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What is CRM?
How to Advertise
As rewards programs proliferate, your best customers want -- and deserve -- more consideration.
The Second Coming of Web 2.0
"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?
Believe the Hype about Hosted Contact Centers
After years of build-up, how much longer should we wait for the market to mature?
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
Fix the Problem, Not the Symptom
Unfortunately, too many executives are reactive and only turn to loyalty programs when problems arise.
The Customer Module
After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.
We Are What We Expect
Shifts in customer satisfaction need to take into account shifts in customer expectations.
The Tipping Point
Innovation Can Be Scaled
Game-changing evolutionary insight may be sitting right under your nose.
Performance Management Requires Process Improvement
Contact center performance management isn't about measuring flaws -- it's about fixing them.
Pint of View
"Houston, We Have a Problem"
Simple customer management shouldn't be rocket science
Making Mashup Masterpieces
Business just got a little more hands on -- and a lot more interesting.
Trouble in the Air
With chaos in the airline industry, is it any wonder customers find their faith anything but sky-high?
CRM on Twitter: June 2008
As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.
Is SaaS Ready for Its Contact Center Close-up?
Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers
Market Focus: Government -- CRM: In the Public Interest
Government's technological future is beginning with service sites and outreach programs to serve constituents
Required Reading: Let's Hear It for the Customers!
Consumers are talking to the world -- and the world is listening.
So Hot It's Cool
Ice Energy pumps up sales with the heat of email marketing.
Linksys Gets Shaken, a Community Is Stirred
How Lithium Technologies' online community-based CRM solution saved Christmas.
The Risky Risk Business
PGAC assures better -- and more effective -- service with Upstream Works.
Awana Hears a SaaS Sermon
An international youth ministry gets the CRM it needs, integrated with the enteprise resource planning system it knows.
Secret of My Success
Jazzing Up Online Loyalty
An NBA team uses MyLifeBrand to create social networking that sparks loyalty, ups revenue, and increases sales.
Derrick Daye, online marketing analyst for the Utah Jazz | as told to Jessica Sebor
Tech Solution: Multichannel Marketing Tools
Business Problem: Integrating essential marketing analytics across campaigns.
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Drive High-Velocity Selling Through Salesforce
YourMembership Releases SocialLink
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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