Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
Insight,
Posted 01 Dec 2009
A contest turns the customer service center into a film location.
Insight,
Posted 01 Dec 2009
Forget all the bells and whistles—usability reigns supreme among CRM users.
Insight,
Posted 01 Dec 2009
Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.
Secret of My Success,
Posted 01 Dec 2009
Analyzing churn helped the Internet service provider improve not just the targeting of its messages, but its overall customer retention as well
REAL ROI,
Posted 01 Dec 2009
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
REAL ROI,
Posted 01 Dec 2009
You need more than just transaction data if you want to take action.
Connect,
Posted 01 Dec 2009
Is unified communications the next disruptive technology for customer service?
Customer Centricity,
Posted 01 Dec 2009
Big-picture advice for how to improve the customer experience over the next year.
The Tipping Point,
Posted 01 Dec 2009
Implement applications to support customer service and technology teams.
Viewpoints,
Posted 01 Dec 2009
Pundits say the company's latest release tightens competition in the QM space.
CRM Featured News,
Posted 01 Dec 2009
The research firm's list of technologies with the potential to significantly impact the enterprise in the next three years.
Web-Only Bonus Articles,
Posted 01 Dec 2009
Web 2.0 Expo '09: Panel of 2.0 entrepreneurs hash out the most common routes to failure, paths to recovery, and acceptance of "I Can Has Failure."
CRM Featured News,
Posted 28 Nov 2009
Web 2.0 Expo '09: Keynote speaker Chris Brogan converses with attendees on the art listening and what really to do on Twitter, aka the Serendipity Engine.
CRM Featured News,
Posted 28 Nov 2009
destinationCRM Exclusive: The outsourcing giant targets companies looking to further relationships with high-value customers with its latest offering.
CRM Featured News,
Posted 27 Nov 2009
Dreamforce '09: A roundup of product releases and enhancements that came out of the so-called "Cloud Event of the Year."
CRM Featured News,
Posted 27 Nov 2009
Dreamforce: In a moving speech to a global audience, Colin Powell reinvigorates the need for the purpose-driven individual.
CRM Featured News,
Posted 27 Nov 2009
Dreamforce '09: The software-as-a-service pioneer unveils what it calls its fourth cloud -- the Collaboration Cloud -- as well as a product called Chatter.
CRM Featured News,
Posted 27 Nov 2009
Only one of these two critical areas of investment requires capital expenditures.
Viewpoints,
Posted 27 Nov 2009
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