Retailers Must Become More Customer-Centric
Boston Retail Partners challenges companies to meet the expectations of the omnichannel world
Companies Need a Presence on Channels They Don’t Own
Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues
Campaign Management Needs to Cross Channels
Despite improvements,l cross-channel campaign management still has usability challenges.
What's in a Domain Name?
Here's what you need to know about the new Internet landscape.
Cross-Channel Design Can Be Transformational
Companies today must deliver cohesive experiences across multiple touchpoints.
Enterprise Videoconferencing, Telepresence Revenue Down
Broader macroeconomic factors and cautious IT spending could be the reasons, IDC finds.
Social Media’s Tough to Measure
Current benchmarks are "typically the wrong ones"
Foursquare Searches for Revenue Streams
The company plans to start charging merchants for customer data
Cloud Expected to Keep Rising
SaaS revenue will surpass $21 billion by 2015
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Companies That Listen Get Results
Investments in monitoring social media rise but still lag customers' use of it
Acquisitions Pay Big Bounty for Big Blue
IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products
Slow and Steady Loses This Race
OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support
Changing the Channel
Research reveals how consumers will contact customer service within the next two years
New EU Regulations to Affect Email, Online Marketing
Opt-in consent required for emails and for tracking the online activity of Web site visitors
The Digital Age of Marketing
Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015
The Crash of Google Wave
The search-engine giant beaches its innovative collaboration engine.
Market Focus: Healthcare—A Healthy Dose of Social Media
One provider shows how to join consumers in social networks without compromising a secure relationship.
Required Reading: Slowing Down Your Social CRM
Relationship-building takes more than a tweet
Two customers of communications provider Interactive Intelligence move their contact centers to the cloud—at least for now.