Articles: Government
Consumers are looking for you on search engines—but are you there to be found?
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Software-as-a-service, analytics, and customer retention technologies help lead the way, according to a new Gartner report — and SAP retains the market-share crown.
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
It all started with sales tax.
A customer-centric approach for emerging markets.
As the higher education sector finds itself struggling under a heavy course load — short-term admissions problems made worse by a systemic financial crisis—leading-edge universities are studying up on CRM.
A new CFI Group study find customer satisfaction statistics improving despite the economic downturn.
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
RightNow Technologies' latest release provides the company's answer to social media and customer service.
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
A forum designed to address one problem evolves into an enterprise asset.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
The social Web is about to evolve — again. Are you ready to evolve, too?
If you expect employees to stay within the lines, you need to draw the lines first.
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