No Longer The Text-Best Thing
Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects
Changing the Mobile Channel
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Anywhere Is Everywhere
After years of unfulfilled promise, CRM and mobile technology are finally making a move.
Mobile Sales Are Going North
CRM’s Most Underutilized Feature
The industry needs to overcompensate for its tragic misuse of compensation management.
New Tools and Old Mistakes
Contact centers risk wasting powerful technology on the automation of imperfect processes
The Tipping Point
Analyzing the New Customer
Customer analytics are emerging as a competitive advantage.
Speaking of Solid Payback
Optimizing your interactive voice response system may require only a small investment
Separating Fact From Fiction
Pint of View
Find the Story in Your Data Storage
Don't just store your customer data—use it
Google’s Instant Ingratification
What Google Instant means for the future of search engine optimization
Schools and Social Media: Pass or Flail
The lessons universities are learning about emerging technologies
Sifting Through the Rubble
Oracle's massive annual gathering garners a lot of press—both good and bad
The Rise of the Empowered-Employee Empire
The coauthors of Empowered underscore a new-found source of corporate strength.
Locking Up Data To Unlock Leads
Astadia and Salesforce CRM help a data-hosting firm increase annual revenue by 200 percent to 300 percent
Practice What You Preach
A provider of performance management software improves its own marketing performance
Learning What to Teach
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
A travel service for military personnel uses SMS and live chat to ensure its customers can communicate