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Making the Grade
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.
Your customers are searching for you. Unfortunately, if you don't come to grips with search engine marketing, you're making it harder for them to find you.
Simplementation: 10 Tips to Smooth Your CRM Initiative
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
Innovate Your Way Out of a Recession
In a recession, an innovative organization can learn to focus on fewer projects—but ones that can meet and even exceed expectations.
CRM in the Palm of Your Hand
Three factors are combining to (finally) drive interest in mobile CRM.
The Post-Recession Customer
From now on, consumers will be saddled with residual uncertainty.
The Tipping Point
New Routes to New Customers
A customer-centric approach for emerging markets.
Contact Centers and the Age of Analytics
A variety of applications promise revenue generation and cost reduction.
Pint of View
A Revolution in Customer Centricity
It all started with sales tax.
Matching Pie Slices to Plates
As more vendors enter the on-demand CRM arena, profit may be harder to come by. Is consolidation the answer?
Taking the Measure of Social Media
Experts insist that social media is measurable—it just depends on how you define your metrics.
On the Scene: New Beginnings from Within
Customer Experience Summit '09:
Improving the customer experience starts with a hard look in the mirror.
Whuffie Doesn’t Grow on Trees
Forget money: Trust, transparency, and value represent today's social currency.
Required Reading: Cashing In On Social
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
CRM on Twitter: July 2009
Feedback: July 2009
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
the Editors of
Adhering to Higher Quality
New York Life streamlines its workforce, vastly improving internal metrics.
Dialing into Knowledge
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
With search-optimized customer reviews, Diapers.com increases site traffic and online sales.
Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.
Secret of My Success
Branching Out Toward Data Management
Forest-product supplier Weyerhaeuser builds out its master data management strategy with Siperian.
Lynn Weishaupt, MDM technical team lead for Weyerhaeuser | as told to Lauren McKay
Re:Tooling -- Partner Relationship Management: Rousing from a Slumber
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
Redefining the “M” in CRM
Terminus Unveils Account-Based Marketing Cloud for Salesforce.com
What Can Marketers Learn From the Presidential Campaign?
NUVIAD Launches NUVIAD Express
ConversationDriver Integrates with CRM Systems
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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