogwash?
Many companies are simply using surveys to impress the customer, and they rarely ever act on the data to drive change in CRM initiatives.
Sage Gets Some Corum Functionality
Sage acquires the mobile division of its partner, Corum, in an effort to increase mobile integration; mobility is hot now for companies that want to invest in a product.
Sage Hopes Seven Will Be Lucky for SalesLogix
Sage launches the latest version of its full-featured CRM suite at the Gartner CRM Summit in Chicago, with renewed focus on end-user adoption and mobility.
Sage Livens Up the ACT! for 2007
The venerable product line receives upgrades to improve security, Outlook integration, and user productivity; one analyst lauds the new functionality.
Automate Your Sales Compensation Program
On-demand systems eliminate sticker shock.
The Cycle of Life Continues for CRM
Many vendors have either dropped out of the market or been acquired, but a slew of new, smaller companies with innovative solutions has stepped in to take their place.
When Virtual Is Reality
How far can the notion of a virtual team go?
SCM's Use Broadens Throughout Enterprises
The market continues its moderate growth as enterprises developed new strategies and tactics to integrate SCM with other enterprise applications.
Maximizer Says, ''Leave Your Laptop at Home''
The company expands its Microsoft integration and mobile solutions with the release of Maximizer Enterprise 9.5, in a move to ease the woes of the SMB sales force.
Customers Defect When the Silos Don't Connect
Dysfunctional relationships drive customers away.
The Maturation of MRM
Marketing resource management is growing up--and adding muscle to ROI--as companies seek to codify strategies and track marketing budgets.
Market Focus: The Public Sector--Eye on the State
Local and national governments are turning to CRM to satisfy the citizen-as-consumer.
Required Reading: CCOs and the Power Core
CRM's Colin Beasty spoke with Jeanne Bliss about her book, "Chief Customer Officer."
Spoke's Freedom of Information Act
By making its huge contact database available at no charge, the social networking provider hopes to fill a void in personal access while making fresh info the users' responsibility.
Eloqua Gets Its Platform On
Eloqua's Summer 2006 Conversion Suite offers customers the ability to create customized programs and moves the company toward true platform status.
Siebel Rules the Magic Quadrant for SFA
Magic Quadrant for SFA '06: Salesforce.com is the challenger and SAP the visionary, while Onyx and SSA Global take time off to cope with changes.
For CRM, ERP, and SCM, SAP Leads the Way
The on-demand delivery model, focus on the midmarket, and continued consolidation are some of the common threads in these markets today.
Shift Your Contact Center from Reactive to Real Time
It isn't about jumping on the latest technology bandwagon.
Wireless: Hot or Not?
Devices and platforms and applications abound--here's what you need to pay attention to
Practical Presto!
Customer clarity is an analytical wand's wave away with new marketing automation apps.
Japan's SMBs Will Demand More
Among the country's SMBs, hosted apps buys will grow by 23 percent in 2006, thanks in large part to SaaS-based CRM.
CRM Expansion Continues
Worldwide, CRM software realized about 14 percent growth in 2005; drivers include consolidation, vertical market solutions growth, and midmarket growth.
M2M Holdings Mines Onyx
A holding company wins the bid, and will take the company private; CDC loses out on the chance to acquire its CRM competitor.
SMBs Are Serious About Web Hosting
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
Selling Is All About the Setup
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
7 Strategies for Partnering With Outsourcers
Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.
NetSuite Launches ''SAP for the Rest of Us''
The company adds new ERP functionality to its popular on-demand suite, making it difficult for SAP to catch up in the race for the midmarket.
SSA Global Gets Grabbed
Infor buys the enterprise software provider to create the market's third-largest software maker, competing directly with Oracle and SAP.
An ERM Upgrade for Pro Services--More Sales 'Whack-a-Mole'?
Contact Networks releases version 5 of its business social networking software, which focuses on bettering communication within professional services firms.
Sage Makes Commitments to Customers and Partners
The company reveals a score of new applications, and renews its allegiance to the channel that supports it.
The New Frontier for Retailers
It's here to stay and it will grow--now is the time to embrace it.
What We've Got Here Is Failure to Communicate
Businesses take marketing and promotional actions before understanding customers' expectations.
The State of the CRM Market
The most successful customers will leverage the industry's foundation.
Market Focus: Systems Integrators: VARs Vary in Customer Care
How CRM integrators aren't practicing what they preach.
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8 Email Marketing Tips
Experts provide commonsense advice about 'one of the most powerful and yet one of the most dangerous mediums of communication.'
Barriers to CRM Success
Tech obstacles to CRM success can be considerable, but others include process and people concerns--read here about two companies' experiences.
Travel Metasearch's Version 2.0 Could Fly to New Heights
Metasearch 1.0 has a bad reputation, but the application of an AJAX-type interface and user-controlled content could make metasearch 2.0 an asset to airlines and customers.
NetSuite Episode 11: Revenge of the Suite
The new version marries AJAX to business process customization, adds new verticals, and heats up the suite wars.
SAP's On-Demand Vision
What can customers gain from the software giant's hosted offering?
Mobile Service Providers Must Face the Music
Cell services that fail to listen to customers will find nobody downloads music; customers are willing to pay a little more than iPod rates, but not the premiums they pay now.
ISM Reveals Its Top 15 Award Winners
ISM Top 15 '06: A survey of top vendors shows providers will continue to expand their on-demand and SMB offerings.
Are You Ready For the Catalytic Consumer?
Marketers must do their homework and make personal, relevant, anticipated, and attractive offers.
Social Networking: Getting in Touch the CRM Way
CRM magazine explains technology that will understand and leverage your relationship capital.
Retail's Two Worlds: Tips on Integrating Online and Offline Channels
Retailers are in transition as they balance customer experience in the store and on the Web.
The Sage Group Takes a Local
The company opens a new localization center in Ireland to streamline European operations; an industry analyst says the move also addresses differences in culture and marketing.
Mobile CRM Is Warming Up for Spring
New partnerships and predictions point to a period of rapid growth in wireless applications for sales, service, and marketing.
Bigger BI Budgets Are CIOs' Priority for '06
Gartner predicts strong growth for this rapidly expanding market, but not before companies start to look at BI as the means to strategic IT planning.
The FTC Snares Credit 'Repair' Scammers
The Commission and other law enforcement agencies have cracked down on 20 firms that claim they can remove negative information from credit reports.
Data Security Measures: An Increasing Concern For Contact Centers
Be sure to act in accordance with clients' wishes regarding data security requirements.
Real-Time Mobile Solutions Can Maximize a CRM Investment
Seven tips for rendering data real and actionable.
The Supreme Court Denies BlackBerry's Appeal
The fate of the wireless email service likely will rest in the hands of a Virginia judge, but analysts don't think customers should worry.
How and Why Your Value Proposition Is Valueless
Make change-agent sales methodology work by transitioning from a feature and benefit seller to a strategic seller.
Safe Secrets
When is safe too safe? Establish reasonable guidelines and stick to them.
CRM: The Past and the Future
Born of contact management applications 25 years ago, enterprise software systems have come a long way.
Tech Solution: Workforce Optimization Tools
Business Problem: Managers cannot staff and manage their contact centers effectively.
The FTC Cans Spam
The U.S. government is making progress against unsolicited commercial email, but there is a long way to go before inboxes are empty.
Analysts Vary on the BlackBerry Suit
NTP's case against RIM is causing uncertainty, and creating opportunities for competitors.
December 2, 2005
Teradata focuses on financial management through an acquisition; DataFlux launches a blog on data quality; LAS helps companies inspect names; and more.
Feeding Market Growth with RSS
Marketers should consider RSS as a means to capitalize on niche markets.
A Word Is Worth a Thousand Pictures
Mine the rich source of customer information that lies buried in recorded calls.
Tech Solution: Sales Forecasting Tools
Business Problem: Managers can't predict the sales pipeline.
The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
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IT's $6 Billion Spending Spree
SOX-compliance spending in 2006, as in 2005, is expected to hit the $6 billion mark; dissimilarities appear in how spending will be segmented.
November 29, 2005
LivePerson launches version 7.5 of its hosted enterprise CRM solution; Ellison agrees to settle the insider trading lawsuit; Knova has a new vice president; and more.
Microsoft Mobilizes Messaging
The company's latest messaging and collaboration solution is hosted for SMBs; Magneto push technology and new features up the mobile device ante.
Mobile CRM Is Making Moves
The market is expected to outstrip the growth rates of traditional CRM, with the U.S. market faring substantially stronger than its European counterpart.
Forrester's SFA Wave Reveals Changing Tides
Sage CRM SalesLogix is listed as a leader in both the midmarket and small business categories; analyst says this market will continue to merge its deployment models.
Telecommunications Drops in Respect
A CRG study indicates that email gaffes in responsiveness and the quality of answers helped retail surpass the telco sector, but Bell Canada secured the top slot in company evaluations.