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Articles: Technology
CRM is changing, evolving to suit the demands of the moment.
How CRM and advertising can help you court the best customers.
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
A visual depiction of the Forrester Research guidelines referred to in Ray Wang's Tipping Point column in the September 2009 issue of CRM magazine.
SpeechTEK 2009: This year's closing keynote panel examines speech solutions delivered via the software-as-a-service model.
SpeechTEK 2009: The keynote presenter on Day 2 argues that 90 percent of new-customer interactions involve moments of truth that are delivered by technology or technology-enabling personnel.
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
CRM Evolution '09 — Day 2: Whether marketers are hitting an individual or an enterprise, both are consumers and, ultimately, share the mindset that "it's all about me."
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
SpeechTEK 2009: Instead of forcing users to navigate dozens of smartphone icons, one presenter warns, the dominant interface of the future will be voice.
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
SpeechTEK 2009: At CRM Evolution's sister show, a Continental Airlines executive boasts of her industry's only interactive-voice check-in.
A back-to-basics approach can save your business.
CRM Evolution '09 — Day 2: Mobile applications are bridging the gap between sales and CRM.
Usability can be the lynchpin between failure and success.
CRM Evolution '09 — Day 1: If only today's companies would measure on process -- not function -- they might create alignment across the organization.
CRM Evolution '09 — Day 1: KEYNOTE: Customers may control the conversation, but they do not control your business.
One industry analyst believes the move is the biggest business process outsourcing market shakeup in the last six to 12 months.
Sporting a new look and a new user interface, the marketing solutions vendor retires the Affinium name and targets the interactive marketer.
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