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Articles: Social CRM
Sword Ciboodle and SAS revamp the contact center with SAS Real-Time Manager, designed to predict customer behavior.
Forrester Wave on Listening Platforms '10: Listening platforms have evolved beyond monitoring tools in order to better inform the entire enterprise, says the newest Forrester Research report.
The new Autonomy Social Media Governance product is intended to help businesses monitor social media channels for slanderous and inaccurate content.
A slew of recently released Web analytics products may advance the collection of customer data from social networks.
Are we suffering from too little data, or wallowing in too much of it?
A new book examines what it takes to engender the strongest kind of customer loyalty.
Magic Quadrant for Social CRM '10: The analysis firm whittles down a list of 140 vendors claiming to offer social CRM to a final set of 20.
Aberdeen Group Retail Summit '10: Two keynotes offer new insight into the impact of social and mobile marketing.
CDC Software climbs out of the shadows with two important product releases.
The cloud computing vendor moves forward with its "Cloud 2" and announces general availability of Chatter, its social networking and collaboration platform.
What many marketers overlook — and why.
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
B2B social networking and online media can maximize channel business.
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
How to drive adoption of social media at the enterprise level.
The peer influencer in the era of the social operating system and the distributed online community.
What does it mean for loyalty and engagement?
Big Blue acquires Web analytics firm Coremetrics for an undisclosed sum, hoping to leverage software-as-a-service and social networks.
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
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