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What is CRM?
How to Advertise
How to improve customer satisfaction without relying on software, servers, and screen pops.
You've Got Questions, We've Got Answers
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.
CRM Where You Least Expect It
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Congratulations, You Are at Par: The New Four Ps
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)
What Is CRM?
It's still about the people and the processes that drive the technology.
Let's Keep to the High Road
Learn from others' mistakes and stay focused on what's important.
Be a Bag
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
The Pulse: Is your organization currently using or planning to use VoIP in your contact center?
What Price Loyalty?
Giveaways can buy transactions, but not necessarily commitment.
Is 2005 the Year for Wireless CRM?
Wireless network providers are consolidating at a brisk pace.
Who's Responsible for the Customer Experience?
Many companies remain indecisive about consolidating all service channels under a single umbrella of authority.
The PeopleSoft acquisition alters the software giant's competitive landscape.
The End of Independence?
Best-of-breed applications are feeling more pressure from full-suite solutions.
Heard & Overheard
Required Reading: The Rich Are Different
They demand a different set of criteria to sell to than the general public.
Hot Seat: Will VoIP Reinvent the Contact Center? Why or Why Not?
"The extent of the changes will run the gamut."
Secret of My Success
CRM Helps With the Heavy Lifting for Movex
The self-service mover has improved its efficiency, profits, and customer satisfaction.
Stuart Suddath, CEO, as told to Phillip Britt
How to Strengthen Customer Exit Barriers
Top businesses use some of these nine strategies to increase customer loyalty.
When Sales Leaders Say
At some point you must decide who runs your sales organization and how it will be run.
Revving Up Web Sales
Bill Marsh Auto selects SilkRoad's Web-cam technology to provide online shoppers with an in-person experience.
Call Centers 24x7 Goes Virtual
The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.
Managing the Minutia
An effective workforce management strategy increases service levels with less effort.
Sony Latin America Breaks Down Communication Barriers
Improving the company's touch points and data collection capabilities enhances marketing, sales, and service efforts.
Diary of a CRM Initiative
Trotting Out CRM Champions
Month 9: Recognition programs offset the tedium of data integration work.
The Digital Transformation of CRM
Overcome Multichannel Customer Service Challenges
Social Shifts Drive Multicultural Marketing
New Year, New Strategies
Five Actions to Sustain Customer Service Improvement Initiatives
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
ITIResearch.com - A collection of market research and reports for executive management and business & IT professionals
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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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