Data Analytics Is Better, Easier, and More Critical Than Ever
Successful companies have made data analytics a part of their DNA for a reason
Are You Correctly Measuring Customer Satisfaction?
Unfortunately, bad customer service stories are more common than we'd like to think.
Top Gear Is Driven to Excite
Experience is where the rubber hits the road.
CRM Comes to the Rescue
'How can we have growth like a modern dealership if we don't have the things that a modern dealership has?'
From Wreckage to Revival
Imperatives for CRM leaders in the automotive industry.
Reigniting the Engine with Service Software
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
UC and a Side of Fries
Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.
The Message Has Two Faces
Find the truth hiding behind the brand.
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
Branching Out Toward Data Management
Forest-product supplier Weyerhaeuser builds out its master data management strategy with Siperian.
Re:Tooling -- Partner Relationship Management: Rousing from a Slumber
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
The Post-Recession Customer
From now on, consumers will be saddled with residual uncertainty.
We Reserve the Right to Screw Up Your Service
Service gaffes are part of life, but some of them are just astounding.
Six Sigma: What Went Wrong?
A 60 percent failure rate suggests that process change requires behavior change.
The Democratization of Technology
New systems will unleash a new round of creativity in business applications.
The Year (and Decade) of the Tiger
Think you can translate your brand for the savvy Chinese shopper?
Experience be damned--creating a customer community is the best way to win wallet share.
The Front Line Is Your Brand