Posted 01 Aug 2003
Yankee Group research report, "Enterprise Instant Messaging is All About Integration" finds that instant messaging as a form of communication within and between enterprises and their clients, prospects, and partners is growing steadily; Impact Information Technologies announced that it has expanded its software portfolio with the acquisition of Arcidea; Pivotal has added Eric Rosenfeld to its board of directors.
CRM Featured Articles,
Posted 03 Jul 2003
Saab Cars USA rolled out its enterprisewide CRM solution and strategy, dubbed TouchPoint, beginning in January 2002. Saab is using TouchPoint to improve customer service efforts, as well as to support customers and dealers. The initiative focuses on the customer interaction center, marketing, lead management, and data quality.
Posted 01 Jul 2003
Contact center executives now realize that it is not enough just to plug in the system. Management must explain how the agents will benefit from the technology.
Posted 23 Jun 2003
The six primary benefits of becoming a real-time enterprise.
Posted 02 Feb 2003