In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience
Serve citizens in ways that create advocates while driving compliance and efficacy
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
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.
A Revolution in Customer Centricity
It all started with sales tax.
New Routes to New Customers
A customer-centric approach for emerging markets.
The 5 Phases of Social Experience
The social Web is about to evolve — again. Are you ready to evolve, too?
A Community Gives Pitney Bowes Its Stamp of Approval
A forum designed to address one problem evolves into an enterprise asset.
In tough economic times, people are forced to dig a little deeper.
Voting with Their Wallets
Voters are also customers, and customers vote with their cash.
Policing Better Data
A U.K. police department relies on Informatica to handcuff dirty data.
The Year (and Decade) of the Tiger
Think you can translate your brand for the savvy Chinese shopper?
Philadelphia Housing Authority's New Lease on CRM
The PHA turns to Oracle PeopleSoft for an enterprisewide implementation to integrate CRM with finance and HR.
Taxing Your Patience
Customer relationship (mis)management meets the IRS.
What Would Genghis Do?
CRM the Mongol way, and we ain't talkin' pencils.
Is Inbound Calling the Next Legislative Target?
Lawmakers are taking aim at companies that use offshore call centers.
How New York's Metropolitan Transportation Authority Keep Customer Communications Moving
New York's MTA needed a straightforward, customer-friendly system to to communicate with customers.
Is Government CRM the Next Big Boom?
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?
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works
Will We Ever Learn?
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works.