The nonprofit sector needs CRM more than it knows, but its relationships are with donors, members, or activists—and technology is rarely a cause worth fighting for. Will the low cost of on-demand solutions finally allow nonprofits to embrace CRM?
The for-profit world should heed the hard-won lessons of the nonprofits
Modern nonprofits can't afford to seem like technological backwaters
Why the nonprofit sector should embrace social media and viral marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Your basic processes can affect your agents' stress levels
Learn from your failures to fine-tune lead generation efforts
Your company is more than the sum of its transactions
Give customers an opportunity to play an active role in customizing their customer service
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
How to survive the vendor events of last resort—no matter what resorts they're held at.
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
With an eye on the user experience, some brands are inviting imaginary friends to the party.
Jonah Lehrer has decided one thing for sure: He simply can't make up his mind. According to the author, a contributing writer to national publications such as The New Yorker and Wired, most decisions don't come as easily. "I would spend half an hour trying to pick out floss," he recalls—and therein lay the motivation for his latest book, How We Decide. Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai spoke with Lehrer about how the surest sign of rational thinking may be the mere awareness of our own irrationality.
RightNow Technologies helps Organic Valley feed information-hungry consumers
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.
With InfoStreet, a consultancy gets enterprise-caliber efficiency on a small-business budget
Community tools from Mzinga help a communications company communicate
Make the Selling Simpler: Organizations want sales reps to have access to the right information at the most critical moments
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