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Listening, With Interest
ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.
Entertainment companies are putting the spotlight on targeted customer strategies to improve service, build loyalty, and grow wallet share.
6 Ways to Maximize Contact Center Profitability
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
When CRM Leaves You Flat
Customers know when they are being managed, and the feeling is not a pleasant one.
Is Social Networking an Overhyped Fad or a Useful Tool?
When put to the test, this sales and marketing application delivers.
It's Not Your Father's e-Learning
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
Is Blogging Viable in the Contact Center?
Those in support of blogging point to the support it has received from many customer service companies.
Enterprise CRM: Change Is Inevitable
Vendors, strategies, and focus are all certain to evolve in 2005.
CHART: What is the most important initiative for your customer service Organization in 2005?
Marketing Automation Hits the Mark
Marketers are seeing solid ROI from new technologies.
Real-Time Analytics: Excellent Insight, or Speedier Mistakes?
Think beyond the upsell when evaluating next generation analytics strategies.
Heard and Overheard
Required Reading: Tracking the Evolution of CRM
The Pulse: Are you currently using or planning to use...
Secret of My Success
Novell's New Analytics Engine Enhances Its Service
Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.
Mike Lyons, vice president of technical services, as told to Colin Beasty
Seven Mistakes in Managing Customer Profitability
Taking the right approach can lead to a sustainable competitive advantage.
What Data Quality Means to CRM Practitioners
Data quality procedures ensure that data is consistently applied to stringent specifications.
BT Execs Live a Day in the Life of Their Agents
Senior managers spend time with front-line staff for an up close look at customers' concerns.
Driving Quality Into the Proposal Process
Reynolds & Reynolds built uniformity into its sales approach to improve productivity and results.
Harbor Freight Tools Cans Spam
The retailer has seen double-digit results through better targeting its email marketing.
How to...manage multiple CRM vendors in 5 steps
Co-operative Bank Credits Its Sales Growth to Performance Management
The financial institution is improving both employee productivity and earnings with its monitoring and training initiatives.
Diary of a CRM Initiative
Churchill Downs Bets on Its Brand
Month 8: Strategic deal-making marks a new approach to funding CRM.
Overcome Multichannel Customer Service Challenges
Five Actions to Sustain Customer Service Improvement Initiatives
New Year, New Strategies
Cirrus Insight Launches Mobile App to Bring Salesforce.com into Inbox
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Faulkner Information Services
Smart Customer Service
Streaming Media Producer
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“Engagements”, the Key to Understanding the Customer Journey: What to Measure and Why
Learn how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers
5 Charts Every Sales Leader Should Be Looking At – Get the guide!
Social Support with Online Communities
92% of consumers trust each other—14% trust brands. An owned content hub is a must-have for serious social strategy—it’s starts with an online community. Download the whitepaper from Lithium
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