A recent study says growth in mergers and acquisitions are driven by industry's demand for scale; CRM component of outsourcing is small but "growing rapidly."
CRM Featured Articles,
Posted 19 Jul 2007
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
CRM Featured Articles,
Posted 13 Jul 2007
A report argues that as companies engage in survey overkill and collect skewed information, the value of customer feedback will likely fade.
CRM Featured Articles,
Posted 11 Jul 2007
In a hyper-competitive market, a study suggests trumpeting consumer benefits rather than promoting technology.
CRM Featured Articles,
Posted 09 Jul 2007
Consumers make purchasing decisions based on how companies conduct their affairs, but word of mouth has lost its luster.
CRM Featured Articles,
Posted 09 Jul 2007
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
CRM Featured Articles,
Posted 03 Jul 2007
Focus on these best practices.
Viewpoints,
Posted 01 Jul 2007
Time to listen -- text mining needs greater adoption by customer service departments.
Viewpoints,
Posted 01 Jul 2007
A brave new way.
Viewpoints,
Posted 01 Jul 2007
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
Customer Centricity,
Posted 01 Jul 2007
Text mining helps companies discern true customer sentiment.
Viewpoints,
Posted 01 Jul 2007
Rich shopping is here.
Viewpoints,
Posted 01 Jul 2007
Insight,
Posted 01 Jul 2007
A study finds businesses are turning to master data management solutions to improve their business intelligence results; data governance best practices are still key.
CRM Featured Articles,
Posted 27 Jun 2007
The company releases its first major offering of the IP contact center product from its Telephony@Work acquisition.
CRM Featured Articles,
Posted 27 Jun 2007
Forrester's Finance Forum highlights the importance of interacting independently with target customers.
CRM Featured Articles,
Posted 26 Jun 2007
With the release of Language Assessor, Nexidia aims to improve the interaction between customers and offshore agents.
CRM Featured Articles,
Posted 26 Jun 2007
With the increasing use of open-source software, the ad network has created a venue for companies to market to a targeted audience.
CRM Featured Articles,
Posted 25 Jun 2007
A study reports that contact center surveys are becoming an essential tool in understanding the customer relationship--and the company operations.
CRM Featured Articles,
Posted 22 Jun 2007
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