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What is CRM?
How to Advertise
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
Spiff Up Your Site!
Your company's Web site doesn't have to be the prettiest one out there, but it has to be useful. Here's how to make sure it is.
They Aim to Please
There's one way to improve your chances of having customer-centric service: Hire customer-centric employees. If only it were really that simple.
Build Transparency and Trust
Clearly, improving customer trust should be a major focus for organizations in 2009.
The Next Disruption
The notion of Peak Oil has more to do with CRM than you think.
Bad Economy = Bad CRM?
Before the markets hit the skids, companies had just begun to target customer experience.
The Tipping Point
Rejecting the Turnstile Relationship
Instead, invest more in your best customers.
Feedback Is the Future
Contact center surveying is evolving into enterprise feedback management.
The Rave Is Over
What happened at Entellium, and what it means for businesses.
Banks are dropping like flies—or mating like bunnies.
Will Customer Experience Survive in a ‘Soft’ Economy?
On The Scene: RightNow Summit '08 -- Cutting costs may lead to cuts in service.
Will the Grinch steal retail's favorite season?
Market Focus: Energy/Utilities -- Empowered Consumers Are Ready to Flip the Switch
Utilities have to contend with customers seeking more control of their power consumption.
Required Reading: It’s a Bird. It’s a Plane. It’s You.
Reinvent your revenue stream to help people, communities, and the planet.
CRM on Twitter: December 2008
Entellium's crisis played out on Twitter, live.
Feedback: December 2008
Readers respond to "full-service" and "on demand."
Mixing In a Little Sugar Sweetens the Deal
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
A Newsletter Employs New Tactics
CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers' search burden.
A Site Stops Feeling Overtaxed
The voice of the customer helps Intuit in an online revamp.
Make ’Em Laugh—Personally
GigglePrint knows personalization, but Coremetrics helps teach the printing company how to finish the transaction.
Secret of My Success
A Startup Feeds Off Feedback
BumpTop, a computer desktop solution from Bump, Inc., uses Intridea CrowdSound to develop customer conversation.
Anand Agarawala, founder of Bump Inc., as told to Lauren McKay
Tech Solution: Knowledge Management Tools
Business Problem: Failure to easily locate answers to customer inquiries.
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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