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Articles: Professional Services
With the days of never-ending on-premises engagements and limitless budgets long gone, CRM can no longer sustain the consultancies of yesteryear. But what kinds of professional services are still needed in today's CRM industry—and what kind of CRM are consultants selling?
Annual Call Center Exhibition '08: In an environment where attrition and change are rampant, one speaker argued without passion, contact center agents are lost.
destinationCRM Exclusive: The consultancy gathers its resources and expertise in software-as-a-service CRM -- and stresses that SaaS may not be right for everyone.
Annual Call Center Exhibition '08: According to the keynote presenter, only a personal connection can lead to true satisfaction.
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
The Rethinker: Kevin Bandy -- partner & manager of directory sales and marketing transformation, Accenture.
The visionaries shaping the CRM industry.
CRM Acceleration '08: The cofounder and CEO of the open-source CRM pioneer says that the best technology can finally win in this industry -- and that one day SugarCRM "will be a billion-dollar company."
destinationCRM 2008: The missing link in providing quality service is an effective contact center manager.
destinationCRM 2008: A roundup of our reporting during this year's conference.
destinationCRM 2008: A snapshot of the conference's marketing track in the last two days.
Companies, customers, and industry visionaries are honored for successes in the CRM marketplace over the previous 12 months.
destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.
SpeechTEK '08: As this year's conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
As Oracle extends the allegations over the SAP subsidiary's illegal downloading, the German juggernaut faces an uprising over its plan to increase maintenance costs.
Business Problem: Subpar email response forces unhappy customers to live agents.
A $23 million dollar deal joins the two technology and market research firms.
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