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September 10, 2009

CRM Featured Articles
RightNow Buys Social Networking Platform Player HiveLive
The CRM vendor scoops up a social networking and community platform provider for $6 million to expand its social CRM offerings.
Act! Gets Even More Social in 2010
A new version of Sage's contact and customer management software sports a redesigned interface, social media capabilities, and e-marketing functionality.
Salesforce.com's Second Stab at Service
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
Study Shows More "Babble" on Twitter Than Promotion
Despite an uptick in business activity, Pear Analytics says the majority of Twitter posts contain "Pointless Babble."
Collaboration Software Vendors Come Together on Forrester Wave
Microsoft and IBM do the most sharing, with Novell playing close behind.
Google Leaves Users Satisfied
Driven largely by the search engine giant, e-business receives a customer satisfaction score of 81.5 this quarter, up from 79.3 a year ago.
Get Salespeople Back to Selling
CRM Evolution '09 — Day 1: If only today's companies would measure on process -- not function -- they might create alignment across the organization.
The Secret to Continuous Customer Management
CRM Evolution '09 — Day 2: Altimeter Group Partner Ray "R" Wang clues conference attendees in on how customer data can lead to a connected enterprise — and why B2B is dead.
What B2B Marketers Can Learn from B2C
CRM Evolution '09 — Day 2: Whether marketers are hitting an individual or an enterprise, both are consumers and, ultimately, share the mindset that "it's all about me."
Customer Intimacy and Operational Excellence Drive Innovation
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
Customer Centricity
The Lessons of the Magic Curry Kart
Your local street-food vendor can teach your company a thing or two.
Front Office
CRM Bucks the Downward Financial Trend
The CRM industry grew 12.5 percent in 2008, to $9.15 billion.
Reality Check
Survival of the Relatively More Fit
CRM is changing, evolving to suit the demands of the moment.
The Power of Post-Sales Analytics
The path to igniting sustainable sales performance.
Looking for Loyalty?
A new survey shows the importance of CRM to customer loyalty.

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