Government

Explore our latest CRM news, analysis, and advice for governmental institutions.

Features

The 2015 CRM Service Awards: Service Elite

Each of our three Elite winners—a retail giant, a charitable organization, and a government agency—combined solid strategies and clear goals to better serve their client base.

The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need

Call center technology makes reaching help one less hurdle for struggling parents.

When VoC and VoE Combine

Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.

Listening to the Voice of the Constituent

A snapshot of the ways government agencies are using CRM strategies and technology today.

ViewPoints

CRM: More Relevant Than Ever

We're facing a period of significant change — and measuring the impact of change is what CRM does best.

Leading From Afar

Don't let distance infringe upon effective leadership.

Retail Banking’s New Approach, Part 2

If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.

Who's on Your Team?

Strong and weak ties reveal who your real partners are.

Columns

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.

Buyer's Guide Partners
  • Convergys
  • eGain Corporation
  • eLoyalty, a TeleTech company
  • Genesys
  • iContact Email Marketing
  • Melissa
  • NICE
  • NICE inContact
  • Point N Time Software
  • Soffront Corporation
  • Squelch
  • TeamSupport LLC
  • Verint® Systems
  • X2CRM