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June 11, 2012

CRM Featured Articles
New Study Says Esurance Web Site No. 1 in Self-Service for Consumers
Customer Respect Group study cites superior content and search functionality.
Social Is the Next Great Call Center Tech
Social media use in the contact center is projected to grow 22.9 percent this year.
Constant Contact Integrates Email Marketing with Top E-Commerce Tools
Integrations seamlessly sync contact information and provide engagement opportunities to help small businesses drive efficiency and repeat business.
Convergys Adds Optimization Solutions to its Analytics Portfolio
New solutions analyze why callers do what they do and what to do to address their concerns.
Oracle Acquires Collective Intellect
Software giant builds out deeper cloud social offerings
Customer Experience
Making a Case for Discipline(s)
Six essential strategies for success.
Magazine Features
Transforming into a Social CRM Enterprise
Being successful at social media often requires organizational change management. Here are some tips to follow.
Five Things Marketers Can Learn From Stories
Convey Meaning with your brand.

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