Across CRM Industry Verticals, There’s More That Unites Than Divides
10 Apr 2023
One commonality: All eight industry verticals are investing heavily in CRM initiatives right now.
Challenging Times Lie Ahead; Bold Action Is Required
21 Jul 2022
The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.
In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience
25 Mar 2019
Serve citizens in ways that create advocates while driving compliance and efficacy
Voice Self-Service to the Rescue
01 Oct 2009
When live agents can't be had, interactive voice response systems may suffice.
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
01 Sep 2009
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
A Revolution in Customer Centricity
01 Jul 2009
It all started with sales tax.
New Routes to New Customers
01 Jul 2009
A customer-centric approach for emerging markets.
The 5 Phases of Social Experience
01 Jun 2009
The social Web is about to evolve — again. Are you ready to evolve, too?
A Community Gives Pitney Bowes Its Stamp of Approval
01 Jun 2009
A forum designed to address one problem evolves into an enterprise asset.
Yes Pecan!
01 Mar 2009
In tough economic times, people are forced to dig a little deeper.
Voting with Their Wallets
01 Nov 2008
Voters are also customers, and customers vote with their cash.
Policing Better Data
01 Nov 2007
A U.K. police department relies on Informatica to handcuff dirty data.
The Year (and Decade) of the Tiger
01 Nov 2007
Think you can translate your brand for the savvy Chinese shopper?
Philadelphia Housing Authority's New Lease on CRM
01 May 2007
The PHA turns to Oracle PeopleSoft for an enterprisewide implementation to integrate CRM with finance and HR.
Taxing Your Patience
01 Apr 2006
Customer relationship (mis)management meets the IRS.
What Would Genghis Do?
01 Sep 2005
CRM the Mongol way, and we ain't talkin' pencils.
Is Inbound Calling the Next Legislative Target?
01 Apr 2005
Lawmakers are taking aim at companies that use offshore call centers.
How New York's Metropolitan Transportation Authority Keep Customer Communications Moving
01 Apr 2004
New York's MTA needed a straightforward, customer-friendly system to to communicate with customers.
Is Government CRM the Next Big Boom?
02 Jan 2004
Government agencies are under increasing pressure to control costs, improve productivity, and deliver better products and services, but government agencies also face their own set of CRM challenges.
Will We Ever Learn?
07 Oct 2002
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works