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What is CRM?
How to Advertise
examines service-oriented architecture and its growing impact on the applications landscape.
6 Common Contact Center Mistakes
We tapped contact center industry experts to discuss common gaffes and ways to avoid them and get back on track.
How Sales Teams Should Use CRM
Different positions within a sales force require different functions from an SFA system, and tailoring to fit those functions is a big part of successful SFA strategies.
The Big Squeeze
Large-scale events like natural disasters affect the way people buy. Here, a primer on how to respond to customer concerns in tight times.
Experiences Versus Relationships
Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses.
The Future of CRM: Real Time
Always on, always connected, will be the prevalent way to conduct business in 10 years.
From Great to Gruesome
A superb customer experience takes a turn for the worse.
The Tipping Point
BPO's Next Level
Capitalize on the unexpected opportunities in CRM business process outsourcing.
Pint of View
Dear John Inc.
Celebrating the urge to merge, and the heartbreak.
Cleaner Page Loads with AJAX
The RIA refreshes an on-demand dashboard only with figures that have changed.
The On-Demand Influx
Industry pundits expect Google and Microsoft to shake up the market.
Tracking Customer Behavior
Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail.
MarketScope: CRM's Professional Look
Professional services firms' adoption of CRM has been low; analytics functionality and the hosted model may help raise it.
On the Scene: Opting for Opt-in
Asking customers what kind of marketing materials they want helps build relationships and response rates.
Scheduling Tool Traction
Agent hours have been reduced by 20 percent.
Furnishing Service Excellence
Taking the multichannel-service route delivers savings of roughly 40 percent.
Return on Rupees
An Indian bank maximizes its marketing success.
Secret of My Success: Getting Call Center Ducks in a Row
A large insurance provider turns to a state government and a local college to train agents before they come to the call center.
Tammy Briggs, vice president of call center operations at Aflac; as told to Colin Beasty
Tech Solution: Event-Based Marketing Tools
Business Problem: Marketing campaigns are failing to deliver targeted, relevant messages to customers.
Socedo Announces Marketo Integration
Terminus Unveils Account-Based Marketing Cloud for Salesforce.com
Redefining the “M” in CRM
What Can Marketers Learn From the Presidential Campaign?
NUVIAD Launches NUVIAD Express
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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