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Articles: Customer Service/Call Centers
Are we suffering from too little data, or wallowing in too much of it?
A new book examines what it takes to engender the strongest kind of customer loyalty.
Words of wisdom drawn from decades of disappointment.
A new Forrester Research report reveals methods to make customer experience projects matter to companies and consumers.
Aberdeen Group Retail Summit '10: Two keynotes offer new insight into the impact of social and mobile marketing.
CDC Software climbs out of the shadows with two important product releases.
The cloud computing vendor moves forward with its "Cloud 2" and announces general availability of Chatter, its social networking and collaboration platform.
What many marketers overlook — and why.
Mobile Marketing Forum '10: An executive of the search-engine giant explains how his company plans to capitalize on mobile devices, and the notion of "immobile browsing."
B2B social networking and online media can maximize channel business.
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
How to drive adoption of social media at the enterprise level.
What does it mean for loyalty and engagement?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
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.
Internet Week NY '10 / Conversational Marketing Summit '10: Speakers from Twitter, Google, Moxie Interactive, and Starbucks reveal new ways to connect with customers.
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
Transform CRM to recognize the power of self-organizing groups.
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