The nonprofit sector needs CRM more than it knows, but its relationships are with donors, members, or activists—and technology is rarely a cause worth fighting for. Will the low cost of on-demand solutions finally allow nonprofits to embrace CRM?
Profiting from the Nonprofits
The for-profit world should heed the hard-won lessons of the nonprofits
Keeping Up with the (For-Profit) Joneses
Modern nonprofits can't afford to seem like technological backwaters
The Lowest Cost of All
Why the nonprofit sector should embrace social media and viral marketing
The Shotgun Marriage of Sales and Marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
Required Reading: Greenberg at the Speed of Light
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Your basic processes can affect your agents' stress levels
CRM Gives Back
Avoid the Disaster of 2009
Learn from your failures to fine-tune lead generation efforts
Customers Don’t Buy What You Sell
Your company is more than the sum of its transactions
The Tipping Point
The World Is Their Oyster
Give customers an opportunity to play an active role in customizing their customer service
Speaking of Customer Insights
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Pint of View
The Hitchhiker’s Guide to the Gala
How to survive the vendor events of last resort—no matter what resorts they're held at.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
On the Scene: SPSS Directions '09
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
Adding the Persona Touch
With an eye on the user experience, some brands are inviting imaginary friends to the party.
Required Reading: Indecisions, Indecisions, Indecisions
The author of "How We Decide" discusses the essential role of customer indecision.
CRM on Twitter: February 2010
The word on the street.
Food for Thought
RightNow Technologies helps Organic Valley feed information-hungry consumers
The New-Age Home
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.
High Five for DB5
With InfoStreet, a consultancy gets enterprise-caliber efficiency on a small-business budget
Secret of My Success
Ciena Cozies Up to Its Partners
Community tools from Mzinga help a communications company communicate
Re:Tooling — Sales Enablement Tools: Make the Selling Simpler
Organizations want sales reps to have access to the right information at the most critical moments