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CRM in an Age of Legislation
Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.
Energizing Customer Relationships
Utilities are finding ways to improve service through automated technology. The result is increased ROI in the field, at the call center, and across the business.
Do It Yourself
Self-service done right--in the right enterprise--can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions
New product coverage only helped to inflate the 1990s technology bubble by focusing more on the technologies' gee-whiz factor than on the business problem they aimed to solve.
Demystifying the ROI of CRM
Know your biggest pain points and determine how damaging they can be to your business if left untreated.
A Recipe for Reduced Turnover: Find the Right Mix
Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before job offers are made.
The Tipping Point
Three Trends to Watch
Business process management, flexible hosted solutions, and return on customer will drive business decisions.
Pint of View
All Up in Your Business
Fixing business relationship problems, advice columnist style.
The Pulse: What are your data security problems?
RFID: Beyond Concept
Radio frequency ID tagging is no longer a what-if question, but other questions remain.
The Next Step in Anger Management
Speech analytics solutions are enabling companies to track and analyze emotional cues.
A Glimpse at DR-CAFTA
"Outsourcing has more to do with linguistics or the language than it has to do with the trade regulations."
Helping Consumers to Swallow Cookies
Winning customer trust is key to gaining access to personal information.
Required Reading: A Closer Look at Sales and Marketing Alignment
SMBs Are Upping Tech Spending
Technology developments are enticing SMBs to invest more in CRM and ERP applications.
Headsets Get Set
"If our phones are down for an hour, that's $20,000 in lost business."
Blooming Customer Service
A multichannel flower retailer's handling of peak holiday call volume blossoms.
Learning the ABCs of Marketing
An educational products company uses Omniture's SiteCatalyst to build its Internet marketing campaigns.
Back From the Dead Lead Management
Rainmaker Marketing's Lazarus integration of ACT! resurrects a phone reseller's sales, relationship growth, and agent efficiency.
The Money Tree
A financial services company estimates an 850 percent ROI from implementing Teradata's data warehouse and CRM solutions.
The Bunny Hops Into Marketing Performance
A new data warehouse and software help improve customer retention efforts.
Tech Solution: Social Networking Applications
Business Problem: Employees don't share contacts.
The Digital Transformation of CRM
Overcome Multichannel Customer Service Challenges
Social Shifts Drive Multicultural Marketing
Five Actions to Sustain Customer Service Improvement Initiatives
New Year, New Strategies
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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