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Articles: Technology
Engaging customers in personalized dialogue replaces pushing messages through mass media
But only one-third of companies are using high-octane information
Application provides history of emails, attachments, and Chatter posts
Technology, not philosophy, has changed consumers' expectations
But CRM Evolution 2011 panel warns against sacrificing the basics
CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities in drawing parallel between CRM and political worlds
Many executives fear a healthy two-way conversation with customers
Vocalabs' study shows customers reporting problems with the automated portion of Apple tech support calls
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
CRM can help firms struggling with longer selling processes
Opt-in consent required for emails and for tracking the online activity of Web site visitors
Research reveals how consumers will contact customer service within the next two years
OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support
Adobe, Fidelity, and JetBlue recognized for outstanding performance
Issues like privacy and fair use of data pose a formidable challenge
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