Marketing Budgets Beginning to Recover

Gartner sees marketing budgets rise as a percentage of revenue.

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

Companies Gear Up for the IoT Revolution

There's rising consumer demand for—and acceptance of—connected devices.

SIO Emerges as a New Contact Center Segment

Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.

Customer Satisfaction Plunges Again

American Customer Satisfaction Index sees one of its biggest drops in 20 years.

Walmart's Omnichannel Strategy Keeps It on Top

Today's large retailers are connecting with customers in new ways.

Ovum Expects Home-Based Agents to Soar by 2017

The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.

Companies Now Compete on Information

Businesses that embrace "being useful" will win out.

Modern Medicine: A Marketing Headache

Providers struggle in an industry undergoing massive change.

Rethink Pink

Materials of this color might be counterproductive for breast cancer awareness, a study finds

Can Mobile Help Clarify Confusion Over Reforms?

New federal laws have "thrown everything up for question"

Feedback: August 2009

Readers tell us what they think of "social" technologies.

Social Shepherds

If you expect employees to stay within the lines, you need to draw the lines first.

CRM on Twitter: May 2009

How have retailers fared in the twitterverse?

Market Focus: Healthcare -- A Prescription for Satisfaction

As healthcare becomes more technologically advanced, are patients better served?

Market Focus: Healthcare: The Great Divide

The business of medicine and the care of patients are not the same thing; for both segments, customers is difficult to define.

Market Focus: The Public Sector--Eye on the State

Local and national governments are turning to CRM to satisfy the citizen-as-consumer.

Market Focus: Healthcare: CRM Says ''Ahhh...''

As healthcare providers turn to electronic records, CRM finds its way into the practice.