The 2011 CRM Market Leaders

The 2010 CRM Market Awards — Hall of Fame: Paul Greenberg

The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.

Connecting the Disconnected

Professional services firm Ceridian brings its independent salesforces under one CRM roof.

Mistaken Metrics

They say you can't manage what you can't measure. But what if you're using the wrong ruler?

Social CRM and the Legal Industry

The payoff can be high for firms that embrace new technologies.

Your Call Is Very Important to Us

What Watson means for the future of customer service

Are E-Communication and CRM Systems Helping or Hurting Your Business?

How to use innovation to your advantage

The Pluses and Pitfalls of Arbitration

The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times

How May I Help You, Buddy?

Warm personalized service can clash with professional detachment.

Renting the Rubber Room

Apartment hunting reveals what happens behind closed doors

Tracking Touch-Tone Opportunities

Marketing services provider eMediaNode turns to ATG Call Tracking to better serve prospects and customers' customers.

Putting the Pedal to the Metal with Sales

A cloud-based CRM implementation helps a digital sales agency drive its solutions into the future.