Healing the Sick
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Patients Are Customers, Not Case Numbers
"Healthcare" and "customer service" don't have to be mutually exclusive.
Intelligence in the Cloud
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
LucidEra: The End of an Era?
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Serving Up Service Strategies
Delivering quality customer service means making quality shots.
Strategies that Endure
Proven business strategies abound—even new ones.
The Next Steps Matter, Too
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Doing More of What You Already Do
Performance management is a contact center requirement.
The Tipping Point
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
Managing Social Customers for Profit
A new paradigm calls for a reassessment of an industry metric.
Pint of View
Channeling My Frustration
Words, words, words. Why don't they mean what they used to?
Microsites to Serve Microsegments
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
X Marks the Spot
Consumers are looking for you on search engines—but are you there to be found?
On the Scene: Clarity Is SAP’s New Enterprise
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Required Reading: Rave All About It
Author David Meerman Scott reveals the secret to having your idea spread everywhere.
CRM on Twitter: August 2009
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
Feedback: August 2009
Readers tell us what they think of "social" technologies.
The Power of Information
OSIsoft uses Socialtext to revamp an outdated knowledge base.
Patience for Patients
Improved surveying techniques improve a hospital's patient centricity.
Less Is More
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
Secret of My Success
More Books, Fewer Worries
Self-publishing company Author Solutions turns to Salesforce.com's platform-as-a-service to host its operations and expand its library of ideas.
Re:Tooling -- Predictive Analytics: Keeping a Step Ahead
To cope with the recession, more organizations are looking to predictive analytics for answers.