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No More Dying by Inches
To help reverse the effects of its information malnutrition, a sales team must let its marketing department know what customer data is of value and what is not.
Too Much Pork for Just One Fork
Shiny, clean data and solid lead qualification will help satisfy all by closing the nutritional sales-and-marketing info loop.
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
The Big Picture
How to connect the dots to reveal a complete image of new corporate performance management software solutions.
Even if a salesperson is successful selling to these blues, consider what the company sacrifices.
A CRM Initiative's Bermuda Triangle
Two best practice suggestions for preventing--permanently--user-adoption disappearance.
If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures.
The Tipping Point
Analytics Is the Answer
What do contact center managers need to generate revenue? New tools and technologies.
Pint of View
Do You Believe the Hype?
Microsoft: Partnering Up or Partnering Down?
For partners it is a question of how far Microsoft will go with the verticals initiative.
JetBlue's Service Flies South
Accepting responsibility is a key component of staying aloft during a PR nightmare.
Is Salesforce.com Changing Direction?
The vendor is implementing vertical solutions after long shyness, but how far should they go and who is creating them? Plus, two questions for the CEO.
Market Focus: Government: Citizen Satisfaction
The public sector thinks differently about the C in CRM, as more vendors cater to this vertical's specific needs.
Required Reading: Analytics: A Winning New Way
Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes.
Playground Gets Maximized
Ease of use allows sales teams to focus on customers and build relationships.
IT Meets CRM for ROI
A network administration toolmaker turns to Soffront to tame some of its own wild technical difficulties.
Chatting Up Customers Down Under
A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result.
JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch.
Secret of My Success
Philadelphia Housing Authority's New Lease on CRM
The PHA turns to Oracle PeopleSoft for an enterprisewide implementation to integrate CRM with finance and HR.
Carl Greene, executive director, Philadelphia Housing Authority | as told to Colin Beasty
Tech Solution: E-Catalog Software
Business Problem: A company must design and manage a visually appealing interactive storefront for its Web site.
Reach Difficult B2B Prospects with This 2-Part Approach
Companies Must Rethink their Loyalty Programs, Accenture Report finds
CRM Might Require an Internal Sale—to Salespeople
IBM Storage Solutions Team Up with Hortonworks Data Platform
Cloud Solutions Are Rising in the Contact Center
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
Join us for this informative webinar with Frost & Sullivan for ten tips to ensure every customer’s journey is joyful.
Do you know what happens when a customer contacts your business? Surprisingly, most companies don’t. That’s because ensuring a great customer experience on every channel is extremely difficult. But there is a way to bridge the gap: a full communications and contact center solution that elevates customer engagement and employee productivity.
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