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Articles: Customer Service/Call Centers
The microblogging site is rapidly becoming a destination of choice for the Web 2.0-savvy, and users of Microsoft Dynamics CRM 4.0 are certainly among them.
On The Scene: Sapphire 2008 -- One analyst believes the latest from the German juggernaut propels the company squarely back into the CRM 2.0 battle.
On The Scene: Web 2.0 -- As enterprise social computing takes off -- and employees clamor for more -- CRM providers scramble to connect, as well.
Advance planning is the way to truly improve the customer experience.
Inertia will only keep customers in place for so long.
If that's the case, do we really need to change?
It's going to take a very special kind of organization to truly make a personal connection with customers.
Many companies are already seeing the ownership, or control, of their customer relationships shift toward the customer.
The real liaison in a dot-com world.
Maybe someday. In the meantime, Genius.com has unveiled a solution that strives to bridge the departmental divide.
The newest offering from the provider of enterprise compliance and quality management solutions takes the human factor out of unifying data.
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Ventana Research's latest benchmark study lays out the difference between the two, and suggests why the "E" might have more future success than the "R."
West at Home says its new Locked-Down Desktop Security Environment will help a company manage its at-home reps through each agent's own computer.
Helpstream's new Summer 2008 release looks to move beyond traditional knowledge management; one pundit believes the company "has done it better than anyone."
Using customers to benefit customers brings marketing intelligence to a whole new level.
A new partnership between the search-engine giant and content management systems gives end users a tool for Web-page testing.
New statistics affirm the industry's continued growth amid warnings that activity could "take a downturn" as a result of November's presidential election.
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