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What is CRM?
How to Advertise
How Satisfied are You With CRM?
More than 330 executives spanning myriad industries and company sizes voiced their opinions on how satisfied their are with their initial implementation and with CRM overall.
Top Execs + CRM = Success
CRM is about changing the mindset of your employees to focus on customers. Companies can only do this if customer-centricity begins and is embraced at the C level.
How to Overcome the Call Center Conundrum
Time management, customer knowledge, Web self-help, knowledge management, and embracing opt-in automation are the keys to improving efficiency.
Stand By Me
Long after an implementation is complete a CRM project may still need adjustments and customization that can be beyond the grasp of an in-house IT team.
The Great Service Debate
Used properly, self-service applications can enhance the buyer-seller relationship.
Collaborate, Don't Dominate
Turf protection, the roar of power struggles, and self-preservation don't create collaborative cultures.
Marketing Automation Under Attack
Some analysts say the success of the Do-Not-Call registry will likely spawn additional Do-Not-Contact legislation.
Celebrate Customer Service Week
National Customer Service Week '03:
The International Customer Service Association (ICSA) started commemorating the event in 1988.
Helping Customers Solve Problems
What systems do you currently have in place? Which areas would you like to improve?
News in Brief
Heard and Overheard
Market Watch: Analytics
The trick for vendors is to make analytics more a part of the everyday workings of a CRM solution.
Vertical Focus: Professional Services
CRM Defined: Click-Stream Analysis
Connecting With Indirect Customers
Toshiba decided to put its product registration and warranty forms online using DataLode's RealConnect Marketing solution.
Faster Service, Same Staff Size
Pertinent information like name, address, and type of arthritis is used to create a Web form; this, plus the information gathered from the automated telephone system, is saved into one central database for a holistic view of an individual.
HOT PROJECTS: Retail
Kawasaki Drives Customers, Dealers to Web
Click Commerce was the only vendor that didn't think Kawasaki's needs were identical to those of the automotive industry.
Secret of My Success
Vendors Can Make a Difference
The InterAction product has provided business value on many levels, but the most important has been by allowing us to get a handle on our internal processes.
Rhonda McDermott, as told to Ramin Ganeshram
A Commonwealth of Self-Interest
The reality is that CRM becomes valueless if it doesn't translate into some sort of tangible business value.
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Drive High-Velocity Selling Through Salesforce
YourMembership Releases SocialLink
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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