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July 29, 2009

Case Studies
Dialing into Knowledge
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
Smooth Sailing
Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.
CRM Featured Articles
8 Factors Impacting ECM
AIIM report details traits of today's Enterprise Content Management industry.
Marketers and Mobile Carriers Put Best Practices in Motion
For the first time, U.S. mobile carriers and the Mobile Marketing Association have collaborated to create a single standard for mobile SMS marketing.
Worldwide BI Revenue Reached $8.8 Billion in 2008
Growth in business intelligence software continues despite economic pressures.
After Swallowing SupportSoft, Consona Conveys Renewed Roadmap
CRM player plans to integrate proactive service offerings and to focus on point solutions.
Taking the Measure of Social Media
Experts insist that social media is measurable—it just depends on how you define your metrics.
Pint of View
A Revolution in Customer Centricity
It all started with sales tax.
Reality Check
CRM in the Palm of Your Hand
Three factors are combining to (finally) drive interest in mobile CRM.
Relationships Strong Enough to Survive
Big or small, they can deliver real business value.
Analytics in a Multichannel World
Make interactions more sophisticated.
When Sales Calls for Support, How Does Marketing Answer?
Ten essentials for a marketing portal.

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