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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.
Overcome Multichannel Customer Service Challenges
Salesforce.com Addresses Claims of Cheating at Dreamforce's $1 Million Hackathon
Five Actions to Sustain Customer Service Improvement Initiatives
New Year, New Strategies
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
ITIResearch.com - A collection of market research and reports for executive management and business & IT professionals
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“Engagements”, the Key to Understanding the Customer Journey: What to Measure and Why
Learn how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers
5 Charts Every Sales Leader Should Be Looking At – Get the guide!
Social Support with Online Communities
92% of consumers trust each other—14% trust brands. An owned content hub is a must-have for serious social strategy—it’s starts with an online community. Download the whitepaper from Lithium
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