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.

Law Firms Make the Case for CRM

Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.

HP Launches a CRM Consulting Service

HP Transformation Services-CEM is designed to help improve operational efficiency in the contact center.

CRM Gets More Professional

Service providers respond to changing market conditions with greater CRM deployments.

A Lot to Manage

CRM can help firms struggling with longer selling processes

How Many Clicks Does It Take?

Forget all the bells and whistles—usability reigns supreme among CRM users.

Microsites to Serve Microsegments

Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.

CRM on Twitter: August 2009

The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.

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.

Feedback: August 2009

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

Feedback: July 2009

A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.

On the Scene: Users Converge

Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@.

Required Reading: Socially Aware

The co-author of Throwing Sheep in the Boardroom explains why it's not so easy for companies to simply hop aboard the social media bandwagon.

CRM on Twitter: June 2009

Social media thought leaders, twittering about social media.

Twitter on CRM

CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.

On The Scene -- Net Promoter Conference ’09: Can You Hear Me Now?

Wireless service providers aren't listening to their loudest customers

Social Support for Software

Vendors unleash a new round of community forums for their customers.

Making Relationships Matter

As LinkedIn grows, what does the future hold for enterprise social networking?

The Rave Is Over

What happened at Entellium, and what it means for businesses.

Will Customer Experience Survive in a ‘Soft’ Economy?

On The Scene: RightNow Summit '08 -- Cutting costs may lead to cuts in service.