Customer Satisfaction Plunges Again
American Customer Satisfaction Index sees one of its biggest drops in 20 years.
The Importance of Aligning Strategy and Sales
How to close the gap between two pillars of business success
Cause Marketing Engenders Loyalty
Emotional engagements are the key to cementing long-term customer relationships.
When Marketing and Technology Meet
Business transformation can occur.
Market Focus: Automotive Dealers Go Digital
Auto sellers respond to customers with online options.
Do You Know Your URLs?
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.
Whuffie Doesn’t Grow on Trees
Forget money: Trust, transparency, and value represent today's social currency.
CRM on Twitter: May 2009
How have retailers fared in the twitterverse?
Social Support for Software
Vendors unleash a new round of community forums for their customers.
The switch to digital TV broadcasts is upon us—or is it?
Required Reading: What's in a Tagline?
A change in your brand's tagline may end up damaging the brand itself.
Market Focus: Automotive -- Detroit: Driven to Distraction
Facing fierce competition from imports and a weakening economy, the automotive industry targets long-term customer satisfaction.
Market Focus: Manufacturing -- Customers, Meet Your Makers
Thanks to increased adoption of CRM, manufacturing is putting things together.
Market Focus: Energy/Utilities -- Speaking Truth to Power (Companies)
Analytics are increasingly leveraged for insight into customer behavior.
Market Focus: Technology -- The Simple Truth about Complex Manufacturing
Tech firms need CRM as much as any other company--and sometimes even more.
Market Focus: Automotive: Adapting to Altered Buy Environments
Consumers buy cars differently from how they did a generation ago. Makers and distributors must respond to the changes or become last year's model.
Market Focus: Manufacturing: Money for Future Muscle
CRM investment continues to increase in the vertical as companies turn to PRM, analytics, and order management to get a tighter grasp on customers.
Going Full Auto With SFA
Separate the wheat from the chaff by automating key sales processes for maximum return on SFA dollars.
Market Focus: Automotive: Driving Relationships
Track after-the-sale customer issues, because 'It's not just about products.'
MarketScope: Manufacturing: CRM's Next Makeover
Analytics can reinvigorate the industry now that consumers are consuming again.