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Don?t Let a Weak Economy Go to Waste

Mon, 08 Feb 2010 12:00:00 GMT

Boost sales while recovering from the recession.

Customer Care in the Age of the Smartphone

Wed, 27 Jan 2010 12:00:00 GMT

Don't let confusion around new devices undermine future opportunities.

5 for '10

Tue, 26 Jan 2010 12:00:00 GMT

Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?

Get Social and You?ll Sleep Better

Mon, 11 Jan 2010 12:00:00 GMT

Improve the customer experience with a content-rich, social-driven site.

Chatty-Chatty Makes a Bang-Bang Online Experience

Tue, 01 Dec 2009 12:00:00 GMT

Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.

UC and a Side of Fries

Tue, 01 Dec 2009 12:00:00 GMT

Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.

Video, At Your Service

Tue, 01 Dec 2009 12:00:00 GMT

A contest turns the customer service center into a film location.

They've Got Your Number, Sort of

Fri, 23 Oct 2009 12:00:00 GMT

Predictive Analytics World '09: With great power comes great responsibility, but the power has yet to fully manifest and predictive analytics is already assuming significant responsibility as it battles hearsay and consumer fear.

7 Rules for a Smart Social Strategy

Thu, 22 Oct 2009 12:00:00 GMT

Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.

SAP Calls on Companies to Embrace "The New Value"

Wed, 21 Oct 2009 12:00:00 GMT

SAP World Tour '09: Morning keynote addresses challenge attendees to take charge ? or risk failure.

3 Game-Changing CRM Strategies at Oracle OpenWorld

Wed, 14 Oct 2009 12:00:00 GMT

Oracle OpenWorld '09, Day 2: Executives detail Oracle's broad strategy as a systems provider, and its head of CRM delves into transforming technology at the application layer.

The Message Has Two Faces

Thu, 01 Oct 2009 12:00:00 GMT

Find the truth hiding behind the brand.

Shopping with Moms and Millennials

Mon, 28 Sep 2009 12:00:00 GMT

Shop.org Annual Summit '09: With 90 percent of households reporting a reduction in shopping,

6 Steps to Influencing Customers and Building Trust

Thu, 17 Sep 2009 12:00:00 GMT

Gartner CRM Summit '09, Day 3: Connecting with customers relies on the power of influence.

How to Survive the Customer-Specific Web

Thu, 17 Sep 2009 12:00:00 GMT

Gartner CRM Summit '09, Day 1: CRM analyst Michael Maoz says not only are consumers losing trust in corporations, but they are managing more aspects of the relationship.

CRM Evolution '09: All the Links You Need

Wed, 02 Sep 2009 12:00:00 GMT

CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.

Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls

Tue, 01 Sep 2009 12:00:00 GMT

Lucrative return on investment is driving companies ? and vendors ? to look more closely at mobile service applications.

CRM Magazine Announces Winners of 2009 CRM Market Awards

Mon, 24 Aug 2009 12:00:00 GMT

Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.

Serving Up Service Strategies

Sat, 01 Aug 2009 12:00:00 GMT

Delivering quality customer service means making quality shots.

Do You Know Your URLs?

Sat, 01 Aug 2009 12:00:00 GMT

Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.

The Overstuffed Inbox

Thu, 30 Jul 2009 12:00:00 GMT

A decline in email responsiveness creates enormous opportunity.

IBM to Acquire SPSS for $1.2 Billion

Wed, 29 Jul 2009 12:00:00 GMT

Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.

Don?t Crash at Critical Intersections of Customer Support

Thu, 09 Jul 2009 12:00:00 GMT

Cruise through with effective supply chain management.

Re:Tooling -- Partner Relationship Management: Rousing from a Slumber

Wed, 01 Jul 2009 12:00:00 GMT

The PRM market?often seen as a quiet backwater?may be entering a revival, particularly among B2Bs.

Branching Out Toward Data Management

Wed, 01 Jul 2009 12:00:00 GMT

Forest-product supplier Weyerhaeuser builds out its master data management strategy with Siperian.

The Post-Recession Customer

Wed, 01 Jul 2009 12:00:00 GMT

From now on, consumers will be saddled with residual uncertainty.

Whuffie Doesn?t Grow on Trees

Wed, 01 Jul 2009 12:00:00 GMT

Forget money: Trust, transparency, and value represent today's social currency.

Accelerating the Evolution of the Online Experience

Wed, 24 Jun 2009 12:00:00 GMT

Forrester Customer Experience Forum '09: A Day Two keynote stressed that the pinnacle of online capabilities yet awaits.

Socializing with Gen Y

Fri, 19 Jun 2009 12:00:00 GMT

Latest report from Forrester's "Designing for Gen Y Series" examines one of four approaches for engaging with Gen Y on the Web.

Customer Experience Is A Key Differentiator

Sat, 13 Jun 2009 12:00:00 GMT

Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.