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The Google-ization of CRM
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
The Feedback Funnel
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
Email: What’s Inside?
There are several layers to effective email messaging. Delivery is the first one, but getting customers to open and act on emails is what matters.
Shake Your Moneymakers
Here are three areas in which technology can help your organization sell better.
Hey! You! Get Onto My Cloud!
Google doesn't want its name to be only synonymous with search.
Taming the Digital Client in 2009
Technology will pave the way to customer focus and cost-efficiency.
Neuromarketing Isn’t Marketing
Focus on the customer's heart, not his head.
The Tipping Point
Give Customers What They Don’t Expect
Raise the bar, instead of falling short of it.
Life in the Fast Lane of Context
Providing an experience requires a better understanding of your customers.
Pint of View
I hope you kept that list of New Year's resolutions…
The Shots Heard ’Round the World
A turbulent economy is driving some on-demand vendors to reduce fees. Is a price war looming in software-as-a-service?
30,000-Foot Views of the Cloud
A few insights on the subject from various thought leaders.
Stuffing the Ballot Box—With Complaints
Will the Election Day success of the CNN InfoVoter hotline change the game for governments and CRM?
The Marketing Line for ’09
Having already endured nearly two years of economic decline, a bleak forecast means marketers are in for a bumpy year.
Market Focus: Insurance—Technology Helps Insurance Weather the Storm
The industry knows how to write policies, but can it create efficient policies for its own business processes?
Required Reading: The Ne(x)t Generation
In "Grown Up Digital," author Don Tapscott revisits the kids who grew up on technology and the Internet.
CRM on Twitter: January 2009
Cloud computing gets the Twitter treatment.
Feedback: January 2009
Readers talk about home agents, new consultants, and business architects.
Lead Sweet Lead
A Realtor discovers that as one door (fore)closes, another might not open.
Incentives at the Speed of Lightpath
Sales compensation helps a communications provider close deals more quickly.
Sales Contentment for Content Management
Monk Development gets a handle on its sales process and pipeline.
A Worthwhile Excursion into Call Recording
A not-for-profit educational traveling company boosts customer service with CallCopy's recording solution.
Secret of My Success
Music in the Key of Savings
Yamaha cuts down on its paper trail and customer-correspondence time with an electronic-signature tool.
Brian Jemelian, SVP, finance administration, Yamaha Corp. of America | as told to Lauren McKay
Tech Solution: Web Self-Service
Business Problem: Customer service representatives are overburdened handling basic inquiries.
ConversationDriver Integrates with CRM Systems
1010data Releases Consumer Insights Platform (CIP) 3.0
Oracle Launches B2B Audience Data Marketplace
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
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