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Articles: Channel Management
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.
Unified and actionable search is now possible across all of Zoho's 24 applications.
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
The enterprise feedback management vendor's Engage 7 adds social media to its toolbox of surveying options, unveils a new interface, and introduces text analysis.
RightNow Technologies announces the release of RightNow Mobile, increasing customer interaction via smartphones, tablets, game consoles, and GPS systems.
Sage Insights '10: Company executives convey Sage's commitment to customer experience and to uniting the brand's business solutions.
A provider of contact center solutions implements CRM to eliminate shelfware and to use tools the company already had in place.
An antivirus company turns pro-self-service.
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
Microsoft Convergence '10: At this year's business solutions event, the Microsoft team announces extensions to CRM Dynamics Online and previews the next generation of Microsoft CRM.
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
SuiteCloud '10: Distinguishing the real from the fake, CEO Zach Nelson announces some very real deals around cloud-to-cloud integration, vertical extensions, and code-less workflow development.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
SugarCon '10: With the launch of Sugar 6, the open-source CRM pioneer promises to deliver a "new generation of CRM software bred for the Web — for speed, simplicity, and interoperability."
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
The mega-vendor makes a handful of CRM announcements and heads into two new verticals.
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