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The Art of War
Midmarket companies are now spoiled for choice.
Breaking From Tradition
Perhaps the greatest impact on midmarket systems integrators has been the competition with vendors--SI firms are now battling with vendors over contracts.
Midsize Companies, Mammoth Results
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
BPO: When Quality Counts
Today many companies are finding it more efficient to outsource all or part of their data management or data-integrity processes to customer data integration firms.
The benefits are the result of a heated battle among CRM vendors, all eager to win their share of the huge, underserved midmarket.
What Will Wake You Up at 3:00 A.M.?
Successfully managing CRM initiatives is a difficult job, and it may actually be getting harder.
Service Secrets From the Neighborhood
Service counts--more than ever.
ROI on the Rise?
Have CRM vendors identified what was so wrong with their systems, or have companies wised up and started to analyze business processes and establish metrics at the onset of their CRM initiatives? The answers fall somewhere in between.
How companies can effectively use their resources to serve their community; a framework for launching a brand internationally; and a look at Tesco lead this month's CRM book list.
News in Brief
CHART: Not Quite in the Know
Are you currently satisfied with the results of your KM initiative?
What is your number one CRM implementation hurdle?
CHART: Simplifying CRM
Magazine Web seminar participant survey
Market Watch: Mobile Sales Is on the Move
Mobile sales solutions are a hot spot among CRM projects.
Heard and Overheard
BPO Editor's Note: Open Your Eyes to the Possibilities
With the high cost of dirty data becoming increasingly apparent, companies are turning to outsourced data specialists.
BPO News & Insight: Clean and Compliant
Acxiom and ADP's service enhances ADP's DataFresh product by making use of three data integration and data hygiene offerings from Acxiom: AbiliTec, Acxiom BestAddress, and Acxiom ChangePlus.
BPO News & Insight: Email Tuesdays
The report finds that most emails are opened on Wednesday and that unsubscribe rates are declining.
BPO News and Insight: News Roundup
infoUSA and its division BusinessCreditUSA announced that they are offering customers unlimited access to business credit reports, and more.
Secret of My Success
How New York's Metropolitan Transportation Authority Keep Customer Communications Moving
New York's MTA needed a straightforward, customer-friendly system to to communicate with customers.
Redefining the “M” in CRM
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
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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