Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Insight,
Posted 01 Aug 2009
A new paradigm calls for a reassessment of an industry metric.
Connect,
Posted 01 Aug 2009
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
The Tipping Point,
Posted 01 Aug 2009
Performance management is a contact center requirement.
Customer Centricity,
Posted 01 Aug 2009
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Reality Check,
Posted 01 Aug 2009
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Magazine Features,
Posted 01 Aug 2009
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
Magazine Features,
Posted 01 Aug 2009
"Healthcare" and "customer service" don't have to be mutually exclusive.
Magazine Features,
Posted 01 Aug 2009
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Magazine Features,
Posted 01 Aug 2009
Proven business strategies abound—even new ones.
Front Office,
Posted 01 Aug 2009
A decline in email responsiveness creates enormous opportunity.
Viewpoints,
Posted 30 Jul 2009
Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.
Daily News,
Posted 29 Jul 2009
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Daily News,
Posted 29 Jul 2009
Growth in business intelligence software continues despite economic pressures.
Daily News,
Posted 29 Jul 2009
For the first time, U.S. mobile carriers and the Mobile Marketing Association have collaborated to create a single standard for mobile SMS marketing.
Daily News,
Posted 29 Jul 2009
Make interactions more sophisticated.
Viewpoints,
Posted 24 Jul 2009
AIIM report details traits of today's Enterprise Content Management industry.
Daily News,
Posted 21 Jul 2009
Ten essentials for a marketing portal.
Viewpoints,
Posted 20 Jul 2009
Microsoft Worldwide Partner Conference '09: The tech giant hits two major milestones: a million members of its partner network and a million customers for Dynamics CRM.
Daily News,
Posted 18 Jul 2009
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