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What is CRM?
How to Advertise
Dirty Little Data Secrets
CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
You Drive Intelligence
I've noticed an unfortunate eagerness to view business intelligence as a business panacea.
We Can't Rewind, We've Gone Too Far
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
Truly Mobile Strategies
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
The Tipping Point
Making the Pivot
There's a new playing field in customer experience management.
Pint of View
Lord of the Undead Vendors
He'll saaaahck your braaaahnd.
SAP Loses Visionary Agassi Over CEO Rift
One analyst says that Agassi was "a charismatic and highly visible driving force for change."
A Green Light for Marketing
The onus is on marketers to go green through their actions, not their words, as consumers become more environmentally aware.
Market Focus: E-Retail: Buying Into the Customer Experience
The retailers that focus on delivering a seamless customer experience have a markedly stronger chance of cultivating customer loyalty.
Required Reading: Moving Beyond the Buzz
The Pulse: Does your company use or is it planning to use speech analytics?
Productivity improved with benchmarks for customer service.
Know All, See All
Salesforce.com helps a company specializing in energy and security management services connect the field to the office.
Content Management Is for Lovers (and Clydesdales)
A government site fosters community love through a fresh Web upgrade.
Gunning the Sales Accelerator
An outdoor recreational products maker cruises to better results with Sales Progress training.
Secret of My Success
Opportunity International Sees CPM's Golden Opportunity
A financial services firm turns to Hyperion to consolidate and analyze data from across the globe.
Tim Head, Service Manager, Opportunity International | as told to Colin Beasty
Tech Solution: Extract, Transform, and Load Tools
Business Problem: Valuable customer data is scattered throughout disparate data sources.
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
Analytics Give Companies Important Competitive Advantages
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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