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Social Networking: Getting in Touch the CRM Way
CRM magazine explains technology that will understand and leverage your relationship capital.
Retail's Two Worlds: Tips on Integrating Online and Offline Channels
Retailers are in transition as they balance customer experience in the store and on the Web.
Keeping Balance in the Center
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Thinking Outside the (Mail)box
Creativity and quirkiness are influencing alternative marketing strategies.
Marketing Needs Compassionate Marauders
Consumers are growing more frustrated with and resistant to companies.
It May Cost More Than You Think
Many companies say their CRM system implementations are surpassing their initial time and budget expectations.
After Transactional Systems
The next step in CRM is to incorporate customer feedback.
The Tipping Point
The Scientific Reason for CRM Failure, Part 1
Part 1: Understanding resistance
Striking Back with 311
The 311 framework allowed the agency to ramp up its agent pool from 500 to about 900, with employees from other departments and agencies.
NYC Rides With Telecommuting
Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.
SaaS: Opening the Hatch(ery)
Incubators are teaching on-premise vendors how to host.
Market Focus: Automotive: Driving Relationships
Track after-the-sale customer issues, because 'It's not just about products.'
Better Safe Than Sorry
Backing up data today helps ensure recovery tomorrow.
A Wireless Emergency
"The biggest key to getting customers to buy is a quick response."
A Solution That's a South Sea Breeze
Unifying customer touch points helps a hotel company specializing in the South Pacific tourism industry reduce costs and boost agent utilization.
CRM 'At the Highest Level'
A Christian bookstore uses marketing campaign management to improve customer relationships.
Compensation Problems? Please Hold for Callidus
Sprint rings up experts to revamp its commission payment system.
Secret of My Success: Getting More for the Money
Citizens National Bank turns to a smaller CRM company for bigger results.
Mark Singleton, president and CEO of CNB; as told to Colin Beasty
Tech Solution: Web-Survey Systems
Business Problem: A company has little insight into timely customer or employee feedback.
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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