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.

Should Businesses Review Customers?

Reverse reviews hold customers accountable for their behaviors.

There's an App for That, But Does Anyone Care?

Studies point to a decline in mobile app usage among smartphone owners.

Uber Exemplifies Forrester's 'TRUE' Brand Qualities

To compete in the services economy, organizations must satisfy four requirements.

CRM on Twitter: September 2009

How United Airlines learned that customer dissatisfaction + social media = a first-class pain.

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: April 2009

Customer service tweeps speak for themselves.

Something Special in the Air

Carriers announce the latest attempt to provide broadband Internet access to airline passengers.

Statistically Speaking

Vertical Focus: How Auto Dealers Drive Relationships

Automakers using CRM are getting savvier about their customers, which are essentially the dealers. Dealers using CRM are also getting a better handle on their customers and prospects.