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Articles: Consumer Packaged Goods
Web 2.0 Expo '09: Keynote speakers urge audience to connect with customers -- by telling stories and, above all else, by being honest.
Customer service tweeps speak for themselves.
The Journey of Implementation — Part 1: Before the design and deployment stages begin, planning is everything.
Service gaffes are part of life, but some of them are just astounding.
Search Engine Strategies NYC '09: In the current economic climate, even top-shelf brands need to be wary. "Marketing must move from passion to compassion," according to a presenter.
One fundamental mistake can cost you.
The company's new offering is the first major release since it acquired Envox Worldwide in October 2008.
eGain's new "solution-as-a-service" delivery model looks to kick SaaS up a notch.
Multimodal knowledge access will improve customer experience and contact center agent effectiveness.
The release of beamME Pro strives to add more intelligence and simplicity to the electronic exchange of contact information.
The release targets global expansion and cost savings -- two compelling attributes, says one industry analyst.
Using the Internet, text, and other sources for insight.
The country's in a turbulent period—a new administration, a recessionary economy—but these campaigns prove that creativity thrives in the face of change.
Mobile CRM has been around for years, but Apple's handheld device has upended everything. Now vendors are rewriting applications, companies are rethinking the BlackBerry's seeming stranglehold, and users are wondering what's next. The answer may be nothing less than a CRM revolution, and a chance for Apple to enter the enterprise.
So speak softly and carry just 140 characters.
eTail West '09: With revenue down, retailers are having to rely more on analytics than ever before.
Optimize e-commerce with purchase incentives.
Predictive Analytics World '09: A former Amazon.com executive shares the steps required to manage today's customers.
Shocking new research finds many companies still don't fully understand their own customer service organizations.
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